Overview

This article covers common issues encountered when using the Asure Payroll Integration with PayClock Online.

The integration consists of two separate processes:

• Sync Personnel Data – Imports employee information from Payroll into PayClock.
• Sync Payroll Data – Transfers employee timecard hours from PayClock into Payroll.

Determine which sync is failing before troubleshooting.

Before You Begin

Verify the following before running a Payroll Sync:

• All employee timecards are complete and accurate.
• All missing punches have been resolved.
• A Payroll and Batch have been created in Asure Payroll.
• The Payroll Begin and End dates match the PayClock pay period.
• All required Pay Codes have been mapped.
• Personnel Sync has been completed for any new employees.

Personnel Sync Issues

Duplicate Employee Number

Error

The following employees already have Employee Numbers in use...

Cause

The employee number already exists in PayClock, Evolution, or Advanced HR.

Resolution

• Verify employee numbers are unique across all systems.
• Check terminated employees for duplicate employee numbers.
• Update the duplicate employee number or map the employee to the existing PayClock employee.
• Run Personnel Sync again.

Employee Did Not Sync

Symptoms

• New employee missing from PayClock
• Employee changes did not update

Resolution

1. Run Sync Personnel Data.
2. Open Sync Conflicts.
3. Verify the employee action is:
   • Create New Employee
   • Map to Existing Employee
4. Save changes.
5. Run Personnel Sync again.

Employee Is Excluded from Sync

Symptoms

An employee is missing from Payroll after Payroll Sync.

Resolution

1. Navigate to Integrations > Exclusions.
2. Locate the employee.
3. Change the Action to Include Employee.
4. Save changes.
5. Run Payroll Sync again.

Payroll Sync Issues

Missing Punch Error

Error

Missing punch for {Employee Name}

Cause

Payroll Sync cannot send partial payroll data. Any employee with a missing punch will cause the entire Payroll Sync to fail.

Resolution

• Resolve all missing punches.
• Verify all timecards are complete.
• Run Payroll Sync again.

No Matching Payroll

Error

There were no matching Payrolls inside of Asure...

Cause

No Payroll or Batch exists for the selected pay period.

Resolution

Verify:

• A Payroll has been created.
• A Batch has been created.
• The Payroll Begin and End dates match the PayClock pay period.

If all information is correct and the error continues, contact Asure Payroll Support.

More Than One Payroll

Error

More than one payroll...

Cause

Multiple Payrolls or Batches exist with overlapping pay periods or identical Check Dates.

Resolution

Have the Payroll Administrator or Payroll CSR remove or modify the duplicate Payroll or Batch.

Pay Code Hours Did Not Transfer

Symptoms

One or more pay codes did not import into Payroll.

Resolution

1. Open Integrations > Pay Codes.
2. Verify each PayClock Pay Code is mapped to the appropriate Payroll Pay Code.
3. If a Payroll Pay Code is unavailable, contact the Payroll CSR.

Employee Hours Did Not Transfer

Possible Causes

• Employee is excluded.
• Employee is not mapped.
• Personnel Sync has not been completed.

Resolution

1. Verify the employee is not excluded.
2. Run Personnel Sync.
3. Resolve any Sync Conflicts.
4. Run Payroll Sync again.

Resource Employee ID Not Found

Error

The provided resource employeeId...

Cause

Payroll Sync has already been completed for this pay period.

Resolution

Payroll Sync can only be performed once per pay period.

If payroll has already been processed or deleted after the sync, the time cannot be resent. Payroll hours must be entered manually.

Additional Troubleshooting

If Payroll Sync still fails:

• Verify there is only one Payroll for the pay period.
• Verify only one Batch exists.
• Confirm all employees are mapped.
• Confirm all required Pay Codes are mapped.
• Confirm there are no missing punches.
• Confirm the Payroll dates match the PayClock pay period.