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 at the bottom. You will also see how many pending clock-ins are stored on the device: 

You can also check this on your Dashboard in Tanda under the Our Time Clocks widget (if you're an Admin):

1. Check your Connection

    1.1 Wi-Fi

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.

2. 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 bottom of the Time Clock to any staff member. You just need to click on the message and then follow the prompts

3. Restarting the 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

4. Force Stop the App

If your Time Clock is still not online at this point, you can try Force Stopping the app. 

  • For Samsung: scroll from the top down and select the Settings cog in the top right hand corner. On the left menu select Applications and on the right select Application Manager. Scroll down until you see Tanda Time Clock and click on this and press FORCE STOP, click OK. Press the Home button at the bottom of the device and the Time Clock will restart.
  • For iPad: double click the Home button to open your most recent apps. Swipe left or right until you see the Time Click and swipe up to close it. Then re-open the Time Clock app.

5. Re-authenticating the app

When staff try to clock in/out utthe app doesn't accept it (shows red lines and numbers disappear), the Team Manager's profile might have been deactivated. This is actually an easy fix - best to have a co-team manager of the same location or an admin do this.
To fix this, enter the passcode of your manager or admin > Settings > App details > Assign a new manager to this device.

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.

Did this answer your question?