If your staff are able to clock-in on the Time Clock but the information is not being sent through to their Timesheet, your Time Clock is most likely Offline.
You will be able to see this on the Time Clock itself; there will be a warning which looks something like:
Offline devices like this still capture clock-ins and upload them to Tanda once connection is restored. You can check what clock-ins are pending if you are an admin. After inputting your passcode go to Pending Clock Ins.
You will see a list of all the pending clock-ins on the device.
Checking your Connection
If your device should be connected to your local Wi-Fi Network, check at the top of the device for the Wi-Fi logo:
If the Wi-Fi logo is displayed, your device is connected however the network may be experiencing issues connecting to the Internet. Check that other devices (computers, mobile phones etc) connected to the Wi-Fi are working, if they are then the clock-ins will be sent through to Tanda once a connection is regained. If the Internet is not working, then you will need to fix this issue.
If your Wi-Fi connection is only showing 1 or 2 bars, then try moving the Time Clock to another location where the connection may be stronger.
If your Time Clock has still not sent through the clock-ins, move to the next troubleshooting step; checking for an App Update.
If the Wi-Fi is not turned on:
- For Samsung: swipe your finger down in the top right corner to bring up the Settings Menu and check whether the Wi-Fi icon is green:
If it is greyed out, press it to turn it on and it should turn green. You should then see the Wi-Fi logo appear at the top
If it does not reappear, you may need to try to reconnect your Wi-Fi network. To do this, swipe down in the top right hand corner to bring up the Settings menu and click the cog icon in the top right hand corner. Under the “Connection” tab in the top of the screen, click “Wifi” under the “Network Connection” panel on the side. Select your Wi-Fi network from the list and enter your password. Hit the home button at the bottom of the device to return to the Tanda App.
- For iPad: swipe up from the bottom of the device and check whether the Wi-Fi icon is blue:
If it is greyed out, press it to turn it on and it should turn blue. You should then see the Wi-Fi logo appear at the top
If it does not reappear, you may need to try to reconnect your Wi-Fi network. To do this, go to your Settings and select Wi-Fi, choose the relevant Network and then re-enter your password. Hit the home button at the bottom of the device and return to the Tanda App.
For Sim Card
If you are using a Time Clock with an Optus or Telstra sim, you will need to check whether the device is able to access mobile internet data. On the Time Clock, look at the top for whether it has an H or a 3G connection:
Next, check that Mobile data is switched on:
- For Samsung: on the device, swipe your finger down in the top right hand corner to bring up the Settings menu. Check that the Mobile data icon is green, if it is greyed out, press it to turn it on:
- For iPad: Go to Settings and select Mobile and ensure Mobile Data at the top is turned on:
Next try Resetting the Sim Card:
- For Samsung: Hold down the power button on the top right side of the device (above volume) until a menu pops up. Press Airplane/Flight mode:
Just click OK to the warning message that pops up. Count to 10 and then repeat by holding down the power button until the menu pops up and click Airplane/Flight mode again. Click OK to the message that Airplane/Flight mode will be turned off.
- For iPad: Go to Settings select Aeroplane Mode, count to 10 and then turn it off again:
If your Time Clock is still Offline, next let's check to see there isn't a warning that the App needs updating.
Updating the App
Tanda regularly make updates to improve the reliability of the Time Clock. The Time Clock will generally still function as always without the update, but you should enable the update as soon as possible.
When there is an update available it will show at the keypad screen of the Time Clock to any staff member. You just need to click on the message and then follow the prompts. Refer to this help article for more information on updating the app.
Restarting the Device
The final step is to restart your device. Like any piece of hardware, sometimes it just needs a reboot.
- For Samsung: Hold down the power button on the top right side of the device (above volume) until a menu pops up. Press the Restart button. The device will then power back up and open on the Time Clock. Wait a few minutes and check that the Offline warning has disappeared from the bottom and then check in Tanda that your clock-ins have come through.
- For iPad: Hold down the power button on the top right side of the device. Slide to power off and then wait a few seconds. Then press the power button down again until you see the apple symbol on your screen. Open the Time Clock and check that the Offline warning has disappeared from the bottom and then check in Tanda that your clock-ins have come through
If one of these troubleshooting solutions fixed your issue, your Time Clock should show up as Online again in the Dashboard and your pending clock-ins will start coming through.
If not, please contact Tanda on the details below and let us know what you have tried.
If you would like further assistance please contact Tanda Support by clicking on the blue chat icon in the bottom right corner, on 1300 859 117 or firstname.lastname@example.org