Connection errors (BN5000, BN5500, BN6000, BN6400/BN6500) Follow
We understand you're requesting information on resolving a connection error on your 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.
*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:
If you own a BN5500 or BN6500:
|
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:
If you own a BN5500 or BN6500:
|
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:
If you own a BN5500/BN6500:
|
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:
If the connection issue continues, try the following steps on your device:
If you own a BN5500 or BN6500:
If the connection issue continues, try the following steps on your device:
|
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
If the connection issue continues, try the following steps on your device:
If you own a BN5500 or BN6500:
If the connection issue continues, try the following steps on your device:
|
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:
If the connection issue continues, try the following steps on your device:
If you own a BN5500 or BN6500:
If the connection issue continues, try the following steps on your device:
|
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!
- Features and specifications (including networking requirements)
- Timeclock passcodes (if these are blank or display defaults, update your device software)
- Software update
- Networking menu
- Entering your WIFI password
- Delete network settings
- Reset to factory settings
- Remove a timeclock from your account
- Offline mode (store and forward)
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!