Troubleshooting

Common Issues and Solutions

Issue	Possible Cause	Solution
Setup Fails	Invalid credentials or Timeclock ID	Verify credentials with supervisor. Confirm Timeclock ID from WebClock Setup. Check spelling of Company and Alias (case-sensitive).
Employee Not Found (Online)	Employee not in database or inactive status	Contact supervisor. Employee may need to be added to system or assignment activated. Complete identification form after second PIN attempt.
Employee Not Found (Offline)	Employee not in local cache	Device hasn't synced since employee was added. Complete identification form. When device comes online, data will sync.
Offline for More Than 24 Hours	Extended network outage	Work Date Selector will appear when employee enters PIN. Select appropriate work date for current punch. Device will automatically sync all offline punches when connectivity restored.
Sync Fail Errors	Data mismatch or validation failure	Check "Aqore Zen Time Sync Fail Report" in RMS. Review specific error message (PIN validation, multiple persons, multiple assignments). Correct underlying data issue in Zenople Web App. Manually attribute punches if needed.
Geo-Fence Block	Employee outside authorized location	Move to authorized physical location and retry. Verify GPS is enabled on device. If strict mode causing issues, supervisor can change to warning mode in WebClock Setup. Check geo-fence radius configuration if too restrictive.
IP Validation Failure	Device on unauthorized network	Connect to authorized Wi-Fi network. If using cellular, verify cellular IP is in allowed list. Contact IT if VPN required. Supervisor can temporarily disable IP validation if needed.
GPS Not Working	Location services disabled or poor signal	Enable Location Services in device settings. Move to area with better GPS signal (outside, near windows). Restart device to reset GPS. If persistent, device may use last known location.
Cannot Exit/Reset Device	Device offline or sync failure	Device must be online to exit/reset. Connect to Wi-Fi or cellular network. Verify internet connectivity. Force manual sync if needed. If sync fails, resolve sync issues before attempting reset.
Punch Button Grayed Out	Invalid punch sequence	Check punch sequence logic. Example: Cannot Clock Out without Clock In. Cannot Break In without Break Out. Review left-side timesheet to see which punches already recorded. Contact supervisor if sequence appears correct but button still disabled.
Assignment Picker Not Appearing	Only one active assignment	Assignment picker only displays when employee has 2+ active assignments for current work date. If you should have multiple assignments, verify with supervisor that all assignments are active and configured correctly.
Updated Time Shows But I Didn't Change Anything	Automatic rounding or supervisor correction	Check with supervisor about organizational rounding policy. Supervisor may have made correction without notifying you. Review correction notes in Employee Portal if available.
Break Compliance Survey Blocking Clock Out	Missed required break	Complete break compliance survey honestly. Explain reason for missed or short break. Contact supervisor if survey appears in error. Cannot bypass survey - it's required for regulatory compliance.
Wrong Assignment Selected	Employee error during selection	Cannot change after punch recorded. Notify supervisor immediately. Supervisor will correct assignment attribution in web application. Be more careful on assignment selection in future.
Device Running Slowly	Low storage or memory	Clear app cache (may require admin access). Restart device. Check storage space available. Export and archive old data if storage full. Contact IT for device maintenance.
Clock Shows Wrong Time	Device clock not synced	Device clock should sync automatically. Check date/time settings in device OS. Ensure automatic date/time is enabled. Restart device. Punches use device clock, so correct time critical.
Cannot See My Punches	Wrong work date selected or device not synced	Verify correct work date viewing. If offline, only local punches visible. If online, force manual sync by double-tapping displayed time. Check web application to verify punches were synced.