Handheld Device Connection to Server Troubleshooting Steps

Overview

This is a troubleshooting guide for syncing your handheld device and if your handheld shows offline. Work through these steps in order. Most connection issues are resolved by Step 3 or 4.

If your issue is still present, note where the problem stops and escalate to our customer support line (here).

Step 1 — Is the Handheld Connected to the Network?

Before anything else, confirm the device actually has a network connection.

1. Look at the top status bar of the handheld. Confirm the Wi-Fi icon (or cellular signal icon) is present and showing signal strength.
2. If there is no Wi-Fi icon or it shows an exclamation mark (!): – Swipe down from the top of the screen and tap the Wi-Fi icon.

– Verify the handheld is joined to the correct network — it must be the network your server recognizes (your IT/security team can confirm the network name). A guest network or personal hotspot will usually not work.

– If it won’t connect, toggle Wi-Fi off and back on, or toggle Airplane Mode on and off.

3. Confirm the device has a valid IP address: go to System > About Phone and note the device’s IP address. (Write this down — you’ll need it if you escalate to support.)

✅ Connected to the right network? Continue to Step 2.
❌ Can’t connect at all? This is a network issue — contact your local IT team before contacting Telaeris support.

Step 2 — Check the Sync Arrows in the XPressEntry App

Open the XPressEntry app on the handheld and look at the sync arrows on the screen.

• Arrows moving / animating: The handheld is actively communicating with the server. Good sign.
• Arrows red or not moving: The app is not talking to the server. Continue below.
• Arrows green/normal but data seems old: Continue to Step 3 to check the queue.

If the arrows indicate no connection, verify the app is pointed at the correct server:

1. Tap the three lines (☰) in the top left of the XPressEntry app.
2. Go to Settings.
3. Confirm the Server IP address and port match what your administrator provided. A single wrong digit here is one of the most common causes of an offline handheld.

Step 3 — Check the Queue Count on the Device

The queue count shows how many scans/activities are stored on the handheld waiting to be sent to the server.

– Queue = 0 and arrows healthy: The handheld is fully synced. If the server still shows it offline, skip to Step 5.

– Queue is climbing or stuck at a number: Scans are being captured but not reaching the server. The device is working — the connection is the problem. Continue to Step 4.

⚠️Important: A stuck queue means there is un-synced badge activity on the device. Do not reset or clear the app at this stage — those records would be lost.

Step 4 — Press the Arrows (Force a Manual Sync)

1. Tap the sync arrows in the XPressEntry app to force a manual sync with the server.
2. Watch the queue count: – Queue counts down to 0: Sync restored. ✅ You’re done — verify Step 5 as a final check.
3. Queue doesn’t move: The handheld still can’t reach the server. Try once more, then continue to Step 5.

Step 5 — Check the Handheld Status Page on the Server

On the XPressEntry server (ask your administrator if you don’t have access):

1. Open XPressEntry and go to the Handheld Status page.
2. Find your handheld in the list:
   – 🟢 Green: The server sees the handheld and it is online. If you got here after Step 4, everything is resolved.
   – 🔴 Red / not green: The server cannot see the handheld. Continue below.
3. If the handheld is not green, have your IT/admin verify the network path:

• From the server, open Command Prompt and ping the handheld’s IP address (the one you noted in Step 1, from System > About Phone).
• Ping fails: The server and handheld can’t reach each other — this is a network/firewall issue for your IT team (VLANs, firewall rules, or the handheld being on the wrong network are the usual culprits).
• Ping succeeds but still red: Double-check the server IP/port in the app settings (Step 2), then restart the XPressEntry app on the handheld.

Step 6 — Last Resort: Reset the Handheld Data

Only do this after Steps 1–5, and only if the queue count is 0 or you accept losing un-synced activity.

⚠️Warning: Resetting deletes any badge activity that has not yet synced to the server. Verify network and server IP settings are correct before resetting.

1. In the XPressEntry app, tap the three lines (☰) in the top left.
2. Go to Settings.
3. Tap Reset Data and confirm OK.
4. Re-add the handheld to the server by following the official training video: https://telaeris.com/training-video/how-to-add-a-handheld-to-xpressentry

Still Not Working? Contact Support