Troubleshooting

Troubleshooting

• Case is created in Orange Tracker Timeclock Queue
• Put in MAC address of clock and clock #
• Suspected network issues (after basic verification) send to ndd@listserv.syr.edu

https://ot.syr.edu/projects/TIMECLOCK/issues

• Payroll reviews case and involves appropriate departments for trouble shooting.

Examples of recurring issues:

• Clock is offline and shows a red bar and light at top: Payroll can try to remotely reboot it and ping it. If it fails, it will need to be manually restarted, which requires a key to open the clock.

• White screen or partial blank screen: will need to be restarted manually with a key.

• Punches are not coming over from TCP to PeopleSoft: Payroll can monitor the processor and notify TCP if it is not working. It should send over punches every 5 min.

• Frozen Screen: needs a manual restart with key.

• "Invalid credentials" when employee punches: Payroll will verify employee is set up correctly in HR and Time & labor.

• "You do not have access to any clockable job duties": Payroll will verify employee is set up correctly in PeopleSoft and TimeClock Plus.

• Punches not taking in clock: If an employee swipes too fast or too slow the punch will not process.

Network verification:

• Wireless Clock:
  • Does clock IP address ping?
  • Can it be reached via clock manager utility?
  • If yes to either, should not be a network issue
  • If no to both, can ANY device at clock location successfully join AirOrangeGuest network?
  • If yes, there is likely no network issue
  • If no, escalate to ITS NDD (ndd@listserv.syr.edu) with the following information:
    • Clock number
    • Clock IP address and wireless MAC
    • Specific location (building, room)
    • Specific details of what isn't working and who did verification and with what device (MAC address needed)
    • Contact for who we can work with that can go back to the clock if needed for live troubleshooting over the phone
• Wired Clock
  • Does clock IP address ping?
  • Can it be reached via clock manager utility?
  • If yes to either, should not be a network issue
  • If no to both, bring a laptop to clock location. Configure the laptop with the same IP address, subnet mask, and gateway of clock and connect it to the clock's network jack. Configure 128.230.12.5 as DNS server address on laptop. (DO NOT CONNECT LAPTOP AND CLOCK WITH SAME IP ADDRESS TO NETWORK AT THE SAME TIME). Can the laptop get out?
  • If yes, there is no network issue.
  • If no, then follow the same escalation steps as above for involving ITS NDD