When there are issues with some devices (but not all) then follow these steps to figure out what may be happening.

Quick Tips:

1) Toggle WiFi

- Go to Settings, and tap "WiFi", then turn WiFi OFF.

- With WiFi re-enabled, tap on TPINTERNAL from the list of available networks

- Reconnect to the network (password: tpiosecret)

- Wait until the iOS confirms that the network is connected. 

2) Force Close TouchpointPRO

- Swipe up from the bottom to see the running applications

- Swipe the app out of memory and relaunch TPPRO.

- Also force close any other apps that are running in the background.

3) Power cycle

- Hold the "Power" and the "Volume Up" buttons down at the same time.

- Swipe to power off, and then power the device on again by holding the "Power" button.

If these steps don't resolve your issues, please continue with the following steps

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Forgetting and Re-adding the TPINTERNAL network

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Usually, this is enough to clear up any underlying issues causing these specific iPads not to function properly. However, in the event that you are still running into issues on certain iPads, there are a few more things you can do!

If the issue is persisting, please do the following:

1. Verify internal and external connectivity - any newly installed apps require connection to the internet, so Apple can certify the install:
   a) navigate back to Settings > Wifi and confirm that iPad connection to TPINTERNAL
   b) open safari and browse to 10.0.0.1; if you see an install page, then TPINTERNAL is connected to the Local Cloud
   c) browse to Google.com and search for something; if the search works, then the Local Cloud is connected to the internet
   Please note down what you see from both "b)" and "c)"; we will need this info, if you're unable to get things working
   
   
   
2. Verify that the TouchpointPRO Enterprise certificate is trusted - untrusted certificates will cause the app not to work; particularly relevant on devices with a fresh install of the app
   a) from the home screen, navigate to Settings > General > About, and ensure that "Touchpoint custom CA" is enabled
   b) Navigate to Settings > General > Profile & Device Management
   c) if not already done, tap "Trust" on any Touchpoint certificates present
   
   Please note down if there are no Touchpoint certificates/entries on either of these two screens; we will also require this information, should Touchpoint need to get involved
   
   
3. Ensure that the protective jacket/case is not too tight - when the case is too tight, it can cause "ghost taps" which the iOS and the app struggle to process
   a) remove any protective casing from the iPad
   b) reboot the iPad; directions included above
   c) relaunch the app, and see if you are able to continue normally now
   
   If this resolves the issue, you will need to contact the provider, and see about swapping this protective jacket for another one with more accurate tolerances
   
   

1. Confirmation that no non-Touchpoint devices are connected to the TPINTERNAL WiFi network - may need to check things like your streaming radio player, security cameras, and office computers, but especially check with co-workers to ensure their phones are connected to your guest or in-store WiFi network, and not TPINTERNAL.
   
   
2. Confirmation that there is no MDM (mobile device management) apps or settings on your iPads - these devices block installations, updates, and possible even POS functions. If you're unsure, you may need to check with your Operator/Franchiser, or with whomever administrates your network
   
3. A list of all problematic iPads - we'll need this so that we can check the devices on the back end.
   
   Identify the affected iPads by doing the following on each one:
   a) Swipe up to launch the iPad home screen
   b) Navigate to Settings>Wifi
   c) Tap on TPINTERNAL, then note down the IP address from the information panel on the right.