{"id":327,"date":"2020-11-11T14:58:37","date_gmt":"2020-11-11T14:58:37","guid":{"rendered":"https:\/\/pages.globalpaymentsintegrated.com\/helpcenter2020\/1\/my-genius-handheld-is-not-functioning-correctly-what-do-i-do\/"},"modified":"2025-05-21T09:52:37","modified_gmt":"2025-05-21T09:52:37","slug":"my-genius-handheld-is-not-functioning-correctly-what-do-i-do","status":"publish","type":"post","link":"https:\/\/help.globalpaymentsintegrated.com\/1\/payment-devices\/semi-integrated\/my-genius-handheld-is-not-functioning-correctly-what-do-i-do\/","title":{"rendered":"My Handheld device isn’t functioning correctly, what do I do?"},"content":{"rendered":"

My Handheld isn’t connecting to the internet<\/h3>\n

Step 1. <\/strong>Run a gateway connection test by completing the following steps:<\/p>\n

a. From the home screen, tap \"Icon.<\/p>\n

b. Tap Test<\/strong>.<\/p>\n

c. Confirm that the test shows Network test Pass,<\/strong> and then tap OK<\/strong>.<\/p>\n

\"<\/div>\n

Step 2.<\/strong> Confirm all necessary ports and hosts are open and available by completing the following steps:<\/p>\n

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

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

ii. 8443: HTTPS<\/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. Ps1.merchantware.net<\/p>\n

iv. 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 3<\/strong>.<\/p>\n

Step 3.<\/strong> Restart the Genius application by completing the following steps:<\/p>\n

a. From the home screen, tap \"Icon.<\/p>\n

b. Tap RESTART<\/strong>.<\/p>\n

– If your Handheld still does not connect to the network, continue to step 4<\/strong>.<\/p>\n

\"<\/div>\n

Step 4.<\/strong> Check that your Handheld has an IP address by completing the following steps:<\/p>\n

a. From the home screen, tap \"Icon.<\/p>\n

b. Check there is an IP address in My IP Address<\/strong>.<\/p>\n

– If there is no IP address in My IP address, you can set a static IP address.
\n– If there is an IP address in My IP address but your Genius Handheld is still not functioning correctly, continue to step 5<\/strong>.<\/p>\n

\"<\/div>\n

Step 5.<\/strong> If you have tried steps 1 to 4 and your Handheld still is not functioning correctly, contact our Support Team<\/a>.<\/p>\n

My Handheld\u2019s hardware is not working correctly<\/h3>\n

If you have issues with your Handheld\u2019s hardware, see one of the following pages:<\/p>\n