This article is for customers who are using the legacy tablets.
Checking Wi-Fi status - When device is ‘online’
Checking Wi-Fi status is the first check performed when troubleshooting tablet problems. Follow these steps to define the problem.
Step 1: Access the device settings. If the tablet is in the Kiosk mode please refer to Security on Tablets to get out of it.
Check to see if the device is online → 'Green status'. This means the device can see the Tapendium servers and is online.
If the status changes to 'Offline', then the device cannot see the Tapendium servers and further troubleshooting is required.
Refresh the device by clicking on the refresh button to double check the status.
Checking Wi-Fi status - When device is ‘offline’
If the device is Offline, then the device cannot see the Tapendium servers. Hence, further troubleshooting is required.
Step 1: Tap the refresh icon beside the Wi-fi signal and the 'device offline' status to see if the device can see the Wi-fi network and comes back to life.
The colour on the Wi-Fi signal will change depending on the quality of the signal - green, orange and red. If the signal strength is the red area the device may not operate reliably. Your network provider will need to check for black spots in the room.
If you see -127dBm it means there is no WiFi connection.
The user can restart the tablet to solve the issue.
Note: If you are still experiencing problems, proceed to Check Wi-Fi Settings to troubleshoot further.
When device is still offline after refresh
If the device status is still offline then the Wi-fi settings needs to be checked.
Step 1: Check the result from refreshes
The result from the refresh will give you either of the two scenarios
Scenario 1: Device offline, Wi-fi not connected.
If you have refreshed the settings in the previous steps and the device is offline and the wi-fi is not connected, follow these steps.
Step1: Access the Android settings from the hamburger menu.
Step2: Select Connections.
Step3: Check the List of available networks. Click on your network and enter the password.
Step4: Go back to the app to check the device status (should be green) after connecting to Wi-Fi.
Scenario 2: Device offline, Wi-fi connected.
If you have refreshed the settings, connected to the Wi-Fi from the Android settings in the previous steps and the device is still offline, follow these steps.
Step1: Access the Wi-fi settings window and check if the device is connected to the right network
If it's the right network and still the device is offline, this might indicate a network issue. In this case, try rebooting the device (press and hold the power button). If the problem persists contact your network provider to check settings and network operations.
If it's the wrong network, you can tap on the correct network to configure and connect.
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