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Troubleshooting a Fixed Terminal on a Computer

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Overview

If your employees are having trouble clocking in from a fixed time clock terminal on a desktop or laptop computer, follow the steps in this article to troubleshoot and resolve the issue.

Things to know before you begin

You must have manager or account holder access privileges to perform some troubleshooting steps in this article. If you have employee or supervisor level access, you’ll have to ask for help when you get to those steps.

Scenario: A no shift message appears

If an employee sees a “There is no shift yet. Clock in later.” message at clock in, it could be because no shift is scheduled or it’s too early to clock in for a scheduled shift.

There is no shift yet message

Possible Cause: No shift is scheduled

The employee might be trying to clock in when no shift is scheduled.

Solutions:

  • If the employee is supposed to be working, add a shift for the employee.
  • If you want to allow employees to clock in without a scheduled shift, set Users Must Clockin Within to Anytime (no shift required) in attendance settings. You must have manager or account holder access privileges to make this change.

Possible Cause: Employee trying to clock in too early

The attendance settings allow you prevent employees from clocking in more than 5, 15, or 30 minutes early. This can prevent employees from clocking in.

Solutions:

  • Tell the employee to wait until their shift starts to clock in.
  • If you want to change how early employees can clock in, set Users Must Clockin Within to 5, 15, or 30 minutes in attendance settings. You must have manager or account holder access privileges to make this change.
  • If you want to allow employees to clock in without a scheduled shift, set Users Must Clockin Within to Anytime (no shift required) in attendance settings. You must have manager or account holder access privileges to make this change.

Scenario: Terminal stuck on a specific employee

If the fixed terminal only gives the option to clock in as a specific employee, that employee is probably signed in to the When I Work web app in another browser tab.

Solution:

  1. Find the browser tab where the employee is signed in to When I Work.
  2. Sign the employee out.
  3. Refresh the fixed terminal page. If that doesn’t fix the issue, reauthorize the fixed terminal.

Scenario: Nothing happens when employees clock in or out

If the fixed terminal doesn’t respond when employees try to clock in and out, the computer might have lost its connection to When I Work.

Clock in without network

Solution:

  1. Make sure the computer is connected to a Wi-Fi network or wired network.
  2. Verify that the Internet connection is working.
  3. Refresh the fixed terminal page.

Scenario: A “user ID does not exist” message appears

A fixed terminal displays a “User ID does not exist” message if the supervisor, manager, or account holder that originally authorized the fixed terminal has been demoted to employee-level access privileges.

User ID does not exist

Solutions:

  • Reauthorize the fixed terminal as a different supervisor, manager, or account holder.
  • If the user that originally authorized the fixed terminal was demoted by accident, restore the user’s original access privileges. You must have manager or account holder access privileges to make this change.

Scenario: A “loading data” message appears

A fixed terminal may display a “Loading data” message if the supervisor, manager, or account holder that originally authorized the fixed terminal has been deleted from the account.

Loading data

Solutions:

  • Reauthorize the fixed terminal as a different supervisor, manager, or account holder.
  • If the user that originally authorized the fixed terminal was deleted by accident, reactivate the deleted user. You must have manager or account holder access privileges to reactivate any user. If you’re a supervisor, you can reactivate employees that belong to your locations.
Updated on September 18, 2017

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