TimeClock Troubleshooting

The following article contains a breakdown of some common TimeClock errors and how to troubleshoot them. If you are still receiving errors after troubleshooting, please contact our support team for further assistance.

*Note* Troubleshooting on the admin side of the clock will require a mouse and keyboard.

There are no available punch actions at this time. See your supervisor for assistance.
  • A few different things can cause this error and is typically due to a setup issue:
    • Make sure the employee having the issue is on an order for a customer that has a clock assigned either to them, or somewhere above its level in the parent/child tree.
    • Make sure the employee has the correct credential type under the actions menu > "Manage Time Clock Credentials".
    • Make sure the "TW Time Clock" box is checked on the order.
    • Make sure the time zone is setup for the worksite on the order.
    • If the TimeClock has recently been assigned to a new customer make sure you have restarted the clock for the clock to register the update.
    • Make sure the assignment does not have an end date and the start date is not in the future.
Problem communicating with the service, please contact your provider.

  • This error is typically caused when the time clock is not connected to the internet:
    • Log into the administrative side of the TimeClock and check to see if the clock is connected to your network.
    • If connected through Ethernet, make sure the cord is plugged in correctly to both the clock and router. You can also test by plugging the Ethernet cord into a laptop.
    • Make sure the password to the network the clock is connected to is entered correctly or has not changed if the clock is on WiFi.
Authentication Failed. Your Auth information is incorrect.

  • When attempting to punch in, the clock is unable to find the Authentication Method (Quickpin, Mag Cards, Proximity Cards) used by the employee:
    • Make sure the employee has the correct credential type under the actions menu > "Manage Time Clock Credentials".
The given key was not present in the dictionary.

  • When attempting to punch in, the clock is unable to find a valid paycode to use for the punch:
    • In Webcenter, review the config > Pay Codes area. At least one paycode should be "Default: True" (Usually Reg).

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