Troubleshoot internet connection issues on your iPad

Check if your iPad is connected to the internet

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

• If you see a green dot, your iPad is connected to the internet. To resolve your issue, reset the iPad's network settings. To learn how, see Reset network settings.
• If you see a red or yellow dot, your iPad may not be connected to the internet. Check your iPad's Wi-Fi or Cellular settings to resolve your issue before trying to reset its network settings:
  • If you are using an iPad with your Wi-Fi network, see Check Wi-Fi settings.
  • If you are using an iPad with cellular data, see Check cellular data settings.

Check Wi-Fi settings

If your iPad connects to the internet through your Wi-Fi network, check that the connection is set up correctly.

1. On the iPad, quit the VisitorOS app. To learn how, see Apple's article Quit and reopen an app on iPad.
2. Open the Settings app.
3. Make sure that Airplane Mode is turned off.
4. Tap Wi-Fi.
5. Make sure that Wi-Fi is turned on and that the iPad is connected to a network.
6. If you need to connect to a network, tap its name, then enter the password.

Check cellular data settings

If your iPad connects to the internet through its cellular network, check that the connection is set up correctly.

1. On the iPad, quit the VisitorOS app. To learn how, see Apple's article Quit and reopen an app on iPad.
2. Open the Settings app.
3. Make sure that Airplane Mode is turned off.
4. Tap Cellular Data, then make sure that "Cellular Data" is turned on.

5. Tap Cellular Data Options.

   Important:

   If you purchased your own cellular data plan, your carrier might charge extra fees when data roaming is on. To avoid unexpected charges, keep the "Data Roaming" setting off and check with your carrier for more information.

6. If you are in the United States and received an iPad with cellular data from FacilityOS, make sure Data Roaming is turned on. If you purchased your own cellular data plan, turn on Data Roaming only if you understand and accept any potential fees.

Try to reconnect to your cellular network

If your cellular data settings are correct and you are still not connected, you can try to reconnect by turning Airplane Mode on, then off.

1. Open the Settings app.
2. Turn on Airplane Mode for at least 30 seconds.
3. Turn off Airplane Mode.

Check the network status of your carrier

Your carrier may be experiencing an outage that is preventing your iPad from connecting to the internet. Check your carrier's network status:

• Verizon network status
• Telus network status

If you use another carrier, check their website.

Reset network settings

If you have checked that the iPad is connected to the internet but are still experiencing issues, reset its network settings.

1. On the iPad, quit the VisitorOS app. To learn how, see Apple's article Quit and reopen an app on iPad.
2. Open the Settings app.
3. Tap General.
4. Tap Transfer or Reset iPad.
5. Tap Reset.
6. Tap Reset Network Settings.
7. Enter the iPad's passcode, then tap Reset.

Next steps after resetting network settings

You will need to reconnect the iPad to the internet and make sure that it is set up properly after a network reset.

• If you are using an iPad with your Wi-Fi network, see Check Wi-Fi settings.
• If you are using an iPad with cellular data, see Check cellular data settings.