This article details some initial troubleshooting steps if you or your users are experiencing login issues with the ClockOn GO mobile app.
No network connectivity
If the ClockOn GO app indicates a Connection Failed message, this means that the app either cannot find the server or the device doesn't currently have an internet connection capable of reaching it.
In the event of this we request that the user check to ensure the following
- Are you currently connected to a VPN?
If your VPN is based in overseas locations, this can cause connection latency issues to our server. We recommend disconnecting from it and trying again. - Are you currently connected to a work or public WIFI?
Some connections have restrictions on the sites you are allowed to connect to. If the connection works while you are on a standard cellular connection but not on WIFI you may need to contact your network administrator for assistance. - Do you have a strong internet signal to the device?
A quick way to test your internet signal connection is to search for Speed Test through a search engine, or download a speed test app on your device.
If you were having issues and the network connection is now restored, try the Retry button to connect. If this doesn't work then the issue may be with the device credentials and these may need to be reset.
If you are not able to open the app, the next step is to try clearing the app's cache. This will remove any existing login information and allow the login page to show.
If you are not sure on your password, we recommend using the Forgot Password option. Too many failed attempts will result it a temporary account lockout.Clearing and Resetting the Configuration in on Android Devices
- If you have the app icon on the phone's desktop, press and hold for a few seconds to open it's menu. This will show an App info option.
- Next select Storage
- Select Clear Storage.
Once this is done, re-open the app and login using your ClockOn email address and password.
Clearing and Resetting the Configuration in on iOS Devices
We haven't been able to identify a way on iOS to clear the local information without removing the app itself. Below details the method required for iOS when the reconnect is not possible.
- Find and Navigate the "Settings" Icon. (Commonly Found on the home screen)
- Once within the settings select "General"
- Select "iPhone Storage"
- Using the search menu at bottom type in ClockOn GO and select the App
- Select Delete App
Once this is done, re-download the app from the App store, re-open the app, and login using your ClockOn email address and password.
Contacting Support
If the above does not resolve the issue please contact your ClockOn administrator and advise them of the following
- The device type Android/iOS and it's operating system version
- The device's model number
- The ClockOn GO app version, shown on the Help and Support menu option
- If you are able to provide a screenshot of the issue.
To log the request, please use the Submit a request at the bottom of the guide.