Guestpay PEDs - Network Troubleshooting

Thank you for taking the time to reach out to support. We are sorry to hear that the Network is proving troublesome – we do have some handy tips below which can help to rectify this:

1 – If you have connected to WIFI before, please skip down to points 2 and follow as needed. However, if you have not connected to WIFI before and the device is struggling to get connection, we would encourage you to read this document here and share with your IT teams, just to eliminate any firewall concerns which could be blocking connection. 

2 – Can we please ask you to check the icons displaying in the top right-hand corner of the device. Is the PED showing a valid connection to the internet on the status bar? (WIFI/3G)  

Furthermore, can we check what the signal strength of the device is currently sitting at? You can check this by going to the 9-dot menu > Networks > WIFI Info. Anything under 60% can impede the devices’ ability to transact successfully.

3– In the first instance, can we please ask you to do a ‘restore connection’ – this can be found in the 9-dot menu > Networks > Restore Connection. This can be a good way to restore the signal, if in the instance the WIFI connection has temporarily dropped in your area.

4 – In the event that this does not work, please can you try to change connection to either LAN/Mobile Data (depending on the device model) and do a handshake to establish if this has been successful. For our mobile devices, it might ask you for an APN code – this will be mobius.m2m. Changing Connectivity can be done by going to the 9-dot menu > Networks > Change Connection. Following this, you can do a handshake by going to the same menu but selecting ‘Handshake’ on the left-hand side. If this is successful, we would urge you to contact your Network providers with the attached guide from point 1.

5 – You can also connect a device to a mobile hotspot. Your phone will need to not be connected to any hotel WIFI networks and solely using mobile data.  Once you have the hotspot on your phone you can connect the PED to it from the 9-dot menu > Networks > Settings > Change Connection and change the WIFI connection to the name of the hotspot you have created on your phone.  If this connects successfully, then we would urge you reach out to your network provider as the issue seems to be triggered by your properties internal network.

6 – Finally, you can do a Network Factory Reset by going to the 9 Dot Menu > Networks > Factory Reset. This will restart the device and scan for networks automatically once its restarted. This will forget its previous connections and allow you to connect to the WIFI as if it’s the devices first time doing so.

If the machine is still struggling to connect and maintain the signal after doing all these steps, please do let us know and we can arrange for the device to be looked at remotely by our contacts at Trust Payments.