Room Manager does not connect to server

When a Room Manager for some reason cannot connect to the server it will display the below icon.

Server connection issues could be due to a lot of different things, it could be due to network cables, firewalls, wrong settings in the Evoko Control Panel, expired passwords and anything in between.

• First of all, please make sure that you read and followed our guidance of how to set up the accounts in a right way. In our "Getting started!" section, we have covered the most common setups, so please read these guides first and make sure that no steps have been missed.
  
  
• Verify that the Room Manager receives a valid IP address and can communicate on the network.
  
  Instructions on how to check the IP address on a Room Manager and ping via the command prompt:

  1. Login as System Admin on the Room Manager.
     
  2. Press "Exit Application" and wait until the Windows CE desktop is displayed.
     
  3. Double click (tap) the LAN-icon in the bottom right corner on the Windows CE taskbar to view the Room Managers network credentials (e.g IP, Subnet mask, Default-gateway).
     
  4. If you receive a valid IP, mask and gateway then we can move on with testing to ping other devices on the network (e.g. your booking system)
  5. To ping other devices from a Room Manager you need to access the command prompt, this is done by navigating to "Start" > "Programs" > "Command Prompt"
     
     
  6. Type ping <server DNS/IP> (e.g ping 8.8.8.8 or ping outlook.office365.com).
     
• Open up the Evoko Control Panel and make sure that your room test out with a green tick.
  
  
  Note! All changes made in the Evoko Control Panel has to be uploaded to the Room Manager in order to be applied.
  For example if you notice that the issue is due to a expired password then you need to export and upload the updated configuration containing the new password to the Room Manager.
• Verify that the configuration is correct on the Room Manager.
  
  
• In case there are multiple Room Managers in the installation and the connection issue only occurs on one or several Room Managers but not all of them - try the following to narrow down the cause of the issue:
  • Is the issue related to the specific cable or switch port?
    • Does the disconnected Room Manager connect when plugged in to another known connecting Room Managers place (i.e same cable/port)?
    • Additionally please check the opposite - does a known connecting Room Manager still connect when plugged in to the disconnected Room Managers place (i.e same cable/port)?
  • Is the issue related to one or several rooms in the configuration?
    
    Instructions on how to change the room in the configuration on a Room Manager:

    1. Login as System Admin on the Room manager.
    2. Press "Change Room" in the system admin menu.
    3. Select the desired room in the configuration.
    • Does another known connecting Room Manager connect if loaded with the same room in the configuration as the disconnected Room Manager?
    • Furthermore please check the opposite - does the disconnected Room Manager connect if loaded with the same room as a known connecting Room Manager?

• Perform a factory reset, OS update and update the software to the latest available version on the Room Manager.
  
  
• Check with your IT department for recent changes within your environment that's in relation with when the Room Manager disconnected. Updated SSL/TLS certificate configuration? Proxies (not supported)? Migrated to a new booking system?

Using Office 365/Exchange and experiencing intermittent disconnection issues across 10+ Room Managers?
Please make sure the number of max concurrent connections to your Room admin account is not exceeded.