TimeWorksPlus Knowledge Base

Troubleshooting Tranz 380 Clocks

Last Updated: Jan 31, 2017 04:54PM MST
The following is a list of many of the errors that are specifically related to our analog dial-up clocks, the Tranz 330 and 380. We suggest you start with Initial Troubleshooting but if that does not solve the issue, locate the item from the list below that most closely matches your issue and click the link to see instructions on troubleshooting.

Initial Troubleshooting Steps

If a clock terminal is displaying an error message due to a lack of connectivity:
  1. Wait about 10 minutes and try transmitting again by pressing 9. There could be noise on the phone line or issues with the modem.
  2. Check the phone number the clock is dialing by pressing FUNC, 2, 3. It should be 18882289550, or, if 9 is used to reach an outside line, 9-18882289550.
  3. If the phone number is wrong or needs to be changed because 9 is or is not needed to reach an outside line, see Changing the Phone Number.
  4. Try a different phone jack. If it works, there is likely an issue with the phone jack.
  5. If the clock won't work at a different jack within the facility, trying taking it off site and using a different line.

"Waiting for Answer / No Answer" Errors

If your device says "WAITING FOR ANSWER" for too long, it will eventually give the error of 'NO ANSWER'. 

This could be due to a phone line issue, modem issue on the clock, or incorrect programming of the device.
  1. Start by checking that the phone line from the clock to the jack is plugged in at both ends. 
  2. Make sure no other devices are using the phone line.
  3. Plug a phone into the phone line to see if the line is operational.
  4. Make sure the phone line is analog and not a Voice Over IP system. If a fax machine can work on the line, the clock should work on the line.
  5. The clock has two modem/phone lines that can be used. Try plugging the line into the other modem jack and press "9" to transmit.
  6. Try taking the clock to a location with a know working analog line and see if it will connect there. Or, if possible, try plugging an analog phone into the wall jack to see if there is still service to the line.
  7. If those options fail, you can try reprogramming the clock. We now sell another version of the Tranz 380 device, the Tranz 380X2, which has a dual memory. There are some extra steps required when programming the dual memory device. If you use the Tranz 330/380 instead of the Tranz 380X2 programming instructions, you will miss a step before entering the phone number causing the clock to dial the incorrect phone number. 
​NOTE: REPROGRAMMING WILL ALSO DELETE ANY PUNCHES CURRENTLY ON THE CLOCK. If you need to retrieve the punches before proceeding, you will need to do it with Data Extraction Kit.

If it still gives the same error re-verify the clock is connected to an analog line. Or test if maybe one of the modems or both are bad by doing test transmits on both modem ports on the clock.

Waiting for Line

The message WAITING FOR LINE means that the clock has not yet dialed - it is waiting for a good phone line to be free so it can dial.


This message COULD mean:

  •  No phone line attached
  •  The phone line isn't analog
  •  Someone is already using the phone
  •  The clock's modem could be damaged or defective.


This message DOES NOT mean:

  •  That there is a problem with our service
  •  Nor that the wrong phone number is entered
  •  Nor that the dialing prefix is incorrect.

Changing the Phone Number

The clocks are programmed, by default, to dial a 1-888 number.

If the clock needs to dial 9 to reach an outside line and the number was not programmed with the 9:
  1. Press FUNC, 3
  2. You will be prompted to enter a 5 digit code which is 52534. This is a different code than if there is a 9 programmed and you are trying to change the number to remove the 9 
  3. Type 18882289550
If the clock is dialing 9 to reach an outside number and you need to remove that prefix:
  1. Press Func, 3
  2. You will be prompted to enter a 5 digit code which is 64496. This is a different code than if there is no 9 programmed and you are trying to add the 9.
  3. Type 9 0 ALPHA 18882289550
If none of these steps work, older firmware may be preventing the clock from the updating with the change. You will need to reprogram the clock, but before you do that, you will want to transmit the punches via a line with prefix settings that match your current clock settings.

Changing the Dialing Prefix

 

Adding "9" to reach an outside line to an already programmed clock.
  1. Press FUNC, then 1
  2. When prompted for a password, enter 123662.
  3. Enter the prefix, 9 and press ENTER.
If these do not work, try resetting the entire number by referencing Changing the Phone Number in this article.

 

Removing "9" as the dialing prefix.
  1. Press FUNC, then 1
  2. When prompted for a password, enter 123662.
  3. Press ENTER.
If the above does not work, you can attempt to re-entering the phone number from scratch using the below steps:
  1. Go up to the clock and press 'Function', then the '3' key
  2. It will prompt for an Auth Code. Enter in '64496' then press the Enter key.
  3. It will then ask for the Phone Number. Enter 18882289550.

NOTE: If you need to dial a 9 to get out, then Dial: 9-18882289550. The 'dash' will program a 2-second pause during dialing, which ensures the clock waits for a second dial tone before continuing to dial. To get the 'dash', simply hit the zero (0) key and then the 'Alpha' key, and the 0 will turn into a 'dash' on the clock's screen.

If neither of the steps above work to add or remove a prefix you will need to re-program the clock as an older firmware on the clock may be preventing the change.

Frequent Incomplete Transmits

If the clock seems to be missing exactly one punch or changes to the configuration of the timekeeping account are not being reflected at the clock, it may be related to an outdated version of our software. You can upgrade to the latest clock software by reprogramming the clock.

The version that causes issues is 1.05. In order to determine if you have this version, you can go to the Settings Menu / Clock Status screen and see which version your clock is running.

Transmit Ended 

If you try to transmit punches and the clock returns the error, "Transmit Ended", it is likely related to the phone line. Follow the Initial Troubleshooting steps at the start of this article. Phone lines can have interference or static that interrupts the clock's transmission without being noticeable to someone using the line.

It may also be related to another device using the phone line, like a FAX machine. If the client uses Voice Over IP as their phone service, it may be a reason for the issues. See the VoIP topic in the Tranz 380 FAQ section.

Another possible reason would be due to an old version of our software. See Frequent Incomplete Transmits.

"Host" Errors

This article covers the following errors:
  • No Response from Host
  • Host Disconnected
  • Bad RX...From Host
  • Any other "Host" errors the clock may display

Often these errors are cause by the clock not being able to communicate with our servers for one of the following reasons:
  • Phone line has excessive line noise
  • The clock is on a VoIP line instead of an analog line, even a VoIP that has been converted to analog can experience issues
  • A modem issue with the clock
  • Another device is using the line
Troubleshooting the above issues can be done by:
  1. Check the phone line by making a test call and see if there are moments of silence or static on the call
  2. Wait 10 minutes and try transmitting again. This will work if another device, like a FAX machine interrupted the clock's use of the line.
  3. If you have an extra clock, try using that on the same line.
  4. Try hooking the clock up to a different jack or location and transmit
If none of these solutions work, you can contact support for a possible RMA.

@@@@@@@@@@@@@ Error

If you receive this error on the clock and it does not respond to any key punches then the clock will need to be replaced. Unfortunately, if there are any punches on the clock that have not been transmitted, they will be lost since this error will not allow retrieving the punches through the Data Extraction Kit. Please contact support to begin the RMA process.

DC Memory Error / Programming Error

Both of these errors mean that the clock needs to be reprogrammed and if it persists, it may need to be replaced. Reprogramming the clock will delete any untransmitted punches. You can retrieve the punches using a Data Extraction Kit

Invalid ID

This error is received if an employee clocks in with a PIN that does not conform to the settings in the accounts Physical (manual) Clock options (Manual Clock setting in TimeWorks). For instance, if the Manual Clock setting is set to Never Allow, it means an employee must clock in with a fingerprint or swipe card.

In TimeWorksPlus, the Physical (manual) Clock options are found in the Accountant Menu / Client Configuration / Account Configuration.
 
In TimeWorks, you would go to the Accountant Menu / Miscellaneous Settings and locate the Manual Clock setting.

No Merchant ID

This error means the clock needs to be programmed or, if it was working correctly, needs to be reprogrammed. It does not mean the clock is defective, however, if it happens repeatedly, the clock may need to be replaced. Be aware that reprogramming a clock will erase any punch data that has not been transmitted. You may be able to retrieve the punches through the use of a Data Extraction Kit

Clock Freezes on Powering Up

If the clock shows TZ330 3E2EU3.70 747 or TZ380 9EAEU1.41 747, or some similar-looking series of characters, it is a normal message that appears when the clock powers up. However, if the message does not go away after a few seconds, there may be an issue with the power supply or cord. Try changing the cord or plugging the clock into a different outlet. You may also need to reprogram the clock, which will eliminate all punches on the clock that have not transmitted.

Unknown Serial Number

If you have programmed the clock and receive the "Unknown Serial Message" it could be for one of two reasons.
  • Verify that the serial number assigned to the client's account matches the serial number on the clock. If the numbers do not match, you will need to go to Clock Status screen of the Accountant Menu and use the Change Serial Number link at the bottom of the screen.
  • The SwipeClock servers have yet to update the client's account with the serial number. Once you add a clock to a client's account, it can take up to 10 minutes for our servers to recognize the clock. This means if you try to transmit the clock prior to that update, the clock will return an "Unknow Serial Number" error.

No ENQ

If the Tranz 380 clock was programmed incorrectly, the clock may display this error. During the course of programming a clock, you are asked if the clock is a 330 or a 380. Entering the wrong value there can cause this error. You will need to reprogram the clock to fix this.

Bad RAM Error

There is no trouble shooting for this error, the clock will need to be replaced. Please fill out a support ticket to request an RMA.

Punches Missing on Time Card

Occasionally, the user will find that a time card will be missing punches on one day, but have punches transmitted form the same clock on a later date. This is likely an error related to a unique characteristic of the Tranz 380X2 which has two memory banks. In all likelihood, the memory banks have been switched and the missing punches are residing on the inactive memory bank. In order to switch memory banks, press ENTER twice. Then you can press 9 to transmit the punches. You may also want to see the section in our Tranz 380 article that addresses a method of safeguarding against this issue with a message on the clock.
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