Tempo PN-1000 / PN-2000 Network Troubleshooting

Follow the steps below to troubleshoot network issues with the Tempo PN-1000 and PN-2000.

  1. Confirm whether the clock is a PN-1000 or a PN-2000.
  2. Confirm whether the clock is connected via Wi-Fi or Ethernet.  
      1. Check to make sure the Wi-Fi is connected and airplane mode is turned off.
        • Make sure there isn't an Ethernet cable plugged into the clock if the clock is meant to be Wi-Fi.
          • Ethernet takes precedence over Wi-Fi and will prevent Wi-Fi from working if a cable is connected.
        • If Wi-Fi is connected but not communicating with Bullhorn (unable to connect on sending punches, etc.), continue to the next step.
      2. Check the signal strength.
        • If the signal strength is two bars / dots or lower, relocate the clock to an area with stronger Wi-Fi reception and test connectivity again.
      3. Log into Clock Admin using the Clock Admin Password Pin: 1793.
      4. Load Internet Explorer.
        • If a web page does not load, connect the clock to a cell phone hotspot.
        • If web page loads up on cell phone hotspot, there's something on the client WiFi network blocking the connection.
          • Contact your internal IT department. Bullhorn Support can not fix on-site WiFi issues.
          • If the clock is a PN-2000, see the troubleshooting steps below before contacting IT.

      PN-2000 Specific Troubleshooting

      Using the following steps, check the Windows Firewall settings to ensure it's not blocking outbound traffic prior to sending the admin back to their IT.

      1. In Windows, go to Settings > Network and Internet > Windows Firewall > Advanced Settings > Outbound Rules > Internal access UDP: DHCP > Properties > Scope.
      2. Make sure the Remote IP section is set to "Any IP address" and reboot the clock.

      Some sites require a login to access WiFi (hotels are known for this). Sign into clock admin and load Internet Explorer. If a login page shows up, this is the client’s internet access portal. Log in and then test internet connectivity again.

      Internet Access Portals

      Some sites, such as hotels, require a login to access Wi-Fi. To test this:

      1. Sign into Clock Admin and load Internet Explorer.
        • If a login page shows up, this is the client’s internet access portal.
      2. Log in, then test internet connectivity again.

      Advanced Troubleshooting

      Determine if the Wi-Fi on site is being broadcast on the 2.4 GHz or 5 GHz range (on-site IT would most likely know this information).

      • 2.4 GHz range is recommended as 5 GHz range broadcasts at a shorter distance and does not work as well through walls.
      • If speaking with IT, suggest having them change Wi-Fi channels to either 1,6, or 11 as this may improve Wi-Fi coverage.
        • This applies to the 2.4 GHz range.
      1. Reboot the clock and check to see if the connection shows as active or inactive (Manage Mode > Connection Info on right side).
        • If connection is inactive, proceed to step 4.
        • If connection is active proceed to step 6.
      2. Check the physical connections on the clock to ensure nothing has come loose.
        • For PN-1000: Check the USB to Ethernet adapter (called a plugable) for connectivity and lights.
        • For PN-2000: Check to make sure the cable is securely plugged into the LAN port. Check for network lights (solid, amber, or blinking green).
      3. Next make sure the other end of the Ethernet is securely connected to the wall port or router/switch.
        • If the cable goes to a router/switch, have the admin check to make sure it's powered on and the connectivity lights are active.
          • If the connection is confirmed and connected, proceed to the next step.
        • If everything is securely connected but there are no network lights on the clock or the router/switch, refer the admin to their internal IT dept to test the network connectivity.
      4. Confirm with admin if clock is meant to connect via Dynamic (DHCP) or Static IP.
        • If admin does not know, refer them to their IT dept.
          • If the clock is meant for Static IP make sure the admin obtains these settings when they reach out to IT, then provide ticket #.
      5. If possible, have the admin connect the clock to a cell phone hotspot. (Disconnect the Ethernet cable first).
        • If the clock connects to a cell phone hotspot, refer to IT dept as there is something on the client's network that is blocking the clock over the Ethernet connection.
          • Example: MAC filtering, Proxy, Incorrect Static IP settings, etc.

      PN-2000 Specific Troubleshooting

      Using the following steps, check the Windows Firewall settings to ensure it's not blocking outbound traffic prior to sending the admin back to their IT.

      1. In Windows, go to Settings > Network and Internet > Windows Firewall > Advanced Settings > Outbound Rules > Internal access UDP: DHCP > Properties > Scope.
      2. Make sure the Remote IP section is set to "Any IP address" and reboot the clock.
  3. If the Tempo is still not working after performing the steps above, the client network might require the clock to be set up as a Static IP connection or use a Proxy.  

    • Configuring a Static IP Connection

      If the client network requires the clock to be set up as a Static IP connection, you will need to manually configure the IP Address, Subnet Mask, Gateway Address, and DNS settings.

      1. From the Employee Punch Screen, enter Manager Mode by tapping the time in the top left then Manage.
      2. Enter the PIN "1793" and select Technical Menu.
      3. Select the Exit to Windows to sign out of the Clock User profile.
      4. On the screen with the large time clock, touch the screen and slide upwards to reveal the user login page.
      5. Choose ClockAdmin and tap the password field.
      6. When the keyboard appears, touch the &123 button in the lower left and enter the password: 1793!@#$%&.
      7. Once logged into Clock Admin, tap the Windows logo located in the bottom left of the screen and select the Settings icon.
      8. Tap the option for Network and Internet.
      9. On the left, tap Ethernet.
      10. Select Change Adapter Settings on the right
      11. Locate the Ethernet icon on this page. Press and hold the Ethernet option for two seconds and release. This will bring up a small menu.
      12. Select the Properties option from the list.
      13. Select Internet Protocol Version 4 then tap the Properties button.
      14. In the next window, select the option for Use the following IP address.
      15. Tap the IP address field to select it, then touch the keyboard icon in the lower right of the screen and enter the required IP address.
      16. Touch the option for Use the following DNS server addresses and enter the required DNS settings.
        • If the client does not have any specific DNS addresses, use 8.8.8.8 and 8.8.4.4 as the Preferred and Alternate DNS servers.
      17. Touch Ok when you are done.
      18. Touch Ok on the Ethernet Properties window, then close all other windows.
      19. Tap the Windows logo at the bottom left of the screen to open the start menu.
      20. Locate the Bullhorn logo and tap it, then choose Sign Out.
      21. On the screen with the large time clock, touch the screen and slide upwards to reveal the user login page.
      22. Choose Clock User and tap the Sign In button to return to the employee punch screen.
      23. Go back into Manager mode and perform the Update Configuration option to test for connectivity.

      Setting Up a Proxy

      If the client is using a proxy, this will need to be entered while logged into “Clock User” mode.

      This will require a USB keyboard to access

      1. Plug the keyboard into any available usb slot at the bottom of the clock
      2. Press CTRL+ALT+DEL and select Task Manager.
      3. In the window that appears, choose: File > Run New Task.
        • Another small window will appear.
      4. Type “explorer” (without the quotes) into the search field and press Enter.
      5. Press the Windows logo at the bottom left of the screen to access the settings option.
      6. Select Network and Internet
      7. In the bottom left column select Proxy.
      8. Navigate to the Manual Proxy Setup and enable Use a Proxy Server.
      9. Complete the Proxy address and port fields and click Save.
      10. Reboot the clock and test for connectivity.

      PN-2000 Specific Troubleshooting

      Using the following steps, check the Windows Firewall settings to ensure it's not blocking outbound traffic prior to sending the admin back to their IT.

      1. In Windows, go to Settings > Network and Internet > Windows Firewall > Advanced Settings > Outbound Rules > Internal access UDP: DHCP > Properties > Scope.
      2. Make sure the Remote IP section is set to "Any IP address" and reboot the clock.

      Sometimes the client has more than one clock on site. Check another clock to determine the IP type (DHCP or Static) if the admin does not know.

      This will only work if the other clock is in the same building. Some sites have multiple clocks but each clock is in a different building thus will be on a different network and may not have the same setup.

  4.  If the Tempo is still not working, follow these additional troubleshooting steps.
      • Use Internet Explorer to test for network connectivity as it can be faster than going back into clock user every time to test the connection.
        • This doesn't always confirm that the Bullhorn application will connect as something on the network could be blocking Bullhorn, but it will confirm internet connectivity.
      • Some clients have more than one clock on site. Check another clock to determine the IP type (DHCP or Static) if the admin does not know.
        • This will only work if the other clock is in the same building. Some sites have multiple clocks but if each clock is in a different building they will be on a different network and will not have the same settings.

      Tempo Not Responding

      This has been known to occur on the PN2000 where employees or an admin go to use the clock (either clocking in or accessing manager mode) and the Bullhorn Time & Expense app locks up. An error message saying “Tempo is not responding” appears. If even after a reboot, Tempo continues to not respond, reinstall the application using the steps below:

      While this shouldn’t affect unsent punches still on the clock, best practice is to try sending punches prior to reinstalling the application, if possible.

      1. Plug a USB keyboard into the clock. Any USB port on the clock will work.
      2. Press CTRL+ALT+DELETE to bring up the task manager and select Sign Out.
        • This will take the clock to the large time clock screen. Swipe up to bring up the login screen.
      3. Log into clock admin and connect the clock to internet (if clock is not already connected).
      4. Reinstall the application. Contact Bullhorn Support if you do not know your Swimlane.
      5. In the prompt at the bottom of the screen, choose Run.
        • You may be prompted with a message saying the publisher could not be verified. This will show up twice during the install process. Continue through this by pressing Run. This will reinstall the Tempo software.
      6. Once the clock loads back into the Bullhorn Time & Expense app, go into Manager > Technical Menu > Update Software. This will update the application to the latest version and (hopefully) fix the tempo not responding issue. Test to make sure everything is functioning correctly and clock is communicating with Bullhorn.
      7. Reboot the clock one last time by going to Manager > Technical Menu > Reboot Hardware.

      Tempo Black Screen Fix

      These steps will be used on Tempo (PN2000) clocks that are powered on, but the application cannot be seen. Follow these steps to attempt to resolve the black screen before a swap can be approved. These steps must be listed on the ticket in the troubleshooting steps field.

      1. Plug a USB Keyboard into the clock.
      2. Press CTRL+ALT+DEL to bring up the task manager screen.
        • If nothing happens when pressing CTRL+ALT+DEL there is an issue with the hardware and the clock will need to be swapped.
      3. On the Task Manager screen, select File in the top left hand corner.
      4. From File select Run New Task.
      5. In the text box that appears, type Explorer and press enter. This will launch the Windows App.
      6. Exit out of Task Manager.
      7. Select the Windows icon in the bottom left corner of the screen and navigate to File Explorer.
      8. Inside of File Explorer, select This PC on the left.
      9. Open the Local Desk (C:) drive.
      10. From this drive, select the TempoDeploy folder.
      11. Press and hold Start, then select Edit.
        • This will open the details up in a notepad. The first line of the notepad should look like the below image, but the Tempo Version (underlined in red) should match the most recent Tempo Deploy version in the Start file.
        • If there is no information in the underlined field or it does not match the most recent Tempo Version, this will need to be manually updated. The most recent version can be identified by the Date Modified quality in the folder.
        • Instruct the admin to enter the most recent Tempo Version that appears in the TempoDeploy folder, into the space directly in between the \\ in TempoDeploy\\Tempo.UI.EXE. For example, TempoDeploy\Tempo_3.3.546.7_PROD\Tempo.UI.EXE.
      12. Once the most recent Tempo version has been entered, select File > Save in Notepad to save the changes, and then exit the notepad.
      13. Restart the Tempo Application by double clicking on Start.
      14. Once the Tempo application is loaded, navigate to Manager Mode and reboot the clock. This will allow the clock to launch the Tempo application in locked down mode.