Use this guide if your workstation cannot connect to an on-premise AlemBox or AlemHub device. Work through each step in order — most issues are resolved by Step 2 or Step 3.

Before you begin, have the following ready:

• Local IP address: AlemBox/AlemHub local IP address (e.g., 192.168.1.50)
• Configured local domain: Configured local domain (e.g., connect.internal or alembox1.on premise.alem.health)

Step 1: Verify Basic Network Connectivity

This confirms whether your workstation can reach the device over the local network at all.

1. Open Command Prompt (Windows) or Terminal (Mac/Linux).
2. Run the following command, replacing the placeholder with your device’s IP address:

ping <AlemBox/AlemHub Local IP>

Example: ping 192.168.1.50

Results

• Replies received — The network path is clear. Continue to Step 2.
• Request timed out / Destination unreachable — Stop here. One of the following is likely:
• The device is offline or powered down.
• The workstation and device are on different subnets or VLANs that cannot communicate.
• A network firewall is blocking ICMP (ping) traffic.

Contact your local IT team to investigate network routing between the workstation and the AlemBox/AlemHub.

Step 2: Verify the Hosts File Mapping

This confirms that your computer correctly translates the local domain name into the AlemBox/AlemHub’s IP address.

1. In the same Command Prompt/Terminal, run:

ping <Configured Local Domain>

Example: ping connect.internal

Results

• Replies from the correct AlemBox/AlemHub IP — The hosts file is working correctly. Continue to Step 3.
• Cannot resolve host — The hosts file entry was not saved correctly. Ensure the text editor was opened as Administrator (Windows) or with sudo/root (Mac/Linux) when the edit was made.
• Replies from the wrong IP — The workstation is using a cached DNS record. Flush the DNS cache using the appropriate command below, then try again:

Windows:

ipconfig /flushdns

Mac:

sudo killall -HUP mDNSResponder

Linux:

resolvectl flush-caches

Step 3: Verify Web Ports Are Open

Even if ping works, a firewall may still be blocking web traffic. This step checks that ports 80 and 443 are reachable.

Windows (PowerShell)

1. Open PowerShell.
2. Run both of the following commands:

Test-NetConnection -ComputerName <Configured Local Domain> -Port 80

Test-NetConnection -ComputerName <Configured Local Domain> -Port 443

• TcpTestSucceeded : True — Ports are open. Continue to Step 4.
• TcpTestSucceeded : False — A firewall (local clinic firewall or Windows Defender) is blocking web traffic. Your IT team will need to allow outbound traffic on ports 80 and 443 to the AlemBox/AlemHub IP.

Mac and Linux (Terminal)

1. Run both of the following commands:

nc -vz <Configured Local Domain> 80

nc -vz <Configured Local Domain> 443

• Connection succeeded — Ports are open. Continue to Step 4.
• Operation timed out / Connection refused — A firewall is blocking web traffic. Contact your IT team.

Step 4: Test in the Browser

This is the final check — testing the actual experience and catching any browser-level issues.

1. Open a modern browser (Chrome, Edge, Firefox, or Safari).
2. Type the following directly into the address bar and press Enter:

http://<Configured Local Domain>/

Example: http://connect.internal/

Important: Always type http:// explicitly and include a trailing slash. Without these, some browsers will treat the address as a search query.

What You See and What It Means

Still Having Trouble?

If you have completed all four steps and the issue is unresolved, contact AlemHealth Support at support@alemhealth.com and include the following information:

• AlemBox/AlemHub local IP address
• Configured local domain
• Which step failed and the exact error or output you saw
• Your operating system and browser version