Troubleshooting the Wi-Fi connection
The system works best with a Wi-Fi connection in the store. We highly recommend you use a Wi-Fi connection dedicated only for business, and that you ensure your connection is configured for privacy. Your wireless router manufacturer should have provided instructions for ensuring appropriate setup.
First, ensure the security protocols for the router are set to WPA or WPA2. You cannot use the older WEP or WAP formats.
Verifying Wi-Fi connection when connected from a PC or laptop
- Your PC or laptop should display a list of all available local wireless networks. Find the name of your wireless network and select it to connect.
- If your wireless network does not appear after several minutes, verify that you are in range of your router or modem by moving closer to the device.
- If your network still does not appear, disable and re-enable your wireless network adapter:
- Look for your laptop Network Adapter on/off switch and switch it to off, wait a few seconds and turn it back on.
- If you can not find the switch or are using a PC, go to the Windows device manager, and turn the wireless network adapter off then turn it back on.
- If your wireless network still does not appear, it could be that your wireless router is configured to not broadcast a network name. If so, follow the directions provided by your laptop or PC for manually adding a network to your list of preferred networks.
Verifying Wi-Fi connection when connected from an Android device
- Tap Settings > Connections > Wi-Fi to ensure that Wi-Fi is ON.
- Tap Wi-Fi and select the desired wireless network.
📝 If the wireless network does not appear after several minutes, verify you are in range of the router or modem by moving closer to the device or try turning the Wi-Fi off and back on.
Basic troubleshooting steps
If you still cannot connect to a Wi-Fi network, try the following steps:
- Verify that you entered the Wi-Fi password correctly. If you can see the name of the wireless network in the list of available networks but are having trouble connecting, make sure that you entered the password correctly. Most passwords are lengthy and a combination of uppercase letters, lowercase letters, numbers, and symbols.
- Try connecting to the Wi-Fi network with another device. If you are still having trouble, try connecting another device, such as a smart phone, tablet, or laptop, using the same password. If the second device does not connect, check that the Wi-Fi network is working properly and that the password is correct.
- Verify that the Wi-Fi network modem and wireless router are working correctly. Verify that the power cord is connected and that all the device indicator lights on the wireless router and/or the modem are on as illustrated in the manufacturer’s documentation. If the indicator lights are not on or not blinking properly, you may have to reset the wireless router and/or modem as instructed in the manufacturer’s documentation. You can quickly remedy a lot of Internet issues by simply restarting the modem and router. It is an easy fix that is always worth a shot. To restart the modem and router, unplug the power cable for 10 seconds and plug it back in. The equipment will take a few minutes to reboot.
- If you are on Wi-Fi, try plugging the computer directly into the router with an Ethernet cable. This is the tried and true way to differentiate signal issues from Wi-Fi issues. If the Internet comes back when you use a wired Ethernet connection, then you have a Wi-Fi problem.
📝 If you forgot the router password, reset the Wi-Fi password by connecting the computer directly to the wireless router and using the wireless router’s "Web User Interface" as instructed in the documentation from the manufacturer. Follow the instructions from the manufacturer for resetting the password.
If you have a technical/support issue, open a case using one of the following methods. When submitting a case, the following information helps our team resolve your issue more quickly:
To open a case:
- Call or text the support line: (877) 270-3475.
- Email firstname.lastname@example.org. A case number is returned to you.
To submit a case, include the following:
- Your name, phone number and/or email address.
- Business name and location and/or active subscription number.
- Description of issue and what has been done to troubleshoot the issue so far.
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