You have questions, we have answers.

If you need some help translating, consult our Zenreach Glossary!

 

Administrative & Billing

How do I update my payment information?

Send an email to support@zenreach.com including your business name and location, or a recent invoice number. We'll be happy to assist you in updating your payment information!

Can I add or remove users from my Zenreach Dashboard?

Yes! Just follow the steps listed in this article.

 

Installation

Click here to see our comprehensive installation guide for Meraki access points.

Click here to see our comprehensive installation guide for OpenMesh access points.

What should I plug the Zenreach device into?

The Zenreach Access Point (AP) can be plugged into an open Ethernet port on your modem, existing WiFi router, or existing switch. All you need is unrestricted outbound Internet access from the ethernet port into which your AP is plugged.
Note: Be sure that you are not plugging the Zenreach device into your point of sale (POS) or credit card system.

There are no open ethernet ports on my modem or on my existing WiFi router—what do I do?

Don't worry - this is an easy fix! All you'll need is a switch, which provides additional ethernet ports (like a power strip for ethernet ports). Just send an email to support@zenreach.com to let us know, and we'll gladly send you one.

What is the small black box that comes with the Zenreach AP?

This device is a Power over Ethernet (PoE) injector. This small black box allows for the Zenreach AP to receive power once the injector itself is powered up. Your AP does not come with an AC adaptor, so the injector allows for power to be served through the Ethernet cable we have provided.

I have plugged the Zenreach AP in and waited for about 10 minutes, but I do not see the new Zenreach guest WiFi network. Is there anything I need to check?

First, check to see if the LED light on the small black box (PoE injector) is solid green. If it’s red, it is not appropriately serving power and Internet to the AP. If this is the case, unplug the injector from power and then plug it back in. If the light then turns green, you’re on the right track.

Second, take a look at your AP to make sure that its LED is turned on. If you're not seeing any lights at all, this means that there is no power being directed to the AP, and it will not boot up.

Finally, check to ensure that your AP is receiving an Internet connection from the particular ethernet port into which the AP is plugged. You'll find the steps to check for Internet connectivity below!

I’m not sure if this Ethernet port I have plugged the Zenreach AP into is serving an Internet connection. How can I check Internet connectivity?

The simplest way to check for Internet connectivity from an Ethernet port is by hardwiring a laptop to the port in question. Follow the steps below to complete this process:

  1. Grab one of the Ethernet cables that came in the box with your Zenreach AP.
  2. Plug one end into your laptop's Ethernet port. Plug the other end of that same Ethernet cable into the port you wish to test.
  3. Turn off your laptop's WiFi, open a new page in your web browser, and try to load a webpage (example: www.espn.com). If the page loads, that Ethernet cable has outbound Internet access, and should be a viable port for the Zenreach AP!

    If the page does not load, this port may be inactive or require static IP information. Continue testing other ports until you find one that lets you through to the Internet.

My business has a firewall (e.g., WatchGuard, SonicWall, etc.) in place. What information do I need to in order to make a port on my firewall viable for the Zenreach AP?

  • The Zenreach APs simply need a dynamic (DHCP) IP address and unrestricted outbound Internet access from the Ethernet port(s) into which the AP will be plugged.
  • We require outbound access to TCP ports 21, 69 (TCP and UDP), 80, 443, 7898, 1812 (UDP) and 1813 (UDP).
  • We ping 8.8.8.8 and require a response in order to proceed with the software package download.
  • Requests are made to routerapi.wifast.com, routerupdate.wifast.com, gateway.wifast.com, and router.prod.cntr.io.

 

 

General WiFi Questions

My guest WiFi is not working! What do I do?

Don't stress - you can find our troubleshooting guide here.

How do I change my network's name?

Feel free to reach out to your account manager or our support team - we'll be happy to update the name of your network for you!

How much bandwidth do I need?

Bandwidth is the amount of available data expressed in terms of speed, usually in megabits per second (Mbps). The amount of bandwidth you have is defined by the package you’ve purchased from your Internet Service Provider (ISP).  

Generally speaking, we recommend having a minimum of 10 Mbps and upgrading as needed. A good rule of thumb is to have one access point and 30-50 Mbps per every 50 guests on-site, depending on environmental considerations (layout, walls, obstructions, etc.)

Not sure what bandwidth you currently have? Check with your ISP.

Can I limit the amount of bandwidth my customers can use?

Yes - just email support@zenreach.com for assistance.

How far does my WiFi signal reach?

One access point generally covers about 2,000 square feet, which is about 150 feet in any given direction. However, this is dependent on the number of obstructions (walls, doors, etc.) between the access point and guest area. We recommend installing the access point in a centrally located area and testing the signal strength at various spots throughout your business to ensure a strong connection.

For more tips about improving the strength of your WiFi signal, click here.

Can I extend the range of my WiFi?

If you need to extend the range of your WiFi, an additional access point will be necessary. Unfortunately, we’re not able to support extenders or repeaters as they disrupt Zenreach’s ability to track guest visit behavior and accurately report your customer data.

 

Emails

Can I cancel an email campaign after I've pressed "send"?

Unfortunately, as with any other email platform, once an email campaign has been sent it cannot be undone. We recommend that you utilize the "test email" feature on the final page of the email campaign creator before sending out the full campaign. This allows you to send the email campaign to just yourself before any of your customers!

 

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