Troubleshooting DocuClock

Tips on how to troubleshoot DocuClock

Troubleshooting Topics

ClockWatch Troubleshooting Page (for time sync issues)

DocuClock program Starts with 'Printer Off-Line'

  • Check that the  DocuClock printer is turned on and power light is lit. Run the printer self-test

  • Check that the proper cable is plugged into both printer and computer.

  • Double check the port on the computer you are using. Serial ports and parallel ports are often not labeled and can be confused with one another.

  • Check that the port you are using is enabled and working in Windows (see next section)

Back to top of page


Serial or Parallel—which printer do you have?

On the side of the DocuClock printer check the model number on the ID label. If it is  TM-U295, it is a serial printer, if it says TM-U295P it’s a parallel printer.


Back to top of page

Checking the Serial or Parallel Port in Windows

   To check that the serial or parallel port is installed and working in Windows:

  1. Open the Device Manager in the Windows Control Panel:
         Control Panel->System->Hardware->Device Manager

  2. Scroll down to the ‘Ports’ section

  3. Find the port you are using:

    • For DocuClock Serial—usually Communications Port (COM1)

    • For DocuClock Parallel-–usually Printer Port (LPT1)

     -Verify that the port is ‘working properly’ by clicking on the port and opening the property window.

     -Parallel port users should also note the type of parallel port in use: ECP, EPP, etc. and refer to the next section to verify compatibility.

Setting the parallel port in BIOS on most Dell computers:

  1. Press and hold the “Del” button just after rebooting your computer

  2. Go to the ‘Advanced’ menu from the main BIOS menu

  3. Go to Peripheral Configuration->Parallel Port->Mode

  4. Change setting from ‘Bi-directional’ or 'EPP' to ‘ECP’

  5. Save the changes before exiting


Back to top of page

DocuClock Parallel stays off-line and doesn't connect with computer

A. BIOS Settings
If after starting the software for the first time and  your printer comes up "Off Line" you may need to check the computer's parallel port settings. Some parallel port mode settings may not allow your DocuClock printer and computer to communicate properly. These settings may be checked and changed in the computer’s basic setup (BIOS) menu.

The Parallel or LPT port connected to DocuClock must be set to ‘Normal’ or ‘Standard’ in the BIOS setup. Many computers set the Parallel port to  the ‘EPP’ or ‘Advanced’  mode which is incompatible with DocuClock.

To open the BIOS setup for most PCs:

  1. Press and hold the "Del" or "F1" button just after rebooting your PC.

  2. Locate the menu for setting the Parallel port mode.  Parallel mode setting might be in the option "Integrated Peripherals" or "Bios Feature Setup" or "Chipset Feature Setup".

  3. Change the Parallel mode setting to “Normal”, "ECP" or “Standard”. Other choices such as ‘EPP’, ‘Bi-directional’, ‘Enhanced’ or ‘Advanced’ may not work properly with DocuClock.

  4. Save the changes you had just made when exiting the BIOS menu.

  5. Restart your computer, turn on the DocuClock printer and start the DocuClock program.  If the printer is now “On-Line” then DocuClock is communicating with the computer


B. Another Printer is assigned to the Port

DocuClock requires exclusive control of the port it is using. DocuClock users should check the Printers section in the Windows Control Panel to see if there is a printer listed that uses the same port as DocuClock (usually LPT1  for parallel printers and COM1 for serial printers).  Any other printers listed in the Control Panel assigned to the same port should be modified or deleted. This includes so-called virtual printers that have no physical presence but are assigned to the same port as DocuClock.

You can check which port an  individual printer is assigned to by right clicking the printer icon in the Printer icon in the Control Panel and checking the 'properties' section for the printer. The "Ports" tab will show which port the printer is using. You can see if the port is the same one you are trying to use for DocuClock.

Note: DocuClock does not normally appear as a printer in the Control Panel.


Back to top of page

DocuClock won’t print

In the cases where DocuClock stops printing, check to be sure that:

  • Printer is on and panel lights are on.

  • Cable is connected to the printer and the computer.

  • DocuClock program or Service is currently running on the computer.

  • The paper is not in the 'Release' mode.

  • Paper has been introduced to the printer sensor and the printer is in the Automatic mode, or, the Time Stamp button has been pressed. 

Back to top of page



DocuClock won’t stop printing

In the cases where DocuClock Serial printer won't stop printing garbage characters as soon as you start the DocuClock software:

  • Check that you are using a null modem cable. Usually the words "Null Modem" are molded into the connector.

Back to top of page

Time string printed is in wrong format

  • Time format needs to be changed using the time string options; go to Options>Page Setup.

Back to top of page


The time stamp is not accurate

  • The accuracy of the time stamp depends on the accuracy of the computer’s clock.  Check the computer clock time and settings by choosing Start>Control Panel>Date and Time.  Verify the time zone and daylight savings settings.

  • The computer clock may run inaccurately and needs to be synchronized to the Atomic Clock using ClockWatch.  Install ClockWatch from the DocuClock CD and run program to reset the computer’s clock.  Contact Beagle Software for the ClockWatch keycode if it is not included on the back of the CD envelope.

  • NASD Compliance note:  it is recommended that ClockWatch Pro be used for time synchronization at startup and periodically during the day (every 2 or 4 hours).  These settings can be established by opening ClockWatch, then choose Options>Clock Setting.

  • You may also review the ClockWatch user guide (pdf) or troubleshooting page for additional information on syncing your computer to the Atomic Clock.

Back to top of page


Registration screen appears at startup

  • The user has not been added to DocuClock.  Most often DocuClock is installed and used by the same user.  You can add new users in Windows NT, 2k or Windows XP, by running the AddNewUser utility.  This utility allows a new user without administrative privileges to use DocuClock.

    Steps for adding DocuClock users (assuming the computer administrator has previously installed the full version of DocuClock):

    1.   A new user logs on to the computer.

    2.   The new user runs the AddNewUser utility found in the main DocuClock directory, typically C:\Program Files\Beagle Software\DocuClock.

    3.   After running the utility, the user can run the program.

    4.    The user controls their own personal options settings, but share the same log file as other users. 

        Note: only one user can use DocuClock at any given time


  • The Windows System Registry has been altered or corrupted: Re-enter the keycode to re-register the software.


Back to top of page

Installation Problems
If after installing DocuClock you get a runtime error when starting DocuClock such as:

Run time error “372” - failed to load control CommonDialog from COMDLG32.OCX

Your version of COMDLG32.OCX may be outdated.


OLEAUT32.dll is out of date. A newer version is required for this program.

Indicates that the common control DocuClock uses was not installed during installation and needs to be updated. To update the file, follow these steps:

  1. Identify the name of the control by reading the error message. Controls have file names that end in “OCX” or “DLL”. Write down the name of the control.

  2. Open an MS-DOS window by choosing Start>Programs>MS-DOS Prompt.  This will open the "MS-DOS Prompt" window. You should see a C:\WINDOWS> prompt.

  3. Type "cd system" (do not type the quotation marks) and press <Enter.> This will change the prompt to C:\WINDOWS\SYSTEM>.

  4. Rename the older version of the control identified in step 1 by typing  “ren control control.old”  for example  "ren comdlg32.ocx  comdlg32.old" and press <Enter> (again, do not type the quotation marks.)

  5. If your Run Time Error message specifies a different file, replace "comdlg32" with your specified file.  This will rename the file and return the prompt to C:\WINDOWS\SYSTEM>.

  6. Close the "MS-DOS Prompt" window by clicking the X button in the top right corner.

  7. Reinstall DocuClock over the existing installation, updating the control.

If you are still experiencing problems Beagle Software support or call 612-370-1091 with the exact text of error message you are seeing.

Back to top of page

Windows reports a new device is found when I turn on the computer and asks for a driver.  DocuClock works fine, now what?
The message is due to the Plug and Play identity of the printer, that is, how Windows identifies the DocuClock printer.  Printing is done by the DocuClock Printer Drivers that are installed with DocuClock. The Plug and Play compatibility is neither required or used.  Therefore,  the message can be ignored.

When Windows declares that it has found new hardware, allow Windows to search for the device driver. Windows will not find an appropriate driver and will ask what should be done next. Select "Disable device" or "Load device without a driver." Remember, this is the Plug and Play aspect, NOT the printing aspect; disabling or loading this device without the driver will not effect printing to that device in any way. Once disabled, Windows will not ask about the device again.

This message usually occurs on parallel DocuClock printers installed on Windows 98SE  Windows 2000 or Windows XP systems.

Back to top of page

How to run the diagnostic routine
If you have verified the printer connection, you can run DocuClock in the diagnostic mode, which provides a trace log to pinpoint problems. The following steps will run DocuClock in the background diagnostic mode and allow you to view the trace file. (DebugFile.txt)

  1. Run DocuClock in trace mode using the debug option from the command line until error occurs.

  2. View the diagnostic trace by opening the debug file, DebugFile.txt, in the DocuClock program directory.

  3. Check for “ERRORS” or connection problems in the trace. You can the DebugFile.txt file to Beagle Software for assistance.  Please include some background information on the situation.

Back to top of page


DocuClock Main Page
ClockWatch Troubleshooting Page
Support Page

  | Search
Copyright © 2007 Beagle Software. All rights reserved
Last reviewed March 19, 2008