This help guide will detail common troubleshooting techniques to follow if your Tanda Time Clock App isn’t connecting.

Troubleshooting an Offline Time Clock

The first step to troubleshooting your Tanda Time Clock is verifying its online status. If Tanda can’t connect to a time clock, it will display as offline on your dashboard under the ‘Time Clocks’ widget. If you use multiple time clocks, you can monitor their respective online statuses from this widget. You can also manage the status of your time clocks at any time by navigating to Settings > Time Clocks.

In this example, your time clock is offline, so an error message will also display at the bottom of your Time Clock app. Click the arrow to expand and read the full error message. This error message should provide more context and help you diagnose the specific issue.

Once you have read this error message and confirmed your time clock is offline, we recommend following the steps below to resolve your connection issue.

Note: These steps are not listed in a particular order. If the error message displayed on your Time Clock app matches one of the below headings, please skip directly to that step.

Check your Wifi
Restart Your Device
Update Your Time Clock
Force Sync
Re-authenticate your time clock

1. Check Your Wifi

Firstly, you should check your device’s Wifi connection to ensure that you are connected to the internet. Often, internet connectivity issues are the root cause of your time clock unexpectedly going offline.

You can confirm if you are connected to the Internet by opening a web browser on your device and navigating to some web pages to confirm that the Internet is working as expected.

If your time clock has working internet access, move on to the next troubleshooting step.

2. Restart the Device

After confirming your time clock is connected to the internet, you should try restarting your tablet or device. Then, check if the time clock is back online.

3. Check For App Updates

Next, check for any pending updates to the Time Clock app. Tanda regularly makes updates to improve the reliability and performance of the Time Clock app.

If an update is available, it will appear at the bottom of the Time Clock app. Click on this message and follow the prompts to update your app.

4. Force Sync

To force sync the Time Clock app and Tanda, double-click on the Tanda logo located at the bottom right corner of the app.

You will then see a pop-up message confirming the syncing process is underway in the background. Simply press OK, and the app will continue to sync in the background.

Once this process is complete, check if your app is back online.

5. Re-authenticate Your Time Clock

If the above steps haven’t resolved your issue, you may need to re-authenticate your Time Clock.

To re-authenticate your Time Clock:

1. Enter the passcode of an Admin user. If you are not logged in as an Admin, the following steps will not work.

2. Navigate to the Menu in the top right corner.

3. Select Settings

4. Select Configure Time Clock

5. Select Re-authenticate

6. Select Continue on the modal. Then, confirm your Time Clock setup code. For information on where to find your time clock setup code, see our help guide on Installing the Tanda time clock app.

The time clock will then re-authenticate. Once this is complete, check if your Time Clock is back online.

Pending Clock Ins

If your Time Clock is still online but times have not transferred to timesheets, check if any clocked times are pending on the Time Clock.

If there are any pending clock-ins, they will be re-synced once your internet connection is reestablished or you re-authenticate your time clock.

The Time Clock app attempts to send the clock-in data to Tanda's servers as soon as the clock-in is completed. Usually, this means a clock-in recorded on the Time Clock app will appear on timesheets within seconds. As a safeguard, the Time Clock caches all clock-ins on the device locally until it can send the data to Tanda's servers. These will appear as pending clock-ins.

If you think it’s taking longer than normal for clock-ins to be received, you can check the Timesheet Audit History and see if the ‘start’ and ‘create’ times align (this is only visible to account Admins).

FAQs

How Do I Interpret the Timesheet Audit History?

To interpret the timesheet audit history, refer to the below image.

1. Shows when the clock-in was received by the server in the 'time' column (12:33 pm).

2. Shows when the clock-in was recorded on the Time Clock in the 'changes' column (12:28 pm).

In most cases, these times will be identical, as clock-ins are usually sent to the server within seconds. However, if your device had internet connection issues or was otherwise offline, the times will be different and will show as pending.

What Does the Time Clock Warning on a Timesheet Mean?

A warning will appear on timesheets if a Time Clock goes offline during the current timesheet period.

These warnings will disappear once the time clock has been successfully reconnected or the time clock is deleted (deleting a time clock also permanently deletes any pending clock-ins).

Note: This warning won't prevent you from approving or exporting timesheets.

Why Are Clock-in Times Filtering Through to Timesheets Incorrectly?

Occasionally, you may notice a difference between clock-in times and the times appearing on your timesheets. If this happens, you should first confirm that the time zone on your device is set correctly. You can do this by logging in with the Admin passcode and then navigating to Settings > About Time Clock.

Will Pending Clock-ins be Deleted if I Re-Authenticate the App?

No, the re-authentication process will not delete your pending clock-ins. When a connection is re-established, the Time Clock will try to upload these pending clock-ins to Tanda. If successful, they will no longer appear in the pending clock-in list.

Will Pending Clock-ins be Lost if I Delete the Tanda Time Clock App?

Yes, deleting the Tanda Time Clock app will delete any stored pending clock-ins. Once deleted, these are not recoverable.

I'm Trying to Run the Tanda Time Clock App on an Older Device. Can I?

Apple enforces a requirement to software providers that an app must no longer support iOS version 12 or below to be listed in the app store. As such, the minimum iOS version required to run the Tanda Time Clock app is 13.0 or above.

I'm Receiving an Error 4a Message. What Should I Do?

Typically, if you’re receiving Error 4a, you can resolve it by re-authenticating your time clock. Please follow the instructions above to do this.

Can I Run the Tanda Time Clock App on My Desktop?

Using the time clock on a desktop is not actively supported or maintained. We strongly recommend setting up the Time Clock app on a tablet, iPad, or mobile phone.