If your Hand Held Terminals (HHTs) are dropping off the wireless network, this is usually caused by connectivity issues when moving between network access points, or by the HHT entering an area with a poor signal. Follow the guidance below to identify and resolve the issue.
⚠️Important: If your scanners are timing out or showing errors specifically during stock movements — rather than dropping off the network entirely — the cause is more likely the Access Connect service on the web server becoming unresponsive. See Error: ALERT — there was a problem executing the configured procedure for steps to restart the Access Connect service and resolve this.
Wireless connectivity
HHTs can drop off the network when moving between wireless access points or entering areas with a weak signal. You will need to have your wireless infrastructure checked to rule this out as the cause.
Identify whether the HHTs drop off in specific locations or throughout the site.
Note any patterns — for example, whether the issue occurs near the edges of wireless coverage zones.
Contact your network or IT team to review your wireless access point coverage and signal strength across the affected areas.
Ask your IT team to check the roaming settings on the HHTs to ensure they are configured to switch between access points smoothly.
Comms software on the HHTs
In addition to the wireless infrastructure, the communications software installed on the HHTs should be reviewed to ensure it is configured correctly.
Ask your IT team or HHT supplier to check the comms software settings on the devices.
Ensure the software is up to date and configured to maintain a stable connection when roaming between access points.
Raise a support case
If you have checked your wireless connectivity and comms software but the issue persists, please raise a support case with us. To help us investigate, include the following information:
A description of when and where the HHTs drop off the network.
The number of devices affected.
Any error messages displayed on the HHTs when the issue occurs.
Details of any recent changes to your network or HHT configuration.
📌Note: Please advise of any error messages shown on the HHTs when they drop off the network, as this will help us identify the cause more quickly.