Cannot connect to TimeMoto Cloud

When setting up your TimeMoto Device using our TimeMoto Cloud service, it could happen that the device is not connecting to the service. There are several scenarios  that could interfere with your connection.

Network Settings

Depending on your network settings, please check the scenarios below.

LAN Settings

 
When you are using the LAN connection of the device, you can be using the DHCP option. Using the DHCP option, a DHCP server will provide all necessary settings to the device, so the device can connect to your network correctly. Most of the time the network connection is set correctly.

 In case you use a static IP address, make ensure the following:
  • The IP address of the device is not used by another device
  • The Subnet Mask is the same used within your network
  • The default gateway is set, so the device can communicate outside of your network.
  • No restricted policy applies to the IP address given to the device (for example, is allowed to communicate outside of your network or is not blocked by a firewall).
We recommend to use DHCP to test the cloud connection. If the device connects to cloud, after switching to DHCP, it could be an internal policy that is blocking the traffic.
 
 If no address is given, when selecting the DHCP option, make sure you have plugged in a network cable into your TimeMoto device and that the DHCP service is running on your router or server.
Correct LAN connection with DHCP given IP-Address


Wi-Fi Settings


When you are using the Wi-Fi connection of the device, make sure, that the device is connected to the correct network. The Wi-Fi cannot connect to access points or routers, that are using a broadcast channel higher than 10 or a 5 GHz network. Please contact your IT department to check those parameters when in doubt. We also have an article in the support center about Wi-Fi connection.

Your device should mention that it is connected to your network. Depending on your setup, you either have DHCP enabled or provided a static IP address to the terminal. Using the DHCP option, a DHCP server will provide all necessary settings to the device, so the device can connect correctly to your network. Most of the time the network connection is set correctly.

 In case you use a static IP address, ensure the following:
  • The IP address of the device is not used by another device
  • The Subnet Mask is the same used within your network
  • The default gateway is set, so the device can communicate outside of your network.
  • No restricted policy applies to the IP address given to the device ( for example, is allowed to communicate outside of your network or is not blocked by a firewall).
We recommend to use DHCP to test the cloud connection. If the device connects to cloud, after switching to DHCP, it could be an internal policy that is blocking the traffic.
 
If no address is given, when selecting the DHCP option, make sure that the DHCP service is running on your router or server.
Correct Wi-Fi Connection with DHCP given IP-Address


Cloud address


Please make sure that the address to the TimeMoto Cloud is correct. Go into the [Menu] > [System Settings] >  [Network] > [ADMS]. The Cloud settings should be shown as bellow:
 
Correct Cloud Settings

In case you are using a proxy server for you internet connection, set up you Proxy Server as well.

Serial Number


Make sure the Serial Number you have entered in the cloud is the same as the device as seen on your device. The Serial Number of the device can be seen in the [Menu] > [System Info] > [Device Info].
If the serial number is not the same, please correct it in the cloud.
Check you Serial Number of the device in TimeMoto Cloud


Internal Device Problem


In some occasions, the internal program of the device, that is responsible for the cloud connection is not started or the Encryption handshake failed. Please Reboot your device, by disconnect the power source of the device for 10 seconds to the device, and test again.
 

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