Troubleshooting Kiosk Errors

  Invalid local time

In very rare cases, the date or time on a kiosk may become out of sync and this causes the time on that kiosk to no longer match the Time & Attendance system's expected time.

  Solution: Examine Device Time

You can only resolve this issue by examining the times on your devices and ensuring the kiosks are reasonably accurate. 

  More than one clock is found, use standard mode

This error occurs when schedule based clocking is turned on if employee clocks in, an admin adds an additional clock-in, and the employee tries to clock out at the end of the day. 

  Solution: Standard Mode

The employee should select Standard Mode on the kiosk to clock out.

  Permission to your location must be provided to continue

This error occurs when a user needs to allow the browser access to the device location.

  Solution: Grant Location Access

To resolve this, grant location access in your browser. Options for managing location access vary by browser. Search for your browser name + location access to get specific instructions.

  The individual specified could not be found

This error occurs when the system cannot find any users with the login credentials supplied.

  Solution: Scanner Matches Scanning ID

If the credentials are being supplied by a bar code or biometric scanner, make sure what is being supplied by the scanner matches what’s listed for the user’s Alternate Scanning ID.

  The IP address has not been granted access to the clock

If using Kiosk IP Blocking, IP address changes in your organization may block any employees from using kiosks if the IP Address Safelist has not been updated.

  Solution: Update IP Address Safelist

To fix this, you'll first temporarily turn off Kiosk IP Blocking by going to Configuration > System Setup > General Settings and uncheck the Enforce kiosk IP blocking setting. Then, go to Configure > System Setup > IP Address Safelist and click the edit pencil to update the IP address(es) for the kiosk.  Complete the process by going back to General Settings and re-check Enforce kiosk IP blocking.  

  The location/job type combination is not valid for the user specified

This can happen when kiosks only allow punches for people who have a position assignment at that specific location.  To resolve this, you may need to adjust either the kiosk settings or the position assignment.

 Solution: Check Kiosk Locations, Position Effective Dates, and/or Staff Groups

There are a few options to resolve this:

• Check Kiosk Locations: Go to Configure > Clock Kiosks to confirm the employee's location is included in the kiosk settings. If needed, click the edit pencil to make changes to include the desired location(s) for the kiosk.
• Check Position Effective Dates: The employee's position assignment may not include the date for which they are trying to clock in. Check the user's position effective dates by going to Configure > People Management > Users.  Select the employee's name to view their "Details" page. Review the effective date ranges for the position assignment(s).
• Check Staff Groups: If you are still getting the error after verifying the kiosk location settings and employee position effective dates are correct, confirm the employee's Job Type is correctly associated with a Staff Group by going to Configure > People Management > Job Type.

  The Timesheet requested is not in an editable state

This error occurs when the timesheet has already been approved.

  Solution: Reset Timesheet to Pending

To make edits to the clock-in/out time, the associated timesheet would need to be reset to pending by a Campus or Org User. Go to Reports > People, Time, & Payroll > Timesheet Review and use filters to narrow results. Select the User, click the Approve, Reject, or Reset Timesheets button at the top of the page and change the status in the pop-up window.

  The user does not have any time event types

This error occurs when a user is associated with a Job Type that does not have a Staff Group.

  Solution: Associate Job Type with Staff Group

This can be resolved by properly associating the Job Type with a Staff Group.  Go to Configure > People Management > Job Type and select the employee's Job Type. On the Details page, click Modify this Job Type to make changes.

  This request (Clock Out) was too close to previous request (Clock In)

This request was too close to the previous request, which is defined by a time event that is attempted within a minute of the previous entry.

  Solution: Wait Between Requests

To resolve, wait at least a minute between attempts.

  Unknown Error

This error occurs when there is a lack of internet connectivity or power to your kiosk device.

  Solution: Examine Device Connection/Power

Check your internet connection and kiosk device power sources.

  You cannot clock in more than 00:30 minutes prior to your shift start

In the Staff Group settings, the "Early clock-in allowance" option establishes a timeframe for how soon an employee can access the kiosk. Any attempts made outside this time are blocked by the system.

  Solution: Require Comments

To allow early clock-ins, you can set up a kiosk to prompt unscheduled employees for comment. Go to Configure > People Management > Staff Groups and click the edit pencil for the employee's Staff Group. In Step 2 - Rules, select the Comment required on clock-in for unscheduled work option.

This setting prohibits the employee from punching in until they choose a comment from the drop-down and/or enter a custom comment if allowed.

   You do not have permission to Clock In without a schedule

Staff Groups contain settings that can impact kiosk punches, including preventing clock-ins without a schedule. When using the "Prevent clock-in if no schedule exists" setting, any employee who does not have a schedule for that day will not be able to use the kiosk to clock in.

  Solution: Remove Staff Group Rule or Add Expected Hours

There are two options to resolve this:

• Remove Staff Group: Remove the "Prevent clock-in without a schedule rule" from the Staff Group (recommended).  Go to Configure > People Management > Staff Groups and click the edit pencil for the employee's Staff Group. In Step 2 - Rules, uncheck "Prevent clock-in without a schedule."
• Add Expected Hours: Add expected hours to the employee’s position assignment, creating a schedule to allow kiosk use.