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Troubleshooting Your Wi-Fi Connection

The system works best with a Wi-Fi connection in your store.  We highly recommend that you use a Wi-Fi connection dedicated only for business, and that you ensure your connection is configured for privacy.  Your wireless router manufacturer should have provided instructions for ensuring appropriate set-up.

Having trouble connecting to Wi-Fi?

First, ensure the security protocols for your router are set to WPA or WPA2.  You cannot use the older WEP or WAP formats.

Next, verify that you can find your wireless network:

From a PC or laptop:

  • Your PC or laptop should display a list of all available local wireless networks.

  • Find the name of your wireless network and select it to connect.

  • If your wireless network doesn’t appear after several minutes, verify that you are in range of your router or modem by moving closer to the device.

  • If your network still doesn’t appear, disable and re-enable your wireless network adapter:

    • Look for your laptop or MacBook's Network Adapter on/off switch and switch it to off, wait a few seconds and turn it back on.

    • If you can't find the switch or are using a PC, go to the Windows device manager, and turn the wireless network adapter off then turn it back on.

If your wireless network still doesn’t appear, it could be that your wireless router is configured to not broadcast a network name.  If so, follow the directions provided by your laptop or PC for manually adding a network to your list of preferred networks.

From an iOS device:

  • Tap on Settings > Wi-Fi to ensure that Wi-Fi is ON.

  • Under Choose a Network..., find the name of your wireless network and select it to connect.

  • If your wireless network doesn’t appear after several minutes, verify that you are in range of your router or modem by moving closer to the device.

  • If your network still does not appear on the list, try turning the Wi-Fi off and back on by touching the blue ON button to turn it off, and then touch the gray OFF button to turn it back ON.

Still can’t connect to a Wi-Fi network?

  1. Verify that you’ve entered your Wi-Fi password correctly.

If you can see the name of your wireless network on your list of available networks but are having trouble connecting, make sure that you entered your password correctly.  Most passwords are lengthy and a combination of uppercase letters, lowercase letters, numbers, and symbols.

  1. Try connecting to the Wi-Fi network with another device.

If you are still having trouble, try connecting another device, such as a smart phone, tablet, or laptop, using the same password.  If the second device won’t connect, check that your Wi-Fi network is working properly and that your password is correct.

  1. Verify that your Wi-Fi network modem and wireless router are working correctly.

    • Verify that the power cord is connected and that all the device indicator lights on your wireless router and/or your modem are on as illustrated in the manufacturer’s documentation.

    • If the indicator lights are not on or not blinking properly, you may have to reset your wireless router and/or modem as instructed in the manufacturer’s documentation.

I forgot my password for the router, now what?

Reset your Wi-Fi password by connecting your computer directly to your wireless router and using your wireless router’s "Web User Interface" as instructed in the manufacturer’s documentation.  Follow the instructions from the manufacturer for resetting the password.

Customer Support Article

Troubleshooting Your Wi-Fi Connection

  • October 30, 2013
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Summary

Troubleshooting Your Wi-Fi Connection

Description

Troubleshooting Your Wi-Fi Connection

The system works best with a Wi-Fi connection in your store.  We highly recommend that you use a Wi-Fi connection dedicated only for business, and that you ensure your connection is configured for privacy.  Your wireless router manufacturer should have provided instructions for ensuring appropriate set-up.

Having trouble connecting to Wi-Fi?

First, ensure the security protocols for your router are set to WPA or WPA2.  You cannot use the older WEP or WAP formats.

Next, verify that you can find your wireless network:

From a PC or laptop:

  • Your PC or laptop should display a list of all available local wireless networks.

  • Find the name of your wireless network and select it to connect.

  • If your wireless network doesn’t appear after several minutes, verify that you are in range of your router or modem by moving closer to the device.

  • If your network still doesn’t appear, disable and re-enable your wireless network adapter:

    • Look for your laptop or MacBook's Network Adapter on/off switch and switch it to off, wait a few seconds and turn it back on.

    • If you can't find the switch or are using a PC, go to the Windows device manager, and turn the wireless network adapter off then turn it back on.

If your wireless network still doesn’t appear, it could be that your wireless router is configured to not broadcast a network name.  If so, follow the directions provided by your laptop or PC for manually adding a network to your list of preferred networks.

From an iOS device:

  • Tap on Settings > Wi-Fi to ensure that Wi-Fi is ON.

  • Under Choose a Network..., find the name of your wireless network and select it to connect.

  • If your wireless network doesn’t appear after several minutes, verify that you are in range of your router or modem by moving closer to the device.

  • If your network still does not appear on the list, try turning the Wi-Fi off and back on by touching the blue ON button to turn it off, and then touch the gray OFF button to turn it back ON.

Still can’t connect to a Wi-Fi network?

  1. Verify that you’ve entered your Wi-Fi password correctly.

If you can see the name of your wireless network on your list of available networks but are having trouble connecting, make sure that you entered your password correctly.  Most passwords are lengthy and a combination of uppercase letters, lowercase letters, numbers, and symbols.

  1. Try connecting to the Wi-Fi network with another device.

If you are still having trouble, try connecting another device, such as a smart phone, tablet, or laptop, using the same password.  If the second device won’t connect, check that your Wi-Fi network is working properly and that your password is correct.

  1. Verify that your Wi-Fi network modem and wireless router are working correctly.

    • Verify that the power cord is connected and that all the device indicator lights on your wireless router and/or your modem are on as illustrated in the manufacturer’s documentation.

    • If the indicator lights are not on or not blinking properly, you may have to reset your wireless router and/or modem as instructed in the manufacturer’s documentation.

I forgot my password for the router, now what?

Reset your Wi-Fi password by connecting your computer directly to your wireless router and using your wireless router’s "Web User Interface" as instructed in the manufacturer’s documentation.  Follow the instructions from the manufacturer for resetting the password.

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