My Genius e285 isn’t functioning correctly, what do I do?

My Genius e285 can’t find my network

Note: Make sure the Genius e285 is close to your router.

There are two versions of the Genius e285:

• The e285-BTWifi can connect to only 2.4GHz networks.
• The e285-BTWFHDB can connect to 2.4GHZ and 5GHz networks.

To check which version of the Genius e285 you have, complete the following steps:

1. Use the keypad to press 1, 5, and 9 at the same time.
2. To access the Verifone menu, use the keypad to press 1, 5, and 9 at the same time.
3. Press the Cancel button.
4. Tap System Info.
5. Check the version in the Model Name field.
   a. e285-BTWifi – 2.4GHz only
   b. e285-BTWFHDB – 2.4GHz and 5GHz
6. To return to the home screen, use the keypad to press Cancel, and then tap Run Apps.

If you currently use a 5GHz network and want to set up a 2.4GHz network, contact your network administrator.

My Genius e285 isn’t connecting to the internet

If your Genius e285 isn’t connecting to the internet, complete the following steps:

Step 1. Run a gateway connection test by completing the following steps:
a. From the home screen, use the keypad to press 000.
b. Use the keypad to type the password and then tap OK. The default password is 9416557.
c. Tap Options and then tap Network.
d. Tap Options and then tap Connection Test.
e. Confirm all tests have passed.
– If all the tests have passed and your Genius e285 is still not functioning correctly, contact our Genius Support Team.
– If your Genius e285 is connected to the internet but your Genius e285 is still not functioning correctly, continue to step 2.

Step 2. Check your Genius e285 is connected to your router and that you have a live internet connection.
– If your Genius e285 is connected to the internet but your Genius e285 is still not functioning correctly, continue to step 3.

Step 3. Confirm all necessary ports and hosts are open and available by completing the following steps:
a. Check with your system administrator that the following ports are open:
i. 443: SSL
ii. 8443: HTTPS
iii. 8080: HTTP
b. Check with your system administrator that the following hosts are available:
i. genius.merchantware.net
ii. transport.merchantware.net
iii. logupload.merchantware.net
iv. ps1.merchantware.net
– If any of the ports are not open, ask your system administrator to open the necessary port.
– If any of the hosts are not available, ask your system administrator to add the necessary host address to your hosts file.
– If the ports and hosts are open and available, continue to step 4.

Step 4. Restart your Genius e285 by completing the following steps:
a. Press and hold the Cancel button for 10 seconds.
b. Press and hold the Enter button for four seconds.
– If your Genius e285 still does not connect to the network, continue to step 5.

Step 5. Check that your Genius e285 has an IP address by completing the following steps:
a. From the home screen, use the keypad to press 000.
b. Use the keypad to type the password and then tap OK. The default password is 9416557.
c. Check that there is an IP address in IP address.
– If there is no IP address in IP address, you can set a static IP address.
– If there is an IP address in IP address but your Genius e285 is still not functioning correctly, continue to step 6.

Step 6. If you have tried steps 1 to 5 and your Genius e285 still isn’t functioning correctly, contact our Genius Support Team.

My Genius e285’s hardware isn’t working correctly

If you have issues with your Genius e285’s hardware, see one of the following pages:

• My Genius e285 doesn’t turn on, what do I do?
• My Genius e285 is frozen, what do I do?
• My Genius e285 isn’t accepting contactless payments, what do I do?

Tags: e285, test connection, keypad, not working, troubleshooting, unresponsive, cannot read card, frozen