PED network troubleshooting
Pin Entry Devices (PEDs) can experience network connection issues that can often be resolved quickly and easily on site using these troubleshooting steps.
If your PED has not connected to Wi-Fi previously and is failing to make a connection, we would encourage you to read "Best practice guide for network setup" and share with your IT teams, just to eliminate any firewall concerns which could be blocking connection.
If your PED has connected to Wi-Fi previously, we would encourage you to follow the steps below:
Step 1: Check PED internet connection and strength
The first step is to check the connection of the PED to the internet. Check for the Wi-FI/3G icon in the top right of the PED screen. If this is crossed out, then the device is not connected to the internet.
To check PED internet connection and strength, follow the steps below:
On the PED main screen, select the nine dot quick menu, then select Networks.
Select WIFI Info, and check the Wi-fi is showing as connected and has over 60% connectivity.
📌Note: Anything under 60% can impede the devices’ ability to transact successfully and you will need to contact your IT team for further assistance.
Step 2: Restore connection
If the PED is still not showing as connected and is over 60% strength, then in the first instance please restore the connection. This can be a good way to restore the signal if, for instance, the WIFI connection has temporarily dropped in your area.
To restore the connection, follow the steps below:
On the PED main screen, select the 9-dot quick menu, then select Networks.
Select Restore Connection.
Check if the connection has been restored - see Step 1: Check PED internet connection and strength.
Step 2: Change connection
If restoring the connection has not resolved the issue, then please change the connection to either LAN/Mobile Data (depending on the device model) to test the device on these networks to determine if the issue is linked to the Wi-fi connection.
To change connection, follow the steps below:
On the PED main screen, select the 9-dot quick menu.
Select Networks.
Select Change Connection, then select either LAN/Mobile Data.
📌Note: For our mobile devices, it might ask you for an APN code – this will be mobius.m2m.
Once change connection has been completed, please complete a Handshake via the nine dot quick menu.
If this changed connection is successful, we would urge you to contact your Wi-fi network providers with "Best Practice guide for network setup" and share with your IT teams for review.
Step 4: Connect to a mobile hotspot
If changing the connection has not resolved the issue, you can also connect a device to a mobile hotspot to test the device outside of your property's Wi-Fi or LAN network. Your mobile phone must not be connected to any hotel WIFI networks, and solely using mobile data. Once you have the hotspot on your phone, you can then connect the PED.
To connect the PED to the mobile hotspot, follow the steps below:
On the PED main screen select the 9-dot menu.
Select Networks, then Change Connection.
Select Wi-Fi, then select your Mobile Hotspot and enter the password.
📌Note: Remember that holding down the PED keys will allow you to scroll though the letter options.
Once connected, on the PED main screen select the 9-dot quick menu, then select Networks, and then WIFI Info. Check the Wi-fi is showing as connected and has over 60% connectivity.
📌Note: Anything under 60% can impede the devices’ ability to transact successfully and you will need to contact your IT team for further assistance.
If this connects successfully, then we would urge you reach out to your network provider as the issue seems to be triggered by your property's internal network.
Step 5: Network factory reset
If the device was unable to connect to the mobile hotspot, complete a network factory reset to forget and reset the network connection.
To complete a network factory reset, follow the steps below:
On the PED main screen, select the 9-dot quick menu.
Select Networks.
Select 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 Wi-Fi as if it’s the devices first time doing so.
After completing the above steps
If the machine is still struggling to connect and maintain the signal after doing all these steps, please contact Support. Please provide them with the steps you have completed from the list above and the outcome. This information will help them to rule out specific causes and investigate this further for you.