First of all, make sure to cover the basic prerequisites:
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Check and confirm that both the display firmware and the i3Allsync app are updated to the latest version.
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Kindly enable the i3TOUCH hotspot function on the display or use your smartphone’s hotspot. Make sure this hotspot network is selected in the i3Allsync (Present) app. Then connect the TX device to the same Wi-Fi hotspot network. Please test first if you are now able to connect normally.
Check the hardware recommendation section!
https://docs.i3-technologies.com/i3ALLSYNC/hardware-recommendation
If you can connect normally when using the display’s Wi-Fi hotspot, the cause of the issue needs to be found in the network configuration:
Most importantly:
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The router needs to enable Broadcast and MDNS multicast packages.
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Receiver and Transmitter need to be under the same subdomain netmask.
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Receiver and Transmitter need to be connected to the same router, cannot be “redirected“ from other routers. meaning both Receiver and Transmitter need to be directly under the same router.
If you have confirmed that the above conditions were met, please proceed with the following steps. When contacting i3-Technologies Service & Support, please provide the following mandatory information to aid with troubleshooting:
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Display firmware version and i3Allsync receiver app version.
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Display serial number.
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TX device brand, modeltype, installed software version.
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Have a look at below support documentation, select the one that fits your situation best and follow the troubleshooting steps.
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Detailed description of the troubleshooting steps, preferably accompanied by pictures/video of the issues.