Checking Internet Connection
If your Pip devices or kiosks are frequently throwing a "store network error" alert, it is usually due to loss of internet WiFi connectivity at your store, please follow the steps below to diagnose and resolve the issue.
STORES USING A TANGERPAY SUPPLIED WIFI ACCESS POINT
Please follow the steps in the order given below if you have any of the following Tangerpay supplied WiFi Access Points ( TP-LINK WR941HD, NETGEAR OR UNIFI AP-LR) installed at your site.
.1Check Internet Connection:The first test you need to perform is to confirm that you have a valid and working internet connection in your store:
.aConnect to ANY WiFi network in your store that is broadcasted by internet modem.
.bConfirm you can successfully connect to this network and that you can browse the internet after you HAVE connected.
.cIf this steps fails, please speak with your ISP (Internet Service Provider) to have your internet connection checked.
.2Check Network Wiring: Sites with UNIFI AP-LR
.aCheck that you have a network cable running from the ethernet port of the Unifi AP back to the PoE (power over ethernet) port of the Unifi PoE power adaptor (see picture of the Unifi power adaptor above).
.bCheck that you have a network cable running between the LAN port of the PoE power adaptor to a LAN port of your main internet modem.
.cPower recycle the UniFi AP by turning off the power to the PoE adaptor and turning it back on again.Sites with TP-LINK AP
.dCheck that there is a cable connected between the BLUE (internet) port of the AP and an available LAN port on your modem modem router (note: it has to be connected to a LAN port of your main modem router and not its WAN or ADSL port).
.eCheck that the "RE" LED on the front panel of the AP is NOT lit up. If it is lit up, it indicates that the AP has been accidentally switched from Access Point mode to Range Extender mode. This can happen if someone accidentally presses the Range Extender button at the front top middle of the AP. If your AP is operating in RE mode it cannot be switched back to Access Point mode by pressing the button again. It will need someone to login to the AP using their laptop and reset mode back to Access Point. Please contact Tangerpay for details of how to do this.
.3Check Power:Check that your Access Point (AP) is powered on. This will be indicated by the LED light on the AP being lit up. If the AP is not lit up check the power cable to the AP and ensure it is powered on.
.4Check WiFi Network PAYPONT2:Check that a WIFI network named "PAYPONT2" is visible in your store. Connect to this network using password "epaylaundry2" (some stores may instead have "PAYPONT1" network with password "epaylaundry1"). Check that you are able to connect to the network and browse the internet successfully eg. browse www.theage.com.au . If your connection was allowed but you cannot browse the internet, it means your main modem router (which has the external connection to the internet) is not providing a connection to the internet to the AP. To confirm whether or not your router has a connection to the internet, please connect to a WiFI network that exists on your main modem router and check if you can browse the internet. If you cannot browse the internet, please reboot the modem to see if it clears the problem or speak with your ISP to have it looked into.If your connection is not allowed ("cannot connect to network") it may be because the AP or your internet modem is not operating correctly and needs to be power recycled (please do that), or because your IT provider has implemented a MAC white list to restrict access to the network (please check with your IT provider in case they have done that).
.5If all of the tests above have passed successfully but your machine is still showing disconnected on your payment page, please restart the machine and wait 5 minutes for it to connect before trying again.
.6If the machine has still not connected, please get your laundry technician (or DIY if you maintain your own machines) to access the coin mech. area of the laundry machine and locate the Tangerpay Pip device (see picture below). If you have a Pip generation 1 device from Tangerpay, it will not have any LED on its top. On these devices, please open the top cover of the device very gently by inserting a small flat tip screw driver and inspect the LED on the chip inside. If the LED light is lit, please take a short video of it and email it to service@tangerpay.com for investigation. If LED is not lit at all, it indicates a power failure. Please check the RED and BLACK cable to the Tangerpay device very carefully for any loose or broken contacts. If you cannot get the device to power up at all, please contact us to get a replacement Pip device organised for your store.
.7If all of the above steps have been successful and did not reveal any issues, then it is possible that your site is experiencing frequent internet dropouts outside of your store at the ISP level. To confirm the extent of this problem please run the listed steps in Network Ping Tests put together by us.
STORES USING A TANGERPAY SUPPLIED TP-LINK 4G ROUTER WITH SIM CARD
Please follow the steps in the order given below if you have a Tangerpay supplied TP-LINK MR6400 4G router which looks as in the picture below.
.1Check that the 4G Router is powered on.
.2Check that the network signal bars on the front of the router are lit up and you have at least 2-3 bars of signal strength from your phone provider.
.3Check that a WIFI network named "PAYPONT1" is visible in your store. Connect to this network using password "epaylaundry1". Check that you can connect to the network and browse the internet successfully eg. browse www.theage.com.au .If your connection is allowed but you cannot browse the internet, it means your SIM card is not providing a connection to the internet. Please check your SIM data plan and speak with your phone provider to have it rectified.If your connection is not allowed ("cannot connect to network") it may be because the router is not operating correctly and needs to be power recycled. I can also be that your IT provider may have implemented a MAC white list to restrict access to the network.
.4If all the tests above have passed successfully but your machine is still showing disconnected on your payment page, please restart the machine and wait 5 minutes for it to connect before trying again.
.5If the machine has still not connected, please get your laundry technician (or DIY if you maintain your own machines) to access the coin mech. area of the laundry machine and locate the Tangerpay Pip device (see picture below). If you have a Pip generation 1 device from Tangerpay , it will not have any LED on its top. On these devices, please open the top cover of the device very gently by inserting a small flat tip screw driver and inspect the LED on the chip inside. If the LED light is lit, please take a short video of it and email it to service@tangerpay.com for investigation. If LED is not lit at all, it indicates a power failure. Please check the RED and BLACK cable to the Tangerpay device very carefully for any loose or broken contacts.If you cannot get the device to power up at all, please contact us to get a replacement Pip device organised for your store.
.6If all of the above steps have been successful and did not reveal any issues, then it is possible that your site is experiencing frequent internet dropouts outside of your store at the ISP level. To confirm the extent of this problem please run the listed steps in Network Ping Tests put together by us.
STORES NOT USING TANGERPAY SUPPLIED NETWORK EQUIPMENT
Please follow the steps in the order given below if you are using BYO network gear and do not have any Tangerpay supplied Access Points or Routers:
.1Check that your modem Router is powered on. Check that you can connect to a WiFI network on your modem router and browse the internet eg www.theage.com.au .
.2Check that a WIFI network named "PAYPONT1" is visible in your store. Connect to this network using password "epaylaundry1". Check that you are able to connect to the network and browse the internet successfully eg. browse www.theage.com.au .If your connection is allowed but you cannot browse the internet, it means your router is not providing a connection to the internet. Please check your internet connection and speak with your ISP to have it rectified.If your connection is not allowed ("cannot connect to network") it may be because the router is not operating correctly and needs to be power recycled, or because your IT provider has implemented a MAC white list to restrict access to the network.
.3If all of the tests above have passed successfully but your machine is still showing disconnected on your payment page, please restart the machine and wait 5 minutes for it to connect before trying again.
.4If the machine has still not connected, please get your laundry technician (or DIY if you maintain your own machines) to access the coin mech. area of the laundry machine and locate the Tangerpay Pip device (see picture below). If you have a Pip generation 1 device from Tangerpay, it will not have any LED on its top. On these devices, please open the top cover of the device very gently by inserting a small flat tip screw driver and inspect the LED on the chip inside. If the LED light is lit, please take a short video of it and email it to us for investigation. If LED is not lit at all, it indicates a power failure. Please check the RED and BLACK cable to the Tangerpay device very carefully for any loose or broken contacts.If you cannot get the device to power up at all, please contact us to get a replacement Pip device organised for your store.
.5If all of the above steps have been successful and did not reveal any issues, then it is possible that your site is experiencing frequent internet dropouts outside of your store at the ISP level. To confirm the extent of this problem please run the listed steps in Network Ping Tests put together by us.
PICTURE OF THE TANGERPAY PIP DEVICE (SERIES 3 ONWARDS)
