All in One Kiosk | Troubleshooting on Devices Outside of Support Agreement

Updated 2026-01-09 01:32:48 UTC Created 2025-07-31 00:49:59 UTC

Overview & Support Policy

This article explains what happens when the support plan of the kiosk expires and provides basic troubleshooting steps for clients to follow. Always use a supported device for best results.

Contents

What is an unsupported device?

  • When an Easy Employer kiosk is purchased a support plan is included in this purchase. This is typically 3 years but refer to your original order form if unsure.
  • After the support plan has ended, the kiosk order form for the device will explain the clients responsibilities for the device moving forward
  • Refer to the guide here: All In One Kiosk | support plan

 

Why Are Unsupported Devices Not Supported?

When using a time and attendance device at a site, it is essential that the device is covered by a valid manufacturer warranty and support agreement. This ensures that any issues with the device can be resolved quickly and effectively, minimising disruption to operations.

Key reasons include:

  1. 24/7 usage and wear:
    Time and attendance devices are typically used multiple times a day by many employees. This constant use means they are prone to natural wear and tear, making warranty and support coverage critical.

  2. Security risks:
    The hardware these devices run on is unlikely to receive ongoing security updates from the manufacturer of components once support has ended. This can leave devices vulnerable to security issues (e.g. outdated microcode from hardware vendors like Intel).

  3. IT compliance:
    Organisations should have clear internal policies regarding IT requirements. Running equipment that is no longer covered by a manufacturer warranty or support agreement is considered poor practice and increases operational and security risks.

Best Practice

Always use a current, vendor-supported device.

Using supported devices helps ensure reliability, security, and compliance for critical applications such as time clocks.

Common Issues on Unsupported Devices

NOTE: Troubleshooting on unsupported devices is not guaranteed to work. For best results, use a supported device.

The key for this time clock is no longer valid

Someone with access to the time clock configuration in the Easy Employer website will need to reset the time clock lock

  1. Login to the Easy Employer website
  2. Click organisation
  3. Click time clocks
  4. Click the 3 dots on the right of the time clock device
  5. Click reset lock
  6. Restart the kiosk

Once the device restarts, it should re-authenticate with the website.

User not showing on the time clock

If a user is not showing on the time clock when trying to find their name in in "Show all staff" 

  1. Ensure the users role is set on the time clock groups
  2. Restart the device

Time clock is continuously loading and/or flickering

  1. Restart the device

Support Policy & Next Steps

Unsupported Devices: Easy Employer does not support troubleshooting, technical assistance, or remote support for time clocks running on unsupported kiosks. 

Next Steps: If you have completed all troubleshooting steps and still experience issues, you must migrate your time clock to a fully supported and up-to-date device for reliable operation.

For migration or technical support on supported devices, contact your organisation’s IT team or technology provider.

If you would like us to re-image the device with the default Windows configuration so your IT team can take over the running and troubleshooting of the device, please create a support ticket and we will provide the cost for this service: Submit a request – easyemployer support