Troubleshooting your Punch Clock Device

Alasdair MacNeill
Alasdair MacNeill
  • Updated

Overview

At times, you may need to troubleshoot your Punch Clock Device or have questions about its functionality. This article outlines common issues and provides step-by-step troubleshooting guidance based on different scenarios.

If the issue you’re experiencing isn’t covered here, or if the steps below don’t resolve the problem, please reach out to our Support Team at support@talexio.com for further assistance.

 

Employees

  1. How long does it take for employees to be visible on the punch clock device?
      • Syncing between Talexio-HR and the punch clock device is done every hour.
      • 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?
      • In Talexio HR, the employee does not have the Time & Attendance setting enabled within their employment position. To check and enable this setting:
        1. Go to the employee's profile 
        2. Click on the Employee Position Tab
        3. Click on Edit near the employee's current position
        4. Go to the Time & Attendance tab
        5. Enable the Time & Attendance Setting
        6. Click Save
      • The employee does not have an Employee Code set in their Details section.
      • The Punch Clock Device is currently unhealthy (offline).
      • The Punch Clock Device is currently unhealthy (offline).

 

Clockings

  1. How long does it take for clockings to be synced online?
      • Clockings are uploaded to Talexio-HR within 15 to 30 minutes.
      • 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?
      • In CDM, a device is marked as Healthy when it has sent a signal within the last 10 minutes.
        If the device is marked as Unhealthy (Offline), it means no signal has been received during that timeframe.

        You can hover over the Last Signal icon in CDM to view the exact time the last signal was received. In most cases, this issue is caused by one of the following:

        • The device is powered off
        • The network cable is unplugged or faulty
        • The internet connection at the client’s premises is down


        The first step is to ensure that the internet service at the premises is working correctly. To do this, follow these steps:

        1. Switch off both the internet modem/router (e.g., Melita, GO, or Epic) and the punch clock device.
        2. Wait for about 30 seconds.
        3. Switch the modem/router back on first and wait until the internet connection is fully restored (this may take a couple of minutes).
        4. Once the internet is back online, turn the punch clock device back on.
      • If all the above checks have been completed and the device is still showing as Unhealthy (Offline) in CDM, please contact our support team at support@talexio.com for further assistance.

 

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