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Troubleshooting JobClock Hornet Not Transmitting Time Records

Like any other device with wireless connectivity, there are times when the JobClock Hornet will not communicate as expected. While the JobClock Hornet is designed to send any collected records once an hour, it is not uncommon to have situations where your JobClock Hornet either does not or is unable to send records. We have listed some scenarios to determine the cause and how they can be addressed.

 US Hornets With Serial Numbers Starting With 60 or 62

Due to the 2G and 3G Turndown by cellular networks in the US, all USA-based Hornets with serial numbers starting with 60 or 62 will begin having communication issues.

Canadian-based Hornets are not expected to encounter these issues.

In the event that your US Hornet with a serial number starting with 60 or 62, you can use the troubleshooting methods below as a short-term solution:

For a long-term solution, we advise reaching out to your Account Manager to discuss options.

Table of Contents

What to Check

When Did Your Hornet Last Communicate?

Navigating to JobClock Status Page

Go to Manage and click JobClock.

ETC_-_Manage_-_JobClocks_-_00.png

JobClock_Page_-_01.png

If you are not seeing time records from your employees as expected, double-check the JobClock Hornet status from the JobClocks list on ExakTime Connect.

If you have not seen the records from an employee, but the JobClock Hornet has communicated recently based on the "Last Collected" date, then it is possible that the employee's time card that you are viewing did not clock in/out with the JobClock Hornet in question.

Something to also take note of is the last collected data and the battery status. If the last collected data is from an extended period, such as a year ago, then the JobClock/Hornet Battery status may be outdated.

Is Your JobClock Hornet Being Used?

Double-check that a JobClock Hornet has been in use by your employees. Depending on your job site and/or employees, your JobClock Hornet may not be transmitting any records because it has not been used. Some potential reasons are:

  • The employees are using another JobClock Hornet on the job site.
  • The job site was temporarily suspended, such as due to weather.

Is Your Jobclock Hornet Charged and Turned On?

When looking at the front of the JobClock Hornet, make sure that the lights are flashing like any of the functioning light patterns examples listed below. If the Hornet is flashing any of the alternate light patterns, please address them based on the suggestions provided. 

Functioning Light Patterns

  • Flashing Green Battery and Signal - A Hornet with the below light pattern is adequately charged and can communicate with a nearby cellular tower.

    Overview__JobClock_Hornet__115000309934__Green-White.gif

  • Flashing Green Battery, Orange Outbox, and Signal - A Hornet with the below light pattern is adequately charged, has records to send, and can communicate with a nearby cellular tower.

    Overview__JobClock_Hornet__115000309934__Green-Yellow-White.gif

  • Flashing Red and Signal - A Hornet with the below light pattern has a low battery charge and can communicate with a nearby cellular tower. The Hornet should be recharged soon before it fully loses power.
    Overview__JobClock_Hornet__115000309934__Red-White.gif

Alternate Light Patterns

  • No Flashing Lights - If there are no lights like below, then the Hornet is either turned off or has no power. In the event of this, turn on the Hornet and make sure that it has been recently charged and is turned on.

    Overview__JobClock_Hornet__115000309934__No-Lights.gif

  • All Lights Flashing - If all the lights are flashing like below, then the Hornet failed in its last transmission attempt. This can generally be resolved by rebooting the device.

    Hornet-All-Lights.gif

  • If the first two lights are flashing, then it indicates the Manager Button was held down while the Hornet was turning on putting the Hornet into a mode that prevents communication. Reset the Hornet by holding the manager button down and releasing it when all lights flash together. If the light pattern persists, you will need to power cycle the device.

    Overview__JobClock_Hornet__115000309934__Green-Red.gif

Is the Hornet Charging?

As a JobClock Hornet contains two batteries, a rechargeable battery for wireless communication and a Lithium 123 battery to help power the touch plate/Bluetooth, it is possible for your employees to clock in/out, but the records are not able to be sent. If the JobClock Hornet is not charging, it is best to troubleshoot the root cause by:

  • Trying another wall outlet.
  • Trying another Hornet charger.
  • Trying another Hornet battery (large black battery connected with a wire connector/plug inside the JobClock Hornet).

Factors Affecting Signal

As the JobClock Hornet is reliant on a cellular signal, it is possible that the JobClock Hornet has been placed in an area that prevents the cellular signal from reaching the device. Some common scenarios that we have seen are:

  • The JobClock Hornet was placed in the middle of a home under construction. As the walls and ceiling are constructed, it gradually affects the cellular signal reaching the JobClock Hornet until it could no longer communicate.
    • It can help to keep the JobClock Hornet near a window or to move the JobClock Hornet outside while in use, then store it when not.
  • The JobClock Hornet is stored in a shipping/cargo container on the job site. The metal walls of the shipping container prevent any cellular signal from reaching the device.
    • It can help to move the JobClock Hornet outside while in use, then store it back in the container when not in use.
  • The JobClock Hornet is used in the basement of a building or a parking structure. The thick floors/ceiling can prevent a cellular signal from reliably reaching the device.
    • It can help to move the JobClock Hornet outside the building or the top of the structure when in use.
  • The JobClock Hornet is located in an area with no signal. Like any other cellular device, there is potential for your JobClock Hornet to be located in a "dead zone".
    • If the JobClock Hornet is in a "cellular dead zone", you may need to have the JobClock Hornet moved into an area with a higher potential for a cellular signal. For example, the Supervisor could take the JobClock Hornet with him during lunch/end of the day to reboot the unit and send records, then return the Hornet after lunch/in the morning.
    • If you have another Hornet, try to swap the Hornets to see if the alternative Hornet can receive a signal or if it is also unable to receive any signal.
    • If it is not possible for the Supervisor to move the JobClock Hornet physically, a supervisor/trusted individual would collect from the JobClock Hornet with a supported smartphone and ExakTime Mobile so the records could be sent with the smartphone data plan or Wi-Fi. For more information, you can refer to Alternative Collection Methods.

Basic Troubleshooting Solutions

Rebooting Your Hornet

Like any other electronic device, some issues can be resolved by rebooting the Hornet. Rebooting the hornet is done by holding down the manager button for 5 seconds until all the Hornet lights begin to flash. When all the Hornet lights begin to flash, let go of the Manager button. 

Hornet - Manager Button.png

Power Cycling Your Hornet

Power cycling your Hornet is similar to rebooting your Hornet but allows your Hornet to fully turn off, let any residual power dissipate, and fully turn back on.

  1. Open the back panel (requires a screwdriver to remove the 4 screws) to expose the two batteries and power switch.

    QSG_-_Hornet_Screws.png

  2. Turn the Hornet off with the switch (the 0 side should be pressed down).

    Hornet_-_Power_Cycle_-_02.png

  3. Disconnect the Hornet battery with the black connector (large black battery connected with a wire connector), then remove the small backup JobClock battery (small silver Lithium 123 battery).

    Hornet_-_Power_Cycle_-_03.png

    Hornet_-_Power_Cycle_-_04.png

  4. Let the Hornet sit for a prolonged period (a minimum of 2 minutes is required) with no power source.
  5. Reinsert the JobClock battery (small silver Lithium 123 battery) and wait for a beep.
    • If there is no beep then the Lithium 123 battery needs to be replaced or the JobClock component (where employees clock in/out on) is having an issue.
    Hornet_-_Power_Cycle_-_04.png
  6. Reconnect the Hornet battery with the black connector.

    Hornet_-_Power_Cycle_-_03.png

  7. Turn the Hornet back on (the 1 side should be pushed down).

    Hornet_-_Power_Cycle_-_02.png

  8. Monitor the light patterns while the Hornet turns on. Once you confirm that the Hornet is functioning as expected, place the battery cover back on.

If you are still experiencing trouble with not connecting to a cellular tower and transmitting records, it can help to power cycle the Hornet in a different area/region in hopes that the Hornet will connect to a different cellular tower.

Alternative Collection Methods

If the Hornet is still unable to transmit its records by itself, you can at least collect the records with a supported device for the short term. All records on Hornets can be collected using ExakTime Mobile on an Android device, while Hornets with serial numbers starting with 62 also allow record collecting using ExakTime Mobile on an iOS device as well.

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