On this page
01. Quick checks you can do first02. What usually causes it03. When to call a technician04. Parts that fix it05. FAQ
Quick answer
When attendance doesn't reach your software or payroll, check that the device is online (fixed IP, same network), the device time is correct, users have the same IDs in the device and the software, and the software downloads logs on schedule. Most 'missing' clock-ins are still stored in the device and can be downloaded once the connection is fixed.
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Shop all attendance machines →Key takeaways
- Logs usually stay on the device until downloaded.
- Give the device a fixed IP address.
- Wrong device time puts punches on the wrong day.
- User IDs must match between device and software.
- Schedule automatic downloads.
01Quick checks you can do first
- 01Check the device is onlinePing it or check the software's device status.
- 02Set a fixed IPReserve its IP so the software always finds it.
- 03Check device timeWrong time puts clock-ins in the wrong shift.
- 04Match user IDsThe same person must have the same ID in device and software.
- 05Download manuallyPull logs by USB if the network is down.
ImportantSwitch off and isolate power before opening any equipment. Batteries, inverters and mains wiring can cause serious injury; leave internal work to a qualified technician.
02What usually causes it
| Symptom | Likely cause | Fix |
|---|---|---|
| Device offline in software | IP changed or network fault | Fixed IP; check cable |
| Punches on wrong day | Wrong device time | Sync time |
| Some staff missing | ID mismatch or not enrolled | Match IDs, re-enrol |
| Report shows absent | Shift rules wrong | Fix shift settings |
| Device full | Log memory full | Download and clear logs |
03When to call a technician
- Payroll is affected this month.
- Several sites need central attendance.
- You're moving to cloud attendance.
- Fingerprints aren't being recognised.
When to call a professionalQyvea technicians diagnose and fix this on site across Nairobi and Kenya. Call 0113 301 244 or WhatsApp a technician.
Running this across several sites or branches? A Qyvea maintenance contract catches these faults on scheduled visits, with a written report after each one.
04Parts that fix it
Attendance machinesLive prices from the Qyvea store
Shop all attendance machines →05Frequently asked questions
Are missing clock-ins lost?
Usually not. They stay in the device memory until downloaded.
Can attendance from several branches go to one system?
Yes, with networked or cloud attendance.
Do you support ZKTeco?
Yes, ZKTeco and other common brands, including software setup.
