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Knowledge Base > Troubleshooting Tips

KB0113: QuickBooks Plug-in - Disable the Access Company File Certificate Screen in QuickBooks

If you have logged into QuickBooks as a standard QuickBooks user, the following screen may appear when accessing the File\Icon Time Systems QuickBooks Plug-in\ menu options in QuickBooks:

Solution:

To disable this screen, do the following:

  1. Select Edit\Preferences in QuickBooks.
  2. In the Preferences window, select Integrated Applications.
  3. Select the Company Preferences tab.
  4. Select the Icon Time Systems QuickBooks Plug-in application in the Application Name window and click the Properties button to the right.
  5. Remove the check-mark for the "Prompt before allowing access option" and click the OK button.

Knowledge Base > Troubleshooting Tips

KB0111: QuickBooks Plug-in Error - "Windows Vista QuickBooks Plug-in Could not be Started" or " User Account Control (UAC)"

This error message may occur when trying to access File > Icon Time Systems QuickBooks Plug-in menu options in QuickBooks.

The following error message may occur when trying to access File\Icon Time Systems QuickBooks Plug-in\ menu options in QuickBooks:

Solution:
  1. Shut down QuickBooks.
  2. Right mouse click on the QuickBooks short-cut and select Properties.
  3. Click the Advanced Button in the shortcut properties tab.
  4. Uncheck the Run as Administrator option and click OK.
  5. Click Apply and OK in the main Properties screen.
  6. Open up QuickBooks again.

In summary, do not run QuickBooks under the Vista Administrative account but as a standard user in this case.

Knowledge Base > Troubleshooting Tips

KB0107: QuickBooks Plug-in Error - "Visual C++ Runtime Error" in QuickBooks after Uninstalling the QuickBooks Plug-in

This error will occur after uninstalling the QuickBooks Plug-in if you do not run QuickBooks as Administrator at least one time.

The following error will occur after uninstalling the QuickBooks Plug-in if you do not run QuickBooks as Administrator at least one time:

Solution:
  1. Right mouse click on the QuickBooks short-cut on the desktop and select Run as Administrator.
  2. Verify that you can open QuickBooks.
  3. The error should not occur again when opening QuickBooks after following this procedure.

Knowledge Base > Troubleshooting Tips

KB0102: Error: "Attempt to Connect Failed" with PIN Entry Ethernet Time Clocks

If you are using an Icon Time Systems Pin Entry, Ethernet time clock, the Tibbo utility software is used to set a static IP address on the clock. A virtual serial port is also created using the Tibbo VSP Manager. Refer to the Tibbo Ethernet Time Clock installation\configuration setup guide for details. Copies of the guide can be found at this link: Ethernet Setup User Guides.

Solution:

  1. Go to the Tibbo\VSP Manager and select the COM port. Go to the properties screen for the COM port.
  2. Make sure you change the Transport Protocol from UDP to TCP in the Networking section of the properties screen. This is important.
  3. All other options can remain at their default settings.
  4. Click the OK button to save your changes and close down the Tibbo VSP manager.
  5. Try a clock test in the software again.
  6. If the problem continues, exit out of the software, reboot the computer, and do another clock communication test.
  7. Contact technical support if you cannot resolve this issue.

 

Knowledge Base > Troubleshooting Tips

KB0106: QuickBooks Plug-in - Menu Options Do Not Appear in QuickBooks after Installing the Plug-in.


Solution:

 This could occur if there are QuickBooks processes running in the background.

      1. Close QuickBooks Completely.
      2. Press Ctrl+Alt+Del on the keyboard and go to the Windows Task Manager.
      3. Go to the Processes tab.
      4. NOTE: If you are using Windows 8, select the "More Details" option to view all of the running processes.
      5. Select all processes that begin with the letters “QB or qb”, one at a time, and select the End Process button and end all of those processes.

      6. On the Windows desktop, right mouse-click on your QuickBooks short-cut and select Run as Administrator
      7. Login as Administrator at the QuickBooks Login screen.
      8. In the Application Certificate window, select the options "Yes, whenever the company file is open" and "Allow this application to access personal data" and click the Continue button.
      9. Click Done in the Access Confirmation window.
      10. From the QuickBooks menu screen, select File\Icon Time Systems QuickBooks Plug-in\Go to My Time Clock.
      11. Select "Yes, whenever the company file is open" in the permissions window.
      12. Click Done in the Access Confirmation window.
      13. Enter the appropriate IP address and password to access your time clock.  Refer to pages 4 and 5 in the QuicksBooks Plug-in User Guide for more details.

Knowledge Base > Troubleshooting Tips

KB0074: Troubleshooting Port Forwarding / Remote Connection with Universal Time Clock


Solution:

If you are unable to connect to your time clock using the external/public IP address you will need to troubleshoot your connection and configuration.

  • Restart your router.
  • If you are using both a router and a cable modem router/DSL modem router for port forwarding, ensure that port forwarding has been configured on both the router and cable modem router/DSL modem router.

    The cable modem router/DSL modem router must port forward to the local static IP address assigned to the secondary router.

    Alternatively you may contact your ISP to disable the router function on your cable modem router/DSL modem router.

  • Ensure that a static internal IP address has been assigned to the clock along with the proper subnet mask, DNS address, and gateway address. The time clock may need to be rebooted after assigning these values.
  • Make sure that the correct time clock IP address and/or port number has been input in the port forwarding settings in your router.
  • Make sure that the correct external/public IP address has been input in at the web browser.
  • Make sure that there is not another device on the network that is using a duplicate IP address as the time clock.
  • Check the filter settings on the router to be sure that it is not interfering with the connection.
  • Use an open port checker, like www.yougetsignal.com to check your external IP address and detect open ports on your connection. For additional troubleshooting steps refer to www.portforward.com. Select your router by model name and number for specific port forwarding instructions.

Knowledge Base > Troubleshooting Tips

KB0144: Change the Time on the SB-100 PRO or RTC-1000 Universal Time Clock

 

Solution:

  1. Press the Lock Key in the lower left of the keypad.
  2. Enter the security code. The default is 00 00 00.
  3. Press the UP Arrow Key twice and press Enter at the Set Date/Time option.
  4. Press Enter until the hour is flashing.
  5. Use the Arrow Keys to change the hour and press Enter.
  6. Use the Arrow Keys to change the minutes and press Enter.
  7. Press the Clear key to exit out of supervisor mode.

Knowledge Base > Troubleshooting Tips

KB0063: Assign Proximity Badges - SB-100 PRO / RTC-1000 Universal Time Clock


Solution:

Proximity Badges make signing IN and OUT easier than ever for your employees. Employees simply wave their badge within an inch of the time clock to punch IN and OUT.

Assigning a badge to an employee

  1. Enter into Supervisor Mode at your employee time clock.
  2. Press the Supervisor Mode key in the lower left of the keypad (the key with the lock symbol).
  3. Enter your security code. The default is "00 00 00".
  4. Press the Up arrow key until the "Assign Badges" option appears. Press the Enter key.
  5. The clock will display "Enter ID Number". Use the keypad to enter the ID number of the employee. This is the PIN number assigned to the employee in the Roster Report.
  6. A "Wave Badge" message will appear. Wave the badge near the keypad of the clock. An "Assigned" message will display. The badge is now activated and ready for use.

Reassigning a badge to another employee

  1. Enter into Supervisor Mode at your employee time clock.
  2. Press the Supervisor Mode key in the lower left of the keypad (the key with the lock symbol).
  3. Enter your security code. The default is "00 00 00".
  4. Press the Up arrow key until the "Assign Badges" option appears. Press the Enter key.
  5. The clock will display "Enter ID Number". Use the keypad to enter the ID number of the employee. This is the PIN number assigned to the employee in the Roster Report.
  6. A "Wave Badge" message will appear. Wave the badge near the keypad of the clock. A "Badge All Ready Assigned" message will display. Press the Enter key. The badge is now assigned to the new employee.

For purchasing information or questions please contact our Sales Department at 1.800.847.2232 option 3 or This email address is being protected from spambots. You need JavaScript enabled to view it. .

Knowledge Base > Troubleshooting Tips

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


Solution:

It is important to always run the latest Universal Time Clock software. This will ensure that you have the latest and greatest software, free from bugs and including all of the latest features.

In addition, if contacting our technical support department we advice you to have this number ready. It is one of the first questions that they may ask. 

 

 

The software version can be found in a few ways:

  1. From the About Your Clock page
    • Go to the Help menu from the time clock software application
    • Select About Your Clock
    • The software version can be found on this page


Look Up Software Version - About Your Clock

 

  1. From the System Update page
    • Go to the Files menu from the time clock software application
    • Select System Update
    • The software version can be found on this page

 

 Look Up Softare Version from System Update Page

 

  1. Upon Boot-up - The version number of each clock is displayed on the time clock display during the time clock start up process.
    • Unplug the clock from the power
    • Wait 5 seconds
    • Plug the power back in
    • The clock will reboot. This may take a few minutes. After the clock boots up to 100%, the version number will display. I.e.  Version 2.5.XXXX

 

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

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