How to Collect and Send Log Files to Support

This article explains how a Supervisor or Administrator can send diagnostic log files from a TimeTrakGO time clock directly to the TimeTrakGO Support team.

Log files help Support quickly diagnose issues such as syncing problems, biometric failures, badge scanning issues, and clock connectivity errors.

When Should You Send Log Files?

Please send logs whenever Support requests them or if you experience any of the following:

• Employees cannot punch in or out
• Fingerprint or badge scans fail
• The clock does not sync with TimeTrakGO
• Offline punches are not uploading
• The clock freezes, reboots, or runs slowly
• Clock setup or update problems

The logs are automatically collected and securely transmitted to Support from the device.

Step 1: Open the Administrator Login

1. At the clock home screen, tap Manage in the lower-left corner.
2. The Administrator or Supervisor Login screen will appear.
3. Enter your Login ID or Email.
4. Enter your Password.
5. Tap Login.

Note: Only Supervisor or Administrator users can access the settings menu.

Step 2: Open the Settings Menu

1. After logging in, you will see the Settings screen.
2. Locate the option Collect Log Files (Send log files to Support).
3. Tap Collect Log Files.

Step 3: Send the Log Files

1. The clock will automatically package and upload diagnostic data.
2. Wait approximately 10–60 seconds.
3. You will see the message: "Log files sent successfully."

Once this message appears, Support has received your device logs.

Important Requirements

The Clock Must Be Connected to the Internet

The device must have an active internet connection to send the logs.

If needed, verify the connection:

• Confirm the time updates normally on the screen
• Check Wi-Fi or network settings in the Settings menu

After Sending the Logs

Please contact TimeTrakGO Support after sending the logs and provide:

• Company name
• Clock location
• Approximate time the issue occurred
• Description of what the employee was doing

This allows Support to quickly identify the correct device logs.

What Information Is Included?

The diagnostic logs include technical troubleshooting information such as:

• Clock synchronization activity
• Punch processing events
• Scanner and badge reader activity
• Network communication

No employee passwords are included in the logs.

Helpful Tip

For best results, send the log files immediately after the issue occurs. Recent logs provide the most useful troubleshooting data and significantly reduce resolution time.

If you need assistance, contact TimeTrakGO Support.