Connection problems

If the controller does not connect properly, its screen tells you where it goes wrong. Below you will find what each message means and what to do. All messages are listed under Screen messages.

Set up Wi-Fi on the screenCopy link to this section

If the screen says Set up Wi-Fi, the controller does not have a network yet. With a network cable (Ethernet) you do not have to do anything; for Wi-Fi you set up the network on the controller itself:

1. Tap Set up Wi-Fi
2. Choose your network from the list. Each network shows its signal strength: green is good, orange is fair, red is weak
3. Type the password on the on-screen keyboard and confirm
4. The screen shows Connected - Wi-Fi is set up

If your network is not listed, tap search again. If you want to change the network later, press and hold the screen while the controller is idle, or change it in the settings in Tillor.

Activate controllerCopy link to this section

Meaning: The controller is waiting for adoption - it is not linked to Tillor yet. The box is ready, but does not know yet which organization it belongs to. The screen shows Activate controller with the number of the device.

Solution:

1. In Tillor, go to Controllers
2. Find the Pending approval row with the same number (the eFuse ID)
3. Click Approve (✓) to link the controller to your organization

Connection lostCopy link to this section

Meaning: The internet connection is gone. The controller automatically tries to reconnect. The box has lost contact with Tillor and is trying to get it back.

As long as the interruption is short, guests can keep paying with their tag; the QR code is then greyed out and crossed through. If it says Offline too long, payments are switched off until the connection is back.

In Tillor, the controller shows as offline after about 35 seconds without contact. After 5 minutes the Tillor team receives a notification.

Possible causes:

• Wi-Fi has dropped - check whether the Wi-Fi network is reachable
• Internet outage - the controller cannot reach Tillor
• Tillor is temporarily unavailable

Solution:

• Wait a few minutes - the controller tries to reconnect by itself
• Check whether other devices on the same network have internet
• Check the controller's Wi-Fi settings (network name, password)
• Make sure the controller is within range of the Wi-Fi access point, or use a network cable

Screen stays on Connecting...Copy link to this section

Meaning: The controller is still starting up or connecting. Under the title you see the step it is at, for example Setting up internet connection or Checking for updates.

Solution:

• Wait 1-2 minutes - starting up takes a while
• If it stays on Setting up internet connection: check the network cable or set up Wi-Fi again
• Check whether the Wi-Fi signal is strong enough

Controller does not appear in TillorCopy link to this section

Meaning: The controller is not visible for adoption yet.

Possible causes:

• The controller has no internet connection (cannot reach Tillor)
• The controller is still starting up
• You open Tillor from a different network than the one the controller is connected to - adoption requests are then sometimes not visible

Solution:

1. Check that the controller has power and the screen is on
2. Look at what the screen shows: at Set up Wi-Fi or Connecting... it is not online yet
3. Wait until the screen shows Activate controller and the Pending approval row appears in the list - this can take a while
4. Open Tillor from the same network as the controller, or contact support
5. Refresh the Controllers page in Tillor (new requests also appear automatically)

Adoption fails or credentials are rejectedCopy link to this section

Adoption is linking the controller to your organization; credentials are the connection details that go with it.

Meaning: Linking to Tillor did not succeed. The box could not be linked to your organization.

Solution:

• Check that the controller's clock is correct (a large time difference can block the link)
• After a firmware flash or a new key, the controller has to be approved again
• Try the adoption again via Approve (✓)
• Contact support if the problem persists - they have access to the logs

OTA update hangs or failsCopy link to this section

An OTA update is a firmware update over the internet. During an update the screen shows Update with a percentage.

Meaning: The firmware update was not completed. The box tried to install new software, but it did not go well.

Solution:

• Wait until the update window is active - updates only take place within that window
• Check that the controller has a stable internet connection
• Temporarily switch on Skip OTA updates if you first want to get the controller stable

See alsoCopy link to this section