This article has been created to assist with troubleshooting the internet connection of your kiosk.  

Kiosks are connected to a router which, in turn is connected to either your internal internet service or a 4G mobile internet provider.

This instruction applies to the following RIW System User Roles: 

• Helpdesk
• Network Manager
• Network Manager - Read Only
• Employer Administrator (Premium Functionality Employer)
• Employer Administrator (Premium Functionality Employer) - No Payment
• Employer Administrator (Premium Functionality Employer) - Read Only
• Employer Administrator
• Employer Administrator - No Payment
• Employer Administrator - Read Only
• Advanced Project Administrator
• Project Administrator
• Site Administrator
• Assessor
• Training Provider User
• Medical Provider User
• myRIW - RIW Cardholder

WiFi Issues

Common Issues

Your kiosk is connected to your internet router by WiFi or via an ethernet cable.  If it is WiFi, please check if you have any other devices or equipment connected to your site's WiFi and if these devices have connectivity.  If your kiosk has a WiFi connection and testing of other devices suggests the WiFi is not operational, please refer this to your site administrator or IT department for resolution.

To investigate further, you will need to have access to the internal cabinet of the kiosk, which is locked with a key.

Below is a screenshot of a Front View of a Kiosk to assist identifying components.

To confirm that the kiosk is connected to your WiFi network, you can plug a keyboard into the USB hub next to the PC and use these instructions: https://support.microsoft.com/en-us/sbs/topic/can't-connect-to-internet-a85b5012-804f-517a-b548-f2f9274e3563?ui=en-US&rs=en-US&ad=US

 

Below is a screenshot of a Kiosk in a cabinet in order to assist you to find the location for a USB hub for a keyboard connection.

Ethernet Cable Issues

Common Issues

Your kiosk is connected to your internet router by ethernet cable, please make sure this is plugged into the PC component of the kiosk as well as the internet router.

4G Issues ( for sites with 4G mobile internet provider services)

Common Issues

Your kiosk is connected to your 4G internet router.  Check the router to make sure that the 4G connection light is illuminated green and is solid.  If not, this would suggest that there is insufficient 4G mobile signal to support internet service.  In this case, please contact your 4G mobile internet provider for resolution.

Internet Router (For sites with an internal internet service)

Common Issues

Your kiosk is connected to your internet router.  Check the router and make sure that the internet connection light is illuminated and is solid. If not, this would suggest that your internal internet service is not operational. In this case, please contact your site administrator or IT department for resolution.

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RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000232071

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