If you're having problems and can't find the answer below, contact our technical support specialists at 630-879-6400 or Support@TimePilot.com. Don't forget that each TimePilot system comes with 30 days of free support, starting when you register the software.
This page is part of the help system on the TimePilot web site. If you need more help and don't see a column filled with help topics on the left side of this page, click here if you're using our Retail Edition of the TimePilot software and click here if you're using the Professional or Enterprise Editions. This page will be available under the "Resources" category in the left column.
Problem |
Solution |
I've forgotten the password to TimePilot Central. |
Call a tech support specialist (1-630-879-6400) and have your license key available, and they can issue you a temporary password. The temporary password will expire at midnight, but it will enable you to reset your permanent password. |
All I see is old transactions, not the newest ones. |
You may be looking at an extracted pay period instead of your Current Transactions. If the bar at the top of the Transaction List is yellow, it's a past pay period; if it's green it's Current Transactions. To switch, click the "Periods" menu, then choose Current Transactions or Past Pay Period. |
Some of the names in the Employee List are in red. What does that mean? |
A name in red means the TimePilot software cannot calculate the employee's hours. Generally, the employee has forgotten to clock in or out, or clocked in when they should have clocked out, or vice-versa. To solve the problem, click the employee's name, so you'll see just his or her clock-ins and clock-outs. If you see a triangle in the very first column of the employee's transactions, that indicates a clock-in; a white space indicates a clock out. An error-free set of transactions will alternate red triangle-white space-red triangle-white space all the way down the screen. If that pattern is broken —you see two triangles or two white spaces together—that's probably where the error is.
Once you find the error, you can insert the missing in or out transaction using the "Insert IN" or "Insert OUT" buttons at the top of the TimePilot Central screen. |
Problem |
Solution |
I've forgotten my clock's administrator password. |
To see your clock’s password, right-click the image of the clock in Vetro Data Manager (if you're using TimePilot Retail Edition Software) or Clock Manager (if you're using TimePilot Professional or Enterprise Edition software). Choose "Properties" from the pop-up menu to see the password. |
After collecting the data from our Vetro, when we insert the USB drive into our PC, nothing happens. What should we do? |
When you insert the USB drive into your PC, the first thing the software does is look for a small file called "V4520" on the drive. If that file is missing, the data won't transfer. To correct the problem, you'll need to put that file back on your USB drive. Here's what to do:
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Yesterday, my Vetro clock was working fine; today it's showing a date in January 2002. What happened? |
That's an indicator that power to the clock was interrupted at some point overnight. You'll need to reset the time on your clock.
You can avoid this problem by doing one of two things:
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My Vetro screen is blank |
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I'm getting a message on the clock that an iButton is not recognized. |
Verify that all profiles are entered into TimePilot Central's Current Transactions list. For TimePilot customers using Vetro Data Manager and who use the USB drive to collect their data, follow these steps to properly add employees and assign ibuttons:
For TimePilot customers using Vetro Data Manager and have their Vetro clock on their network, follow these steps to properly add employees and assign ibuttons:
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The Vetro clock is beeping after restoring power. |
That's indicative of an incomplete firmware update.
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The clock seems to run fast, then slow. |
That's an indicator of varying voltage levels to the clock.
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I can't get my clock-in and clock-out data from my networked Vetro clock into TimePilot Central. For a few days everything was fine, but now the data isn't getting into TimePilot Central through my network. I've been transferring everything with the USB drive, but is there something I need to do to get the network connection back? |
It sounds like your clock has lost its connection to the database. If you're using TimePilot Retail Edition Software, make sure you have Vetro Data Manager running. If you're using TimePilot Professional or Enterprise Edition software, you'll need to restart the TimePilot Service. Open Clock Manager and click the appropriate button. Once the Service is running, you can close Clock Manager. For instructions on how to determine your software version, click here. Note: TimePilot Service is available only to users of the Professional and Enterprise Editions of the TimePilot software. TimePilot Retail Edition users can upgrade to either of these versions. For details. click here or contact us at Sales@TimePilot.com or 630-879-6400. |
Problem |
Solution |
I'm trying to collect the data from my Extreme clock, but it's not downloading to the USB drive. How can I get it to collect the data? |
Replace the AA batteries in your clock. The system was designed so that the first indication that your batteries are running down is that you won't be able to copy the data to the USB drive; the clock can still accept clock-ins and clock-outs from employees, because they use very little power. And, of course, any transactions already collected are safely stored in its memory.) Use alkaline batteries and replace them annually. |
Problem |
Solution |
My Tap isn't importing the clock-ins and clock-outs into my computer running TimePilot Central when I plug in the USB cable. |
Make sure Tap Manager is running when you plug in the cable. Tap Manager acts as a bridge between the Tap clock and TimePilot Central. To start Tap Manager, open TimePilot Central, click the Setup menu, then Tap Manager. |
Problem |
Solution |
When I start TimePilot PC, I get a message that my "evaluation period has ended" and I can't go any further. |
TimePilot PC is available as a 30-day trial as well as a regular TimePilot product. If you're getting that message, you probably are using the trial version and either haven't purchased the software and your 30 days are up, or you have purchased the software but just haven't entered the new registration number that tells the software that it's no longer in "evaluation mode." Either way, your clock-ins and clock-outs collected in the last month won't be lost.
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Problem |
Solution |
The App was working well; I just downloaded the update and now it's not working. |
Reboot your phone. |