Not Receiving Time Records from Employees Using Exaktime Mobile
By default, ExakTime Mobile is set to send employee records after they have clocked in/out so you can receive a steady stream of information from the field. In the event that you have not received employee records as expected, please double-check the following:
Confirm your employees are completing the clock in/out process.
Clocking in generally requires you to press GO, pick a location, a cost code and take your FaceFront photo. At the end of the process, they should see a "Clock In Successful" message. If they are not seeing a "Clock In Successful" message, then they have not clocked in properly and no time punch has been made. Pressing STOP is similar, but has less steps. There should be a "Clock Out Successful" message at the end.
Force closing the app at the confirmation screen can prevent records from fully syncing. While the confirmation screen reads "Clock In/Out successful!", this means the record has been created locally on the device. It is recommended to wait until this screen goes away to ensure the sync finishes before force closing the app completely.
If the employees have access to view the "ExakTime Mobile History," they can see their time records that have been made and if they have been sent. Records that have been sent will have an icon to show this, while records that not have been sent will not have "Sent."
For more information regarding the setup of an ExakTime Mobile Security Role, please refer to the following article: In-Depth: ExakTime Mobile Security Role
Sync ExakTime Mobile
By default, ExakTime Mobile is set to send records right after they are made. If for whatever reason a record is not able to send, it will be stored and ExakTime Mobile will try to send it after the next clock in/out and will repeat this until it is successfully sent.
To confirm if ExakTime Mobile can sync, press the Sync button.
This can be done by pressing the sync icon in the top right of the Time Clock screen or by pressing the menu button and pressing Sync at the bottom.
If there are any errors, it should indicate the cause of the error such as being unable to connect to the internet or insufficient coverage.
Does ExakTime Mobile have access to mobile data?
ExakTime Mobile is commonly used on phones and tablets in the field which are reliant on mobile data from your cellular service provider to send and receive information. These Android and iOS devices offer users the capability to disable the use of mobile data to prevent undesired data usage. This can cause issues for ExakTime Mobile as lack of mobile data will prevent syncing and the sending of records.
On iOS, go to Settings > Mobile Data.
On Android, go to Settings > Network & Internet > Mobile Network > Mobile Data is enabled. (These steps may differ depending on the manufacturer of the device)
Does the mobile device have internet access via Wi-Fi?
If your device is having cellular data issues or relies on Wi-Fi to connect to the internet, confirm that the internet is working as expected on the mobile device. Open the web browser, try to access any website and see if there is an issue.
If the user is connecting to public Wi-Fi, they may need to read and accept the terms & conditions of the public Wi-Fi before being able to access the internet.