Your Simplifeye Smile, like any peripheral device, needs to have its own stable connection to the WiFi. If your device loses connection or detects a problem with the network it is currently connected to, it will try to automatically resolve the problem. During this period, you will be unable to process transactions using your device. Instead, you will see a prompt on your device that reads ‘WiFi connection unavailable. Trying to reconnect…’
If this display remains on your screen for an extended period of time, the device may be unable to resolve the problem on its own. In this case, you will need to:
Tap ‘Select WiFi’
Tap ‘Go to WiFi Settings’ on the following screen
This will take you to your device’s WiFi settings, where we will try to resolve the problem manually.
Here we will need to follow different steps based on your specific situation.
If you see ‘Connected’ under your network name:
If you see ‘Connected’ under your network name (along with no other message), then your router is working correctly, but the device is having trouble communicating over the existing connection. There are a few potential steps you can take to resolve this:
Tap the switch in the top-right to turn off the WiFi radio, wait 10 seconds, then turn it back on. Once on, you can tap the back button in the top-left of the screen to return to the application
Switch to a different network altogether. You may follow the steps in this article to guide you through this process
Restart the display. You may follow the first 3 steps in this article to guide you through this process
If you see ‘Obtaining IP Address…’ or ‘Authenticating…’ under your network name:
This means that your Smile device is having trouble establishing a connection with your router. This can happen if too many devices are connected to your router at a time, or if the lease granted by your router to the device has expired. If you have your IT technician available with you (or you are familiar with advanced WiFi settings), then the best steps you can take are:
Tap the gear icon on the right of your network name
Tap the pencil icon in the top left of the subsequent screen
3. Tap ‘Advanced options’ and adjust the IP settings per your router’s configuration
Alternatively, as a temporary measure, you can resolve the problem for the time-being by following one of the options below:
Tap the switch in the top-right to turn off the WiFi radio, wait 10 seconds, then turn it back on. Once on, you can tap the back button in the top-left of the screen to return to the application
Switch to a different network. You may follow the steps in this article to guide you through this process
If you see ‘Connected, no internet…’ under your network name:
This message usually means that your device is connected to your router, but is unable to communicate over the established connection. You may try either of the following to resolve this:
Tap the switch in the top-right to turn off the WiFi radio, wait 10 seconds, then turn it back on. Once on, you can tap the back button in the top-left of the screen to return to the application
Switch to a different network. You may follow the steps in this article to guide you through this process
If neither of the above options work, then you will have to call your IT technician to help configure your device with your router. They will be familiar with this screen and should be able to enter the right settings to configure your device such that you never run into this problem again.
Note that when you’re done resolving your WiFi problem, and you press the back button to return to your Payments Application, your Smile device will re-initialize to ensure that all our connections are working with the current network configuration. Once your logo is on display, you may continue using your Smile to process transactions.