What should I do if my clocking failed even though I completed all scheduled check-ins?
For this issue, please first contact the CMS Control Room at +6011-501 4294 or +6011-18577483 for verification. If the CMS Control Room is unable to resolve the issue, they will request the Security Guard to inform the Operations Officer (PO) to coordinate with the Account Manager at the site. Alternatively, the CMS Control Room may directly notify the Account Manager to follow up with the PO to resolve the issue.
What should I do if I scan my face for attendance but someone else’s name/photo appears?
If this occurs, please rescan your face through the attendance settings. Ensure that during scanning you do not wear a hat, sunglasses, or anything that may obscure your face, and avoid strong backlighting so your face is clearly visible.
Why do I see pending/offline data in my clocking history, and what should I do?
There is no need to worry about pending or offline data. Such data will automatically sync to the system once the internet connection is restored. For verification or if the issue persists, please contact the CMS Control Room at +6011-501 4294 or +6011-18577483. The CMS team can check for internet connectivity issues, or investigate if the security guard experienced a network disruption or if there are other telecom-related problems at the site.
How do I register my face for the first time or if my face record is incorrect?
To register your face for the first time or update an existing record in TrackerHero, follow these steps:
Tap the three-line menu icon at the top left.
Go to Settings and enter the admin password: "123456".
Select Attendance Settings, find the name of the security guard whose face needs to be scanned, and capture the image until registration is complete.
After completing registration, return to the main TrackerHero menu and perform a check-in for attendance.
How to Register a Checkpoint?
To register a checkpoint in TrackerHero, please follow the steps below:
Open the TrackerHero application.
Tap the three-line menu icon at the top left of the screen.
Select Settings.
Enter the admin password: 123456.
Choose Checkpoint Registration.
A list of checkpoints will appear (for example: CP1).
Tap the checkpoint name (e.g. CP1).
Make sure NFC is enabled on the phone.
Place the back of the phone close to the checkpoint until the registration is successful.
Repeat the same steps for all remaining checkpoints until all checkpoints have been registered.
What should be done if, after face scanning, an incorrect name is displayed?
After completing the face scan, if an incorrect name is displayed, tap the Edit (pencil) icon next to the name.
Then, select the correct name and proceed with clocking as usual.
What should be done if a security guard misses a clocking?
If a clocking is missed, the security guard should inform the Post Officer (PO).
The PO will then coordinate with the Account Manager responsible for the site to resolve the issue.
A security guard completes a check-in and can clock, but their name does not appear in the attendance history, even with internet connected. What should be done?
The security guard should first perform a check-out, then check-in again.
Afterwards, they should verify that their name appears in the attendance history to ensure the record is correctly updated.
