Troubleshooting: Testing Your WiFi When Data Doesn't Transfer from iPads to Your Desktop

If you're finding that forms or patient information sometimes doesn't transfer from your iPads to YAPI on your desktop, this could be caused by an inconsistent WiFi connection.  A weak signal, a malfunctioning router, or even having an x-ray room between your iPads and your router can cause this, keeping information saved on your iPads from reaching YAPI on your server.

To start, we strongly recommend running through the troubleshooting steps in Troubleshooting Your iPad's Connection to YAPI first and then, if that doesn't fix the issue, enlisting your IT professional to test your WiFi connection by following the steps below. 

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Testing for Information Loss Over Your WiFi

When your WiFi connection is weak or interrupted, information like data and forms can be lost on the way to its destination (YAPI on your server).  To test whether information is being lost en route to your server, indicating a WiFi connection issue: 
  1. With any iPad you're experiencing the issue on, click the Settings icon iPad_Settings.png on the home screen. 

  2. Once Settings opens, tap WiFi on the left.  Then on the right, tap the i icon Screen_Shot_2022-01-24_at_12.11.37_PM.png next to your practice's WiFi network:

    Screenshot_2019-10-15_at_9.37.46_AM.png

  3. In the IPV4 Address section on the right, locate the IP Address and write the number down:

    unnamed_2.png

  4. On any workstation, open a command prompt:

    1. Tap Windows Key + R on your keyboard.  

    2. In the window that pops up, enter "cmd" and click OK.

  5. In the command prompt window that opens up, type

    ping [IP ADDRESS FROM STEP 1] -t

    (including the IP address you wrote down in Step 1, as shown below) and hit Enter on your keyboard:

    Screen_Shot_2022-06-23_at_3.59.35_PM_2.png

  6. Watch the window for up to 10 minutes, looking for the message "Request Timed Out."  As soon as you see this message, tap Ctrl + C on your keyboard to stop the ping from running.

    packet_loss_2_2_2.png

    • If you see a message that indicates a packet loss like the one shown below (For example, "Packets: Sent = 4, Received =2, Lost = 2 (50% loss)): This confirms that there's an issue with your WiFi signal or router that you need to fix within the office.

      packet_loss_2.png

    • If  you don't see a "Request timed out" message after 10 minutes: Tap Ctrl + C on your keyboard to stop the ping from running.  It doesn't appear that any information is being lost over your practice's WiFi.  If you've completed all troubleshooting steps in this article and in Troubleshooting Your iPad's Connection to YAPI,  contact our Customer Support team for further assistance.

     

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