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My Genius Countertop is not functioning correctly. What do I do?

My Genius Countertop is not connecting to the internet

If your Genius Countertop is not connecting to the internet, complete the following steps:
Step 1. Run a gateway connection test:
a. From the home screen, use the keypad to press 000.
b. Use the keypad to type the password and then press Enter. The default password is 9416557.
c. Tap Network.
d. Tap Test.
e. Confirm all tests have Passed.
– If all the tests have Passed and your Genius Countertop is still not functioning correctly, contact our Genius Support Team.
– If your Genius Countertop is connected to the internet but the device is still not functioning correctly, continue to step 3.
Step 2. Check your Genius Countertop is connected to your router and that you have a live internet connection.
– If your Genius Countertop is connected to the internet but the device is still not functioning correctly, continue to step 3.
Step 3. Confirm all necessary ports and hosts are open and available:
a. Check with your system administrator that the following ports are open:
i. 443: SSL
ii. 7622: SFTP (via SSH)
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
v. s01.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 Countertop:
a. Remove the AC power cable from your Genius Countertop for at least 30 seconds.
b. Plug the AC power cable back into your Genius Countertop.
– If your Genius Countertop still does not connect to the network, continue to step 5.
Step 5. Check that your Genius Countertop has an IP address:
a. From the home screen, use the keypad to type 000.
b. Use the keypad to type the password and then press Enter. 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 address in IP address  but your Genius Countertop is still not functioning correctly, continue to step 6.
Step 6. If you have tried steps 1 to 5 and your Genius Countertop still is not functioning correctly, contact our Genius Support Team.

My Genius Countertop’s hardware is not working correctly

If you have issues with your Genius Countertop’s hardware, visit the following pages:

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