Troubleshooting

An employee has attempted to use NoahFace Go on a second device, and now cannot use their first device.

NoahFace Go is designed to be used on a single device only to prevent time fraud. You need to send the employee new registration details, and they can then reconnect on their first device.

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An employee has declined to give NoahFace Go access to their location services, and it will not allow them to clock in.

There are two possible resolutions:

1. Instruct the employee that it is a requirement of their employment that they grant access to their location services. In iOS or Android Settings, they can search for “Location Services”, find the entry for NoahFace Go, and then set this to “Always” on iOS or “Allow” on Android.
2. Change the location setting for your mobile access point type to Optional.

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An employee is receiving the error “You are too far from a site.”.

Get the employee to check the list of sites under Settings/Sites. This will show how far from each site they currently are. These distances will be updated every 30 seconds if they refresh the page.

If the location is not particularly accurate (eg: 100+ m or 300+ ft) and the employee is using an iPhone, verify that they have not turned off “Precise Location” for the NoahFace Go App in iOS Settings.

You can also consider increasing the allowed radius around your sites, or changing from “Fenced” to “Mapped” locations.

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Events are not being written to the Dashboard for certain users.

Firstly, verify that the user is connected to your organisation in the NoahFace Go App on the Settings tab under Account. If the Organisation is not set, the user will need to re-register.

Secondly, verify that the events were recorded locally in the NoahFace Go App on the Activity tab and on the Events sub-tab. Events are recorded locally first, and then are pushed to the Dashboard in the background. If the events are not there, it means they were not recorded (there is no option to delete events). If the events have a light red background, it means they have been captured, but they have not been sent to the Dashboard. This usually happens if users record events when they do not have an Internet connection (Wifi or 3G/4G/5G).

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Managers are seeing the same view as employees.

There are three requirements for the Manager views as follows:

1. The subscription must be either:

• Advanced

• Enterprise

2. The screen type must be:

• Clock In/Out

3. The user must have a role of either:

• Viewer

• Manager

• Administrator

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Re-start the NoahFace Go App and check these settings under: Settings/Account.

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