My device isn’t connecting to the internet
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 your device is connected to the internet but your device is still not functioning correctly, continue to step 2.
Step 2. Check your device is connected to your router and that you have a live internet connection.
– If your device is connected to the internet but your device 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 device by completing the following steps:
a. Press and hold Cancel for six seconds.
b. Press and hold Enter for two seconds.
– If your device still does not connect to the network, continue to step 5.
Step 5. Check that your device 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 the IP address field.
– If there is no IP address in the IP address field, you can set a static IP address.
– If there is an IP address in the IP address field but your device is still not functioning correctly, continue to step 6.
Step 6. If you have tried steps 1 to 5 and your device still isn’t functioning correctly, contact our Genius Support Team.
My device’s hardware isn’t working correctly
If you have issues with your device’s hardware, go to one of the following pages:
Let us know if this answered your question. If not, please let us know why!
Tags: keypad, not working, troubleshooting, unresponsive, cannot read card, frozen, v400m, test connection