{"id":258,"date":"2019-07-30T14:27:01","date_gmt":"2019-07-30T14:27:01","guid":{"rendered":"https:\/\/pages.globalpaymentsintegrated.com\/helpcenter2020\/1\/my-genius-device-is-not-functioning-correctly-what-do-i-do\/"},"modified":"2025-05-21T08:16:50","modified_gmt":"2025-05-21T08:16:50","slug":"my-genius-device-is-not-functioning-correctly-what-do-i-do","status":"publish","type":"post","link":"https:\/\/help.globalpaymentsintegrated.com\/1\/payment-devices\/semi-integrated\/countertop\/my-genius-device-is-not-functioning-correctly-what-do-i-do\/","title":{"rendered":"My Countertop device is not functioning correctly. What do I do?"},"content":{"rendered":"

My Genius Countertop is not connecting to the internet<\/h2>\n

If your Genius Countertop is not connecting to the internet, complete the following steps:<\/p>\n

Step 1. Run a gateway connection test<\/strong><\/h3>\n

a. From the home screen, use the keypad to press 000<\/strong>.<\/p>\n

b. Use the keypad to enter the password, and then press the<\/span> Enter <\/b>key. The default password is <\/span>9416557<\/b>.<\/span><\/p>\n

c. Tap<\/span> Options<\/b>, and then tap <\/span>Network<\/b>.<\/span><\/p>\n

d.\u00a0Tap <\/span>Options<\/b>, and then tap <\/span>Connection Test<\/b>.<\/span><\/p>\n

e. Check that all the tests have passed.<\/p>\n

– If all the tests have passed and your Genius Countertop is still not functioning correctly, contact our Support Team<\/a>.
\n– If your Genius Countertop is connected to the internet but the device is still not functioning correctly, continue to step 2.<\/p>\n

Step 2. Check that your Genius Countertop is connected to your router and that you have a live internet connection<\/strong><\/h3>\n

– If your Genius Countertop is connected to the internet but the device is still not functioning correctly, continue to step 3.<\/p>\n

Step 3. Confirm that all necessary ports and hosts are open and available<\/strong><\/h3>\n

a. Check with your system administrator that the following ports are open:<\/p>\n

i. 443: SSL<\/p>\n

ii. 7622: SFTP (via SSH)<\/p>\n

b. Check with your system administrator that the following hosts are available:<\/p>\n

i. genius.merchantware.net<\/p>\n

ii. transport.merchantware.net<\/p>\n

iii. logupload.merchantware.net<\/p>\n

iv. ps1.merchantware.net<\/p>\n

v. s01.merchantware.net<\/p>\n

– If any of the ports are not open, ask your system administrator to open the necessary port.
\n– If any of the hosts are not available, ask your system administrator to add the necessary host address to your hosts file.
\n– If the ports and hosts are open and available, continue to step 4.<\/p>\n

Step 4. Restart your Genius Countertop<\/strong><\/h3>\n

a. Remove the AC power cable from your Genius Countertop for at least 30 seconds.<\/p>\n

b. Plug the AC power cable back into your Genius Countertop.<\/p>\n

– If your Genius Countertop still does not connect to the network, continue to step 5.<\/p>\n

Step 5. Check that your Genius Countertop has an IP address<\/strong><\/h3>\n

a. From the home screen, use the keypad to press 000<\/strong>.<\/p>\n

b. Use the keypad to enter the password. The default passcode is <\/span>9416557<\/b>.<\/span><\/p>\n

c. Tap <\/span>OK<\/b>.<\/span><\/p>\n

d. Check that there is an IP address next to the <\/span>IP Address<\/b> field.<\/span><\/p>\n

– If there is no IP address next to the <\/span>IP Address<\/b> field<\/span>\u00a0<\/strong>, you can set a static IP address<\/a>.
\n– If there is an address in next to the <\/span>IP Address<\/b> field<\/span> but your Genius Countertop is still not functioning correctly, continue to step 6.<\/p>\n

Step 6. Contact our Support Team<\/strong><\/h3>\n

If you have tried steps 1 to 5 and your Genius Countertop still is not functioning correctly, contact our Support Team<\/a>.<\/p>\n

My Genius Countertop’s hardware is not working correctly<\/h2>\n

If you have issues with your Genius Countertop’s hardware, try the following pages:<\/p>\n