Troubleshoot Wi-Fi Connection Issues and Solutions

Introduction

In this article, you will learn how to maintain your Wi-Fi connectivity as well give you solutions on how to keep a stable connection.

Step | 1

Verify the Wi-Fi functionality on the EnSURE™ Touch is working.
1. From the Home Screen, swipe from the top of the screen to the bottom at open the quick access menu.

 

         

2. Tap the Wi-Fi button to access the Wi-Fi network menu.  If you do not see the Wi-Fi button, tap the quick access options button at the top right of the screen to toggle the options displayed, then tap the Wi-Fi button.
         

3. If the Wi-Fi on/off toggle at the top right of the Wi-Fi menu is in the off position, tap the toggle to turn the Wi-Fi on.

4. If the on/off toggle does not stay in the on position, reboot the EnSURE Touch.  Power down the EnSURE Touch by holding the power button until the power options menu is displayed.

5. Tap the Power Off option. Wait for the EnSURE Touch to shut down, then press the power button again to turn the EnSURE Touch on.  After rebooting, repeat steps 1 through 3.

6. If the problem persists after a reboot, you will need to replace the EnSURE Touch.

Step | 2

Verify the network is not hidden and verify the range and frequency of your Wi-Fi network.
Required: A smartphone or mobile device with Wi-Fi capabilities.

Verify the Wi-Fi network is visible.
1. Access the Wi-Fi network settings on your smartphone.
2. Locate the network on the list of available networks.
3. Connect to the network and test your connection.
4. If the network is not visible, contact your Information Technology Administrator to determine if the access point is within range of your location or if the network is hidden.
5. If the network is hidden, obtain the appropriate login information for your Information Technology Administrator.

Step | 3

Connecting to a hidden network  with your EnSURE Touch

1. On the Home Screen of the EnSURE Touch, swipe from the top of the screen to the bottom at access to the quick access menu.

         

2. Tap the Wi-Fi button to access the Wi-Fi network menu.  If you do not see the Wi-Fi button, tap the quick access options button at the top right of the screen to toggle the options displayed, then tap the Wi-Fi button.

         

3. If the Wi-Fi on/off toggle at the top right of the Wi-Fi menu is in the off position, tap the toggle to turn the Wi-Fi on.

4. Tap the + button at the bottom right of the screen to add the hidden network.

5. Enter login information provided by your administrator and tap save.

Step | 4

Forgetting a known Wi-Fi network on the instrument and reconnecting to get a fresh IP address.
1. From the Home Screen, swipe from the top of the screen to the bottom to open the quick access menu.

           

2. Tap the Wi-Fi button to access the Wi-Fi network menu.  If you do not see the Wi-Fi button, tap the quick access options button at the top right of the screen to toggle the options displayed, then tap the Wi-Fi button.

         

3. If Wi-Fi is not enabled, tap the on/off toggle at the top right of the Wi-Fi menu to turn the Wi-Fi on.

4. Tap the name of the saved network from the list of available networks.

5. Tap the Forget button on the bottom right of the pop-up menu.

6. Tap the name of the network that you want to connect to from the list of available networks.

7. Enter the password for the network, then tap the connect button at the bottom right of the pop-up menu.

Step | 5 

Restarting Wi-Fi or the EnSURE Touch to obtain a new IP address.
1. From the Home Screen, swipe from the top of the screen to the bottom at open the quick access menu.

         

2. Tap the Wi-Fi button to access the Wi-Fi network menu.  If you do not see the Wi-Fi button, tap the quick access options button at the top right of the screen to toggle the options displayed, then tap the Wi-Fi button.

           

3. If connection issues persist, power down the EnSURE Touch by holding the power button until the power options menu is displayed.

4. Tap the Power Off option. Wait for the EnSURE Touch to shut down, then press the power button again to turn the EnSURE Touch on and try to connect to your WiFi this

should trigger the connection to apply a new IP address to the unit.

 

If you still need help please contact tech support by clicking on the icon.

 

 

 


Connecting to Wi-Fi

Note

You can change the Wi-Fi settings from just about any screen on the device using the Notification area method. This can be especially useful when you need to change Wi-Fi settings before signing into your device. Only 2.4 GHz wireless networks are supported. We currently do not support 5.0 GHz so these networks will not show up in the wireless list.

It is always important to keep your EnSURE Touch connected to Wi-Fi. It ensures the device can sync results to SureTrend Cloud, minimizing the risks of data loss and enables you to keep your device up to date. We recommend you check for updates at least once a month. Click here to see how. While results on your device will be synced automatically to SureTrend Cloud other programming data such plans, locations, and user info will only sync by manually performing a sync using the Sync button on your EnSURE Touch’s home screen.   

Captive Portal

Some WiFi access points require you to enter information in the browser when connecting (e.g. hotels). We do not currently support this method of connecting due to security risks to the EnSURE Touch.

RADIUS Authentication

Some corporate networks utilize RADIUS authentication. This method authenticates users against directory services such as Microsoft’s Active Directory. It eliminates the need for a shared password. Users will be required to enter corporate login credentials (such as the username and password used to login to their computers) to authenticate. Whenever users change their password they will also need to re-authenticate on the EnSURE Touch by entering their new credentials there as well.

Using Hotspots for Connectivity

If you require immediate network connectivity and do not have a wireless network to connect to you can use the Hotspot feature on your phone (if available with your phone plan and device) or use a Windows 10 machine with wireless capabilities. To use your PC as a mobile hotspot follow these instructions from Microsoft.


There are two ways to connect to Wi-Fi on the instrument:

  1. Using the Settings button on the Home screen
  2. Using the pull down Notification area

 

From the Settings button on the Home screen

Step One

Click to enlarge

From the Home screen select the Settings icon.
Step Two
Click to enlarge Select the Wi-Fi menu option.
Step Three
Click to enlarge Turn on Wi-Fi if it is off. Select the wireless network to connect to. If you cannot find the wireless network to connect to in the list touch the Add (+) icon to manually add it.

When connecting to a network you may choose from common authentication methods like WEP or WPA2. Your IT team will know which protocol to select if you are unfamiliar with these terms.

 

From the Notification area

Step One

Click to enlarge

Swipe down from the top of the screen.
Step Two
Click to enlarge Press the Menu Option button in the upper right corner of the screen.
Step Three
Click to enlarge Select the Wi-Fi icon.
Step Four
Click to enlarge Turn on Wi-Fi if it is off. Select the wireless network to connect to. If you cannot find the wireless network to connect to in the list touch the Add (+) icon to manually add it.

When connecting to a network you may choose from common authentication methods like WEP or WPA2. Your IT team will know which protocol to select if you are unfamiliar with these terms.