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Troubleshoot Offline Indoor Pronto Wireless Access Points

Written by Agent Support Bot

Question

How do I troubleshoot indoor Pronto Wireless Access Points that are offline?


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Answer

Troubleshoot Offline Pronto Indoor Wireless Access Point Overview Steps

Products this applies to: Pronto Indoor Wireless Access Point

Troubleshooting Workflow

  1. Confirm power source

    1. The access point (AP) receives power through Power over Ethernet (PoE). If a power adapter is connected to the DC port next to the link light LEDs, remove it so the AP is powered only through PoE. If no adapter is present, continue to the next step.
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  2. Review LAN and WAN/POE connections

    1. The AP should have a cable connected only to the WAN/POE port. If a cable is connected to the LAN port, disconnect it. If the issue continues, proceed to the next step.
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  3. Check LED indicator status

    1. Most devices display the following LED behaviors:

      1. White or blue: The AP is online. No further troubleshooting is needed for this device. If issues persist, review other APs.

      2. Green: The AP is booting and has not yet obtained an IP address. Allow time for startup to complete, then reassess.

      3. Purple: The AP has power but no network connection. Continue to the next step.

      4. Red or pink: The AP is connected, but the router’s Wi-Fi is enabled. Toast Support can assist with disabling router Wi-Fi.

      5. Alternating white and purple: A firmware update is in progress. Wait for completion before continuing.

      6. No light: The AP is not receiving power. Reseating the Ethernet cable at the WAN/POE port may restore power.

        1. If the light turns on, use the LED color above to determine next steps.

        2. If the light remains off, continue troubleshooting.
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  4. Reseat the Ethernet cable

    1. Reseating the Ethernet cable at the WAN/POE port may restore connectivity.

      1. If the LED turns white or blue, the AP is online. Connectivity can be confirmed by testing Wi-Fi on a POS device.

      2. If the AP does not come online, continue to the next step.
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  5. Trace the Ethernet connection

    1. Follow the Ethernet cable from the AP to its source:

      1. Switch:

        1. If the switch is powered and online, a restart may restore connectivity. If the AP comes back online, confirm Wi-Fi connectivity on a POS device.

        2. If the switch is not powered, restoring power may bring the AP back online.

        3. If the switch remains offline, Toast Support can assist.

      2. PoE Injector:

        1. A green PWR LED indicates the injector has power.

        2. The AP should be connected to the POWER + DATA OUT port.

        3. The injector should connect to the network through the LAN IN port.

      3. Wall port:

        1. A known working device can be used to confirm network connectivity at the port. If no connection is present, Toast Support can assist.

      4. Other configurations:

        1. The AP should be connected directly to a network switch. Moving the connection to a proper switch port may resolve the issue.
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  6. Reseat the cable at the source

    1. Reseating the Ethernet cable at its network source may restore connectivity.

      1. If the LED turns white, the AP is online. Confirm Wi-Fi connectivity on a POS device.

      2. If the AP remains offline, Toast Support can assist with next steps.
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