As there are many moving parts to receiving your employees' records, there are various reasons why your employees' records may not appear as expected on their time cards. With these situations, we suggest going step-by-step to determine where the problem is coming from and where to focus our efforts.
Table of Contents
Checking ExakTime Connect
As ExakTime Connect is readily accessible from any computer, it is easier to check ExakTime Connect why you may not be receiving your employees' records.
Check Quarantined Time
If you have pay period closing or time card approvals enabled, it is possible that the employee's punches were sent after the pay period has been closed or an employee's time card has been approved. In this instance, the punches will instead go to "quarantined time" until the reason for their quarantining is resolved, be it reopening the pay period or unapproving the time card.
Learn more about Quarantined Time in our dedicated article here.
Check Time Audit Reports
The Audit Time reports can indicate what happened to an employee's time record after it has reached their time card. If you have multiple administrators, it is possible that another administrator/time card manager had deleted or edited the record. The audit time records should indicate who had performed the time card adjustment and what was adjusted. In the event of this, we cannot undo the original time card adjustments, but you can recreate the time record manually.
Learn more about our time audit reports in our dedicated article here.
Check Collection Details
Collection details could be considered the "holding area" for punches before they are processed and populate your employee's time cards. From the collection details, you can review any punches received. If the punches you expect are missing, you should focus on the devices your employees use such as your jobclocks or ExakTime Mobile.
Learn more about Collection Details in our dedicated article here.
Checking Your Devices
If you have determined that your employee's punches have not reached your ExakTime Connect account, we should focus on the devices your employees use to clock in/out.
Checking ExakTime Mobile
Recently created records (past 2 weeks) from an employee will appear in the "History" tab of ExakTime Mobile and let employees see if their records have been sent from ExakTime Mobile or not. Records that have not been sent to ExakTime Mobile will not have the "Sent" text on the icon. Records that have been sent to ExakTime Connect will have the "Sent" text.
Learn more about "Time Record History" in our dedicated article here.
If you do not want your employees to have permission to the "History" menu, any user with permission to the menu (such as an ExakTime Mobile Administrator) with appropriate employee viewsets can log in with their PIN on the employee's device and see all time punches created by users of the device.
- In the example shown below, the latest record has not been sent, while the other records have.
- The employee will need to press the Sync button in ExakTime Mobile. If any errors appear, note them for further troubleshooting.
Checking your JobClocks
- If your employees are using JobClock Hornets, you can refer to the following troubleshooting guide.
- If you are collecting from your JobClocks with JobClock Reader on ExakTime Mobile, confirm that you or the collector has successfully collected from the JobClock and synced the records.
FastTrakker Pro Sunset
The FastTrakker Pro has been sunset and is no longer available or supported. We will keep this resource available for the foreseeable future for self-support.
Use Success Center to contact your account manager for alternative options.
- If you are collecting from your JobClocks with a FastTrakker Pro, make sure that you have successfully collected with your FastTrakker Pro and synced the collections on the FastTrakker Pro with SyncCenter.