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Settings & troubleshooting

Realtime guides

Settings and troubleshooting

Manage your Realtime settings and fix common issues, from filters and site references to licensing and missing clocking data.

Managing filters

Filters organise your data for reporting and user management, things like sites, departments and job titles. Here is how to add, edit and delete them.

Step 1: Open the Filters section

  1. Open Realtime and log in.
  2. On the left-hand menu, click Settings, then General, then Filters.

Step 2: Explore the filter categories

On the left of the Filters section you will find the available categories: Sites, Departments, Job Titles, Courses, Areas, Assembly Points, Payroll Groups and Expense Types. You can also create a custom filter by ticking the Custom Filter box and giving it a name.

Step 3: Add a new filter item

  1. Select the category you want to update, for example Sites.
  2. On the right, under the Name box, click New.
  3. Enter a name for the new item.
  4. Click Apply to save.

Step 4: Edit an existing item

  1. Select the category and click the item you want to edit.
  2. Click Edit and change the name.
  3. Click Apply to save.

Step 5: Delete a filter item

  1. Click the item you want to remove.
  2. Click Delete at the bottom.
  3. Confirm, then click Apply to finalise.

Whenever you add, edit or delete a filter, always click Apply in the bottom-right corner to save your changes.

Hiding holidays and sickness from exceptions

Holidays and sickness can show up as exceptions by default. Untick the Display box on each holiday and absence reason to keep the Exceptions tab focused on genuine attendance anomalies.

Step 1: Hide holidays from exceptions

  1. Open Realtime and log in.
  2. On the left-hand menu, go to Setup, then Settings.
  3. In Settings, click General, then Holiday Groups.
  4. On the left you will see your holidays and holiday codes, with individual holiday reasons under each code.
  5. Click Edit for each holiday reason.
  6. Untick the Display box so it does not appear as an exception.
  7. Click Apply to save.

Step 2: Hide sickness from exceptions

  1. Stay in Settings and return to the General section.
  2. This time click Absence Groups.
  3. Select the relevant absence type, for example sickness, from the list on the left.
  4. Click Edit for each absence reason you want to hide.
  5. Untick the Display box.
  6. Click Apply to save.

Holidays and sickness will no longer appear in the Exceptions tab, keeping it focused on attendance anomalies only.

Not receiving clocking information in Realtime

If clockings are not reaching Realtime, work through these steps in order: check the clock’s connection, retrieve the missing data, then shuffle and recalculate the times if they need correcting.

Step 1: Check the clocking machine connection

  1. Go to the clocking machine that is not sending times.
  2. In the top right corner, look at the Cylinder icon.
  3. A red cross or red globe through the Cylinder means the clock is not connected to the internet, or there is a network issue.
  4. If so, ask your IT team to check the server for a service called RealservV2. This service talks to the clocks and must always be running. Once IT start or restart it, the red on the icon will disappear, and your clockings will come down a few minutes later when you refresh your Realtime screen.

If your IT team have trouble starting the service, contact our support team and we can help them on the server. If the red has cleared but the clockings still did not send automatically, go to step 2.

Step 2: Retrieve the missing data

  1. In Realtime, go to Settings, then General, then Maintenance.
  2. Click Get Attendance Log.
  3. Select the date range and the employees you want to retrieve data for.
  4. Click OK. Realtime retrieves any missing clockings from the clock and they appear in the system.

If times appear but some days have all the times in the IN column, go to step 3.

Step 3: Shuffle the times into the correct order

This corrects times in bulk, saving you fixing each one by hand.

  1. In Realtime, go to Settings, then General, then Maintenance.
  2. Click Shuffle Clockings.
  3. Select the date range and the employees you want to correct.
  4. Click OK.

This does not affect normal clockings. Once you refresh the reports, the times are sorted correctly into the IN and OUT columns and calculated.

If you use rounding and it is now incorrect because all the times went into the IN column, and you want to recalculate the paid amount after the shuffle, go to step 4.

Step 4: Recalculate the times after the shuffle

  1. In Realtime, go to Settings, then General, then Maintenance.
  2. Click Recalculate Clockings.
  3. Select the date range and the employees you want to correct.
  4. Tick Recalculate Times.
  5. Tick Ignore Modified Times if you want to leave any you have already changed.
  6. Click OK.

This re-reads the IN and OUT times, applies the rounding again, then calculates the paid hours.

Updating your licence in Realtime

Update your Realtime licence from the System Info tab to refresh your modules and limits. Here is where to find it.

Step 1: Log into Realtime

  1. Open Realtime and log in with your credentials.
  2. On the left-hand menu, go to Setup, then Settings.

Step 2: Open System Info

  1. Across the top of the screen, click the System Info tab.
  2. It should default to the License tab.

Step 3: View your current modules

  1. Scroll to the bottom of the licence list to the Modules section. These are all the modules you are currently subscribed to.

Step 4: Update your licence

  1. To apply any changes, click Update License.
  2. Your updated module list will now be visible.

You will also see your updated User Limit, Network Users and Hardware Limit.

Setting site by hardware or personnel record

Choose whether an employee’s site on reports comes from the clocking hardware they used or from the site set in their personnel record. This is set under Preferences.

Step 1: Open Realtime

  1. Launch Realtime and log in with your credentials.

Step 2: Go to Setup, then Settings

  1. From the navigation panel, select Setup.
  2. Click Settings, then General, then Preferences.

Step 3: Find the On-Site, Off-Site Status section

  1. Scroll down until you find the On-Site, Off-Site Status section.

Step 4: Set the site reference

Find the Set Site Reference From option and choose:

  • Hardware: the site is set by where the employee clocks in, the clocking hardware.
  • Employee: the site is set by the employee’s assigned site in their personnel file.

Step 5: Apply the changes

  1. Once you have selected the right option, click Apply, then Close.
  2. You may need to restart Realtime for the change to take effect.

Related guide: setting up absence constraints is covered under Absence & holidays.

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