Mitrefinch Unit Fault - Hardware Checklist

Below are a list of standard questions which are commonly used to fault find mitrefinch hardware issues and will help to determine if the issue can be quickly resolved with assistance from the mitrefinch support team or if an engineer is required onsite.   

Please provide answers to the appropriate questions when raising a ticket by emailing support@mitrefinch.co.uk or raise a ticket directly via our support portal website by clicking here. Alternatively, please call mitrefinch support on 0330 726 0090.

• Has the mitrefinch unit previously worked or was recently installed?
  

• Is the display lit?  If blank, try power resetting the unit via the fuse spur.
  

• If the display is not lit, then please arrange for your maintenance contact to check the power source to the unit, is there power going to the unit?  
  

• If your unit(s) is not communicating, then please refer to section ‘Hardware Communication Test Instructions’ which will help to determine if it is network or hardware fault.
  

Additional questions if relating to a terminal clocking fault:

• What do you expect to see on the terminal? Is the date / time displayed on the terminal correct?
  

• Try pressing some buttons on the terminal, does anything happen? Such as the display changing or any sounds?
  

• If you’ve clocked at that unit, are your clocking’s appearing in the unassigned clocking’s within TMS?
  

• Is it just this terminal or are there other terminals that are affected with the same problem?
  

Mitrefinch Hardware Communication Test Instructions

1. From the TMS folder (e.g. NETMF/TMS), open the ACSMAP.EXE, and login with MASTER details.  This should bring you to a screen like the below:
   

1. From here you should be able to identify the clock, and the IP Address (if the IP isn’t shown, right-click on the clock in question, and click ‘details’ – the IP will be on this screen). 
   

1. Next, from the Site Planner, click ‘File > Monitor mode’ – this should open a similar screen, but all terminals will have a light next to them.  Please confirm that the clock in question has a green light next to it. 
   

1. If not, the first comms test would be a PING test from a command prompt using the IP Address from above.
   

1. The second comms test is to go back to the TMS folder, and open a program called MFUTIL.EXE.  When this opens, click ‘Utilities > Test terminal comms’. 
   

1. Choose the clock in question and click ‘OK’.  A comms test will now take place.  If the program replies as per the following screenshot, again the clock is offline.
   

1. If both tests produce timeouts the fault more-than-likely lies with the Network.  If this happens it may be worth plugging a laptop into the N/W port where the clock is, and Pinging the laptop over the N/W.
   

Then let us know the results of these tests by emailing support@mitrefinch.co.uk or raise a ticket directly via our support portal website by clicking here. Alternatively, please call mitrefinch support on 0330 726 0090.