When you can't access Tanca, the first question is "is the problem on my end or Tanca's?" This article explains how to figure that out yourself and how Tanca announces maintenance.
TO BE CONFIRMED BY THE COMPANY before publishing. Tanca does not currently have a public system status page. The description of how maintenance is announced below needs to be confirmed by the operations team. If Tanca sets up a status page, this article must be rewritten and the link added.
Figure out where the problem is — in three minutes
- Ask a colleague in the same office to try opening Tanca. If they can get in, the problem is on your computer.
- Try a different network — switch to 4G. If it works, the problem is the company network.
- Try a different device — open Tanca on your phone.
- Try an incognito window. If it works, the problem is the browser's cache (article D1-05).
- Try any other website. If no website loads, it's your network.
| Result | Conclusion | What to do |
|---|---|---|
| Only you can't get in | A problem with your device or account | Articles D1-02 and D1-05 |
| The whole office can't get in, but 4G works | The company network is blocking access | Report it to your company's IT department |
| No device on any network can get in | Most likely a system-side incident | Report it to Tanca support immediately |
There is no public status page yet
Tanca has not yet published a system status page for customers to check themselves. So when you suspect a widespread incident, the fastest option is to call the hotline 028 7899 9899 rather than searching on your own.
When reporting a widespread incident, say it clearly in your first sentence: "many people at my company can't get in". Information about the scope of impact determines the priority your ticket is given.
Scheduled maintenance
| Item | Details |
|---|---|
| Regular maintenance window | to be added |
| Advance notice | to be added |
| Notification channel | to be added |
| Emergency maintenance | to be added |
What administrators should do
- Leave buffer days for the timesheet and payroll closing periods. Don't set the closing deadline on the last possible day.
- Export backup files before each closing period — the timesheet and payroll for the previous period.
- Have an internal channel to notify the whole company when the system has an incident, so dozens of people don't report the same issue.
- Appoint one point of contact to communicate with Tanca, instead of everyone calling on their own.
While the system is unavailable
- Record attendance on paper or in a spreadsheet, and enter it later.
- Postpone actions that affect money — closing payroll, approving salary advances — until the system is stable.
- Don't repeat the same action multiple times when the page hangs. The action may already have been recorded, and clicking again will create duplicate records.
