General Clock Troubleshooting Issues

Issue	Details and Resolution
The clock is unresponsive and does not accept input.	If the condition persists, reboot the clock by selecting clear + F8. Report the issue to Infor Support via Xtreme and ensure to attach the log files from the clock. The log files can be accessed via WinSCP from the following location /opt/infor/clock/log.
Red connectivity icon is displayed	The 9000 cannot communicate with the system server. The following are possible causes for connectivity issues: A cable is loose or unplugged. Check the cables connecting the 9000 to the network. The user name and/or password specified on the clock is not valid. Ensure the user name and password specified on the clock is valid. The WFM URL entered in the clock is incorrect.
Invalid badge message is displayed.	The clock does not recognize the employee's badge number. Ensure the correct badge number is being used. Ensure the clock is included in the reader group(s) assigned to the employee. Ensure the clock is connected to the system.
The date and time displayed on the clock are incorrect.	For more information, see Troubleshooting time synchronization.
Clock reboots or re-initializes by itself.	There are several possible causes: An automatic reboot of the clock was initiated because a software update was completed. An automatic re-initialization was run because a configuration update was completed. The clock reboots because an authorized user with access to the clock's operating system issued a reboot.
No employees are displayed in the admin console	Ensure that the clock can connect to the system instance. A successful connection requires the correct URL and clock name, and a valid username and password. The name identifying the clock is stored in the Reader Name field on the Readers page. The page can be accessed by selecting Maintenance > Reader Setup > Readers. In addition, check the log for errors that might point to network communication problems.
None of the keys are working.	If the clock does not respond after pressing any of the keys on the keypad, a background process may be running, such as sending swipes or updating the firmware. If the seconds are not advancing on the display, the clock is unresponsive. Power the clock down and then power the clock up.
Clock punches are not displayed on the timesheets.	Ensure that the Clock Processing task is running in the Job Scheduler and is scheduled to run frequently enough. Verify that the last run time of the Clock Processing task has occurred recently and after the clock swipe occurred. Ensure that you are viewing the correct employee's timesheet for the correct dates. In the Admin Console, check the Journal tab to ensure the clock punches exist and have a value of `T` in the `SENDTOXML` column. If there is a backlog of clock punches without a `T` value, the punches are not being sent to the system. If so, check the Log tab of the Admin Console for communication errors and verify the connection between the 9000 and the system server. See Using Administration Console.

The clock is unresponsive and does not accept input.

If the condition persists, reboot the clock by selecting clear + F8. Report the issue to Infor Support via Xtreme and ensure to attach the log files from the clock. The log files can be accessed via WinSCP from the following location /opt/infor/clock/log.

Red connectivity icon is displayed

The 9000 cannot communicate with the system server. The following are possible causes for connectivity issues:

A cable is loose or unplugged. Check the cables connecting the 9000 to the network.
The user name and/or password specified on the clock is not valid. Ensure the user name and password specified on the clock is valid.
The WFM URL entered in the clock is incorrect.

Invalid badge message is displayed.

The clock does not recognize the employee's badge number.

Ensure the correct badge number is being used.
Ensure the clock is included in the reader group(s) assigned to the employee.
Ensure the clock is connected to the system.

The date and time displayed on the clock are incorrect.

For more information, see Troubleshooting time synchronization.

Clock reboots or re-initializes by itself.

There are several possible causes:

An automatic reboot of the clock was initiated because a software update was completed.
An automatic re-initialization was run because a configuration update was completed.
The clock reboots because an authorized user with access to the clock's operating system issued a reboot.

No employees are displayed in the admin console

Ensure that the clock can connect to the system instance. A successful connection requires the correct URL and clock name, and a valid username and password. The name identifying the clock is stored in the Reader Name field on the Readers page. The page can be accessed by selecting Maintenance > Reader Setup > Readers.

In addition, check the log for errors that might point to network communication problems.

None of the keys are working.

If the clock does not respond after pressing any of the keys on the keypad, a background process may be running, such as sending swipes or updating the firmware.

If the seconds are not advancing on the display, the clock is unresponsive. Power the clock down and then power the clock up.

Clock punches are not displayed on the timesheets.

Ensure that the Clock Processing task is running in the Job Scheduler and is scheduled to run frequently enough.

Verify that the last run time of the Clock Processing task has occurred recently and after the clock swipe occurred.

Ensure that you are viewing the correct employee's timesheet for the correct dates.

In the Admin Console, check the Journal tab to ensure the clock punches exist and have a value of T in the SENDTOXML column. If there is a backlog of clock punches without a T value, the punches are not being sent to the system. If so, check the Log tab of the Admin Console for communication errors and verify the connection between the 9000 and the system server. See Using Administration Console.