Sundial Time Systems

When you find that you are missing punches from the clock, please follow these steps (You may want to keep this checklist for future reference.):

Please note, if your employees punch through one of the online methods (Deskpunch, Webconnect, PIN Clock), and their punches were rejected for one of the following reasons, their punches are not stored in memory, and there is no way to retrieve them. They must be entered by hand by a supervisor or manager on their time sheet through Timekeeper.

1. Go to Timekeeper >> Setup >> Clock Groups >> [group], and verify that your clock(s) is/are showing the current date and time. If not, you will need to reconnect the clock, at which time it will upload all punches from the last time it had connection.

2. If the clock is current, check Timekeeper >> Timecard Sign-Offs for the current pay period, and see if the timecards have not been signed off early. This prevents punches from being recorded to employees' time sheets.

3. If both of the above are OK, then the problem may be with individual employees' settings. Run a Employee Listing report with the following set for Details: Release Date.

If the employee missing punches has a release date, you will need to remove it before the system will add punches to their time sheet. Once the release date is removed, you will need to upload punches from the clock again (see below).

4. If you do not see your employee on the report, run the report again with Inactive Employees set to Only. If your employee shows up on that list, they need to be marked active, their release date removed, and their punches uploaded from the clock again (see below).

5. If all else fails, or one of the above steps requires it, upload punches from the clock again. Go to Timekeeper >> Setup >> Clock Groups >> [group], and click "Clock Tools" at the bottom of the screen.

5a. Select the clock(s) you wish to retrieve punches from, under Clocks.

5b. Under Clock Commands, enter the date and time from which you want the clock to upload punches.

5c. Click "Set Attendance Log Timestamp."

5d. Click "Reboot."

5e. Wait a couple minutes or more, depending on how many clocks and employees, and how long a range you are requesting. Check your time sheets to see if the punches have uploaded. If they're not there, check again after a couple more minutes.

6. If none of these steps brings back punches, they're lost and must be entered by hand.

If there has been any change to your network, the change may have caused the issue. Your clock might have a static IP address that is no longer valid, or the wifi password is old, or there is a firewall blocking access to the Internet. If this is the case, please contact your IT team if you have one. Otherwise, give us a call and we'll do our best to troubleshoot.

1) Unplug the network cable from the clock, and push it back in, until you hear a click.

2) Do the same at the wall jack or the router, wherever the cable terminates at the other end.
3) Reboot the clock by pressing and holding the red power button for three seconds, waiting until it's completely shut down, then bringing it back up again by pressing the power button again (No need to hold it this time.).

4) Check Realtime >> Setup >> Communications >> [clock group] to see if the clock's Last Touched date and time is current. It should be within 1 minute of present time. If so, great. Give the system a couple minutes or longer to finish uploading information, and check your employees' timecards. The punches since the loss of connection should be there.

5) If the clock's Last Touched date and time has not updated, you will need to do further network troubleshooting. If you have an IT team, it's probably best to get them involved at this point.

We can recover the missing punches from the New Faceprint Clocks

Command is:

CMD DATA

Parameter is:

QUERY ATTLOG StartTime=2018-12-10T00:00:0\tEndTime=2018-12-11T00:00:00

Start and End Times can be set as needed, Tab Character (\t) is between Start Time Seconds and "EndTime"