Wi-Fi TROUBLESHOOTING
SAIEN ISHWARLAL
Ezee
Ezee troubles………………… 3
Android Smartphones………………… 4
iPhones………………… 7
Device details………………… 10
Android name + MAC………………… 11
iPhone name + MAC………………… 12
Windows name + MAC………………… 13
MacBook name + MAC………………… 14
2
Ezee
1. Firstly, send an email to the customer onboarding
cm@[Link] & CC the support team
support@[Link] telling them you’re from
Riverside Hotel & the systems are down. Also include
your hotel code in the mail: 14165.
2. Secondly, you are required to go to this website
on a computer:
[Link]
3. Upon entering this website, there are many
options listed for the various Ezee systems. If you
are experiencing issues in the reservations
department, at reception, or even the back-office
area, you will choose eZee Reservations from the
options list. However, if you are experiencing issues
at the bar, terrance, or a point of sale system, you
will choose the eZee Optimus option.
4. After choosing the desired option, you should be
prompted to a screen asking you for some generic
details, such as your name, email, the nature of the
query, etc. Fill this in & in block asking you for a
code, enter 14165, which is our hotel code. This will
connect you to a technician in a live-chat, so that you’re
able to tell them the issue.
3
Android Smartphones
Method 1: verify that you’re entering the correct
password in the Wi-Fi password field
Method 2: change over the guest to another network
Method 3: Restart your device
Hold the power button on your android phone until a
menu appears > click the restart option on that menu >
wait until your phone has restarted.
Method 4: Turn your Wi-Fi on/off
On your homescreen, drag your finger from the top of
the screen down to access the pull-down menu > click
the gear icon to access the settings settings > navigate
to your Connections or Wi-Fi management tab >
toggle the green Wi-Fi bar off & wait a few seconds >
then toggle it on.
4
Android Smartphones
Method 5: forget the network & reconnect
On your homescreen, drag your finger from the top of
the screen down to access to pull-down menu > click
the gear icon to access the settings settings > navigate
to your Connections or Wi-Fi management tab > click
on Wi-Fi > find the network you’re connected to (Hotel
VIP, Hotel Staff, Hotel Guest) & click the gear icon
next to it > then search for a trash can icon with the
word ‘forget’ under or near it > click the ‘forget’ icon &
find the network in the Wi-Fi list again > tap on it, check
that you’ve entered the correct password in the
password field > then proceed to type connect.
Method 6: Reset your network settings
On your homescreen, drag your finger from the top of
the screen down to access to pull-down menu > click
the gear icon to access the settings settings > scroll
down & find the general management tab, & click on it
> scroll down & tap the reset button > from the list,
click the reset network settings option & proceed to
click the reset settings button > now proceed to
re-connect to the Wi-Fi with the correct password just
like in method 5.
Method 7: Check if your device is up to date
5
Android Smartphones
Note: Method 7 should only be performed if your device
has some sort of wireless connectivity, such as mobile
data.
On your homescreen, drag your finger from the top of
the screen down to access to pull-down menu > click
the gear icon to access the settings settings > scroll
down & find the software update tab, & click on it >
there should be a download & install or check for
update option, tap on it > once your device is done
checking for updates, it will notify you if your device is
up to date or if there is an update available > If an
update is available, click on the download button &
wait until the software finishes downloading >
afterwards, tap on install now & wait until your device
reboots.
Method 8: check if your device isn’t a company-issued
phone
Verify that your smartphone doesn’t have a company
profile with VPNs & firewalls in place by contacting the
I.T department that set-up your phone & asking them.
Such profiles can prevent you from connecting to our
networks.
If the issue still isn’t resolved, refer to page 10
6
iPhones
Method 1: verify that you’re entering the correct
password in the Wi-Fi password field
Method 2: change over the guest to another network
Method 3: Restart your device
Hold the power button + volume down on your iPhone
phone until a menu appears > slide to power it off >
wait for a few seconds after your iPhone has shut down
> hold the power button again until you see the apple
logo appear on the screen, then wait for your phone to
finish starting up.
Method 4: Turn your Wi-Fi on/off
Look for the Settings icon/ application on your iPhone’s
home-screen & tap on it > click on the Wi-Fi tab >
toggle the green Wi-Fi bar off & wait a few seconds >
then toggle it back on.
7
iPhones
Method 5: ensure private address & limit IP tracking is
turned off
Look for the Settings icon/ application on your iPhone’s
home-screen & tap on it > click on the Wi-Fi tab > find
the network you’re connected to (Hotel VIP, Hotel Staff,
Hotel Guest) & click the info (represented by “ i ”) icon
next to it > then toggle the green bar for ‘Private Wi-Fi
Address’ & ‘Limit IP Address Tracking’ off.
Method 6: forget the network & reconnect
Look for the Settings icon/ application on your iPhone’s
home-screen & tap on it > click on the Wi-Fi tab > find
the network you’re connected to (Hotel VIP, Hotel Staff,
Hotel Guest) & click the info (represented by “ i ”) icon
next to it > then tap on the ‘forget this network’ option
> there should be a confirmation pop-up asking you
whether to forget or cancel, click on ‘forget’ to confirm
& find the network in the Wi-Fi list again > tap on it,
enter the correct password in the password field >
then proceed to type on the join button.
Method 7: Reset your network settings
8
iPhones
Look for the Settings icon/ application on your iPhone’s
home-screen & tap on it > scroll down until you find the
General tab & click it > proceed to scroll down until you
see the transfer or reset iPhone option, then tap on it >
from this screen, click the reset button & click on the
Reset Network Settings thereafter > proceed to
confirm resetting the network settings & re-connect to
the Wi-Fi with the correct password, just like in
method 6.
Method 8: Check if your device is up to date
Note: Method 8 should only be performed if your device
has some sort of wireless connectivity, such as mobile
data.
Look for the Settings icon/ application on your iPhone’s
home-screen & tap on it > scroll down until you find the
General tab & click it > proceed to tap on the software
update option > wait for the iPhone to finish checking
for updates; if there is no update available, it will notify
you that you’re up to date > if there is an update
available, click on download & install > enter your
phone’s passcode > agree to the terms & conditions >
wait for the download to finish before being able to
install it.
If the issue still isn’t resolved, refer to page 10
9
Device details
If all troubleshooting methods fail, or if the user is using
a laptop, you need to ask the user to send you the
following details, so that it can be forwarded to an I.T
technician:
- The device’s name
- The device’s MAC address
- The room number
Pages 11 to 14 show you how to capture the device’s
name, as well as the MAC address. This is for all device
types.
10
Device details
ANDROID: How to get the Device Name
On your homescreen, drag your finger from the top of
the screen down to access the pull-down menu > click
the gear icon to access the settings settings > scroll
down to the about phone tab > locate the device name
& jot it down.
ANDROID: How to get the MAC address
On your homescreen, drag your finger from the top of
the screen down to access to pull-down menu > click
the gear icon to access the settings settings > navigate
to your Connections or Wi-Fi management tab > click
on Wi-Fi > find the network you’re connected to (Hotel
VIP, Hotel Staff, Hotel Guest) & click the gear icon
next to it > then search for a MAC Address option in the
list of options available — jot down the string of
numbers & letters next to the option > if you can’t find
the MAC Address option, however, look for the
advanced tab in the same options list, & click on it >
then proceed to scroll until you find the MAC address
details to jot down.
Send both these details to an I.T technician
& they’ll take it from there
11
Device details
iPHONE: How to get the Device Name
Look for the Settings icon/ application on your iPhone’s
home-screen & tap on it > scroll down until you find the
General tab & click it > proceed tap on the about option
> look for the Name field & jot down the name shown on
the right of it.
iPHONE: How to get the MAC address
Look for the Settings icon/ application on your iPhone’s
home-screen & tap on it > click on the Wi-Fi tab > find
the network you’re connected to (Hotel VIP, Hotel Staff,
Hotel Guest), or the network you want to connect to, &
click the info (represented by “ i ”) icon next to it >
locate a field called “Wi-Fi Address” & jot down the
string of letters & numbers on the right of it
Send both these details to an I.T technician
& they’ll take it from there
12
Device details
WINDOWS: How to get the Device Name
On the home-screen, move your mouse over the
Windows search bar & click on it; it should be on
the bottom, left of the screen > type ‘About your
PC’ in the search area & tap on the first result >
under the device specifications field, the device
name should be present, write it down
WINDOWS: How to get the MAC address
On the home-screen, move your mouse over the
Windows search bar & click on it; it should be on
the bottom, left of the screen > type ‘Command
Prompt’ in the search area & tap on the first result
> a field next to some letters should be available
that allows you to type — if not, click on the screen
> enter the command “ipconfig /all” into this field >
this should bring up a list of information, under the
the Ethernet Adapter heading, there should be a
field called Physical Address, write down the
string of letters & numbers present on the right of
it.
Send both these details to an I.T technician
& they’ll take it from there
13
Device details
MACBOOK: How to get the device name
On the home-screen, move your mouse over the
apple logo & click on it; it should be on the top, left
of the screen > a drop-down menu should come
up, proceed to then move your mouse over the
system settings option & tap on it; this should
open up the settings menu > from here, click on
the general tab > proceed to tap on the about
option & jot down the name of the MacBook
MACBOOK: How to get the MAC address
On the home-screen, move your mouse over the
magnifying glass icon & click on it; it should be on
the top, right of the screen > a search bar will
appear, type ‘system information’ into the field &
tap on the application that pops up > you should
see a list of information, scroll until you find the
network option & click on it > under the active
services tab, tap on the Wi-Fi option > scroll until
you see the MAC Address field & write down the
string of letters & numbers to the right of it
Send both these details to an I.T technician
& they’ll take it from there
14