Reset network settings on your kiosk

If you are experiencing any of the issues listed in this article, you can try resetting your kiosk's network settings to resolve the issue.

Common issues that may require a network reset

The following issues may be resolved by resetting your kiosk's network settings.

• The iPad's connection to your Wi-Fi is not stable.
• You see the error message, "Unable to complete your request at this time. Please try again later."
• After you scan an ID, the process gets stuck and does not move to the next screen.
• When using touchless sign-in, the visitor scans the QR code but is not taken to the "Welcome" screen on their mobile device.

Check if the iPad is connected to your network

Before you reset the network settings, check whether the iPad is connected to your network. 

On the "Welcome" screen in the VisitorOS app, look in the bottom-left corner:

• If you see a green dot, the iPad is connected, and you can proceed to Reset network settings.
• If you see a red dot, follow the steps in Check whether your connection is turned on. If the issue persists, then try resetting your network settings.

Check whether your connection is turned on

1. On the iPad, quit the VisitorOS app. For more information, see Apple’s article Quit and reopen an app on iPad.

   Note:

   If Guided Access is turned on, end the Guided Access session before you continue. For more information, see Apple’s article Lock iPad to one app with Guided Access.

2. Open the Settings app.
3. Confirm Airplane Mode is turned off.
4. If you use a Wi-Fi network, tap Wi-Fi. Then confirm it is turned on and the iPad is connected to the correct network.

5. If you use a cellular network, tap Cellular. Then confirm it is turned on.

   Important:

   Check whether your carrier has an outage in your area:

   • Verizon network status

   • Rogers network status

   If you use another carrier, check their website.

Reset network settings

If your iPad is showing that it is connected to your network but you are still experiencing issues, try resetting the network. Follow the steps based on whether the iPad uses Wi-Fi or a cellular network.

Wi-Fi iPads

Before you start, make sure you know the iPad's passcode.

1. Open the Settings app.
2. Tap General.
3. Tap Transfer or Reset iPad.
4. Tap Reset.
5. Tap Reset Network Settings.
6. Enter the iPad passcode, then tap Reset.
7. After the iPad restarts, connect the iPad to your network. For more information, see Apple's article Connect iPad to the internet.

Cellular iPads

Before your start, make sure you have the key that unlocks the case the iPad is in. If you do not have the key, you can purchase one from the FacilityOS store.

1. Use the key to open the iPad case.
2. Remove the SIM tray from the iPad. For more information, see Apple's article Remove or switch the SIM card in your iPad.
3. Reinsert the SIM tray.
4. On the iPad, open the Settings app.
5. Tap General.
6. Tap Shutdown, then use the slider to power off the device.
7. Press and hold the power button to turn the iPad back on. If you see three or more bars in the upper-right corner, the iPad is connected to the cellular network.