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Connection Errors on the BN Timeclock Follow

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Aaron
  • Updated

We understand you're requesting information on resolving a connection error on your BN series (BN5000, BN5500, BN6000, BN6400, BN6500) timeclock, so we wrote these helpful guides for each timeclock series to walk you through this process! Click here to identify your device series (if you are unsure).

 

ERROR MESSAGE NOTES POSSIBLE SOLUTIONS
DEVICE ID ERROR This message displays when the timeclock has not been linked to a uAttend account, or it has been deleted from the account.

The Device ID needs to be updated.

  1. Press MENU.
  2. Enter your eight-digit super administrator password. If this is the first time accessing this menu, enter the default password 31468912 and press You’ll be prompted to create a new super administrator password.
  3. Navigate to DEVICE MANAGEMENT and press
  4. Select Update Device ID and press OK.

 

*If the Update Device option is unavailable and you see Change ID  instead, please contact us to update the firmware.
NET NOT FOUND This message displays if the timeclock is not currently plugged into any networking device or if the networking device it is plugged into is turned off or is not functioning correctly.

If you own a BN5000 or BN6000:

  1. Reboot the timeclock.
  2. Connect straight to the router with an ethernet cable.
  3. Try a different port on the router.
  4. Switch to a different ethernet cable and see if that is the cause.
  5. Factory Reset.
  6. Reboot the router.

If you own a BN5500 or BN6500:

  1. Reboot the timeclock.
  2. Delete the Network settings and Factory Reset.
  3. Reboot the router.
  4. If the trouble persists, connect to a hotspot to see if the issue is network related.
  5. If the issue is Network related, please contact your IT team.
uAttend CONNECTIVITY
ERROR		 This message displays if the time clock is unable to communicate with the uAttend
server due to a firewall, content filter, or any other type of network block.

If you own a BN5000 or BN6000:

  1. Reboot the timeclock.
  2. Connect straight to the router with an ethernet cable.
  3. Try a different port on the router.
  4. Switch to a different ethernet cable and see if that is the cause.
  5. Factory Reset.
  6. Reboot the router.

If you own a BN5500 or BN6500:

  1. Reboot the timeclock.
  2. Delete the Network settings and Factory Reset.
  3. Reboot the router.
  4. If the trouble persists, connect to a hotspot to see if the issue is network related.
  5. If the issue is network related, please contact your IT team.
INTERNET
CONNECTIVITY ERROR		 This message displays if the timeclock is unable to communicate out of the local
network onto the Internet.

If you own a BN5000 or BN6000:

  1. Reboot the timeclock.
  2. Connect straight to the router with an ethernet cable.
  3. Try a different port on the router.
  4. Switch to a different ethernet cable and see if that is the cause.
  5. Delete the Network settings and Factory Reset.
  6. Reboot the router.

If you own a BN5500/BN6500:

  1. Reboot the timeclock.
  2. Delete the Network settings and Factory Reset.
  3. Reboot the router.
DNS ERROR This message displays if the time clock does not have a valid DNS server IP
address to contact or the DNS server it is contacting cannot properly resolve the
hostname for the server.

If you own a BN5000 or BN6000:

  1. Reboot the timeclock.
  2. Connect straight to the router with an ethernet cable.
  3. Try a different port.
  4. Switch to a different ethernet cable and see if that is the cause.
  5. Factory reset.

If the connection issue continues, try the following steps on your device:

  1. Press And enter your administrator password.
  2. Select Commset and press OK.
  3. Turn the DHCP off and on, and ensure you get a valid IP Address.
  4. Reboot the router.
  5. If the problem persists, contact your IT team.

If you own a BN5500 or BN6500:

  1. Reboot the timeclock.
  2. Delete network settings and factory reset.

If the connection issue continues, try the following steps on your device:

  1. Press MENU and enter your administrator password.
  2. Select Commset and press OK.
  3. Turn the DHCP off and on, and ensure you get a valid IP Address.
  4. Reboot the Router.
  5. If the problem persists, contact your IT team.
DHCP ERROR This message displays if the time clock does not receive proper IP address
information provided to it from the DHCP server.

If you own a BN5000 or BN6000

  1. Reboot the timeclock.
  2. Connect straight to the router with an ethernet cable.
  3. Try another port on the router.
  4. Switch to a different ethernet cable and see if that is the cause.
  5. Factory reset.

If the connection issue continues, try the following steps on your device:

  1. Press MENU and enter your administrator password.
  2. Select Commset and press OK.
  3. Turn the DHCP off and on, and ensure you get a valid IP Address.
  4. Reboot the router.
  5. If the problem persists, contact your IT team.

If you own a BN5500 or BN6500:

  1. Reboot the timeclock.
  2. Delete the Network settings and factory reset.

If the connection issue continues, try the following steps on your device:

  1. Press MENU and enter your administrator password and press OK.
  2. Select Commset and press OK.
  3. Turn the DHCP off and on, and ensure you get a valid IP address.
  4. Reboot the Router.
  5. If the problem persists, contact your IT team.
DHCP UNAVAILABLE This message displays if the time clock receives no response when attempting to
contact a DHCP server.

If you own a BN5000 or BN60000:

  1. Reboot the timeclock.
  2. Connect straight to the router with an ethernet cable.
  3. Try a different port on the router.
  4. Switch to a different ethernet cable and see if that is the cause.
  5. Factory reset.

If the connection issue continues, try the following steps on your device:

  1. Press MENU, enter your administrator password and press OK.
  2. Select Commset and press OK.
  3. Turn the DHCP off and on and ensure you get a valid IP Address.
  4. Reboot the router.
  5. If the problem persists, contact your IT team.

If you own a BN5500 or BN6500:

  1. Reboot the timeclock.
  2. Delete network settings and factory reset.

If the connection issue continues, try the following steps on your device:

  1. Press MENU, enter your administrator password, and press OK.
  2. Select Commset and press OK.
  3. Turn the DHCP off and on. Ensure you get a valid IP Address.
  4. Reboot the router.
  5. If the problem persists, contact your IT team.

 

NOTES: 

IT information

  • Connection errors (like DNS, DHCP, Server Connection Error, Internet Connection Error, and uAttend Connectivity Error) are often an indication that the free communication on the required ports to and/or from the required servers is being blocked or impeded by some element of your network.  Your organization's IT department may need to make provisions for the timeclock on your network.

LAN and WIFI connection

  • During troubleshooting, it is advised to connect your device via LAN (ethernet cable) directly to your router (not through a switch or access point) and attempt a connection using an alternate network (like a home office or hotspot) if experiencing a persistent connection issue. After the device software is updated and a successful connection has been established, you can reconnect the device at the intended location and to your WIFI network (if applicable).
  • It is strongly advised to ensure your device's software is up-to-date before performing a factory reset. 

Factory Reset

  • It is strongly advised to ensure your device's software is up-to-date before performing a factory reset.
  • A Factory Reset will change the device ID. Verify that the previous device ID has been removed from your account. Please know that the account administrator must remove any unused timeclocks/device IDs from their account after performing a factory reset. Any fees charged for additional devices (used or unused) are non-refundable.

 

Click on the links below to find out more!


If you still have a question, feel free to click on the 💬 Support icon at the bottom right corner of the page, while you're viewing the article, or from your uAttend portal to get connected to one of our friendly and knowledgeable technicians!

 

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