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Knowledge Base > Troubleshooting Tips

KB0073: How to Look up the Clock Serial Number - SB-100 PRO / RTC-1000


You need your time clock serial number in order to register your time clock and receive warranty assistance or technical support. In addition, we ask that you have your time clock serial number ready before contacting our technical support department. 

The serial number begins with the letter C or D, followed by 9 digits.




The serial number can be found in a few ways:

  1. From the Current Alerts (Home) page of your clock
    • Go to the Help menu
    • Select About Your Clock
    • The serial number can be found on this page

Look Up Serial Number - About Your Clock


  1. The Back of the Time Clock Terminal
    • If mounted, take your time clock off of the wall with the keys provided.
    • The Serial Number is listed on the label found on the back of the clock.
  1. In Supervisor Mode
    • Enter into Supervisor Mode at your employee time clock terminal.
      • Press the padlock key on the time clock.
      • Enter in your security code - the default security code is 00 00 00.
    • Using the Arrow Keys scroll through the options until you find the option Display Serial # - press Enter.


Knowledge Base > Troubleshooting Tips

KB9003: Universal Time Clock - How to Create and Restore a Backup File (VIDEO)

Knowledge Base > Troubleshooting Tips

KB0132: CSV Export and Non-worked / Accrual Hours - SB-100 PRO / RTC-1000 Universal Time Clock




When a non-worked or accrual punch is assigned to an employee:

  1. It is entered in the time card export (CSV) file as a single punch on that day with an InTime of 6am.
  2. In order to identify this punch, make sure you append a note to the punch when it is assigned to the employee. This note will appear in the export file in the InNote column.

Knowledge Base > Troubleshooting Tips

KB0114: QuickBooks Plug-in: Time Data Not Imported into the Quickbooks Timesheets after Employees are Synchronized

It appears that the employees properly match between the employee time clock and the QuickBooks employee list. The QuickBooks Plug-in Employee synchronization Window indicates that there is a successful link for the employee(s) between QuickBooks and the employee time clock. However, after running the File\Icon Time Systems QuickBooks Plug-in\Import Time option, time data does not appear in QuickBooks. What might be wrong?


  1. In QuickBooks, click on the Employees Icon to go to the Employee Center.
  2. Double-click on the employee name in the list to display the Edit Employee screen.
  3. Go to the Payroll and Compensation Info tab.
  4. Make sure the option for "Use time data to create paychecks" is checked.
  5. Repeat this procedure for all of your employees.

NOTE: If you do not see the "Use time data to create paychecks" check-box in the Payroll and Compensation Info tab:

  1. Select Edit\Preferences from the QuickBooks main menu.
  2. Select Time & Expenses in the Preferences window.
  3. Select the Company Preferences tab.
  4. Select "Yes" for the "Do you track time?" option in the Time Tracking section.



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:


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:

  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:

  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.


  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.


 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


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 to check your external IP address and detect open ports on your connection. For additional troubleshooting steps refer to Select your router by model name and number for specific port forwarding instructions.

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