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Resolve Wi-Fi issues after firmware update on i3TOUCH X3

After updating your i3TOUCH X3 to firmware version 3.0.4, you might notice Wi-Fi connection problems. This typically happens because the display’s MAC address can change during the update, which may cause issues if your network uses MAC address filtering. This article is for IT administrators and users managing i3TOUCH X3 displays in environments with restricted Wi-Fi access. If your network does not use MAC address filtering, this article is not relevant for you.

By following these steps, your i3TOUCH X3 should reconnect to Wi-Fi successfully. If you still can’t connect after trying these solutions, contact your IT team or i3CONNECT support.

If your display connects to Wi-Fi without issues after the update, you do not need this article.

Before you start

  • Ensure you have access to your Wi-Fi router or network management portal.

  • Have your i3TOUCH X3 powered on and updated to firmware 3.0.4.

If your network does not use MAC address filtering, Wi-Fi issues after the update may have a different cause. In that case, contact support for further troubleshooting.

Disabling MAC address filtering may reduce your network’s security. Only do this if you understand the risks or have approval from your IT team.

Instructions

  1. Check if your Wi-Fi network uses MAC address filtering.
    If you’re unsure, ask your IT administrator or check your router settings.

  2. Find the new MAC address of your i3TOUCH X3.

    • Go to the Settings menu on your display.

    • Navigate to Network > Wi-Fi > Advanced.

    • Note the current MAC address shown.

  3. Update your network’s MAC address whitelist.

    • Remove the old MAC address (if present).

    • Add the new MAC address to your router or network’s whitelist.

  4. Restart your i3TOUCH X3 and reconnect to Wi-Fi.

    • Power off the display, wait a few seconds, then power it back on.

    • Try connecting to your Wi-Fi network again.

  5. (Optional) Disable MAC address filtering.
    If possible, turn off MAC address filtering on your network to avoid future issues.

Troubleshooting

  • If your i3TOUCH X3 still cannot connect to Wi-Fi after updating the MAC address whitelist, double-check that you entered the correct new MAC address.

  • If you do not have access to your network settings, contact your IT administrator for assistance.

  • If the issue persists after following these steps, reach out to i3CONNECT support for further help.