Wi‑Fi is not connecting or you cannot create a hotspot from your display

If your interactive display can’t connect to Wi-Fi or create a hotspot, you’re in the right place. Use these steps if you notice:

• Wi‑Fi list shows no networks or only intermittently.

• Connecting to a known SSID fails or loops on password prompt.

• Hotspot option is missing, greyed out, or hotspot is not visible to other devices.

This article is not for situations where your display is physically damaged or if you’re experiencing issues unrelated to wireless connectivity. In those cases, please contact support directly.

Before you start

• Have your Wi-Fi network name (SSID) and password ready.

• Check that your display’s antennas are attached and upright.

Instructions

1. Inspect external Wi‑Fi antennas.

   • Ensure each antenna is firmly screwed onto the display’s antenna connectors.

   • Orient antennas upright for best signal polarization.

2. Verify network availability and credentials.

   • Use a phone or laptop in the same room to confirm the Wi‑Fi network is present and stable.

   • Confirm that the Wi-Fi is toggled ON.

   • Confirm you are selecting the correct SSID and that the password is entered exactly.

3. Check display admin settings and policies.

   • Ensure the Wi‑Fi interface is enabled and not disabled by a device policy.

   • For hotspots: verify hotspot features are permitted, the correct country/region is selected, and the SSID/security settings are configured.

4. Reduce wireless interference and improve signal.

   • Reposition the display away from dense metal objects and large appliances.

   • Prefer 5 GHz for performance and less interference; use 2.4 GHz for longer ranges.

   • Test nearer to the access point to rule out weak signal.

Troubleshooting

• If the Wi-Fi list is empty or only appears intermittently, check antenna connections and try rebooting the display.

• If connecting to a known network fails or loops on the password, double-check credentials and network stability.

• If the hotspot option is missing or greyed out, review admin policies and ensure the display’s firmware is up to date.

When to contact support

If the display is physically damaged or you see hardware error messages, skip these steps and contact support by making a Hardware support ticket.

Collect the following before contacting support:

• Model and firmware/software version of the display

• SSID, security type (WPA2, WPA3, 802.1X), and band/channel in use

• What you tried (from the checklist), and any on‑screen error messages