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My Genius Handheld is not functioning correctly, what do I do?

My Genius Handheld is not connecting to the internet

If your Genius Handheld is not 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, tap Icon to access the Admin screen..
    b. Tap Test.
    c. Confirm that the test shows Network test Pass and then tap OK.

 network test passed

Step 2. 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
    b. Check with your system administrator that the following hosts are available:
        i. genius.merchantware.net
        ii. transport.merchantware.net
        iii. Ps1.merchantware.net
        iv. 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 3.
Step 3. Restart the Genius application by completing the following steps:
    a. From the home screen, tap Icon to access the Admin screen..
    b. Tap Restart.
– If your Genius Handheld still does not connect to the network, continue to step 4.

 Tap Restart.

Step 4. Check that your Genius Handheld has an IP address by completing the following steps:
    a. From the home screen, tap Icon to access the Admin screen..
    b. Your IP address displays in My IP Address.
– If there is no IP address in My IP address, you can set a static IP address.
– If there is an IP address in My IP address but your Genius Handheld is still not functioning correctly, continue to step 5.

 View My IP address on Admin screen.

Step 5. If you have tried steps 1 to 4 and your Genius Handheld still is not functioning correctly, contact our Genius Support Team.

My Genius Handheld’s hardware is not working correctly

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

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