Service/Technical Support Request Form

Welcome! You have landed on this page as you need some help.

This page is for laundry Owners or Managers needing help with equipment.

If you are a customer of a laundry we kindly ask you to contact that laundry directly.

Support Request

Name *

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Last Name *

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Contact Phone *

Email *

Customer Business Name *

Site Name/ Location *

What can we help you with today? *

General question

Laundry Machine Service

Nayax Credit Card

Programming Controls

DexterLive/Pay

Machine Manufacturer *

Dexter

Primus

Speed Queen

OtherOther

Choose DexterLive Issue *

Location and Machines are offline

Location Online but Machines Offline

Troubleshooting help for Location and Machines offline If your Location and Machines are reporting offline you will need to do the following. Check the your Internet at this location is up and stableCheck that the lights are lit up on the Dexter live router. .....IF you are capable enough and understand the equipment that has been supplied you can proceed, otherwise please contact your network or IT specialist to assist you. Turn off the Modem, Router, Gateway and Network Switch Laundry machines are connected to. Wait 2 minutes and switch on Modem Wait for modem to start up. Switch on the Router (Cisco or Fortinet) Wait 2 minutes Power on Dexter Live Gateway (look for orange and yellow lights where network cable plugs into it. Both lights should be on with the yellow flashing. **CHECK LOCATION IS ONLINE BEFORE FURTHER DIAGNOSIS*** If location DOES NOT go online...Plug the gateway into the modem and power cycle to see if it the location comes online. If the location comes online the fault is the gateway. If the location STAYS OFFLINE check the internet is working or the Dexterlive gateway has failed. This can be verified by plugging a laptop into the Modem and surfing the internet. Result is self explanatory. If Internet is achieved via the modem then plug the laptop into Cisco or fortinet router (ensure wifi is off on the laptop) and attempt to surf the Internet. If the laptop cannot surf then the Cisco or fortinet router is off or requires setup or has failed. For Network savvy users the IP issued by the router should be 192.168.40.XXX.This can also be checked at the Dexter control board of the washer or Dryer by plugging in a laptop to the Dexterlive cable. Routers can be accessed via the 192.168.40.1 admin page.

Troubleshooting Machines offline If your Location is Online and your machines are offline.... Check that only ONE network cable goes from the Modem to the Router WAN or Internet Port. Check the Network Switch, the device all the machines are connected to, DOES NOT connect to the MODEM!!!! ALSO Check there is no cable from the LAN ports of the Dexter router to the MODEM!!!! Confirm the Network switch Dexter Machines connect to have one cable to one LAN port on the Dexter Liver Router. Check Lights are on and flashing on the dexterlive Router. Generally the issue will be a faulty network switch or round robin loop with a misconnected loop between Modem and Router LAN causing two DHCP servers to interfere with each other. Symptoms will be machines and locations going offline and randomly online, when power cycled. Fix Network Switch, or DHCP Issues.

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