Device Offline
What To Do If Your Device Is Offline
To utilize our Cloud Pro Service, it's essential that the time clock you've purchased is connected to an active network, as this allows data to be transferred from the device to your online account. In the event that the connection is lost, the data will not be transmitted to the online account and will remain on the device until a reconnection is established. The instructions provided below will guide you on how to reconnect the device.
If this is a new device, please open a chat/ticket with support or call us at 470-554-7334 Ext 4
Power Cycle Device
In rare circumstances, the device may become disconnected from the network due to power outages, power surges, or other similar issues. To re-establish the connection, we suggest unplugging the device from the power source for 30 seconds before plugging it back in. Additionally, after such an event, it's a good idea to turn off your router/modem for 30 seconds before powering it back on.
Verify that the Device is Connected
You can check whether the device is connected via Wi-Fi or Ethernet by looking at the icons displayed below. These icons can be found in the top right corner of the homepage (Check-In screen) of the timeclock and there will typically be two or three icons present.
The 2 computers represent an Ethernet connection.
The 4 signal bars represent a Wi-Fi connection.
The last icon to the far right, which is a globe represents our Server.
Your device should be connected to either Wi-Fi or Ethernet. Do not connect your device to both.
If you see a Red X over the Wi-Fi or Ethernet icon, it indicates that the device has become disconnected from the network. A red X over the globe icon means that the device is not connected to our server. Similarly, if you notice a red X over the server icon, it indicates that the device is not connected to any network. It's important to note that even if the device is connected to a network, it can still become disconnected from our server.
Connected Via Wi-Fi
1. First, check if any other devices (phones, computers, etc.) on this network are having issues connecting to Wi-Fi.
2. If the Wi-Fi status icon shows under 3 bars, try moving the device closer to your router/modem.
3. On the device, toggle the Wi-Fi OFF and then back ON
4. Check that Wi-Fi password is correct.
5. Reboot the router.
Connected Via Ethernet
1. Ensure the Ethernet cable is securely plugged into the device. If it feels loose, unplug the cable and reattach it. You can also check this cable for any visible damage
2. Check the other end of the cable is connected to a Modem or Port. Unplug the cable and reattach it.
4. Try a different ethernet cable (You may need to ask your network admin)
3. If all else fails, ask the network admin to restart modem/router.
Check the Device Settings
To connect to the network, you will require an IP Address and Gateway. However, certain settings must be enabled in the device to obtain this information. Follow the steps below and make sure that the settings listed match what is displayed on your device.
Connected Via Wi-Fi
Enable DHCP
If you have a Static IP Address, you should leave this option turned off. However, if you are unsure whether you have a Static IP or Dynamic IP, it's recommended to contact your Internet provider or IT technician for further information.
1. Access the device menu by pressing 'M/OK' and select 'Comm' > 'Wireless Networks'
2. Scroll to the bottom of the page and select 'Advanced'.
A. If DHCP is OFF turn the setting ON by pressing the 'M/OK' button.
B. If the setting is ON, turn the setting off for 10 seconds and turn it back on.
3. Power cycle the device and return to the page to verify that you have an IP Address, which should look something like this {192.168.2.13}.
Checking the Cloud Server Setting
These settings are set up to establish a connection between the device and the online server. Please review the information below to ensure that the device has the same settings.
1. Access the device menu by pressing 'M/OK' and select 'Comm' > 'Cloud Server Settings'
Server Mode: ADMS
Domain Name: On
Server Address: Us.Timedox.Net
Enable Proxy Server: Off
HTTPS: Off
Your device may reboot after changing these settings. If not, please manually power cycle the device
Connected Via Ethernet
Enable DHCP
If you have a Static IP Address, you should leave this option turned off. However, if you are unsure whether you have a Static IP or Dynamic IP, it's recommended to contact your Internet provider or IT technician for further information.
1. Access the device menu by pressing 'M/OK' and select 'Comm' > 'Ethernet '
A. If DHCP is OFF, turn the setting ON by pressing the 'M/OK' button.
B. If the setting is ON, turn the setting OFF for 10 seconds and turn it back ON.
2. Power cycle the device and return to the page to verify that you have an IP Address, which should look something like this {192.168.2.13}.
Restart the Router
In the event of a recent power outage or power surge, the router may have assigned a new IP address to the device but it failed to re-establish the connection. We recommend contacting your network administrator to restart the router/modem to re-establish the connection. After power cycling the device, wait for up to 15 minutes before checking the status.
Should you require more information or have questions about Offline Devices or any other issues, please don't hesitate to get in touch with our support team.
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