Introduction
Empeon Workforce’s time clock system offers precise tracking and efficient management of employee hours. If the ZKTeco ULTIMA 200 time clock encounters any issues, the following troubleshooting tips can help to resolve them quickly and effectively. If the issue cannot using these troubleshooting tips, please don't hesitate to reach out to Customer Support.
Clock Power Source
If the clock isn’t receiving power, check the connected cables. If only a CAT 5E or CAT 6 cable is connected and there is no additional AC/DC power cord, the issue is likely with your Ethernet (PoE) setup. Contact your IT department to resolve the issue.
Time Clock Reboot
For any clock issue, start by rebooting the device to see if it resolves the problem. To reboot, touch and hold the Empeon icon (1) as shown in the screenshot below. After a few seconds, a "Device Info" screen will appear with a "Reboot" option. Tap the "Reboot" icon and wait a few minutes for the clock to restart.
Admin Portal
For more technical needs relating to the time clock, further troubleshooting is required within the Admin Portal of the physical timeclock.
Clock Manager Access
Only employees that are registered as a "Clock Manager" within their Workforce Employee Profile will be able to access the time clock's Admin Portal.
To manage which employees should be Clock Managers, navigate to the Employee Profile for that employee, and then select the Attendance section. From there, Edit the Clock Settings Card.
Within the Clock Settings, the toggle for "Clock Manager" needs to be turned on.
Please note: A Clock Manager can only be activated in Workforce and then applied to the physical time clock via syncing over the Internet. Therefore, ensure that at least two staff members are active Clock Managers and have easy access to the clock’s location 24/7 in case of a network or Internet issue. The necessary settings to get back online can only be reinstated in the clock’s Admin Portal by an existing Clock Manager.
When applying a new clock-level update from within Workforce, it may take up to 30 minutes for the updates to sync with the clock.
Accessing the Admin Portal
To access the Admin Portal, click the "Admin" button in the bottom right corner of the Clock-In/Clock-Out screen.
Upon accessing the Admin Portal, the clock will verify if the user is a "Clock Manager" by prompting them to authenticate their identity using the same method they use to punch in or out—whether through FaceID, fingerprint, or a PIN.
Admin Portal - Communication & Network Settings
For situations where records from the clock—such as punches or employee additions—are not syncing with Workforce, the issue is almost always due to the clock not having Internet access. Empeon recommends using a CAT 5E/6 connection to network the time clock, though a strong wireless signal is also supported.
For any Time Clock/Empeon Workforce syncing issues, access the Admin Portal and ensure that the clock is configured correctly for each item listed below.
Ethernet Settings
Confirm that the clock’s Ethernet settings match the image below. Ensure that both the Ethernet and DHCP fields are activated. The IP Address, Subnet Mask, and Gateway fields must be populated; if they are not, contact your IT department for assistance.
Wi-Fi Settings
For hardwired CAT 5E/6 connections, ensure that the “WiFi” setting is not activated. For clocks that need to connect via WiFi, make sure the WiFi setting is activated. Then, select the appropriate WiFi network and confirm that the correct password is entered or adjust it as needed.
Web Server & Proxy Settings
For the clock to sync with Empeon Workforce, the Web Server & Proxy settings must be setup according to the following instructions:
- HTTPS is currently not supported. Be sure that the HTTPS Mode is turned off and the Web Server URL field indicates a http://104.209.159.19:8006.
- The API Endpoint field must be populated with this exact text without the quotes… ”/zkandroid/”. Be sure to include the forward slashes at the beginning and end.
After saving new settings in the clock’s Admin portal, be sure to always reboot the clock.
Additional Note
Depending on the circumstance surrounding a facility’s network or Internet outage, it’s possible that a ZKAndroid clock’s settings can be wiped. If there is no option to clock in or out on the main clock screen, most likely the clock’s setup needs to be done again. For this issue to be resolved follow the steps below:
- A current clock manager needs to set the Admin Communication items as outlined above on the local clock.
- A Workforce SB User needs to go to Company > Attendance > Company Clock Devices. Reload the clock device settings by clicking “Edit” and then “Save” the current settings.
- Click the actions icon and “Export Employees” to the clock. It may take up to 30 minutes for this information to sync with the clock.
As always, please reach out to Customer Support for additional assistance if needed.