If you're sense clock is installed and connected to power, but the clock records are not feeding through to the HR database, there are a few things you can check to ensure everything that can be setup, is done so correctly.
1. Time is not displaying on the clock screen
If you are seeing a blank white box at the bottom of the clock screen when it is powered on and no time is showing anywhere on the screen, this means that the clock hasn't managed to establish a connection to the cellular network provider in the area.
We only provide clocks to customers in areas that are covered by the cellular network providers we use, therefore, if the clock is not able to connect, this is due to the surroundings blocking the signal.
The best course of action to take is to try moving the clock and testing it in several locations around the building, ideally where the best cellular reception is received, this is typically near entrance/exit areas.
If you have attempted to get the clock to connect in several locations around your offices/warehouses/sites, and are unsuccessful, speak to our support team as we can then discuss if a wifi based alternative can be implemented instead.
2. Folder icon is stuck displaying next to the battery power icon
If you are seeing a 'Folder' icon displaying permanently at the top of the clock screen, next to the icon that displays the battery power, this means there is a job stuck in the queue and is being stored on the clock, but hasn't successfully been able to send across to the HR system.
This could be that the device ID file hasn't saved correctly, you can confirm this by checking the settings on the clock. To view the settings screen on the clock Tap the battery icon in the top right corner 10 times > swipe down to 'Device ID' > if the device ID is showing 0000-0000-00000000 this means the clock ID has not been assigned and the device therefore it needs this file loading onto it in order for it to start feeding data to your HR site. Speak with our support team as they can provide you with this file and install it on the device remotely
This could be due to the cellular connection dropping out after it had been previously connected, if so; check items for step 1, including whether the time is displaying at the bottom of the screen.
Another cause for this could be that the clock in card that an employee has used to tap their clock in/out, is not properly linked to their profile, therefore the clock doesn't know who's profile to send the data to, therefore it is stuck. To check this is correct, scan their card using the NFC Tools Smartphone App on any android or apple smart phone - NFC Tools App iOS Link
Once scanned you will see the cards 'Serial Number' - e.g. 04:10:EC:6D:8F:61:89
This number should be showing in the associated employee record under Employment Details > Time and Attendance ID. The number in the Time and Attendance ID field should be the exact same characters in order MINUS THE COLON'S! e.g. 0410EC6D8F6189If the time is displaying meaning the clock is connected to the network, and the clocking card serial number is displaying correctly in the employee record minus the colons and any other symbols, the device ID in the clock settings is not showing all 0's, the data should be feeding through instantly.
If the records aren't feeding through at this stage check your address on the cellmapper site here to make sure there haven't been any recent changes to the cell tower coverage in your area - cell mapper site
If the coverage has is showing red in your area this means there is no coverage currently, speak to our support team about the alternative wifi based solution.
3. Clock is resetting it's self on a regular cycle every few minutes
If your clock is resetting it's self regularly, where every few minutes the screen goes white out and keeps cycling around re-connecting and then repeating, this could mean a couple of things.
It is unable to establish a connection, in which case follows the steps on point 1.
There is too much pressure on the screen, this could be that the internals are pressing against the screen from behind causing pressure on the surface and confusing the clock and making it think that there is constant input being applied, as a failsafe the clock tries to reboot due to thinking that someone is constantly tapping the screen and giving a continuous input to handle.
Speak with our support team as this may simply be a case of loosening the face piece on the casing however this should only be done on the advice of a Sense support agent and with them present.