Common questions
Common questions
Section titled “Common questions”Why is the dashboard not updating?
Section titled “Why is the dashboard not updating?”Check the connection status first. If the device is offline or the service is stopped, new attendance events may not be coming in.
Why is an employee missing?
Section titled “Why is an employee missing?”Open Employees and run a sync. If the person still does not appear, the record may not exist on the biometric device yet.
Why is someone marked late when they were on time?
Section titled “Why is someone marked late when they were on time?”Review the configured work start time and late threshold. A shift mismatch can also cause this.
What does “Present (Pre-setup)” mean?
Section titled “What does “Present (Pre-setup)” mean?”It means BioTrack treated earlier attendance data as present data from before the full setup flow was completed. It is a useful signal, but it should be read with more caution than a fully configured record.
Why is there no check-out time?
Section titled “Why is there no check-out time?”The employee may only have one qualifying event recorded. This can happen when someone checks in but the corresponding exit event is not captured.
How do I export attendance quickly?
Section titled “How do I export attendance quickly?”Use the attendance screen or the quick export action for today’s data. For monthly summaries, use the reports section.
When should I involve the technical team?
Section titled “When should I involve the technical team?”Escalate when the issue looks structural rather than operational, for example:
- the device is disconnected
- the service cannot start
- logs are needed
- a backup or restore is required
Use the internal reference pages if that handoff is needed: