Overview

If your employees are having trouble clocking in from the When I Work web app on their personal computers, 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.

The Clock In button is missing

Employees use the  Clock In button at the top of the When I Work web app to clock in for shifts. If the button is missing, the Personal Computer clock in method may be disabled.

Solution: If you’re a manager or account holder, follow our instructions to allow employees to clock in from their personal computers. Otherwise, ask a manager or account holder for help.

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.

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 How Early Can Employees Clock In for a Shift to Anytime 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 How Early Can Employees Clock In for a Shift to 5, 15, or 30 minutes before 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 How Early Can Employees Clock In for a Shift to Anytime in attendance settings. You must have manager or account holder access privileges to make this change.

A “middle of nowhere” message appears

The When I Work web app displays these messages if it appears that the employee is trying to clock in from the wrong location:

• “We cannot find your location. Please make sure you are punching in from an approved location.”
• “Middle of Nowhere”

Possible Cause: Employee clocking in from wrong location

The employee might be clocking in from the wrong physical location or not connected to your workplace’s Internet connection. When I Work checks to see if the personal computer is using your workplace’s Internet connection to determine whether the employee is in the right place.

Solutions:

• Make sure the employee knows where to be when clocking in.
• If you use multiple schedules, make sure the employee’s shifts are on the correct schedule.
• Tell the employee to connect to the workplace wifi or network before clocking in.

Possible Cause: Incorrect schedule settings

If the employee is trying to clock in while using the workplace Internet connection at the correct location, the schedule’s IP address may be set incorrectly in When I Work.

Solution: Make sure the correct IP address is entered in the schedule’s settings.
You must be a supervisor, manager, or account holder to make this change.

A “location off” message appears

The When I Work web app displays a “Location Off” message if the user does not give permission to share location information.

This occurs only when all of the following items are true:

• An employee is trying to clock in from a computer that isn’t using the workplace Internet connection or no IP address is set for the schedule.
• A street address is set for the schedule.
• The employee did not give the web browser permission to send location information to When I Work.

Solutions:

• Make sure the correct IP address is entered in the schedule’s settings. This will allow employees on the workplace Internet connection to clock in without sharing their location.
  You must be a supervisor, manager, or account holder to make this change.
• If the employee needs to clock in without using the workplace Internet connection, tell the employee to give When I Work permission to access location when prompted. If the employee has already denied the location request, the employee may need to reset the browser location permission setting for When I Work.