Ethernet Clocks - Changing Your Network Configuration

The below steps take a few minutes to complete and will likely require contact with your network administrator and/or internet service provider. Feel free to contact our support team at any time with questions.

Possible Errors: Timeout - (0), Connection Time-Out, Cannot Reach Server 148, Cannot Reach Server 146, No ENQ From Host

In many cases, plugging up your new Ethernet clock and pressing 9 to transmit to our servers is all that needs to be done in terms of setup. However, sometimes the clock displays one of the above error messages, and they need further configuration in order to communicate with our servers. These errors can occur with new clocks at a property, or existing clocks when there has been a change on your network or to your internet service.

Our Ethernet clocks can be configured one of two ways: DHCP enabled or with a static IP address. Both settings can work and neither are better or worse than the other as far as connectivity goes. However, some hotel networks are going to require a static IP instead of DHCP enabled or vice versa.

DHCP - MAC Address Whitelist:

Our Ethernet clocks are sent to hotels with the DHCP setting enabled as opposed to being ready for a static IP address. See below for steps on how to bypass an active firewall or splash screen (a screen that requires anyone to click a button or login in a browser before being allowed to access the internet) by having your network administrator add the clock to the Whitelist of your network.

1. Confirm that the clock is currently DHCP enabled by going into the Network Setup menu.
   1. Press * on the clock.
   2. Enter 2663. Press OK.
   3. Press 1 to enter the menu.
   4. The clock should say something like, "Clock uses DHCP...". If it says the clock is already using a static IP address, please contact our support team.
2. After confirming that the clock is set up correctly and the internet is working, confirm with a network administrator or internet provider customer service representative that the network is DHCP enable as well. If it is not, skip to the next section: Setting a Static IP Address.
3. You'll need to have the MAC address of your clock. Click here for an article on how to find your clock's MAC address if you do not know how. Note this information where you will not lose it once you have it.
4. Contact your network administrator or internet service provider. If there is an active firewall blocking the clock or a login screen, providing the MAC address of your clock to the network administrator or internet service provider to be allowed as an exception on the network or 'whitelisted' will remedy the issue.
5. You may also provide the port numbers used by our clocks (TCP 8288-8289), though this isn't usually required.
6. Once your clock's MAC address is on the Whitelist, press 9 on the clock to transmit.
7. When you see a message that says Successful or Finished, please call the Hotel Effectiveness Support Team and we will confirm the connection on our side.

If an error still occurs, it's likely that you will need to request to have a static IP address for your clock.

 

Setting a Static IP Address:

If the hotel network isn't DHCP enabled or the DHCP setting is not working, the clock will need a static IP address assigned to it by a network administrator.

1. To setup the clock with a static IP, please contact your hotel's network administrator or company that manages your internal network systems. Let them know that you are going to have a new clock installed at the property and that it will be connecting through an Ethernet line and it needs a Static IP. There will be particular Ethernet line at the clock location that you want to use (i.e. the line that is in the break room). They will need to setup a static IP for the Ethernet line that has outgoing TCP ports 8288 and 8289 open. The clock does not require any incoming ports that need to be open - only outbound. If there is a splash screen associated with your hotel's network an exception will need to be made to remove the splash screen from the new static IP line. If for some reason their location restrictions connection by URL or IP address: the clocks connect directly to our clock server at the following IP addresses: 208.72.167.2 and 166.70.147.9.
2. Once you obtain the static IP, subnet mask, and default gateway of the Ethernet port used for the clock from your network administrator or customer service represenative, you will need to program the values in the clock.
3. Make sure that the power cable and Ethernet cable are connected to the clock.
4. Press * (you will see "System Info" on the clock) and enter the password: 2663. Press OK (you will see "Network Setup").
5. Press 1 to select TCP/IP settings. The clock should say it is currently DHCP enabled.
6. Press 2 to change TCP/IP options from DHCP enabled to Static IP.
   --If it does not, a static IP is likely already configured.
7. Press OK to proceed.
8. Enter IP address and press OK. Use the * key as the "period" between numbers.
9. Enter subnet mask and press OK.
10. Enter default gateway and press OK.
11. Enter 0.0.0.0 as primary DNS and press OK.
12. Enter 0.0.0.0 as secondary DNS and press OK.
13. Press OK to save TCP/IP settings.
14. Press OK again to confirm configuration.
15. Press X twice to exit.
16. Verify your clock is successfully connected to the network by pressing the 9 key to force it to transmit the data to our server. You should see a successful connection message.
17. Please call the Hotel Effectiveness Support Team and we will confirm the connection our side.