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.
- Open Command Prompt (Windows) or Terminal (Mac/Linux).
- 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.
- 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)
- Open PowerShell.
- 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)
- 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.
- Open a modern browser (Chrome, Edge, Firefox, or Safari).
- 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
| What you see | What it means | Next step |
|---|---|---|
| The AlemBox/AlemHub interface loads | Everything is working correctly. | No action needed. |
| A search engine results page (Google, Bing, etc.) | The browser treated your address as a search query. | Re-enter as http://connect.internal/ with http:// and a trailing slash. |
| Blank page, broken layout, or “Unsupported Browser” | You are likely using Internet Explorer or an outdated browser. | Install and use Chrome, Edge, or Firefox. |
| ERR_CONNECTION_REFUSED | The device is reachable, but the web service has crashed or is not running. | Contact Alem Health support — the device may need a service restart. |
| Endless loading / spinning tab | A firewall is silently dropping the connection. | Revisit Step 3 and confirm ports 80/443 are open. |
| NET::ERR_CERT_AUTHORITY_INVALID | Network and firewall are working fine, but the browser doesn’t trust the device’s local SSL certificate. | Contact Alem Health support to provision a trusted SSL certificate. |
| Blank white screen (no error) | The web server is running but the application is returning an empty page. | Contact Alem Health support. |
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