How to Resolve a Missing Out Notification
This article explains why employees who clocked out can still trigger a missing out notification, and how the 23-hour auto clock-out applies to both mobile and Kiosk offline mode.
If you receive a missing out notification for an employee, but the employee claims that they have clocked out at the end of the day, there are several potential causes.
Why does this happen? Understanding the 23-hour auto clock-out
ClockShark's web portal automatically clocks out any active shift that reaches 23 hours, since shifts longer than that are almost always the result of a missed clock-out. This protects payroll from runaway timecards.
When the portal hasn't received a clock-out by the 23-hour mark — for any reason — it will auto-clock the employee out and trigger a missing out notification. The most common reasons the portal doesn't receive a clock-out fall into two categories: Kiosk Offline Mode and mobile clock-out delivery issues.
Kiosk Offline Mode: syncing more than 23 hours apart
If you use a Kiosk in offline mode, the device only sends clock-in and clock-out data to the web portal when it syncs. If a Kiosk syncs while employees are clocked in, and then doesn't sync again for more than 23 hours, the portal will auto-clock those employees out at the 23-hour mark — even though they did clock out on the device. When the Kiosk eventually syncs, the portal won't override the auto-clock-out, and the timecard will need manual correction.
To avoid this, we recommend one of the following workflows:
- Sync only after all employees have clocked out for the day. This way the portal receives both the clock-in and clock-out together and never starts a 23-hour timer on an open shift.
- If employees clock in while the Kiosk is online, make sure the Kiosk reconnects and syncs again before 23 hours have passed. As long as the clock-out reaches the portal within that window, the auto-clock-out won't trigger.
Mobile clock-out didn't reach the portal
Employee is closing the app too quickly
Sometimes it can take up to 30 seconds for ClockShark to retrieve the GPS location when clocking out, and then send it to the web portal. If the app is forced to close before this is complete, ClockShark will not receive their clock out data.
To resolve this, make sure the employee leaves the app open for a short time after clocking out. Instead of closing the app. They can move it into the background of their device.
Employee has disabled mobile data/wifi
The ClockShark app can collect location information while offline, but it cannot communicate with the ClockShark portal while offline. If the employee clocks out while offline, their clock out information will not be sent to the web portal until the device is online again.
To resolve this, make sure employees connect to wifi/data during or after clocking out, to make sure their information is received.
Employee has turned off their phone at the end of their shift
Sometimes it can take up to 30 seconds for ClockShark to retrieve the GPS location when clocking out, and then send it to the web portal. If the device is turned off before this is complete, ClockShark will not receive their clock out data.
To resolve this, make sure the employee leaves their phone on for a while after clocking out.