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    eClock - Troubleshooting Common Queries

    Overview

    This article provides troubleshooting tips and steps to help resolve common eClock issues.

    If your issue persists after following any of the advice here, please raise a support ticket, describing the steps taken.  

     

    Employee requests a PIN through the app, but does not receive an email

    • Check junk and spam folders
    • Ensure that the email address noreply@fourth.com is not blocked
    • Check that the employee's email address in the system is correct - this can be seen on their 'Personal Details' page in the HR module
    • Re-save employment and personal details in the HR module
      Finger01.png This is to ensure that any changes made are fully pushed through to eClock

     

    Recently added employee not displaying in the eClock employee list

    • Refresh the employee list on eClock (similar to refreshing a social feed)
    • Check that the employee is included in the rota - on their 'Employment Details' page and/or 'Job Title' settings in the HR module
    • Check that the employee has an active fourth account - see Engage Mobile: Account Service Setup and Activation
    • Re-save employment and personal details in the HR module

    Finger01.png Please note: If the individual is missing from a multiple employment (ME) site, ensure the record does not overlap with another former ME record with the same location, division, and job title. 

    If there is an overlap (as in Fig.1), end the current ME record and create a new one with a non-conflicting start date. 

    Fig.1 - Multiple employment records

     

    T&A data from eClock is missing in Scheduling

    • Check that the eClock device is connected to the internet
      Finger01.png Please note: If the device is offline, it will store its T&A events until it goes back online. At that point, the data will be resent. If the device/app is closed whilst offline, the offline events will be lost
    • Check in Scheduling that T&A is enabled
      • Go to Settings > Departments > Edit Department > T&A Enabled (see Fig.2)
    Fig.2 - 'T&A Enabled' setting in Scheduling

     

    Data from eClock app is incomplete/mismatched 

    This issue can occur when users enter an incorrect date or time while using the 'Start New Shift' function (see Fig.3). Since any date and time can be entered, human error may cause records to connect incorrectly with others or result in empty records (see Fig.4).

    • To prevent this issue as much as possible, consider a lengthy "Maximum shift length" amount so only users who forget to clock out are met with this option

    More information on this function can be found here - eClock - Location Settings, Managing Bulletins and Today's Numbers

    Fig.3 - T&A times in Scheduling 
    Fig.4 - Manual clock out 

     

    Incorrect time and date on eClock

    Ensure that the time zone on the device is correct for your location

    • IOS - go to Settings > General > Date & Time
    • Andriod - go to Clock > More > Settings > Date and Time 

     

    eClock app isn't opening/can't be found on the App Store

    This will likely be because the device size you are using is not compatible with eClock, or you are running an OS version that is no longer supported. 

    • Minimum device screen size (viewport) = 1024 x 768  (you can check what size your device is using this site - https://whatismyviewport.com)
    • eClock is supported on the current +2 previous versions of IOS and Android

    For more information, please see this article - eClock - FAQs

     

    'Break' function is missing from eClock

    This setting is enabled by Fourth. Please contact your Customer Success Manager (CSM) or Fourth's Customer Care Team to have this activated.

     

    Employees are being clocked out when not at the device

    This can be due to any of the following reasons:

    • The employee is using the Start New Shift function (see Fig.4)
    • Your organisation has the "AutoClockOut" function
      • This can be enabled and disabled by requesting this through your CSM
    • Other users are doing this on the employee's behalf
      • To avoid this, please have the employee change their PIN via the reset option (see Fig.5)
    Fig.5 - 'Forgot your PIN?' option

     

     

    When adding a new device, the required location does not appear in the 'Choose location' drop-down

     

    Fig.6 - 'Choose location' drop-down

    The most likely cause is that the employee does not have access to the specific location. To verify their access, please follow the steps below in the HR module.

    • HR > search for and select the employee
    • Use the employee side menu and go to HR > Employee Access > Assign Access Levels
    • Check under the 'Scheduling Module' section (see Fig.7)
    • If Location Access is set to 'Bespoke', select Edit and add the missing location 

    It's also best practice to ensure that you have access to all the divisions at the location (if you shouldn't have access to the location/divisions of the site, please reach out to an internal user who does and can set this up for you).

    Fig.7 - Access levels

     

    Unable to see the Eclock Management App 

    Ensure your access level on Scheduling has the permission Can Install TnA Kiosk App.

    Check this via:

    • Scheduling > Settings > User Configuration > User Levels > Edit

    There are also other permissions here for the Management App if you can't access further functions - eClock - Installing the eClock App

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