Ripple Maker II/Pro - How to connect to the internet & Troubleshoot

Phase 1: Agent Intake & Initial Triage

1. Collect Machine Identifiers:
   • Request the Serial Number (back/bottom sticker or Menu ≡ > Settings > About).
   • Ask for the OS version and Software version (Settings > About).
   • Ask for a clear photo or short video of the Connectivity screen showing current status and error messages.
2. Verify Network Type:
   • Ask if the venue uses an open guest network with a captive portal (browser login page). Note: Ripple Maker cannot complete captive browser logins directly without IT MAC whitelisting.
   • Confirm whether the network requires a 2.4 GHz connection or uses 5 GHz only.
3. Quick Restart & Reset:
   • Go to: Menu ≡ > Settings > System > Machine Restart.
   • If previously connected to this network: tap the network name and select Forget Network, then reconnect from scratch.

Phase 2: Step-by-Step Connection Setup (Guide the Customer)

Walk the customer through one of the three supported connection methods below:

Method 1: Built-in Wi-Fi

• Navigation: Tap Menu ≡ > Settings > Connectivity > Wi-Fi.
• Action: Select the venue's network, enter the password carefully (passwords are case-sensitive), and tap Connect.

Method 2: External USB Wi-Fi Dongle

Used when the machine is located far from the router or operating in environments with metal counters/interference.

• Firmware Requirements: OS version 1.6.2+ and Software version 1.21.35+ (verify under Settings > About).
• Hardware Setup: Insert the approved USB dongle firmly into the USB port on the back of the Ripple Maker.

• Enable Dongle in Settings:

  1. Go to Menu ≡ > Settings > Connectivity.
  2. Under the WI-FI section, tap on ADVANCED (below the Wi-Fi Change option).
  3. In the popup menu, toggle CONNECT VIA DONGLE to ON.

  

  

• Action: Select the Wi-Fi network from the list and enter the password to connect.

Method 3: Ethernet (LAN) Cable

The most stable option. Recommended for live events and venues with unreliable Wi-Fi.

• Setup: Plug a LAN cable into the RJ45 port on the back of the machine.
• Automatic (DHCP): Menu ≡ > Settings > Connectivity > Ethernet > toggle Auto to ON.
• Manual (Static IP): Toggle Auto to OFF and tap Edit to enter Static IP, Subnet Mask, Gateway, and DNS (customer's IT specialist provides these).

Phase 3: Verify the Connection

1. Open the Menu (three horizontal lines).
2. Tap Settings > Connectivity.
3. Select Network Configuration and tap Network Check.
• Success: The machine is online and ready to print. Ask the customer to run Settings > Content > Sync Content.
• Failure: Continue to Phase 4.

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Phase 4: Troubleshooting

Step 1: The Hotspot Test (determines machine vs. network)

1. Ask the customer to enable a Mobile Hotspot on their phone.
2. Try connecting the Ripple Maker to the hotspot.
   • If it connects: The machine is functional. The issue is the venue network/firewall → go to Step 3.
   • If it fails: Try the Ethernet method. If Ethernet also fails, treat as a possible hardware issue → go to Phase 5.

Step 2: The Wi-Fi list is empty or the connection fails

1. Move the machine closer to the router, or use the official USB dongle or an Ethernet cable.
2. Restart the machine (Settings > System > Machine Restart) and reopen Settings > Connectivity.
3. Run the hotspot test to rule out a network restriction.
4. If the list is still empty, escalate (Phase 5).

Step 3: New logo or design isn't showing on the machine

If the machine is offline, or assigned to a different location than the one where designs are stored, new content won't appear. Check that:

1. The machine is online (Settings > Connectivity > Network Check).
2. The machine is assigned to the correct location. See How To Create or Change your Ripples Maker's Location.
3. Go to Settings > Content and tap Sync Content.

Step 4: Local Network Configuration (send to the customer's IT)

If the machine works on a hotspot but not on the venue network, the customer's IT may need to whitelist the device or open ports.

1. Port & Protocol Requirements

• Standard Traffic: Secured HTTPS (Port 443).
• Remote Support: Port 2022 (over SSL).
• Connectivity Health Check: http://clients3.google.com/generate_204

2. Whitelist Domains

• *.drinkripples.com
• *.coffeeripples.com
• *.coffeeripplescn.com (China only)
• *.cloudinary.com
• *.azurewebsites.net
• *.locize.io
• logs.logdna.com

3. MAC Address Filtering & Captive Portals

• If the network uses MAC filtering or a captive portal (login page), the customer's IT must whitelist the machine's MAC address.
• Find the MAC address: Menu ≡ > Settings > Connectivity.

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Phase 5: Escalation & Hardware Replacement

Escalate to hardware review only if: the machine fails the hotspot test and fails on Ethernet, or the Wi-Fi list stays empty after restart and dongle/Ethernet attempts.

Information checklist before escalating:

• Serial number and MAC address
• OS version and Software version
• Network type (guest/captive portal/MAC filtering) and 2.4 GHz vs 5 GHz
• Connection methods tried (Wi-Fi, dongle, Ethernet)
• Network Check result and hotspot test result
• Photo or video of the Connectivity screen
• Whether the customer is at a live event (urgency)

Customer-facing article to send: Connecting Your Ripple Maker to the Internet (add the exact Help Center link here).