If you are listed as a clock manager but the clock is displaying “Unable to Authenticate,” there may be an issue with how your manager access was set up.
Common Causes & Troubleshooting Steps
1. Manager Role Not Set in Empeon
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Clock manager status must first be assigned in Empeon, not just on the physical clock.
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If someone manually added you as a manager only at the device level, authentication will fail.
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Verify your manager role is properly assigned in Empeon.
2. Missing Biometric Enrollment
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Clock managers must have a valid biometric (fingerprint or face) enrolled to authenticate.
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If no biometrics are stored, the clock cannot verify identity.
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Re-enroll your biometrics in Empeon to resolve this.
3. Not an Authorized Clock Manager
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If you are not designated as a clock manager in Empeon, you won’t be able to authenticate.
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Contact your administrator to confirm your access level.
Tip: Quick Test
If multiple managers can authenticate but one cannot, the issue is usually related to missing enrollment or improper setup in Empeon; not the device itself.
Still having trouble?
If the issue persists after verifying your role and enrollment, please submit a support request with:
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Employee name and ID
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Confirmation of manager role in Empeon
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Details of biometric enrollment