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Troubleshooting common terminal issues
Who is this article for?
Users responsible for hardware management.
No special access or permissions are required.
This article covers the troubleshooting steps for the most common issues with our terminals.
1. Terminal models
The following scenarios apply to the below models:
|
DT-MK1 (Large 17” Screen) |
DT-MK2 (without Printer) |
DT-MK2P (with Printer) |
|
DT-VTMK2 (Visitor Terminal) |
DT-PTMK2 (Portable Terminal) |
DT-ACMK2 (Access Controller) |
2. Power and network
All terminals must:
Be connected to a clean & uninterrupted 240v mains power source
Be installed out of direct sunlight and away from weather-affected areas
Terminals will not operate without mains power (except the DT-PTMK2 Portable Tablet Terminal, which has its own battery).
For fixed installations, an on-site UPS (Uninterruptible Power Supply) can be used to maintain power during outages.
Network connectivity is also required, which may be provided by:
Local site network (LAN)
VPN
4G cellular connection (for Portable Terminals or models fitted with cellular modems & antennas)
While offline, terminals allow limited use. However, any captured data (attendance, alerts, timecards, reports) will not sync to the Ideagen System until the network is restored.
3. Powering on
All Terminal models auto-power on when connected to a power source. Startup takes around 5 minutes.
If a Terminal does not start:
Confirm it has mains power and is properly plugged in.
Contact a qualified electrician if installation needs review.
If a Terminal was previously off, it may detect missed updates and will attempt to download them before becoming ready. This can take up to 1 hour depending on network speed.
To avoid delays, keep Terminals powered on in advance.
4. System updates
Terminals perform daily updates at 2 AM local time. Updates are essential to keep the Terminal synchronized with the online system. Ensure Terminals are powered on and connected during this time.
Do not power off a Terminal showing: “Starting Up, Please Wait…”. If unable to update between 2 AM – 6 AM, the Terminal will continue using the last successful update. It will then retry the update the following morning at 2 AM.
5. Powering off
To correctly power off a Terminal:
Press the Manage button on the touchscreen.
Select your name from the list.
Enter your 4-digit PIN.
Select Shutdown Terminal from the Manage Menu.
If you are unable to power off the terminal using the above steps, disconnect the Terminal from the power source. Only do this if absolutely necessary.
6. Checklist
To troubleshoot issues easily:
Ensure clean, uninterrupted power.
Confirm network cable is connected (or 4G coverage for cellular Terminals).
Inspect all device cables (Alcolizer, Thermal Camera, Printer, Card Reader).
Allow up to 1 hour for startup or update completion.
Restart attached devices if they malfunction.
Do not restart the Terminal itself unless instructed by an Ideagen Support Technician.
7. Contacting us
If issues persist, open a ticket with us with the following:
Affected user’s name or ID number
Date and approximate time of incident
Terminal name (shown at bottom-left of the screen) OR Terminal Serial (DT number on the cabinet)