This is typically caused by the Payclass option under settings being incorrectly set. Specifically, the “What is the Maximum continuous hours an employee will work”. What the setting is asking you is how long an employee will is allowed to work on a single shift. The fix to this is usually to simply raise the hour limit.
Employee is not able to clock in on the Xenio Smart Clock
This is typically caused by having the settings under “Clocking Permissions” set up incorrectly. Clocking Permissions is found under the “Users” tab. Select on the employee then select “Clocking Permissions” and ensure that the Smart Clock they will be using is listed under the “Clocks Allowed to Use” box.
Employees are working but the software is not calculating their time
This is typically caused when the client is using schedules and has not scheduled an employee. If the employee comes in to work the software will allow it but will not pay for the hours until they have a schedule created for that day. The fix for this is to create a schedule for the day to employee worked.
When attempting to run a report after selecting “View” no new window opens with the report
This is typically caused when using the “Google Chrome” or “Mozilla FireFox” browsers that have built in pop-up blockers. The fix to this is to simply tell the browser to allow pop-ups from EasyClocking.
Newly created managers can’t see anything when they log in to the software
This is typically caused when the “Privilege” group has not been set up properly. The fix to this is to go into “Settings” then select on the “Privileges” sub-tab and make sure you create a privilege group. Then go into “Users”, select the new manager and make sure that privilege group is assigned to him/her.
Cannot log into Mobile Application
This is typically caused when the “Clocking Permissions” for mobile employees have been set up incorrectly or not at all. The fix to this is to go into the “Users” tab then the “Clocking Permissions” sub-tab and ensure that the “Use Mobile” option is checked. Once this is done then select “Save” to the bottom right.
Cannot Clock in through Mobile Application
This is also caused by the “Clocking Permissions” similarly to the last common problem. In order to fix this follow the same steps as the problem before this one and ensure that the Mobile Clocking options is selected. It will be the option to the right of “Use Mobile”
Xenio Smart Clock is offline but was working previously
This typically happens when there is a power outage but can also be caused during network restarts, updates or a bad WiFi connection. The fix to this is usually the simplest. A quick Smart Clock restart should allow the clock to connect (Remember, you must power it off for 15 seconds to force it to be assigned a new IP). You can also restart the network or if you’re using WiFi disconnect and reconnect the clock. If you’re in a weak WiFi area consider a WiFi range extender or moving the clock to a more suitable location.
Time Card shows “Invalid Data”
This will appear when you approved a Time Card before the pay period has ended and you have an employee continue to clock in and out. The fix to this is to unapproved the the Time Card and approve it again. Only approve Time Cards at the end of the pay period.
Employees Punches not showing on Time Card
This is typically caused when an employee is punching in and out but the Smart Clock is offline. The fix to this is to simply wait for the Smart Clock to go back online. It will then send all information to the software in real time automatically. In order to get Smart Clock online again please refer to “Xenio Smart Clock is offline but was working previously”.
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