Overview

If your users are having trouble clocking in from a time clock terminal on an iPad, iPhone, Android phone, or Android tablet, follow the steps in this article to troubleshoot and resolve the issue.

If your time clock terminal is running on a computer, check out our troubleshooting article on the subject.

Considerations

You must have manager or admin 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.

A network error message appears

A time clock terminal displays a network error message if it’s unable to connect to When I Work over the Internet. If your terminal is unable to connect, it might display one of these error messages:

• “The Internet connection appears to be offline.”
• “Network Error”
• “Cannot connect to the Internet. Please check your connection and try again.”

Solution: Make sure the device is connected to Wi-Fi network or cellular data network.

A missing user message appears

A time clock terminal displays a missing user message if the supervisor, manager, or admin that originally authorized the terminal has been demoted to employee-level access privileges. When this occurs, the terminal displays one of these messages:

• “User ID does not exist.”
• “The user you are looking for is not here.”

Solutions:

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

A user login required message appears

A time clock terminal displays a “User login required for this resource” message if the supervisor, manager, or admin that originally authorized the terminal has been deleted from the account.

Solutions:

• Reauthorize the time clock terminal as a different supervisor, manager, or admin.
• If the user that originally authorized the terminal was deleted by accident, reactivate the deleted user. You must have manager or admin access privileges to reactivate any user. If you’re a supervisor, you can reactivate employees that belong to your schedules.