Challenges in the Kronos Classroom - Those Pesky Computers!

Ah, class is going smoothly, almost too smoothly. Then, suddenly, something goes wrong with a training computer. What do you do??? WHAT DO YOU DO!?!?!

Anyone that has been training for more than a day or two knows that it's not a Kronos training class until something goes wrong. It can be anything, the Air Conditioning goes out. The projector bulb pops. There is an accident on the freeway and all of your participants are going to be late. Whatever it may be, things just happen. The most common issue is a problem with a computer. Now one dirty little secret among trainers is this, we aren't necessarily the most technical people out there. Sometimes it can be intimidating to try to fix a computer on the fly. Be it yours, or a learners, there is nothing more frustrating that when a PC goes down. Here is a short list of things you can do to attempt to rectify the situation while in the class. Some of these you have heard of, but some may be new to you. Some of these items can be done in class, while others can't be completed until later.

1) Diagnose the Problem - Are you getting an error message? Are you getting power to the machine? What type of problem are you having. It is important to get a good, clear understanding of the computer issue before you move forward. Remember that you want to try to understand the problem and note the course of action as you take it. 

2) Employ Some Basic Troubleshooting - Go through a basic list of conditions. Are all of the physical connections made (PC plugged in to the wall; monitor, mouse and keyboard plugged into CPU)? If everything is plugged in, you may need to replace a mouse or a keyboard. No problem to fix as long as you have a few stashed away. If the room lights are on, but the CPU isn't, don't automatically assume the CPU is bad. It is possible that the power strip the CPU is plugged into is bad, or has a bad outlet. Finally, it is possible the wall plug is bad. Unlikely, but possible. Just remember that you don't want to go cracking open the CPU before making sure all the plugs and external wires are good, and attached!

3) Interview the Learner - Work with the learner to find out what he or she did when they experienced the problem; if you can, reenact it. That is a good way to find out what the issue is. Usually, the learner won't remember, so you should ask a few open ended questions. "What user name and password did you use to log in to the network (or the Kronos Workforce Central application?" "What did you select when you were sent to the screen?" "Where were you when this happened?" If you can get the learner talking about the problem, that will go a long way toward solving it. 

OK, so you have done everything you can, and you still have no luck. Here are some things to verify. 

Drivers and Other Software - If the user can't view their screen properly, verify that the driver is loaded. If the sound isn't right, check that driver. Often, error message come up that are Java related. These are usually caused when the wrong version of Java is installed. Check with a technical resource to verify that the right version is loaded. These types of issues are prevalent when using imaging software to reload your Workforce Central installation, or if the computers in question have recently been wiped and the OS reloaded. 

Restart Workforce Timekeeper - In some cases, based on the error messages received, it may be necessary to log off of Kronos Timekeeper. For example, if the learner has entered their log in credentials incorrectly on several occasions, you will need to log on as an administrator or super user and remove the lock. On other occasions, you will get an error message within Workforce Central. The information box will be labeled with Kronos Workforce Timekeeper and the specific screen you are trying to access is frozen. Log off and log back in before you do anything else.

Reboot - Sometimes, just a reboot will fix the problem. Have the learner log off and shut down, then restart. Sometimes the PC just needs a break <g>. Often this can work magic and rectify the issue. Really, rebooting is the last line of defense in a live training environment. Once this fails, it is time to do one of two things, move the learner to an unused computer, or have them buddy up with another learner. Obviously that is the least desirable option, but if you have to, you have to. 

Finally... - There are few overriding things to remember when this happens. First, stay calm and follow a process. Remember what you did, and what the learner tells you. Make sure you can clearly explain what happened to someone later. Secondly, try to have an additional computer for use in these types of situations. Set your classroom with a maximum of 12 participants, but keep a 13th PC set up and ready for use, a security blanket if you will. When worse comes to worst, it's always nice to have that backup. Also, remember to document. At the end of the class, contact IT, other trainers, your boss, anyone who might be able to help with this issue. If you are experiencing the problem, another trainer may be as well. Get the word out, both with the problem, and with the solution. Everyone involved will appreciate it. Remember, it is not the situation, but how you handle it that learners will remember. 

Good luck with your Kronos training implementation.