InTouch Time Clock Troubleshooting Guide (9100 & DX Models)

Introduction
This guide provides troubleshooting steps to help resolve common issues with your InTouch time clock. Follow the steps below to quickly identify and fix any problems. Please note that this guide may not be all-encompassing and can vary depending on your organization’s internal policies or setup. For further assistance, please contact your administrator or assigned Green Leaf Specialist.

Table of Contents

1. Time Clock Doesn’t Recognize Manager Badge ID at Manager Login

2. Time Punches Not Showing on Employee Timesheet

3. Time Clock Fails to Recognize Badge ID During Punch or Biometric Registration

1. Time Clock Doesn’t Recognize Manager's Badge ID at Manager Login  

Possible Causes:

• The manager's security level in their Hardware Settings widget may be set to "Employee" instead of "Manager."

• Incorrect Badge ID entered.

• The manager password was entered instead of the manager's badge ID.

Troubleshooting Steps:

1. Verify that you’re using the correct Badge ID associated with your Elevated account. You can find this in your Employee Profile under the Badge ID field. While the Badge ID and Employee ID could be the same number sequence, they are distinct; the time clock only references the Badge ID.

2. Check with your administrator or manager to ensure the security level in Hardware Settings is set to Manager and not Employee.
   Note: This setting specifically controls access to the time clock hardware, distinct from your Security Profile in Elevated.

3. If necessary, update the security level to allow manager access.

1. Employee Profile > Hardware Settings > Security Level > Manager > Save.

2. Please note you'll need to wait for the time clock to resync with the system before seeing this update.

2. Time Punches Not Showing on Employee Timesheet  

Possible Causes:

• The time clock is not connected to your local network.

• Punches fall outside the defined parameters of the employee's Timesheet Profile.

• Incorrect Badge ID was used during the punch.

• Data has not yet been synced with Elevated.

Troubleshooting Steps:

1. If connecting via Wi-Fi, access the network settings through Maintenance Mode to confirm you are connected to your local network, then run a Communications Test. If using a wired connection, go straight to running a Communications Test to check connectivity.

• Maintenance Mode > Tests > Communications > Play button or Start Test.

2. Confirm the test says “Success” or “Connected.” If not, contact your IT department to ensure there are no firewall restrictions preventing the connection. Note: Do not factory reset the device without first consulting a Green Leaf team member as this deletes the settings that connect the device to Elevated and any recorded time punches stored on the clock.

3. After confirming the device is connected, check the employee’s timesheet for missed punches:

• Go to the employee’s timesheet.

• Click the three-dot menu (…) in the top-right corner.

• Select Reprocess Punches to review all recorded punches.

• Successful punches will show a status of “OK.”

• Tip: Punches may not appear correctly or show as 'OK' if the employee is punching outside the allowed hours or using an incorrect Badge ID linked to a different account.

Reprocess Punches Widget

Invalid Punch Time Error

3. Time Clock Fails to Recognize Employee Badge ID During Punch or Biometric Registration  

Possible Causes:

• The Badge ID field is empty or incorrect in the Employee Profile within Elevated.

• Sync issue between the time clock and Elevated platform.

• Missing or incorrect employee profile data.

Troubleshooting Steps:

1. Log into Elevated and navigate to the employee's profile.

2. Locate the Badge ID field to confirm it matches the ID being entered at the time clock. You can search for this field using the search bar in the top right-hand corner.

• If the Badge ID field is empty, the time clock won’t recognize the employee. Enter the correct Badge ID as per company policy and save the changes.

3. To ensure the time clock syncs with Elevated, run a Communications Test on the device.

• Note: Badge ID updates might take a little time to reflect, but you can speed up the process by triggering a sync with the Communications Test.

• Remember, employees still have the option to submit a Timesheet Change Request through the system while you are waiting for the time clock to pull in any updates.

Reference BADGE ID field