10

User authentication failed

Legacy error message – the system has not received a valid PIN (personal identification number), or it cannot determine the PIN.

• Enter the correct PIN

• Check your PIN

• Speak to your employer. They will be able to check that your record is in good standing. For example, they can check your record hasn’t been deleted or your contract hasn’t ended etc

20

Device not allowed

Legacy

N/A

30

System Offline. Try again later

Cannot connect to the Timegate Web database. It’s offline for some reason. This is likely to be some sort of infrastructure issue.

• Try again later

• If it continues not to work, advise your supervisor/Timegate Web technical support team. They should contact TEAM Software Support

40

System Offline. Try again later 

Something has gone wrong with the database system that has not been captured using any of the other error codes.  This is likely to be some sort of random system crash.

• Try again later

• If it continues not to work, advise your supervisor/Timegate Web technical support team. They should contact TEAM Software Support

50

SIN code is not known

Site Identification Number is not recognized/is invalid.

• Enter the correct SIN

• Ensure the SIN is of the correct length e.g. 4 or 6 characters depending upon configuration

• Check your SIN

• Speak to your employer. They will be able to check that the Site record is in good standing. For example, they can check that the record hasn’t been deleted etc

60

User permission rejected

Legacy.

N/A 

70

Call Failed / SOS Failed

Legacy.

N/A 

80

Unknown registration code

An invalid Timegate Web database ID code / clock-in.com ID code has been used.

• Make sure you are using the correct database ID (this is likely to be either a two or three-digit numeric code)

• Confirm with your supervisor/Timegate Web technical support team the Timegate Web database ID code that you should be using when setting up the Employee App

90

System Offline. Try again later.

Legacy – cannot connect to the Clock-in.com databases system.

N/A 

100

Cannot Log Staff Location

Book On, Check Call, or Book Off call has failed to work correctly for other reason.

• Try to make the Book On, Check Call or Book Off call again

• If this doesn’t work, advise your supervisor/Timegate Web technical support team. They should contact TEAM Software Support

110

Incorrect Request Parameters

This error can mean that there is a problem with any of the parameters being used when the message is first read – i.e. PIN, SIN, Clock-in.com ID, RFID tag, Location etc.

Advise your supervisor/Timegate Web technical support team. They should contact TEAM Software Support

200

SIN code is not known

Invalid Site Identification Number.

• Enter the correct SIN

• Ensure the SIN is of the correct length e.g. 4 or 6 characters depending upon configuration

• Check your SIN

• Speak to your employer. They will be able to check that the Site record is in good standing. For example, they can check that the record hasn’t been deleted etc

201

PIN code is not known

An invalid Personal Identification Number.

• Enter the correct PIN

• Check your PIN

• Speak to your employer. They will be able to check that your record is in good standing. For example, they can check your record hasn’t been deleted or your contract hasn’t ended etc

202

No matching duty can be found

There is no matching duty for the User ID that is being used to log in at this time. This can be caused by any of the following for example:

• No duty

• Trying to book on/off/check-call  outside of hours

• Trying to book on/off/check-call outside of pre- or post-windows

• Trying to start a flexible shift too late

• The system is incorrectly configured to let you book onto an open post

• Auto duty create is not working the way you expect it too

• Book on when you have a duty

• Speak to your supervisor/Timegate Web technical support team. They will go through a series of checks to make sure that there is a valid duty that you can book on/off/ or make a check call to. They will also check the times you’ve tried to book on against duties and the pre-or post- windows configured. Finally, they will check auto duty create settings (as appropriate). If they still cannot resolve the problem, they should call TEAM Software support

203

Call type does not match with what is expected

This message means that a valid duty has been found, however, the action made against that duty is not what was expected – calls have been made out of order e.g. an already open call is opened again, an unopened call is closed, a check call is being made against a call that does not have check calls attributed to it.

• Make the correct call type

• Speak to your supervisor/Timegate Web technical support team. They will go through a series of cal history checks to see what’s gone wrong i.e. whether you are already booked on, or the check call isn’t due for another x hours for example

208

Invalid Caller ID

This error code is only relevant when making a call using telephony, not through the Employee App. It indicates that the telephone number used to make the call is not recognized by the site (that is configured to only accept calls from certain number).

• Use the correct phone onsite to make the call

• Speak to your supervisor/Timegate Web technical support team. They will be able to check the CLID and associated Call Settings. If they are not able to resolve the problem for you, they will contact TEAM Software support

209

Call can NOT be taken outside of the call window 

 A duty has been found on the Timegate Web system that is valid, however, you are calling outside of the Pre- or Post-pay window when the site is configured not to take calls outside of the window.

• Make your call within the call window

• If you think you are trying to call within your window, speak to your supervisor/Timegate Web technical support team who will be able to investigate the problem and explain to you why the call cannot be taken

210

GPS Check failed

• The call is being made outside the permitted Geofence

• The Geofence has been incorrectly configured (e.g. on a large site, the fence size has been given at one entrance, but not others)

• GPS is not accurate on the handset

• GPS has not been enabled on the handset

• Switch off and restart your phone and then try again

• Advise your supervisor/Timegate Web technical support team. They can check the Site settings etc.

• Call TEAM Software support if they cannot resolve the error

211

You have scanned an invalid tag code

When using tap to scan, you have scanned a tag using your phone which is invalid. It is likely to be invalid because the link between the RFID code and the user’s PIN (via a User Defined Field-based code) is not correctly configured.

• Report to supervisor/Timegate Web technical support team. Your supervisor/Timegate Web technical support team should check the PIN details and the third-party PDF PIN

• If it can’t be resolved, call TEAM Software support

600

Unknown registration code

An invalid Timegate Web database ID code / clock-in.com ID code has been used.

• Make sure you are using the correct database ID (this is likely to be either a two or three-digit numeric code)

• Confirm with your supervisor/Timegate Web technical support team the Timegate Web database ID code that you should be using when setting up the Employee App

605

Timegate Web Code/PIN code is not known

When attempting to log on, the user enters an incorrect PIN or rapidly presses the login button multiple times.

• Try again, re-entering the correct PIN

• Do not press the login button multiple times

• Check your PIN

• Speak to your employer. They will be able to check that your record is in good standing. For example, they can check your record hasn’t been deleted or your contract hasn’t ended etc

610

SIN code is not known

An invalid Site Identification Number has been entered when trying to log on.

• Enter the correct SIN

• Ensure the SIN is of the correct length e.g. 4 or 6 characters depending upon configuration

• Check your SIN

• Speak to your employer. They will be able to check that the Site record is in good standing. For example, they can check that the record hasn’t been deleted etc

615

PIN/SIN code is not known

 When the user tries to book on/off or make a check call, either the PIN or SIN is incorrectly entered when sent.

• Try again, re-entering the correct PIN and SIN

• Check your PIN

• Check your SIN

• Speak to your employer. They will be able to check the system to make sure that everything is set up correctly (i.e. site details, your details etc.)

620

PIN code is not known 

An invalid Personal Identification Number has been entered when trying to log on.

• Enter the correct PIN

• Check your PIN

• Speak to your employer. They will be able to check that your record is in good standing. For example, they can check your record hasn’t been deleted or your contract hasn’t ended etc

625

Could not open portal from app

When navigating from the Employee App to the Employee Portal (using the Employee Portal button), you are unable to access the Employee Portal as the website link isn’t working correctly.

• Try again in a few minutes

• Ask your supervisor/Timegate Web technical support team to check the configuration e.g. the Employee Portal website URL may have been incorrectly configured

• If your supervisor/Timegate Web technical support team cannot fix this, they should contact TEAM Software support to update the URL

630

Portal URL is not configured properly. contact administrator

When navigating from the Employee App to the Employee Portal (using the Employee Portal button), you are unable to access the Employee Portal as there has been no Employee Portal set up.

• Let your supervisor/Timegate Web technical support team know of the error. The supervisor/Timegate Web technical support team should contact TEAM Software support who will be able to arrange for the system to be configured correctly with the Employee Portal URL being included in the JSON (configuration) file

635

Device not recognized. re-register

The Employee App tries to register the device (phone/tablet etc), however, the device doesn't return an identification code.  This is likely to happen either when the device being used has been jailbroken ("cracked") or if the device is an extremely low-cost, incompatible device.

• Use a device that hasn’t been jailbroken

• Replace with a compatible device

640

Device registration failed

This error message appears when a user has a valid device, but it is not able to register. It’s normally a software issue related to how the Employee App is talking to Timegate Web.

• Try again after a few minutes

• If this doesn’t fix the problem, report the error to your supervisor/Timegate Web technical support team. They can report it to the TEAM Software support team who will be able to take a look at why registration is not happening

645

System Offline. Try again later

When using the Employee App, the app asks the Timegate Web system for data (using an API). During this transaction, the connection gets lost for some reason.

• Try again after a few minutes

• If this doesn’t fix the problem, report the error to your supervisor/Timegate Web technical support team. They can report it to the TEAM Software support team

655

System Offline. Try again later

 When using the Employee App, the app sends data to the system but it does not match what is expected. This could be for a variety of reasons including issues with the app, the JSON set up (settings for the app), HTTP, a custom error or a system exception.

• Report the error to your supervisor/Timegate Web technical support team. They can report it to the TEAM Software support team

660

Location not trusted. Check your GPS

The device that is being used to give out GPS coordinates is running spoofing software that produces fake GPS results.

• Remove spoofing software from the device

• Use a new device that sends out the correct GOS coordinates

665

check your internet connection

For some reason, your device is not connected to the Internet. Your device is offline

• Check that your Internet connection is available and working correctly

• Join a different network

• Switch your device off and then back on again to see if it joins the network

• Check with your service provider (mobile phone company) if your network is working correctly

• Speak to your Supervisor and ask for their help

675

enable location services in your device settings

• The location services on the device have been disabled

• Location services have been disabled for this app

• Enable location services on the device

680

GPS request timed out. try again

The Employee App has been unable to get a GPS reading that is not older than 60 seconds – the GPS data is not being reset

• Try the action your are attempting again

• Move physical location to one where there is a GPS signal and try again

705

Too late to take photo(s)

When a photograph has been requested as part of a logon process, the photograph hasn’t been taken within the allowed period

• Try taking a photograph again more quickly so that it’s within the allowed period

730/732/735/736

NFC: No tag has been detected

When a user scans an NFC tag to either book on/book off/make a check call/log attendance at a location the tag isn’t detected as they move away from it too quickly

• Rescan the tag, taking your time, without moving

731

NFC: Tag is not supported

When a user scans an NFC tag to either book on/book off/make a check call/log attendance at a location the system attempts to read the tag, but it is of an incompatible format / or is corrupted

• Try scanning the tag again

• If the problem persists advise your supervisor/Timegate Web technical support team They will be able to check and if necessary, contact TEAM Software support

737/739

NFC: Unexpected error has occurred

When a user scans an NFC tag an other, unexpected error occurs

• Try scanning the tag again

• If the problem persists advise your supervisor/Timegate Web technical support team They will be able to check and if necessary, contact TEAM Software support

998

Oops, something went wrong. try again in 5 mins

Unexpected application system error that may happen for a number of reasons such as network outage, hardware being run at full capacity at peak times, an API bug, incorrect configuration etc.

• Try again in five minutes

• If the problem continues, advise your supervisor/Timegate Web technical support team, giving them details of your Employee ID, SIN etc along with the approximate time of the error. They should contact TEAM Software Support to resolve the problem

733

NFC: Tag is not writeable

When a user scans an NFC tag to write to the tag it fails to let them as the tag is seen as read-only

• Try again

• Remove read-only tag

• If the problem persists advise your supervisor/Timegate Web technical support team. They will be able to check and if necessary, contact TEAM Software support

734

NFC: Tag size is too small

When a user scans an NFC tag to write to the tag it fails to let them as the tag size is too small

• Try again

• Try a different type of NFC tag

• If the problem persists advise your supervisor/Timegate Web technical support team. They will be able to check and if necessary, contact TEAM Software support