Troubleshooting your Punch Clock Device

Overview

On occasions you will need to troubleshoot your Punch Clock Device or may have questions about it. This article will provide you some troubleshooting steps based on certain situations you may face. If you are facing an issue not covered in this article, or the troubleshooting steps mentioned below do not resolve the issue, please contact the Support Team at support@talexio.com.

Contents

• Employees
• Clockings
• Devices

Employees

1. How long does it take for employees to be visible on the punch clock device?
   • With Time & Attendance Module
     • Syncing between Talexio-HR and the punch clock device is done every hour.
   • CDM Only (Without Time & Attendance Module)
     • Syncing between CDM and the punch clock device is done every 15 minutes.
2. Why are my employees not showing on the punch clock device?
   • With Time & Attendance Module
     1. In the Talexio-HR the employee does not have the Time & Attendance enabled within their employment position.
     2. In the Talexio-HR the employee does not have an employee code set in their Details.
     3. The Punch Clock Device is Unhealthy (Offline)
   • CDM Only (Without Time & Attendance Module)
     1. The Punch Clock Device is Unhealthy (Offline)

Clockings

1. How long does it take for clockings to be synced online?
   • With Time & Attendance Module
     • Clockings are uploaded onto Talexio-HR within 15 - 30 minutes.
   • CDM Only (Without Time & Attendance Module)
     
     • Clockings are uploaded onto CDM within a few minutes.

Devices

1. My punch clock device is marked as unhealthy (Offline) in CDM. What should I do?
   • CDM shows the devices as HEALTHY if we have received a signal from the device in the last 10 minutes. Pointing the last signal icon will show you when the last signal was received. In all cases, this is a problem of either the device being switched off, or the network cable being disconnected or the internet service being disconnected on the client’s premises. These issues will first need to be resolved to bring the device back online.
     
   • Once these have been checked and confirmed as ok but the device is still showing on the CDM as unhealthy (Offline), please contact the support team at support@talexio.com.