Employees Are Punching Correctly, But Punches Are Not Showing In The Software

If employees are successfully punching at the clock but punches are not appearing in the Empeon software, there may be a communication or network issue preventing data transfer.

Common Causes & Troubleshooting Steps

1. Check Internet Connection

• Confirm that the clock is connected to the internet.

• Test internet connectivity in your facility.

• Identify whether you are using Wi-Fi or Ethernet.

2. First-Time Network Setup

• If this is the first time connecting the clock to your network, your IT team may need to whitelist the device.

• Ensure the API endpoint is set correctly.

3. Verify Network & Proxy Settings

• Check that your web/proxy settings are correct.

• Confirm that DHCP is enabled.

• If using Ethernet:

  • Make sure the physical network cable and wall jack are working.

  • Your IT team may need to activate the port on the switch.

4. Wi-Fi/Ethernet Conflict

• If both Wi-Fi and Ethernet are enabled, the clock will default to Ethernet.

• To use Wi-Fi, disable Ethernet on the device.

5. Device Reset or Reboot

• Try a reset using the physical reset button (inside the clock - key will be needed).

• Perform a reboot by pushing and holding the Empeon logo on the main screen for two seconds and then pushing the reboot button.

6. Clock Communicates, But Punches Still Missing

• If the clock is online and communicating, but punches still do not appear:

  • Check that rounding is set to at least 2 in settings.

  • This ensures punches are not being delayed or hidden by rounding rules.

Tip: IT Involvement

If basic resets and checks don’t resolve the issue, escalate to your IT team to confirm firewall, proxy, or switch port configurations.

Still having trouble?

If punches are still not appearing after all steps above, please submit a support request with:

• Clock serial number

• Network connection type (Wi-Fi or Ethernet)

• Any troubleshooting steps already attempted