Cloud Clock Cellular Troubleshooting

Many Cloud Clock issues can be resolved by rebooting the iPad.

1. Remove the iPad from its enclosure.
   
   
2. Press and hold the Sleep Button until you see a "Slide to Power Off" prompt.
3. Slide your finger where shown and the iPad will power down.
4. Wait for at least ten seconds, and then press and hold the Sleep Button again to power on the device.
5. When you see a white apple logo appear on the screen, release the Sleep Button.
6. After the device reboots fully, slide to open the screen.

Relaunch the Cloud Clock app.

1. Enter Manager Mode in the Cloud Clock app and select Quick Update. This will send any unsent punches into Bullhorn Time & Expense.
2. Verify that the punches were sent by checking the Last Connect time. Last Connect will detail when the clock last sent punches.
   • If you see that the last connect time is updated, the clock has successfully sent punches to Bullhorn Time & Expense. The punches should show on timecards within 10 minutes.
   • If you see that punches were not recently sent, the clock did not send punches to Bullhorn Time & Expense, continue troubleshooting.

Cellular iPads display signal strength indicators in the same fashion as most cellular devices. Look in the upper left of the display to determine coverage strength.

If cellular coverage is poor, please discuss other options with Bullhorn Time & Expense Support.

• As with any other cellular device, Bullhorn Time & Expense cannot control the availability or strength of a provider's cellular coverage.

Once cellular coverage has been determined, locate the phone number associated with the iPad. To find the phone number navigate to the iPad's Setting App, and click General > About > Cellular Data Number. With the phone number, Bullhorn Time & Expense Support can verify if the Cloud Clock SIM still has data.

Some connection issues can be resolved by resetting the cellular data on the device.

1. Exit the Cloud Clock app and open the Settings app.
2. On the left, touch Cellular to open it.
3. Touch the Cellular Data toggle to turn Cellular Data Off. Leave this off for about 10 seconds, and then turn it back on.
4. Press the Home button to exit the Settings app.

Relaunch the Cloud Clock app.

1. Enter Manager Mode in the Cloud Clock app and touch Quick Update. This will send any unsent punches into Bullhorn Time & Expense.
2. Verify that the punches were sent by checking the Last Connect time. Last Connect will indicate when the clock last sent punches.
   • If you see that the last connect time is updated, the clock has successfully sent punches to Bullhorn Time & Expense. The punches should show on timecards within 10 minutes.
   • If you see that punches were not recently sent, the clock did not send punches to Bullhorn Time & Expense, continue troubleshooting.

This will remove and refresh the Cellular connection to the carrier. It will also remove any Wi-Fi and Bluetooth connections. Any lost Wi-Fi or bluetooth connections will have to manually be added back.

1. Exit the Cloud Clock app and open the Settings app
2. Select General > Reset > Reset Network Settings > Reset Settings.

Relaunch the Cloud Clock app.

1. Enter Manager Mode in the Cloud Clock app and touch Quick Update. This will send any unsent punches into Bullhorn Time & Expense.
2. Verify that the punches were sent by checking the Last Connect time. Last Connect will indicate when the clock last sent punches.
   • If you see that the last connect time is updated, the clock has successfully sent punches to Bullhorn Time & Expense. The punches should show on timecards within 10 minutes.
   • If you see that punches were not recently sent, the clock did not send punches to Bullhorn Time & Expense, continue troubleshooting.

If coverage is poor, try moving the device to an alternate physical location in the building to determine if coverage improves. If there is insufficient coverage, the clock will not be able to send punches.

If coverage improves in an alternate location, try to send and verify punch transmission.

Relaunch the Cloud Clock app.

1. Enter Manager Mode in the Cloud Clock app and touch Quick Update. This will send any unsent punches into Bullhorn Time & Expense.
2. Verify that the punches were sent by checking the Last Connect time. Last Connect will detail when the clock last sent punches.
   • If you see that the last connect time is updated, the clock has successfully sent punches to Bullhorn Time & Expense. The punches should show on timecards within 10 minutes. Determine if the alternate location can be used as the permanent location for the clock.
   • If you see that punches were not recently sent, the clock did not send punches to Bullhorn Time & Expense.Continue troubleshooting.

If the clock cannot be moved to an alternate location, or if coverage doesn't improve with moving the device to a different physical location, please continue with the following troubleshooting steps.

Cellular iPads are capable of transmitting data without the assistance of a Wi-Fi network. If the iPad uses a cellular connection, it should not be connected to a Wi-Fi network. Make sure that the iPad is not connected to a local network and turn off the Wi-Fi function.

1. Exit the Cloud Clock app and enter the Settings app.
2. In the upper left of Settings, touch the Wi-Fi option to open the Wi-Fi menu.
3. In the upper right of the display, touch the toggle to the right of Wi-Fi to turn the Wi-Fi functionality off.

Relaunch the Cloud Clock app.

1. Enter Manager Mode in the Cloud Clock app and select the Quick Update Option. This will send any unsent punches into Bullhorn Time & Expense.
2. Verify that the punches were sent by checking the Last Connect time. Last Connect will detail when the clock last sent punches.
   • If you see that the last connect time is updated, the clock has successfully sent punches to Bullhorn Time & Expense. The punches should show on timecards within 10 minutes.
   • If you see that punches were not recently sent, the clock did not send punches to Bullhorn Time & Expense.Please continue reading.

Some connection issues are caused by Cloud Clocks that are mistakenly set to Airplane Mode. If you see a small airplane in the upper left corner of the device, then Airplane Mode is engaged and all Wi-Fi and Cellular communications are blocked.

1. To turn Airplane Mode off, open the Settings App on the iPad.
2. On the top left, slide the toggle to the so that it rests in the left most position. As soon as you do this, the airplane should no longer appear.

Verify Punch Activity

1. Press the Home button to exit Settings, and then relaunch the Cloud Clock app.
2. Enter Manager Mode in the Cloud Clock app and select the Quick Update Option. This will send any unsent punches into Bullhorn Time & Expense.
3. Verify that the punches were sent by checking the Last Connect time. Last Connect will detail when the clock last sent punches.
   • If you see that the last connect time is updated, the clock has successfully sent punches to Bullhorn Time & Expense. The punches should show on timecards within 10 minutes.

Ensure that the Cloud Clock itself and the Cloud Clock app are updated. Follow the instructions below to update the Cloud Clock.

1. Go to the Settings app.
2. Select General > Software Update.

After the update is complete or if no update is needed, reinstall the Cloud Clock app. Before continuing, it is important to write down the Terminal ID. To find the Terminal ID Access Manager Mode and locate the Terminal ID from the Manger Mode menu. You will need to re-enter the Terminal ID after the Cloud Clock app is reinstalled. Follow the instructions below to delete and reinstall the app.

1. Locate the Cloud Clock app and press on the app until a drop down appears.
2. Select Remove App.
3. Find and open the App Store app.
4. Using the Search tool, search and download the Cloud Clock app.
5. After the download has completed, open the app and re-enter your Terminal ID.

1. Power the device completely off.
2. Use a tool like a small metal paperclip to open the SIM card tray by inserting it into the hole beside the tray. Push In, towards the device.
3. Remove the SIM card tray and leave it out fora few minutes.
4. Put the SIM card tray back into the device and power it back on.

Pay attention to the notch in the corner of the SIM card if you need to replace the SIM card or it comes out of the tray. It will only fit one way because of the notched corner. Place the SIM card into the tray and then insert the tray back into the device.

Do not remove the SIM card and only use WIFI. There is a cost difference per month between Cellular Cloud Clocks and WIFI only Cloud Clocks. Removing the SIM card does not stop the additional fees. Reach out to your AM to discuss pricing if you would like to use Cellular and WIFI interchangeably.