Start Here: Check System Health First
The Sense Clock Transactions Service includes built-in diagnostics to help identify issues quickly.
Before following the troubleshooting steps below:
Check the Health tab
In the Health tab, check:
Status
Last Successful Publish
Errors
Pending Records
What to look for:
🟢 Connected → system is communicating correctly
🔴 Disconnected → likely power/network/firewall issue
Errors or no publish activity → possible service/sync issue
Then check:
Devices tab
Confirm clock shows as Connected
Status tab
Confirm service shows as Running
Why this matters
These three tabs quickly tell you:
Is the system running?
Can it reach the clocks?
Is data being sent?
In many cases, this identifies the issue immediately.
What issue are you experiencing?
If your Anviz clock is not working as expected, follow the steps below to identify and resolve the issue.
Choose the closest match:
No Attendance Data for Any Employees
If no clock-in data is appearing for any employees, this usually indicates a connection, service, or network issue.
Check the following:
1. Check the service PC is powered on
The Clock Transactions Service must be running at all times.
If the PC is turned off:
• clock events will not sync to Sense HR
2. Check the Clock Transactions Service is running
On the computer running the Clock Transactions Service:
Open the Sense Clock Transactions Service
Click the Status tab
Check the status shows Running
If not:
Ensure it is run as administrator
Start or Restart the service
3. Check the clock is connected
In the Clock Transactions Service:
Open the Devices tab
Confirm the clock shows as Connected
If not connected:
ensure the clock is powered on
confirm network connectivity
check the clock IP address matches the address in the
clockip.txtfile
To check the IP address matches the address in the clockip.txt file:
On the Anviz Clock, open the menu:
For keypad devices: Press the M key on the keypad
For touchscreen devices: Tap the Settings icon (⚙️)Log in as admin
Select Network
Select WIFI, or Ethernet, depending on the connection method
The IP address can be found at the bottom of the screen (make note of the settings)
On the Windows device open:
%ProgramData%\ClockTransactionsService\clockip.txtConfirm the IP matches
4. Test network connection (Ping test)
Open Command Prompt
Enter:
ping [clock IP address]
Example:
ping 192.168.1.25
Expected result:
0% packet loss
Low response time
If ping fails:
The PC cannot reach the clock
This is a network or firewall issue
Contact your internal IT team to check:
Firewall rules
Network access (clock and service PC on the same network)
Device connectivity
5. Test a clock-in
Ask an employee to clock in
Wait a few minutes
Check if the event appears in Sense HR
If:
Device is connected
Service is running
Ping test succeeds
Contact Sense support
No Attendance Data for a Specific Employee
If only one or a few employees are affected, this is usually a setup or enrolment issue.
Check the following:
1. Check the employee exists on the clock
On the Anviz clock:
Open the menu:
For keypad devices: Press the M key on the keypad
For touchscreen devices: Tap the Settings icon (⚙️)Log in as administrator
Open:
User → Search or Scroll to locate
If the employee is missing:
Go to Sense HR
Navigate to:
Dashboard > PeopleOpen the employee profile
Click More actions (...)
Select Anviz sync
✅ This sends the employee to all clocks
2. Check authentication method is registered
Ensure the employee has at least one of the following:
card
fingerprint
facial recognition
If not:
Register authentication on the clock
3. Check the employee is not marked as a leaver in Sense HR
Employees marked as leavers in Sense HR are:
automatically removed from clocks once the leaving date has passed
If the employee has been marked as a leaver, they will no longer be able to clock in.
4. Re-test the clock-in
After making changes:
1. Ask the employee to clock in again
2. Wait a few minutes
3. Check Sense HR
Clock Connected but Data Appears Delayed
Clock devices store events locally before sending them to the Sense Clock Connecter service. They are then sent to Sense HR periodically.
This means:
events may take a few minutes to appear
temporary delays can occur during network interruptions (but clock events are stored at each stage)
🖊️ Important note: The timestamp always reflects the actual scan time, not when the data is sent
Authentication Not Working
Card issues
Check:
the card is assigned to the correct employee
the correct card is being used
If needed:
reassign the card to the employee
For more detailed clock card troubleshooting see:
Using RFID / NFC Cards with Anviz Clocks
Fingerprint or face issues
Check:
the biometric data is enrolled
the employee is scanning correctly
If needed:
re-enrol the fingerprint or face
For more detailed biometric troubleshooting see:
Using Fingerprint Clocking on the Anviz C2 Pro
Using Face Recognition with Anviz FacePass / FaceDeep Devices
Quick Checks
If you are unsure where the issue is, check the following:
Is the Clock Transactions Service running?
Is the clock connected in the Devices tab?
Is the employee visible on the clock?
Is the employee enrolled?
When to Contact Your IT Team
Contact your IT team if:
Ping test fails (devices cannot be reached)
Devices cannot communicate on the network
Firewall or security restrictions may be blocking communication
IP configuration needs updating
These issues are typically outside of Sense Support and require access to your internal network
When to Contact Sense Support
Contact support if:
Devices show as connected but no data is received
Employees are correctly set up but still cannot clock in
Errors persist after all checks
Please provide:
Employee name(s)/ IDs affected
Time of attempted clock-in
Clock location
Screenshots of the Health, Devices, and Status tabs (if available)
When to refer to Anviz Device Documentation
Refer to your Anviz device manual if the issue relates to using or navigating the clock itself, such as:
Finding specific settings on the device
Best practice for registering or managing authentication methods (card, fingerprint, face)
Adjusting device-specific configuration (e.g. network settings, time settings)
Understanding device behaviour or on-screen messages
Each Anviz model may have slightly different menus and interfaces.
💡 Tip
If you are unsure which guide to follow, check your device model and refer to the relevant Anviz manual for step-by-step instructions.