Fixing "Unable to connect to YAPI service" iPad Error

For the YAPI app to function it must communicate with YAPI Service installed on your office wired network. In practical terms, it means that wireless network your iPad is operated on must be the same network as you wired network or be somehow connected or bridged to it.

Once launched on your iPad, YAPI automatically locates YAPI service on your network. In some cases when your wireless network is separated from your wired network when your network is slow, or signal is weak YAPI app may fail and will show you an error message<

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The issue can be resolved by working through the following troubleshooting steps:

Note: if this happens occasionally and is resolved by re-launching YAPI app please read the article "How to Minimize Wi-Fi Problems With the iPad"

*If only one or few iPads exhibit the problem while YAPI on your PCs work just fine go directly to step 3*

  1. Check whether YAPI Service is running: connect to your server computer’s desktop, start YAPI Service Manager and check whether Service is running – Start Service button will be greyed out. The best indication that YAPI Service is running is the fact that YAPI on PCs run.

  2. Check whether the server that runs YAPI Service has firewall open for YAPI network traffic. More information about YAPI interaction with firewalls and network ports used by YAPI is available in the article "YAPI Outgoing and Incoming Network Ports".

  3. Check whether an iPad is connected to your office local area network and is on the same subnet as the server that runs YAPI Service. To find the IP address assigned to your iPad:

    1. Go to Home Screen

    2. Tap Settings

    3. On the right, tap Wi-Fi. Note the name of the network iPad is connected to

    4. On the left, tap the blue arrow beside the network to which you are connected

    5. Check the IP address assigned to the iPad,e.g., 192.168.1.xxx

    Please note that your office may run multiple wireless networks. For example, many offices offer Internet access to patients with a guest network. Please make sure that your iPad is connected to the “correct” wireless network that is used to provide secure access to your office wired network, and not to a guest network or other wireless access point in your neighborhood. Reconnect if necessary and get the IP address. To avoid connection to the wrong wireless network in the future, tell the iPad to forget all other networks.

    Find the IP address of the computer that runs the YAPI Service. Here is how.

    Compare the two IP addresses: the IP address for the iPad and YAPI service IP address must have the same first three sets of number, e.g., 192.168.1.xxx. If the iPad and Service do not have the same first three sets of numbers, your iPad and YAPI Service are not on the same network. In this case please consult with your IT service on how to bridge the two networks. Typically no new hardware is required and a solution is just a few mouse clicks away.

    To verify connectivity, an option is to download the free iPad app Free Ping from App Store. Type YAPI Service IP address and tap Ping button.

    If iPad does not see the YAPI Service you will see the following result:

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  4. Once your iPad sees YAPI Service it should operate without a problem. If this is not the case, contact Technical Support to help solve this issue.

  5. At times, the YAPI app finds YAPI Service when operates at a certain location/room but fails at another location, your wireless network has dead spots. Check the article How to improve wireless signal in your office".

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