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Connection Errors (RE2000) Follow

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Kristina Hofreiter
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If you’re encountering a connection error on your RE2000 time clock, some part of the communication between the device, your Wi‑Fi network, the internet, or the uAttend servers was unsuccessful. Connection issues can also prevent common tasks such as device onboarding, software updates, fingerprint template registration, and punching activity.

 

In this article:

RE2000 Connection Errors

 

How the RE2000 Connects

The RE2000 uses 2.4 GHz Wi‑Fi to send and receive small data packets over a limited set of ports to specific uAttend server URLs. The device has very few configurable network settings, but enterprise‑grade networks can introduce variables that affect connectivity.

If connection issues are intermittent or persistent and the device firmware is up to date, your network or security administrator will likely need to assist with the configuration.

Note: If your device is running an earlier software version, it may not detect or connect to Wi‑Fi networks with an SSID (network name) of 16 characters or fewer.

This behavior applies during initial setup and is resolved in version 1.00.03.

If your network does not appear or you’re unable to connect:

  • Confirm your Wi-Fi network name is 16 characters or fewer, or
  • Use a temporary network with a shorter name to complete setup

After connecting, perform an /link to enable support for longer network names.

 

RE2000 Network Settings and Tools

Configurable settings

  • IP Assignment: DHCP or Static
  • Network values (Static only):
    • IP Address
    • Subnet Mask
    • Gateway
    • DNS
    • DNS2

 

Informational tools

Power cycling the device forces it to reattempt network checks during startup.

 

Recommended Network Test

To rule out restrictive security policies, test the RE2000 on a standard, non‑enterprise network, such as:

  • A small office or home Wi‑Fi network
  • A 2.4 GHz mobile hotspot - not connected to a WIFI network

If the device reaches System Ready (green) on a simpler network, the issue is almost certainly related to firewall rules, filtering, or routing on the primary network.

 

Warranty and RMAs

Documentation of thorough troubleshooting must be submitted before a request for an RMA will be considered. The warranty replacement will take time to ship and you are responsible for the return shipping cost to deliver the device being replaced to our warehouse. 

Based on inspections of prior uAttend devices replaced for connection issues, our quality control team found that true hardware failures are extremely rare. The majority of returned devices connected successfully to the test network upon inspection, even when no hardware changes were made. Some devices required a firmware update, but most had fully functional networking components. Connection issues are typically caused by network configuration, firewall rules, or intermittent connectivity rather than device failure.

 

Connection Errors

Cannot Connect to uAttend Server

This error indicates the clock is on Wi-Fi but cannot reach the uAttend servers. 

The device must be permitted access to the uAttend servers over the required ports.  The timeclock does not support port randomization.  

Your network/security administrator may need to establish the required permission for the timeclock to access the uAttend servers over your network.  This can be achieved in several ways (based on your specific networking equipment/infrastructure) that you can discuss with your network/security administrator.  Whitelisting the following URLs for the device is a more common and straightforward method to accomplish this with a firewall.

  • ws.trackmytime.com
  • ws1.trackmytime.com
  • ws3.trackmytime.com
  • ws4.trackmytime.com
  • ws5.trackmytime.com
  • ws6.trackmytime.com
  • Devicemanagementplatform.workwelltech.com
  • v2.trackmytime.com
  • app1.trackmytime.com
  • app3.trackmytime.com
  • app4.trackmytime.com
  • app5.trackmytime.com
  • app6.trackmytime.com
  • utilities.pptdev.com

They should also verify the following ports are open to the device for bi-directional communication over the same port, over your network.

  • 80
  • 443
  • 59777
  • 59778

TIP: Run the following command from the command prompt on a PC (connected via the same method LAN/WIFI to the target network with the device) to count the hops needed to reach the uAttend server URLs over your network.  Ideally, this will be less than 5 hops.  Verify all servers listed above are accessible for the timeclock as well as for your PC.

tracert ws.trackmytime.com

 

Cannot Access the Internet

This error indicates the device is connected to the Wi-Fi network but cannot reach the public internet. To test internet connectivity, the device will attempt to ping google.com.

Your network/security administrator may need to establish the required permission for the timeclock to access the internet over your network.  This can be achieved in several ways (based on your specific networking equipment/infrastructure) that you can discuss with your network/security administrator.  Creating a firewall exception for the device is a more common and straightforward method to accomplish this.  They should also verify the following ports are open to the device for bi-directional communication over the same port, over your network.

  • 80
  • 443
  • 59777
  • 59778

The timeclock does not support port randomization.  

TIP: Run the following command from the command prompt on a PC (connected via the same method LAN/WIFI to the target network with the device) to view a list of open ports on your network.  Verify all ports listed above are open for the timeclock as well as for your PC.

netstat -aon

 

Cannot Locate uAttend Server Using DNS

This error indicates the clock cannot resolve uAttend hostnames. Either no valid DNS IP is configured on the device or the DNS server can’t resolve the names.

The DNS server entered and configured on the device must correctly resolve valid IP addresses for the uAttend server URLs.

The timeclock will rely on the DNS server(s) entered and configured in the Network menu to resolve valid IP addresses for the uAttend server URLs over your network.  This can be achieved in several ways (based on your specific networking equipment/infrastructure) that you can discuss with your network administrator.   Using Google DNS servers 8.8.8.8 and 8.8.4.4 for the primary and secondary DNS servers is generally more reliable than an ISP-based or local DNS server.

TIP: Run the following command from the command prompt on a PC (connected via the same method LAN/WIFI to the target network with the device) to resolve an IP address from the entire list of uAttend server URLs over your network.  Verify the DNS server being used on the timeclock against the DNS on the ipconfig info from the target network.

nslookup ws.trackmytime.com

 

No Response from DHCP Service

This error indicates the clock is set to DHCP, but it received no reply during DHCP Discover.

The device has a DHCP/Static option that will either request an IP address from your network or allow you to manually enter and configure the required network information on the device. 

The DHCP option will rely on your network to act as the DHCP server and assign a valid IP address that includes the required permission to communicate as needed on your network.  This can be achieved in several ways (based on your specific networking equipment/infrastructure) that you can discuss with your network administrator.   A DHCP reservation can be leased on your DHCP server for the timeclock so the IP address assigned to it will not be given to another device until the DHCP reservation lease expires.  This is the most common and simple method, so we suggest starting your attempts here. 

If you prefer to use a permanent IP address for the timeclock, or if there is not an active DHCP server on your network, a static IP address can be configured on the device.  Your network administrator will need to establish the IP address, and related details, including the required permission to communicate as needed on your network, and provide them for you to enter and configure in the network settings on your timeclock. 

TIP: Run the following command from the command prompt on a PC (connected via the same method LAN/WIFI to the target network with the device) to view a list of devices connected to your network with the MAC and IP address.  The timeclock has a MAC beginning with "00:17".

arp -a

After you identify the IP address for the timeclock you can run the command below (replacing the XXX with the IP address) to verify the connection on your internal network.

ping XXX.XXX.XXX.XXX

If you are receiving a DHCP error, a valid IP address was not successfully provided to the timeclock.    

 

Terms and Definitions

  • DHCP: Dynamic Host Configuration Protocol (DHCP) is a network protocol that is used to configure network devices to communicate on an IP network. A DHCP client uses the DHCP protocol to acquire configuration information, such as an IP address, a default route, and one or more DNS server addresses from a DHCP server.
  • DHCP LEASE: A DHCP lease is a temporary assignment of an IP address to a device on the network. When using DHCP to manage a pool of IP addresses, each client served on the network is only “renting” its IP address. Thus, IP addresses managed by a DHCP server are only assigned for a limited period.
  • STATIC: Static IP addresses typically matter more when external devices or websites need to remember your IP address. One example is VPN or other remote access solutions that trust (whitelists) certain IPs for security purposes.
  • DNS: DNS, or the Domain Name System, translates human-readable domain names (for example, www.amazon.com) to machine-readable IP addresses (for example, 192.0.2.44).
  • 8.8.8.8 is the primary DNS server for Google DNS. Google DNS is a public DNS service that is provided by Google with the aim to make the Internet and the DNS system faster, safer, secure, and more reliable for all Internet users.
  • GATEWAY: A computer that sits between different networks or applications. The gateway converts information, data, or other communications from one protocol or format to another. A router may perform some of the functions of a gateway. An Internet gateway can transfer communications between an enterprise network and the Internet.
  • SUBNETS: A subnet, or subnetwork, is a segmented piece of a larger network. More specifically, subnets are a logical partition of an IP network into multiple, smaller network segments. The Internet Protocol (IP) is the method for sending data from one computer to another over the internet.
  • WIFI SECURITY PROTOCOLS: There are four wireless security protocols currently available:
    • Wired Equivalent Privacy (WEP) Wired Equivalent Privacy
    • Wi-Fi Protected Access (WPA) Wireless Protected Access
    • Wi-Fi Protected Access 2 (WPA 2) second version of WPA
    • Wi-Fi Protected Access 3 (WPA 3) third version of WPA
  • FREQUENCY BAND: 2.4 GHz vs. 5 GHz: Which frequency should you choose? A 2.4 GHz connection travels farther at lower speeds, while 5 GHz frequencies provide faster speeds at shorter ranges. Your choice of 2.4 GHz or 5 GHz will depend on where and how you use your Wi-Fi connection most.
  • MAC ADDRESS: A MAC (Media Access Control) address, sometimes referred to as a hardware or physical address, is a unique, 12-character alphanumeric attribute that is used to identify individual electronic devices on a network. An example of a MAC address is 00-B0-D0-63-C2-26.
  • MAC FILTERING: In the settings, MAC filtering is usually found under Advanced Settings, Security, Access Control, or something else similar to these. Its exact location will vary with the router brand. Inside, you have the option to choose your form of filtering, with these two options:
    • Blacklist: Deny access to specific MAC addresses.
    • Whitelist: Grant access only to specific MAC addresses
  • PORTS: A port is a virtual point where network connections start and end. Ports are software-based and managed by a computer's operating system. Each port is associated with a specific process or service.
  • SERVERS: AWS is designed to allow application providers, ISVs, and vendors to host your applications quickly and securely – whether an existing application or a new SaaS-based application. You can use the AWS Management Console or well-documented web services APIs to access AWS's application hosting platform.
  • API CALLS: An API call, or an API request, allows one application to request data or services from another application. Most web applications regularly make API calls.
  • OFFLINE MODE: Some functions are unavailable when the device is offline.
  • DEVICE ID: A unique ID that pairs your device with your account (updated when a factory reset is performed).
  • DATA SYNC (ONBOARDING & REGISTRATION): Synchronize data between the device and the servers.

 

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