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How to Troubleshoot Internet or Wi-Fi Issues on Your DisplaySweet Device

This article explains how to identify and resolve internet or Wi-Fi issues affecting your DisplaySweet device, including steps to check your router, device, or ISP.

OVERVIEW

If your DisplaySweet device (such as a Presenter or Immersion PC) shows it's connected to Wi-Fi but can’t access the internet, the issue could be with your device, router, modem, or Internet Service Provider (ISP). This guide walks you through simple steps to isolate and resolve the problem.

Diagnosing Wi-Fi Issues on Your DisplaySweet Device

Follow these steps to determine where the connection problem is coming from and how to fix it.

Step 1: Check If You’re Connected to Wi-Fi

  1. Look at the Wi-Fi icon in the bottom-right corner of the screen.

  2. If it says Connected, try visiting a different website in your browser (e.g. google.com).

  3. If the second website loads, the issue is likely with the original website.

  4. If no websites load, continue to the next step.

Note: Depending on the subscription level certain features may not appear. If you'd like to discuss additional features please email support@displaysweet.com or contact your DisplaySweet Account Manager.

Step 2: Try Another Device on the Same Network

  1. Use another device (phone, laptop) to connect to the same Wi-Fi network.

  2. If that device connects to the internet:

    • The issue is likely with your DisplaySweet device. Refer to your local IT or internal device settings.

  3. If the second device also cannot connect, continue to the next step.

Step 3: Test If the Router Is the Problem

  1. Click the Start menu and type Command Prompt.

  2. Right-click and choose Run as administrator > Yes.

  3. Type ipconfig and press Enter.

  4. Find your Default Gateway IP address (e.g. 192.168.1.1).

  5. Type ping [Default Gateway] and press Enter
    Example:

    ping 192.168.1.1

  6. If the reply looks like: 

    Reply from 192.168.1.1: bytes=32 time=5ms TTL=64

     

    Then your device is connected to the router, and the issue may be with your modem or ISP.

  7. If there’s no reply, continue to the next step.

Step 4: Connect with an Ethernet Cable

  1. Plug your device directly into the modem using an Ethernet cable.

  2. If the internet now works:

    • The issue is likely with your Wi-Fi router.

  3. Check if the router:

    • Needs a firmware update

    • Is properly restarted

    • Has configuration issues

Note: Depending on the subscription level certain features may not appear. If you'd like to discuss additional features please email support@displaysweet.com or contact your DisplaySweet Account Manager.

Tips and Common Questions

  • If you’re in a showroom or enterprise environment, check with your IT team about any firewalls or restrictions.

  • Restarting the router and modem is a simple fix that solves many issues.

  • If the problem continues, escalate to your technical team or submit a support ticket.

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