After each of the following steps, check Timekeeper >> Setup >> Clock Groups >> [group]. The Last Touched date and time next to the clocks in question should be within the last minute or two. If not, it means that the clock is disconnected.
1) Please try rebooting the clock. This will need to be done by someone on site, since the clock can't accept remote commands. Hold down the red key for three seconds. It will count down 3, 2, 1, then shut down. When the screen is completely black, press the red button again to bring it back up. Give the clock a minute to see if it reconnects.
2) The next step would be to troubleshoot the network connections.
If the clock is connected by Ethernet, check the physical connections running from the clock all the way back to the router, and make sure nothing is loose or disconnected. You can do this by unplugging, then replugging, all connections. After all connections are checked, if the clock hasn't connected, try rebooting using the above steps.
If the clock is connected via Wifi, make sure that the router is still working. You can test this by connecting another device, such as a mobile phone, to the network, and seeing if you have access to the Internet. If so, check the clock's menu (Menu >> Comm >> Wireless) to make sure that it is connecting to the network. You may wish to try reentering the SSID and Password. Again, give the clock a minute to connect, and if not, reboot the clock, give it a minute, and check again.
3) Check Menu >> Comm >> Cloud Server / Web Setup / ADMS (exact wording depends on the model of the clock). It should have the following settings:
PUSH MODE: ON
IP MODE: ON or URL MODE: OFF (again, depending on model)
Server address: 20.65.208.200 (or as backup 104.239.247.100)
Server port: 80
Proxy: OFF
These settings often get wiped out if the clock is suddenly disconnected or loses power. Once these settings are restores, reboot the clock, give it a few moments to finish syncing and updating, and then resume normal operation.
4) If all of these steps have been taken and the connection is not restored, reach out to IT and ask if there has been any changes to the network, and if there is a firewall. If this is confirmed, please ask them to allow the clocks to access the Internet to our server. The server's address is entered as an IP address, and sometimes this causes traffic to be blocked by the firewall. The address to allow is 20.65.208.200. Your clock may also have another address, 104.239.247.100. This is a backup address, but it's probably best to ask them to allow it as well.
Your IT may ask for the device's MAC address. This can be found in Menu >> Sys Info >> Device Info.
If all these steps have been taken and you still cannot restore connection, please give us a call at (360)687-8477 or email support@sundialtime.com and let us know when would be a good time for a phone call with someone on site in front of the clock.