My Genius device is not functioning correctly. What do I do?

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My Genius device is not connecting to the Internet

If your Genius device is not connecting to the Internet, try the following steps:

  1. Run a gateway connection test:
    1. From the Genius splash screen, use the keypad to press 000.
    2. Use the keypad to type the password, then press Enter. The default password is 9416557.
    3. Tap Network.
    4. Tap Test.
    5. Confirm all tests have Passed.
      • If all the tests have Passed and your Genius device is still not functioning correctly, contact our Genius Support Team.
      • If your Genius device is connected to the Internet but the device is still not functioning correctly, continue to step 3
  2. Check your Genius device is connected to your router and that you have a live Internet connection.
    • If your Genius device is connected to the Internet but the device is still not functioning correctly, continue to step 3.
  3. Confirm all necessary ports and hosts are open and available:
    1. Check with your system administrator that the following ports are open:
      1. 443: SSL
      2. 7622: SFTP (via SSH)
    2. Check with your system administrator that the following hosts are available:
      1. genius.merchantware.net
      2. transport.merchantware.net
      3. logupload.merchantware.net
      4. ps1.merchantware.net
      5. s01.merchantware.net
        • If any of the ports are not open, ask your system administrator to open the necessary port.
        • If any of the hosts are not available, ask your system administrator to add the necessary host address to your hosts file.
        • If the ports and hosts are open and available, continue to step 4.
  4. Restart your Genius device:
    1. Remove the AC power cable from your Genius device for at least 30 seconds.
    2. Plug in the cable.
      • If your Genius device still does not connect to the network, continue to step 5.
  5. Check that your Genius device has an IP address:
    1.  From the Genius splash screen, press 000.
    2.  Use the keypad to type the password, then press Enter. The default password is 9416557.
    3.  Check that there is an address in the IP address field.
      • If there is no address in the IP address field, you can set a static IP address.
      • If there is an address in the IP address field but your Genius device is still not functioning correctly, continue to step 6.
  6.  If you have tried steps 1 to 5 and your Genius device still is not functioning correctly, contact our Genius Support Team.

My Genius device’s hardware is not working correctly

If you have issues with your Genius device’s hardware, visit:

Modified on: Wed, 30 Jan, 2019 at 6:10 AM