SERIES 15
There can be a number of causes for the clocks not connecting to the server. Assuming that the clock is connected to wifi, please check the following:
1. The Ethernet connection setting can be interfering with the wifi connection.
Our clocks have a quirk where if the Ethernet module and the wifi module have the same IP address, it can't connect. To fix this, go to Menu >> Comm >> Ethernet, turn off DHCP, and change the third number of the IP address to 255, e.g., 192.168.1.200 >> 192.168.255.200.
Once this is done, exit the menu, reboot the clock, and give it a minute or two to connect. If you have a lot of information to sync, give the clock another five minutes or so to finish communicating with the server.
2. The wifi network has a unique addressing scheme and the clock can't obtain an IP address.
Our clocks typically obtain an IP address automatically from the router, but if the router's address and networking scheme has been changed by IT to something unusual, the clock may not find the router on the network. To check this, go to Menu >> Comm >> Wireless Network, then scroll down past the list of networks and click on Advanced.
There, if DHCP is off, turn it on, and exit out. Wait a few moments to see if it connects.
If not, turn off DHCP if it's on, and you should see the wifi module's IP address, subnet mask, and gateway settings. If the gateway is 0.0.0.0, that is usually an indication that the network is configured in a way our clocks can't figure out.
Ask your IT department if the clock should be on DHCP or assigned a static IP address, and ask for the subnet mask and gateway addresses. If they give you a static IP address, enter it as the clock's IP address, and enter the subnet mask and gateway, and leave DHCP OFF. If they don't, enter the subnet and gateway (no need to enter an IP address), and turn DHCP ON. Exit the menu, wait a few moments, and if the clock doesn't connect, turn it off by holding the power key for three seconds. Wait until it's done, press the power key again to turn it back on, then give it a few moments to connect.
3. The server address isn't programmed into the clock.
This sometimes happens if the clock suddenly loses power, or someone stumbles into the wrong menu and makes changes. To correct this, go to Menu >> Comm >> Cloud Server, and check or enter the following:
Push: ON
URL Mode: OFF
Server address: 20.65.208.200 (If this is already in there, there may be an Internet connection issue preventing the clock from reaching the server from your network. In that case, enter 104.239.247.100)
Server port: 80
Proxy: OFF
4. The wifi network has an onboarding screen.
This is common for guest networks such as found in hotels. You can see if there's an onboarding screen by connecting to the same wifi network with your phone.
Our clocks cannot navigate past this, so the IT department will have to add an exception for our devices. They will likely ask for the MAC address of the clock. You can find this by going to Menu >> System Info >> Device Info. I'd recommend taking a photo because the screen goes back to the menu if it's idle for too long.
5. There's a firewall.
Some networks have security settings that prevent our clocks from reaching our servers, which are addressed using numeric IP addresses instead of URLS (e.g., https://www.google.com). Again, IT will have to make an exception for our devices. They may need to know the IP address of our server. This will be 20.65.208.200 or 104.239.247.100. It's probably best to provide both.