Supervisors and administrators can send diagnostic log files from a GOtime5 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?

Send logs whenever Support asks for 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 clock collects the logs automatically and transmits them securely to Support. There is nothing to copy or attach.

Before You Start

• You need a Supervisor or Administrator login for the clock.
• The clock must have an active internet connection to send the logs.

Step 1 Log In to the Management Menu

1. On the clock home screen, tap Manage in the lower-left corner.
2. On the Administrator or Supervisor Login screen, enter your Login ID or Email and your Password.
3. Tap Login.

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

Step 2 Tap Collect Log Files

After logging in, the Settings screen appears. Tap Collect Log Files (Send log files to Support).

Step 3 Wait for Confirmation

The clock packages and uploads the diagnostic data automatically. This usually takes 10 to 60 seconds.

When you see "Log files sent successfully," Support has received your device logs.

What Information Is Included?

The diagnostic logs contain technical troubleshooting information only, such as:

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