Why am I seeing times that are off by a certain number of hours?

If you see a timestamp for an issue, message, or check-in entry that seems to have the correct minutes but the hour is offset from the local time, there are two possible causes:

The street address may not have been interpreted correctly.

When you create a location in Clean Smarts, we look up the time zone that the location belongs to based on the address provided, and any actions relating to that location are presented in the location's local time. Sometimes the street address isn't interpreted correctly and your location can be mistakenly placed in the wrong time zone. While the time zone itself can't be modified from the web portal, you can change the location's geographical location by following these steps after logging into the web portal, which will then update the time zone automatically.

  1. Go to Admin > Manage Locations.
  2. Click on the pencil icon of the location that has the incorrect timestamps.
  3. You can either move the red map cursor of the location in the map window, or you may change the street address if it was entered incorrectly or doesn't contain enough detail for the address-lookup service.
  4. Save the location.

The user is dialing in using phone check-in, and the phone number has not been assigned to a location.

For further details, please see the related article (below) describing how to set up telephone check-in.

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