Time Clock Troubleshooting Guide

If you’re experiencing issues with your time clock, use this guide to find the most common problems and solutions. Each link below will take you to a detailed troubleshooting article with step-by-step instructions.

Authentication & Biometrics

• Fingerprint Scanner Not Working

• Facial Recognition Reader Not Working

• Restricting Punches to Finger or Face Only

• Biometrics Disappeared from the Clock

• Some Employees Cannot Punch / Facial Recognition Works for Some but Not All

• Specific Employee’s Punches Not Appearing in Software

Employee Setup & Syncing

• Employees Not Syncing to All Clocks

• Employee Not Showing in the Clock

• Clock Manager Unable to Authenticate

Communication & Data Transfer

• Punches Not Appearing in Software

• Clock Displays “Face Module Not Found”

Hardware & Device Issues

• Clock Screen is Reversed

• Clock is Overheating 

General Tips

• Always confirm whether the issue is affecting all employees or just a few. Use the Employee Punch Live Report to validate punches.

• Never choose Clock Reset (Admin > Maintenance) as this will reset the clock to factory settings resulting in a lost connection to Empeon and needing a phone to rebuild the proper settings to reconnect to Empeon. 

• Ensure your clock has a stable internet connection (via Wi-Fi or Ethernet).

• For biometric issues, confirm employees are properly enrolled with multiple fingerprints or a clean facial capture.

• If you suspect a hardware failure (screen reversed, dead scanner, face module not found), submit a support request for RMA review.

Need More Help?

If you’ve followed the troubleshooting steps but the issue continues, please submit a support request with:

• Company name

• Clock serial number

• Employee ID(s) affected

• A description of the issue and any troubleshooting already attempted

✅ This hub is designed to be your one-stop resource for clock troubleshooting. You can return here anytime and click into the issue that best matches what you’re seeing.