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Troubleshooting Work Computer Time Clocks

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Overview

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

Scenario: 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 Work Computer clock in method may be disabled.Clock In button

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

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: 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:

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

Middle of Nowhere message

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 Internet connection. When I Work checks to see if the work computer is using your Internet connect to determine whether the employee is in the right place.

Solutions:

  • Make sure the employee knows where to be when clocking in.
  • Tell the employee to connect to the workplace wifi or network before clocking in.

Possible Cause: Incorrect location settings

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

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

Scenario: 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.Location Off message

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 location.
  • A street address is set for the location.
  • 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 location’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.
Updated on April 13, 2017

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