Step 2: Foreign worker can leave the clinic
Step 3: You may communicate with us via email at cs@fomema.com.my or biometric@fomema.com.my, live chat or WhatsApp

Step 4: Once we had enable to physical verification we will reply you accordingly and you may save the examination date or submit the x ray accordingly.

Invalid request device serial number null, Internal error in Init, Biometric device not connected.

Why this error happens?

• The computer software (Dermalog) for the biometric fingerprint scanner is not running properly
• Your clinic computer is still using Windows 7 instead of Windows 10

            Let’s look on the steps and action you may need to take

Step 1: Capture the full error message and full page of the passport for the following foreign worker.
Click here to have a clear view on the full error message and the full page of passport for the following errors

Invalid request device serial number null full error message and full page of passport

Internal error in INIT full error message and full page of passport

Biometric device not connected full error message and full page of the passport

Step 2: Foreign worker can leave the clinic
Step 3: You may communicate with us via email at cs@fomema.com.my or biometric@fomema.com.my, live chat or WhatsApp
Step 4: We will lodge report to the respective vendor on regards of this issue and the vendor will contact the clinic to troubleshoot the issue.
Step 5: Once we had enable to physical verification we will reply you accordingly and you may save the examination date or submit the x ray accordingly.

Installation of biometric software (Dermalog)

If you have upgraded the computer to windows 10 and require the installation of biometric software in your computer do follow the steps below.

Step 1: You may communicate with us via email at cs@fomema.com.my or biometric@fomema.com.my, live chat or WhatsApp

Step 2: We will lodge report to the respective vendor on regards of this issue and the vendor will contact the clinic for the installation of biometric software?

Step 3: Meantime if there is any foreign worker at your clinic you may send the full page of the passport for verification purpose.

Step 4: Once we had enable to physical verification we will reply you accordingly and you may save the examination date or submit the x ray accordingly.

Biometric scanner device lost

Lost your device or misplace your device? Unable to proceed for biometric verification?

If yes please follow the steps below:

Step 1: You may communicate with us via email at cs@fomema.com.my or biometric@fomema.com.my, live chat or WhatsApp

Step 2: An official letter with the doctor signature should be send to us via email informing us on the current issue for record purpose

Step 3: Biometric verification will be disable temporarily until further notice and action taken by the relevant department

Step 4: We will reply your email accordingly to notify you on the action taken by us

Reformat your computer or laptop

Is your biometric software missing after your computer or laptop has been reformat?

Let’s follow the steps below:

Step 1: You may communicate with us via email at cs@fomema.com.my or biometric@fomema.com.my, live chat or WhatsApp

Step 2: An official letter with the doctor signature should be send to us via email informing us on the current issue for record purpose

Step 3: We will lodge report to the respective vendor on regards of this issue and the vendor will contact the clinic for the installation of biometric software

Step 4: Biometric verification will be disable temporarily for 10 days effective from the date the issue has been brought forward to us.

Step 5: We will reply your email accordingly to notify you on the action taken.