Time Rack integration troubleshooting

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Time Rack provides a time, attendance, and human resources solution that enables employers to manage employee payroll information. Time Rack produces an XML time clock file that can be imported into the application to increase the efficiency of payroll check processing.

This topic provides troubleshooting information for common integration issues between Accounting CS and Time Rack.

When I try to create payroll checks for Time Rack clients in the Actions > Enter Batch Payroll Checks screen, nothing imports from Time Rack.

A message displays "There were no checks imported for this pay schedule. Do you want to continue with this pay schedule and let the system create checks?"

  • Verify that the time entry method source is set to Time Rack in the Payroll Information tab of the Setup > Clients screen.
  • Verify that Pay Categories in Time Rack are mapped (in the Settings > Payroll > Pay Category Mapping screen) to Payroll Items in Accounting CS Payroll. If they were not mapped, re-send the time card XML file from Time Rack prior to importing into Accounting CS Payroll.
  • Verify that the period begin and end dates in the payroll schedules are the same in both applications.
    • In Time Rack, choose Reports > Payroll History to see the dates for the current payroll being processed.
    • In Accounting CS, choose Setup > Clients and click the Payroll Information tab. Click the Ellipsis button next to Payroll Schedules and correct the dates, if necessary.
  • Verify that the GUID (Globally Unique Identifier) is the same in both applications.
    • In Time Rack, the client GUID is found on the screen that displays after you log in but before you select a client.
    • In Accounting CS, the GUID is located in the Integration tab of the Setup > Clients screen.
  • Verify that the paths are correct in the Setup > File Locations dialog by opening the NetworkInstallation.ini file (in X:\WinCSI\Accounting CS) and verify that the following rows are present within the file.
    SbprRemotePayrollWebServiceUrl=https://secure.netlinksolution.com/PortalService/services/SbprService?wsdl ClientSelfServiceClientWebServiceUrl=https://secure.netlinksolution.com:443/PortalService/MetroService/ClientSelfService?wsdl SbprWebEmployeeServiceUrl=https://secure.netlinksolution.com:443/PortalService/MetroService/SbprEssService?wsdl SourceDocumentProcessingServiceUrl=https://api.netlinksolution.com/sdp/SDPWebService.svc

What should I do if I am prompted to update my employees' pay rates whenever I import a payroll batch?

  • Time Rack import files include the rate as a standard part of the file structure. At this time, Time Rack can designate one hourly or salary rate per employee. In Time Rack, choose Timecard > Employee Data and select the appropriate employee. In the Personal Information section, enter the employee's salary or hourly rate. This information will be updated on the next time card XML file that is exported from Time Rack to Accounting CS Payroll.

While importing payroll checks, I received the error message "Unable to import checks because multiple timeclock files exist with the same date".

  • If you receive this message, look up your firm's GUID number, which you can find in the Integration tab of the Setup > Clients screen, and then contact Support and provide them with this information.

My client made a change to an employee record in Time Rack, but it is not appearing in Accounting CS. What could cause this?

  • After making any changes to employee records in Time Rack, you must then export a new employee updates file to Accounting CS Payroll. To do this, choose Dashboard > System Maintenance and click Upload Employees to Accounting CS. The updated information will import into Accounting CS Payroll the next time you import a payroll schedule for the client or choose Setup > Employees in Accounting CS Payroll.

I made changes to an employee record in Accounting CS, but my client isn't seeing the change in Time Rack. What could cause this?

  • If changes made to an employee record aren't showing up in Time Rack, have your client choose System Updates > Download Updates from Accounting CS, and then navigate to Employee Updates screen and accept or reject any pending changes.

Duplicate employees keep showing up in both Time Rack and Accounting CS.

  • This happens if an employee record is added manually to both applications, rather than added to one application and imported to the other. To resolve the issue of duplicates, delete the duplicated employee record from Time Rack, choose Dashboard > System Maintenance > Download Updates from AccountingCS > Employee Updates, and then accept the incoming data.

Accruable benefit hours are mapping to the incorrect pay item. How do I change it so the benefits are mapped correctly?

  • By design, accruable benefit hours always map to the employee's first active pay item. You can change which pay item the accruable benefit hours are mapped to by adjusting the order of the items in the Payroll Item Sort Order dialog. Alternatively, after importing the data for the batch, you can change the allocation of the the benefit hours within Accounting CS.

I accidentally canceled the batch I was working on in Accounting CS. Now the Time Rack file isn’t importing.

  1. In Accounting CS, choose Actions > Enter Batch Payroll Checks, and select the pay schedule.
  2. When the payroll checks are created, click the Suspend Batch button.
  3. Select the pay schedule again, and then click the Cancel Batch button.
  4. Select the pay schedule once more, and the Time Rack file will import.

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Internal only

Guid number. This is the unique identifier that is a randomly assigned to align clients between Accounting CS & Time Rack.  The length of the alpha/numeric number is typically 36.The customer can locate their GUID number in the Integration tab of the Setup > Clients screen. 

Example of a GUID number: 39f9e644-e90a-4217-bc60-4dc0d9bcadd2

Note: This field is only available when the Time Rack integration checkbox has been marked for the client.

If the customer receives the "Unable to import checks because multiple timeclock files exist with the same date" error message, follow the steps below.

  1. Have the customer locate their GUID number in the Integration tab of the Setup > Clients screen.
  2. Email the timeracksupport@thomsonreuters.com group with the Firm ID, ACS client ID, client GUID, and the details of the issue (either a request to delete the files or the error message).
  3. Let the customer know that it may take a few hours and that the original rep will follow up with them when the issue is resolved.

The TimeRack Leads team will clear all of the .POD files associated with a GUID, not specific ones. You'll need to have the customer resend the payroll file after this process is complete.

.POD files. These files contain all information being shared between the two applications.

Example of .POD file name: _TimeClock_3a5e73cf.pod or _updated_5b431548.pod

At this time, the same GUID number is assigned to the FIRM client in every ACS database. Since the GUID must be unique, a script from the generic scripts folder is required to update the FIRM client's GUID number. If all other options to begin the integration are unsuccessful, talk to a CF to obtain this script. Be sure you have the Firm name (from Flash) and FIRM client ID (from Accounting CS) when you visit the CF.

If Accounting CS is crashing repeatedly, email timeracksupport@thomsonreuters.com to have someone clear the POD file(s) that are causing the crash. Be sure to include the GUID number with your request.

Example: If there is an error message stating “Unable to import checks because multiple TimeClock files with the same date exist for this pay schedule. Please contact technical support for assistance.” email timeracksupport@thomsonreuters.com and ask them to delete the POD file in the background. Include the POD and Firm ID. This error is caused by the user saving and sending the file twice for the same payroll.

Internal Logins for Time Rack


Log in as: Manager

Email: cs.support@thomsonreuters.com

Password: TRsupport1