Punch and Punch+ Troubleshooting
This comprehensive article on troubleshooting Punch and Punch+ can also be applied to most of our legacy, Ethernet clocks, like the Z14 and Z33/34. If you have any problems with the clocks, start by going through the troubleshooting steps in this article. There is also a section in this article where specific error messages are listed accompanied by the common troubleshooting steps that often fix the problem.
Connection Troubleshooting
There are multiple reasons why a clock may be unable to connect to our servers. If punches aren't appearing on the time cards, or there is some other problem with data being transmitted, the best practice is to determine if the problem is device or network related. To do that, check the following:
1 - Check all physical connections on the clock.
Verify that both the power and Ethernet cable are securely connected to the clock and outlets/jacks.
2 - Make sure your internet is up.
The clocks require the internet to transmit punches. If your internet is down, this will prevent transmission. Check your service and, once restored, press "9" on the clock to force it to transmit any stored punches to the timekeeping system.
3 - Try a different cable and port.
Make sure the cable used to connect to your network isn't bad. Swap it out with a new cable and see if that fixes it. Also, try a different network port in the building to make sure that the jack itself isn't bad. If there is a way to connect on a different network as well, that could help narrow down as to whether the problem is network related or with the clock itself.
4 - Power cycle the clock and check for error messages.
This can most easily be done by unplugging the clock and plugging it back in. About 20 seconds after the clock has booted up, it may display an error on the screen. If no error message appears, press "9" to transmit the clock and see if that prompts an error message. The section Error Messages later in this article prescribes troubleshooting steps based on specific error messages.
5 - Check that your clock's serial number has been added to your account.
This frequently happens during the install process, and you can tell if this is the problem by pressing "9" on the clock. If doing so causes the message "UNKNOWN SERIAL" to appear on the screen, it means the serial number is either missing or incorrect. Contact your timekeeping provider for assistance as only they have the ability to assign a clock to your account. Once they do, it can take up to 10 minutes for the clock to be recognized by the servers.
6 - Make sure your network's firewall isn't blocking the connection.
Most firewalls will allow the clock to transmit, but it is possible that your network is blocking the ports needed. TCP ports 8288 and 8289 need to allow outbound connections for the clock. Your IT administrator can check this for you. The clock does not require any inbound mapping.
7 - Does your network require a static IP? Is it using the right connection setting?
The clock ships with DHCP enabled by default. This means it will automatically acquire an IP address from a DHCP server on your network. However, if your network is configured in a way that each device needs a static IP (your network administrator can answer this for you), follow the steps in the article Assign a Static IP to a Basic Clock. Conversely, it might be worth determining if the clock was mistakenly set to use a static IP when in fact your network uses DHCP. In this case, consult the same article for steps on checking the connection settings.
8 - Does your network restrict connections by URL or IP?
This is another question you can ask your IT administrator. If that is the case, the clocks connect directly to our servers on the listed addresses:
- 166.117.41.118
- 208.72.167.2
- 66.133.114.133
- 166.117.137.227
NOTE: These addresses are subject to change if we switch internet providers or we re-provision our network, but they are unlikely to change frequently (less than annually).
Successful Punches Don't Appear on the Time Card
If punches are successful (the clock confirms the punch), but they do not show up on the employee's time card, first follow the troubleshooting steps in Connection Troubleshooting and press "9" on the clock. If that doesn't solve the problem, make sure the punches aren't being classified as "unmatched". This can happen if the employee uses an incorrect PIN or, their card or PIN has not been added to their.
To learn how to resolve unmatched punches in:
Clock Configuration Troubleshooting
If certain clock settings, which are set in the software, are missing or not working, press "9" to force the clock to transmit to the servers. This not only transmits punches to the servers, but also updates the clock with any new settings made in the software, like clock prompts and PIN/clock number settings. It is also how biometric clocks update with fingerprint templates.
Biometric Troubleshooting
For problems related to enrolling fingerprints on Punch+ and other biometric clocks, please see the biometric article that corresponds to your system for tips on effective enrollment:
However, if an employee has been enrolled and they are not being recognized on a different clock within the company, it may be because the templates have not been downloaded to all the clocks yet. In this case, press "9" on the clock where the employee was originally enrolled (this transmits all the templates to the servers) and then press "9" on all the other clocks on your account (this downloads the print templates from the servers).
If there continue to be problems, it's possible that the "print downloading" settings need to be adjusted. See the article Print Downloading on Basic Clocks for more information. This TimeWorksPlus article also applies to companies using WorkforceHub.
Error Messages
These are error messages that may appear when booting, transmitting, or punching on the clock. Each error message listed includes a likely solution or reference to a specific troubleshooting step.
PIN is Too Short
This is a result of a setting made in the software designed to restrict PIN/card entries of a certain length. This issue needs to be rectified by your timekeeping provider. Contact them so they can adjust the Keypad entry restrictions in your Client Configuration.
Unknown Serial
This is a result of the clock not being assigned to your account. See step 5 in the Connection Troubleshooting section for instructions on solving this problem.
Cannot Connect 146/148 - Firewall Errors
Sometimes a clock may encounter the error "CANNOT CONNECT 146" or a "CANNOT CONNECT 148" when initially set up. What this means is that the clock can get an IP, but when it tries to transmit data to us, something on the network, possibly a firewall, is blocking the clock from reaching us. See step 6 in the Connection Troubleshooting section for instructions on solving this problem.
No ENQ from Host
The message "NO ENQ FROM HOST" means that the clock got through to a server, but the response wasn't what it was expecting. This might mean the communication was intercepted and replaced with something else. This can happen due to Captive Paywalls and Firewalls. If your network/internet has a "I Agree" button or an intermediate screen to access the Internet, you will see the NO ENQ FROM HOST message. These errors are common on hotel networks where the network redirects all connections to a sign-on page to access the internet. The paywall intercepts the first request sent out by a computer (or the clock), and replaces it with an HTTP redirection to the paywall's welcome page. To test this you could use another computer on the connection to see if it generates this welcome page when trying to access the internet.
It if does, then in order to use the clock on that network, you will need to ask the internet service provider to create an exception for the clock so it can bypass the captive welcome page. This exception can be based on a static IP, the port numbers used by our clocks (TCP 8288-8289), or the MAC address of the clock. Our clocks typically have MAC addresses in the format 00-17-61-xx-xx-xx, so if you can unblock based on that pattern, you can unblock all the clocks in a single step. You can find the specific MAC address of a clock by pressing the "*" button.
If this is not the case, there could be an issue with our service. Contact your timekeeping provider or technical support for further assistance.
Connection Timed Out
Sometimes even if a network is known to use DHCP, a connection can still fail with a "CONNECTION TIMED OUT" error even after standard troubleshooting is done. Some possible reasons are:
- The DHCP server has run out of available IP addresses to give out. This is where an IP address is reserved per MAC address and stays reserved for a designated period of time (typically 24-72 hours), even if the device is disconnected. If the DHCP server has run out of IP's, it will still serve existing leases to devices that have already been reserved an IP. It just won't serve anything new until something else expires.
- The DHCP server has (for security purposes) a list of MAC addresses it will serve to, and refuses to serve the clock. With this case, the DHCP server is given a list of acceptable MAC address (an unique ID assigned to a singular device to identify it on a network) and if any device is put on the network with a MAC ID not on the list, the DHCP request is refused.
In most cases all of these can generally be troubleshot just by looking in the logs of the device serving DHCP. The request would have probably been received, but because of the above causes, the DHCP device would/could not honor the request.
Another possible way to get information would be to find out the clocks current IP, then, on a computer, go to Start > Run > CMD and in the command window, type in: arp -a This lists all MAC addresses by IP and you would just match the IP to the MAC address.
For troubleshooting of this nature it is highly recommended that the network administrator or site IT be contacted to assist in troubleshooting the issue.
Failed Socket 0 Connecting to the router
This error can occur when "9" is pressed to transmit the clock. If you are getting a socket message, please power cycle the clock and try transmitting again. If there is a problem with the clock, power cycling might provide a different error message that will give a better indication as to what is wrong. Without getting too technical, a socket message indicates a failure to "create a socket", which refers to starting a two-way communication session over the network. It may suddenly start to work after a power cycle, but if not, note any error messages displayed on the clock after reboot.
LOST CARRIER
The "LOST CARRIER" error message usually occurs when trying to either update the clock to the latest firmware using an analog line. What causes this is that if the system connects and sees the clock already has the latest version, there isn't anything for the system to update to, so will disconnect the connection and the clock will give this error message.
Dim / Difficult to Read Display
The display contrast can be overdriven and can cause a dark, shadowed bleeding effect. For those technically inclined, this can also be fixed with a small screwdriver. There is a contrast knob inside the clock that looks like a tiny, silver, circular dial on the main circuit board of the clock right next to where the display connects. It has an indentation in the shape of a "plus" in order to accept a screwdriver. Turning it with a small screwdriver should result in an instant adjustment.
