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Knowledge Base > Troubleshooting Tips

KB0072: How to Look up the Software Version - SB-100 PRO / RTC-1000


Solution:

There are two methods.

  1. The version number of each clock is displayed during the employee time clock start up process.
  2. Unplug the clock's power, wait 5 seconds, and plug the power back in.
  3. The clock will reboot. This may take a few minutes. When the clock boots up to 100%, the version number will display. For example:

    Version 2.5.XXXX

  4. The X's in the above example are place holders for the actual number displayed by the employee time clock. The first number and the last four numbers are the version number. For example, v 2.5.4998 indicates you have a version 2.5 clock with a software version of 4998. Please have this information ready if you call technical support.
  5. If you do not wish to disconnect power from your clock or you do not have access to the clock physically from your location, you can find software version information from the employee time clock's Web interface.
  6. Simply log into to the clock through your Web browser as usual.
  7. Place your mouse over the Settings icon at the top of the Web page.
  8. Click on Preferences and select the Device tab in the Preferences window. You will see your software version listed near the top of the Device tab.

Knowledge Base > Troubleshooting Tips

KB0075: Access Time Clock Externally through the Internet (Port Forwarding) - SB-100 PRO / RTC-1000 Universal Time Clock


Solution:

Icon Time Systems’ Universal Time Clocks (RTC-1000 and SB-100 PRO) are unique because they can be accessed remotely over the Internet. This feature allows managers to log into the time clock software from home, on the road or from a remote location. If you have purchased the Web Punch Time Clock upgrade, employees can also clock IN/OUT remotely when away from the office, with this feature.

NOTE: There are many different types, brands, and models of routers and networks. Every business network is different, for this reason Icon Time Systems is unable to and not responsible for configuring your router for remote setup.

We recommend that you contact an IT professional or consultants if you are in need of additional troubleshooting help.

Follow these instructions below to set your time clock up with remote access, using Port Forwarding.

SYSTEM REQUIREMENTS

  • A Broadband Internet connection (Cable, DSL, T1, etc.) at the location of the clock.
  • Employee time clock connected to your network by an Ethernet (i.e. CAT5) cable.
  • A router with “Port Forwarding” functionality.
  • Static public/external IP address, although not required, is highly recommended. Contact your Internet Service Provider for a static public/external IP address.

NOTE: If your business performs PCI Security Scanning for credit card processing, we do not recommend that you set up port forwarding for remote access on your network, as setup can be complicated and may be incompatible. Some customers choose to set up a separate network for their time clock, running separately from their credit card processing system.

Recommendation

If you are not familiar with port forwarding or your Network configurations, contact your IT person for assistance. If your company does not have an IT person, consider contacting The Geek Squad or other IT service company for assistance.

 

Step 1: Set Up the Universal Time Clock on the Local Network

Follow the instructions on the Universal Time Clock Quick Start Guide to set up your time clock on the Local Network. Once you are able to access the Universal Time Clock software Home page from a PC inside your internal/local network, you are ready to configure the system for remote access.

 

Step 2: Router Configuration

You will now configure your router for port-forwarding. Port forwarding allows remote computers, for example, computers on the Internet, to connect to a specific computer or service within a private local area network (LAN).

These instructions include general guidelines for configuring a router for Port Forwarding. Actual steps required may vary with each router. For specific instructions on your particular router, please contact the router’s manufacturer.

Recommendation

For instructions on configuring your specific router, go to the website www.portforward.com and select your router brand and model.

 

Assign a Static IP Address to the Time Clock

Assign a static IP address to the time clock along with the subnet mask, gateway address and DNS address. Your Network Administrator should be able to provide you with this information.

  1. Determine an available IP address to be assigned to the time clock.
  2. Enter into Supervisor Mode at your employee time clock terminal.
    1. Press the lock key on the time clock.
    2. Enter in your security code - the default security code is "00 00 00".
  3. Scroll through the options using up or down until you find the option View IP Address - press Enter.
  4. The current IP address of the clock will appear. Press Enter again.
  5. Enter the desired IP address including leading zeros. Press Enter  - Example: 192.168.004.155
  6. Enter the Subnet Mask - press Enter - Example:192.168.004.155
  7. Enter the Gateway - press Enter  - Example:192.168.004.001
  8. Enter the DNS Address - press Enter - Example:192.168.004.001
  9. Press Clear to exit out of Supervisor Mode.
  10. Open a Web browser on a computer in the same local network, in the address bar type in the IP address of the clock to log into the time clock.

 

Set Up Port Forwarding On the Router

These instructions are general guidelines for configuring a router for port-forwarding. Actual steps required may vary with each router. For instructions on configuring your specific router, go to the website www.portforward.com and select your router brand and model, or contact your router’s manufacturer.

If you are using both a router and a cable modem router/DSL modem router, port forwarding must be configured on both the router and cable modem router/DSL modem router. Alternatively you may contact your ISP to disable the router function on your cable modem router/DSL modem router.

  1. Open a web browser like Internet Explorer or Firefox.
  2. Enter the internal/local IP address of your router in the address bar of your browser. If you do not know your routers internal/local IP address, refer to How To Find Your Routers IP Address guide.

    Examples: 192.168.1.1 and 192.168.0.1

    HINT: It should be the same as the Default Gateway number entered in step 7 of the “Assign a Static IP Address to the Time Clock” section above.

  3. The router will ask for a username and password. Below are some default router logins
    • Linksys Router - "admin" for both username and password
    • Netgear Router - "admin" for username and "password" for password
    • D-Link Router – "admin" for username and (leave blank) for the password
    • 3Com Router – "admin" for both username and password
    • Microsoft Broadband – "admin" for both username and password
  4. Look for a tab with a name like, "Port Forwarding" or "Applications and Gaming"
  5. Next, enter port 80 as the desired port. If port 80 is unavailable, you may enter port 9844 as an alternative.
    • If your router asks you whether to open ports for TCP or UDP select TCP or both.
    • Some routers offer port range option, such as; from port ___ to port ___. Enter the same number into both blank fields.
  6. Next, enter the static IP address assigned to the clock.
  7. If there is a checkbox to “enable” the port forwarding rule, be sure to check the box.
  8. Make sure you click on the Save Settings button, or your changes will not take effect.

    NOTE: The router may need to be reset to activate the rule. To reset the router, unplug it from the power and plug it back in.

 

Step 3: Connect to Your Universal Time Clock over the Internet

After configuring your router to forward your time clock’s IP address to port 80 or port 9844, follow the steps below to connect to the clock through the Internet.

  1. Look up your external/public IP address in one of the following ways;(skip to step 2 if you already know the external/public IP address provided by your ISP)
    • On a computer on the same network as your clock go to www.ipchicken.com. Your external/public IP address will be displayed on the page.
    • Log into your router and look at your router's settings for the WAN (Wide Area Network) address.
  2. From the remote location, type the external/public IP address into a browser’s address bar.

    If you are forwarding to port 9844, log onto the time clock using your external/public IP address followed by :9844 and preceded by http:// .

    Example:

    http://68.213.205.154:9844

    68.213.205.154 is the external IP Address.

    9844 is the port forwarded to the clock.

     

Troubleshooting Port Forwarding Connection

Knowledge Base > Troubleshooting Tips

KB0076: Print Employee Timecards on Separate Sheets - SB-100 PRO / RTC-1000 Universal Time Clock


Solution:

Turn on the Signature option on the time card report screen to make it visible. Simply click on the Signature link at the top of the report screen. When the signature line is made visible on the report screen, each employee's time card will print on a separate page.

Knowledge Base > Troubleshooting Tips

KB0077: Reset the Software Admin Password -SB-100 PRO / RTC-1000 Universal Time Clock


Solution:

If for some reason your password is not working or you forget the password, do the following:

  1. Go to the employee time clock and enter supervisor mode by pressing the lock button in the lower left of the keypad.
  2. Enter the security code. The default is "00 00 00".
  3. Press the up arrow until the option "Reset Password" appears.
  4. Press the ENTER button.
  5. Press the IN button to confirm the reset.
  6. The clock will display "Password Set Successfully".
  7. Press the CLEAR button to exit out of supervisor mode.
  8. Back at your computer, login to the Web page again.
  9. Type in "admin" for the user name and "admin" for the password and click the SUBMIT button.
  10. In the Current Password screen, enter and confirm a new password.
  11. NOTE: The Username never changes. It will always be "admin".

Knowledge Base > Troubleshooting Tips

KB0078: USB Connection Issues - SB-100 PRO / RTC-1000 Universal Time Clock

 

Solution:

If you cannot get to the Login page, please try the following:

NOTE:

  • If you have the Mobility Pack upgrade, DO NOT enable SSL encryption or you will not be able to log back into the time clock with a USB connection. You will have to connect the clock to your network to use the Mobility Pack features.
  • If you have the Web Punch upgrade, DO NOT enable Web punch or you will not be able to log back into the time clock with a USB connection. You will have to connect the clock to your network to use the Web Punch features.
  1. Go to the employee timeclock and unplug the USB cable and power for a few seconds. Plug the power back in. Wait for the clock to reboot.
  2. Unplug the USB cable from the PC and plug it into a different USB port.
  3. Back at your computer, click on the Employee Time Clock Login shortcut on your desktop.
  4. If this does not work, try restarting the Web Proxy Server.
  5. Click on your Windows Start button and go to Control Panel.
  6. Make sure you are in "Classic View" or View by "Small Icons". Select the Administrative Tools Icon.
  7. In Administrative Tools, double-click on the Services Icon.
  8. In the Services window, double-click on the Icon Time Systems Icon.
  9. In the General tab, in the lower half of the screen, verify that the Service status is "Started".
  10. Click the Stop button to stop the service.
  11. Click the Start button to restart the service.
  12. Close down the Control Panel windows and try to log into the time clock again.
  13. If the above steps do not work, reboot the computer. Try logging back into the timeclock.

Check your Web Browser cache settings:

  1. In Internet Explorer:
  2. Select Tools\Internet options.
  3. In the Browsing History section of the General Tab, select the Settings button.
  4. In the disk space to use window, increase the amount to 300 Mb and click OK.
  5. Back in the Browsing History section, click on the Delete button.
  6. In the Browsing History window, select to delete Temporary Internet files only.
  7. Close the Internet Options window and try to log into the timeclock.
  8. In Firefox:
  9. Select Tools\Options.
  10. In the Options window, select the Advanced icon from the tool bar in the upper right.
  11. Select the Network tab.
  12. In the Off-line storage section, increase the cache size to 300 Mb.
  13. In the Off-line storage section, select the Clear Now button.
  14. Click OK to close the Options window.
  15. Try logging into the timeclock.

If you can log into your timeclock, but the connection seems slow, try the following:

  1. In the timeclock Web page, select Settings\Preferences\Alerts tab.
  2. In the "Check Alerts Every" and "Update Employee Hours Every" field, enter 15 minutes.
  3. Select Settings\Preferences\Device tab.
  4. In the "Refresh Home Page Every" field, enter 15 minutes.
  5. At the top of the Device tab, make note of the Software Version.
  6. If there is a newer software version on our Web site, download and install the appropriate update. Follow the instructions on the download page: Download Page

For further assistance, call Support at 800.847.2232 option 1

Knowledge Base > Troubleshooting Tips

KB0080: Save a Backup of your Time Clock Data - SB-100 PRO / RTC-1000 Universal Time Clock

Watch an Instructional Video - Click Here


Solution:

Follow these instructions:

 

  1. From the main tool bar, select the Files icon and then select the Save to Backup File option from the drop-down menu.
  2. Click the Submit button in the Save to Backup File screen.
  1. A pop up window will appear prompting you to Open or Save the file - selectSave. The image below is with a Vista operating System; yours may look slightly different.

  2. Depending on which web browser you are using, you may be asked to browse to a folder to save the Backup. If prompted, select the appropriate folder.

    If you are using a Firefox Web browser, the file may automatically be saved in your computer's Downloadsfolder under the C: drive.

    We recommend that you save Backups of your time clock data periodically.


Deleting Punches / Removing Old Data

Deleting unneeded punches off of your time clock can assure that your time clock runs optimally.

  1. To delete unneeded punches off of your employee time clock, simply enter in the appropriate date to delete punches entered prior to that date - clickSubmit.

 

Knowledge Base — Troubleshooting Tips

KB0091: Set a Static IP Address with the SB-100 PRO or RTC-1000 Universal Time Clock


Solution:

To prevent the IP Address from changing on the employee time clock, a static IP Address can be entered on the employee time clock.

  1. First determine an available IP address to be assigned to the employee time clock. Also, determine your network's Subnet Mask, Gateway, and DNS Serveraddresses. Your network supervisor can provide you with this information or help with these steps.
  2. Press the Lock button on the keypad of the clock.
  3. Enter the security code. The default is 00 00 00.
  4. Press the Up Arrow button on the keypad until the View IP Address option appears. Press the Enter button.
  5. The current IP address of the clock will appear. Press the Enter button again.
  6. Enter the desired IP address including leading zeros. An example would be 192.168.002.028
  7. A message should appear on the clock "IP Address set successfully".
  8. The "Enter Subnet" option will appear. Enter the correct Subnet Mask. A "Subnet Mask Set Successfully" message will appear.
  9. The "Enter Gateway" option will appear. Enter the correct Gateway address. A "Gateway Address Set Succesfully" message will appear.
  10. The "Enter DNS" option will appear. Enter the correct DNS Address of your network. A "DNS Address Set Succesfully" message will appear.
  11. Press the Clear button to exit out of Supervisor Mode.

NOTE: Talk to your network administrator to determine your network's Subnet Mask, Gateway, and DNS addresses.

  1. Unplug the power to the clock for a few seconds and plug it back in. Allow the clock to reboot.
  2. Open a Web browser on your computer and in the address bar type in the IP address of the clock to log into the time clock.

NOTE: To reset the IP address (Remove the current Static IP Address), do the following:

  1. Press the Lock button on the keypad of the clock.
  2. Enter the security code. The default is 00 00 00.
  3. Press the Up Arrow button on the keypad until the View IP Address option appears. Press the Enter button.
  4. The current IP address of the clock will appear. Press the Enter button again.
  5. Enter the IP address 000.000.000.000.
  6. A message should appear on the clock "IP Address set successfully". Press the clear button to exit out of Supervisor mode.
  7. Unplug the power to the clock for a few seconds and plug it back in. Allow the clock to reboot.
  8. A dynamic IP address will be assigned to the clock by your router.

Knowledge Base > Troubleshooting Tips

KB0094: Unable to Access the Time Clock Software Using Ethernet - SB-100 PRO / RTC-1000 Universal Time Clock


Solution:

If your network router experiences a power failure or power interruption, the IP address assigned to the universal employee time clock may change. This will prevent you from accessing the time clock using your current Web page bookmark or short-cut. Do the following:

To reassign an IP address to the time clock follow the instructions below:

  1. Unplug the power to the clock and plug it back in.
  2. Wait for the clock to boot-up to 100%. At that point, the clock's IP address will display. Write it down.

NOTE: If an IP address of 172.16.0.1 appears on the clock, the clock is not being detected properly on the network and you will not be able to communicate with the clock.

  1. Verify that the network connection indicator lights are on. Check this at the router and on the bottom of the clock where the network cable is connected. If the lights are not on, try another Ethernet cable or port on your router and power cycle the clock after making these changes. Verify that a valid network IP address appears on the clock.
  2. If the IP address is still 172.16.0.1, your router may not be automatically assigning IP addresses to network devices. You may have to set a static IP address on the clock. Refer to KB0091 for instructions.
  3. If you are still having problems, go to step 6 below.
  4. If the IP Address is different from your original address, open up your Web browser and type in the new IP Address in the browser address bar and press the Enter key on your keyboard. This should take you to the login page of the Universal Time Clock
  5. Save this new time clock address as a bookmark or short-cut.
  6. If the IP address on the clock did not change, simply try logging into the clock again using your current bookmark.
  7. If you are still experiencing issues, have your network administrator check your network connections and IP address assignments.

NOTE: If the above steps still do not work, contact our support line at 800-847-2232 option 1 for assistance.

Knowledge Base > Troubleshooting Tips

KB0095: IN / OUT Not Flashing at the Clock Display - SB-100 PRO / RTC-1000 Universal Time Clock


Solution:

  1. Log into the employee time clock Web page and go to the Settings\Preferences\Device tab.
  2. Make sure the Child realtime Time/Date sync and Child realtime data sync check boxes are selected.
  3. Click the submit button
  4. When the employee punches on the employee time clock, the appropriate IN or OUT option will flash on the display.

Knowledge Base > Troubleshooting Tips

KB0100: Unable to Access the Internet After Using the Time Clock Setup Wizard - SB-100 PRO / RTC-1000 Universal Time Clock

This issue may occur for Ethernet connections under the following circumstances:

  1. Your computer has more than one Ethernet connection (example: wireless and standard network cards installed) and you have installed the Ethernet Driver from the Driver CD after connecting the clock to one of the available Ethernet ports on your computer.
  2. The clock is connected to the network and you installed the Ethernet Driver from the Driver CD.

In the circumstances above, installing and configuring the Ethernet Driver from the Driver CD will set the computer's IP address to 172.16.0.1. This IP address is static and may interfere with internet communications.

If you've encountered one of the issues above, follow the directions below to potentially correct the problem:

Solution:

On WinXP, go to Windows Start\Settings\Control Panel\Network Connections.

  1. Double-click on the active network connection to bring up the properties window.
  2. Click on the Properties button in the Local Area Connections Status window.
  3. In the Local Area Connection Properties window, highlight the Internet Protocol (TCP\IP) connection and select the Properties button.
  4. In the Internet Protocol (TCP\IP) Properties Window, you should see the IP Address 172.16.0.2 in the "Use the following IP address" section.
  5. Select the "Obtain an IP address automatically" option and click OK. Click OK to close out any other remaining Network property windows.
  6. Reboot the computer.

On Win Vista, go to Windows Start\Control Panel\Network and Sharing Center.

  1. Click on the View Status link for the active Local Area Connection.
  2. Click on the Properties button in the Local Area Connections Status window.
  3. In the Local Area Connection Properties window, highlight the Internet Protocol Version 4 (TCP\IP) connection and select the Properties button.
  4. In the Internet Protocol (TCP\IP) Properties Window, you should see the IP Address 172.16.0.2 in the "Use the following IP address" section.
  5. Select the "Obtain an IP address automatically" option and click OK. Click OK to close out any other remaining Network property windows.
  6. Reboot the computer.
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