Troubleshooting AirVend Internet
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Identifying Connection Problems

You first need to identify how your AirVend is connected. There are a few ways to do this, the first is by looking in the upper, right corner.

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The top, right section gives you the following information:

AirVend Version - the software version that the device is on.

Network Connection Type - the network to which the AirVend is connected. This can range from WIFI, to 1xRTT (2G cell connection), EVDO-A (3G Cell connection) and Eth (Ethernet connection).

Cell Signal Strength - the cell signal strength, regardless of type of connection. It will still show the signal strength even if the device is on Ethernet. The only time the cell strength will not display is when the modem is not running or is defective.

The second way of identifying connection problems is through AV live. This will give you an idea of what was happening with the AirVend device when it talked with the server. The server and AirVend will try and ping or talk every 30 minutes.

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From the companies Machine Manger:

  • Check the box next to machine name that you are working on.
  • Click the Action button in the top, right corner.
  • Select Go To > Support Page.

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The Support Page will have information about the machine. If you look at the table, you will see the columns with some of the same information. You can see the Network the AV is connected to and the Signal strength, the time and the MDB. MDB can indicate communication problems with the vending machine. Click here for signal strength definitions.

In addition, some of the lines may be red or blue. Red means that a ping was missed indicating a possible problem. Blue means that the machine talked with the server outside of its normal 30 minute ping. 

 

Fixing the Connection Problems

There are many possible scenarios that could be indicated based on the information on the screen and the Support Page. Here is a list of some of them and the possible solutions.

1. Problem: No signal strength is showing on the AirVend screen. This indicates the modem is not functioning.

Fix:

Start by power cycling the AirVend unit. If the problem persists, login with the offline password (username is ava). Note: To find the offline password:

  1. Click on the machine name and look under Offline Device Password OR in AV Live.

  2. Click on Support Page on the left.

  3. Enter the device ID and machine ID (both are listed on the login page).

  4. Click Submit.

  5. Click Hardware Test.


The modem should be checked and MDN should have a full phone number. If there is no phone number next to MDN, the modem needs to be activated. 
Note: If this is a 2G and 3G device, Verizon will no longer allow you to activate the modem.

To activate the modem:

  1. Click back to previous page.

  2. Scroll up the screen and click Show Desktop.

  3. Click the circle with the six dots.

  4. Click on Settings.

  5. Click More… under Wireless & Networks.

  6. Click Mobile networks.

  7. Click Activate device.

  8. Click the House Icon.

  9. Select AirVend.

  10. Select just once. Give the device 10 minutes and check for a signal.

If these steps do not cause the signal to display, you will need to do a work around.

 

2. Problem: Signal strength is above one hundred and is losing connection frequently.

Fix:

This is normal when the connection is weak, find out when this started. Did it all the sudden change? If the signal strength drastically changed this indicates the antenna was moved, damaged or cut. Look for physical damage on the antenna. This may also indicate that Verizon has decommissioned or upgraded a 2G or 3G tower.

If the machine has just been placed or it has always had bad signal, have them confirm that the antenna is connected on the outside of the machine and then move on to work arounds.

Note: If the signal is 120 and there is no damage to the antenna, this indicates that there is no cell connection at all. If the antenna is already on the outside, putting a High Gain Antenna or Booster will not improve a signal that doesn’t exist.

 

3. Problem: Network shows Wi-Fi, but the device has not talked with the server on the Support screen in some time.

Fix:

  1. Restart the device and try again. Be sure the device can get on the internet.

  2. Login to the device (Use offline if needed).

  3. Scroll up on the screen and click Show Desktop.

  4. Click on the Globe on the bottom of the screen.

  5. If the internet comes up, click the House icon at the bottom of the screen.

  6. Click AirVend.

If the screen does not display, make sure the date and time are correct and match GMT. To do this:

  1. Click the House icon.

  2. Click Launcher.

  3. Click Just Once.

  4. Click the circle with six dots.

  5. Click Settings and scroll up.

  6. Click Date & time.

  7. Change the date and time to match GMT. When finished, check the internet again to see if it is working.

If it is not working, either the Wi-Fi password is wrong or some firewall is preventing the device from connecting to the internet. Write down the Wi-Fi MAC address and take it to the person who manages the Wi-Fi and ask for a new password or a Wi-Fi exception. Your other option is to use a work around.

To get the mac address:

  1. Click on Settings.

  2. Click About tablet.

  3. Click Status and scroll up.

  4. Write down the Wi-Fi MAC address.

 

4. Problem: The network shows with a good signal, but it is unable to authenticate or attach a device.

Fix:

  1. Restart the device and try again. Be sure the device can get on the internet.

  2. Login to the device (Use offline if needed).

  3. Scroll up and click Show Desktop.

  4. Click on the Globe on the bottom of the screen.

  5. If the internet comes up, click the House icon at the bottom of the screen.

  6. Click AirVend.

If the screen does not display, make sure the date and time are correct and match GMT. To do this:

  1. Click the House icon.

  2. Click Launcher.

  3. Click Just Once.

  4. Click the circle with six dots.

  5. Click Settings, scroll up.

  6. Click Date & time.

  7. Change the date and time to match GMT. When finished, check the internet again to see if it is working.

If the device is still not working, start pushing software updates and OTA updates. To do this, login and use the Update AirVend and OTA Update buttons. If it is still not working, move on to more work arounds.

 

Workaround Connection Problems

The AirVend has some work around possibilities if the current connection is not working.

  1. Buy a High Gain Antenna or Signal Booster (both are sold by our sales department) mentioned here.

  2. USB to Ethernet – If they have a physical network we can set it up to use Ethernet.

  3. Wi-Fi – Wi-Fi is a great way to get connected. Most businesses have Wi-Fi.

  4.  Hotspots - The operator can purchase a hot spot at any cell phone provider. Usually it will not cost them anything as it will use their current data plan.