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  3. Troubleshooting

Guac iPad And iOS Troubleshooting

Updated

Table Of Contents

Explainer

How To

What To Know

Explainer
Guac iPad And iOS Issues

Guac displaying the Fiesta Hardware Dashboard with Guac and the printer disconnected and the camera connected

 

Guac relies on the connection between the Guac Brain and the Fiesta iOS App to communicate with the booth's hardware. If Guac, the camera, or the printer appears disconnected, or if the iPad is not charging, use the sections below to identify and resolve the issue.

 

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What To Know
Guac Not Connected

Fiesta Hardware Dashboard showing Guac disconnected with a message to check the cable connection and Ethernet settings

Possible causes:

  • The iPad is not connected to the USB-C cable
  • Guac is not connected to power
  • The iOS Ethernet settings are not correct

What to check:

  • The USB-C cable is securely connected to the iPad inside Guac
  • Guac is plugged into power
  • The Ethernet settings in the iPad Settings app

 

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How To
Resolve: Guac Not Connected

If Guac is powered on and the iPad is connected:

  1. Open the iPad Settings app
  2. Tap Ethernet in the left navigation
  3. Tap the Ethernet interface shown on the right
    • The Ethernet interface may appear as AX88179A or USB 10/100/1000 LAN.
  4. Confirm that the settings are correct:
    • Configure IP: Manual
    • IP Address: 172.16.0.7
    • Subnet Mask: 255.255.255.0

Return to the Fiesta iOS App and open the Hardware Dashboard to confirm that Guac shows as connected.

 

Notes:

 

Still not connected? Submit a request and include a picture of the Guac Brain's indicator lights and the cable connections inside the Guac Head.

 

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What To Know
Camera Not Connected

Fiesta Hardware Dashboard showing the camera disconnected while Guac and the printer are connected

Possible causes:

  • Camera is not powered on
  • The data sync cable is not connected to the camera or USB hub
  • The iPad is not connected to the USB-C cable

What to check:

  • The camera is powered on
  • The data sync cable is firmly connected to both the camera and the bottom USB port of the USB hub inside the Guac Head
  • The iPad is connected to the USB-C cable
  • The iPad is charging when the booth is plugged into power

 

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How To
Resolve: Camera Not Connected

If the camera's back screen is black and the camera will not turn on:

  1. Confirm that the camera's power switch is turned on
  2. Confirm that the dummy battery is fully inserted into the camera
  3. Route the dummy battery cable through the opening beside the battery compartment and completely close the battery door

If the camera still does not power on, follow the Guac Camera Troubleshooting guide.

 

If the iPad is connected to the USB-C cable but it is not charging:

  1. Open the iPad Settings app
  2. Tap General
  3. Tap Shut Down
  4. Slide to power off the iPad
  5. Unplug Guac from power and wait 15 seconds
  6. While Guac is unplugged, disconnect and securely reconnect the camera's USB data cable to the Guac USB Hub
  7. Plug Guac back into power and wait for the iPad to turn on. If it does not turn on automatically, turn it on manually
  8. Confirm that the iPad displays the charging icon, then open the Fiesta iOS App and check the Hardware Dashboard to confirm that the camera shows as connected

 

If the iPad is connected and charging:

  1. Open the iPad Settings app
  2. Tap Privacy & Security
  3. Tap Files and Folders
  4. Toggle on Fiesta

Close and reopen the Fiesta iOS App, then check the Hardware Dashboard to confirm that the camera shows as connected.

 

If the camera's back screen displays a battery icon and a laptop icon:

Canon camera screen displaying battery and laptop icons while connected inside the Guac Head
  1. Close the Fiesta iOS App
  2. Disconnect the data sync cable from the side of the camera, then reconnect it
  3. Relaunch the Fiesta iOS App

 

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What To Know
Printer Not Connected

Fiesta Hardware Dashboard showing the printer disconnected while Guac and the camera are connected

Possible causes:

  • The printer USB cable is loose or disconnected at Guac or the printer
  • The printer is not powered on
  • The Ethernet settings are not correct

What to check:

  • The printer is connected to power and turned on
  • The cable connection to the USB port under the Guac Head
  • The cable connection to the USB port on the back of the printer
  • The Ethernet settings in the iPad Settings app

Note: Printing is only available on the Fiesta Pro subscription tier.

 

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How To
Resolve: Printer Not Connected

If the printer is powered on and connected to Guac:

  1. Open the iPad Settings app
  2. Tap Ethernet in the left navigation
  3. Tap the Ethernet interface shown on the right
    • The Ethernet interface may appear as AX88179A or USB 10/100/1000 LAN.
  4. Confirm that the settings are correct:
    • Configure IP: Manual
    • IP Address: 172.16.0.7
    • Subnet Mask: 255.255.255.0

Return to the Fiesta iOS App and open the Hardware Dashboard to confirm that the printer shows as connected.

 

Notes:

 

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What To Know
Error: Check Cables And Ethernet Settings

Fiesta Hardware Dashboard showing Guac disconnected with a warning to check the cable connection and Ethernet settings

Possible causes:

  • Ethernet settings are not correct
  • iPad is not connected to USB-C cable
  • Guac is not connected to power
  • The Ethernet cable is not connected

What to check:

  • The USB-C cable is securely connected to the iPad inside Guac
  • Guac is plugged into power
  • The Ethernet cable inside the Guac Head is securely connected
  • The Ethernet settings in the iPad Settings app

 

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How To
Resolve Error: Check Cables And Ethernet Settings

If Guac is powered on and the iPad is connected:

  1. Open the iPad Settings app
  2. Tap Ethernet in the left navigation
  3. Tap the Ethernet interface shown on the right
    • The Ethernet interface may appear as AX88179A or USB 10/100/1000 LAN.
  4. Confirm that the settings are correct:
    • Configure IP: Manual
    • IP Address: 172.16.0.7
    • Subnet Mask: 255.255.255.0

Return to the Fiesta iOS App and open the Hardware Dashboard to confirm that Guac and the connected hardware show as connected.

 

Notes:

 

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What To Know
Error: Wi-Fi Network Preventing Guac Connection

Wireless network symbol colored in Photobooth Supply Co. purple.

Possible cause:

  • The iPad's Wi-Fi network and Guac's Ethernet connection are using the same IP address range

What to check:

  • The currently assigned Wi-Fi IP Address:
    1. Open the iPad Settings app
    2. Tap Wi-Fi in the left navigation
    3. Tap the i button next to the Wi-Fi network you are connected to
    4. Check the IP Address under IPv4 Address

 

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How To
Resolve Error: Wi-Fi Network Preventing Guac Connection

If the Wi-Fi IP address starts with 172.16.0:

  1. Open the iPad Settings app
  2. Tap Ethernet in the left navigation
  3. Tap the Ethernet interface shown on the right
    • The Ethernet interface may appear as AX88179A or USB 10/100/1000 LAN.
  4. Tap Configure IP
  5. Select Manual
  6. Tap IP Address
  7. Enter 10.0.0.7
  8. Tap Subnet Mask
  9. Enter 255.255.255.0
  10. Tap Save

Return to the Fiesta iOS App and open the Hardware Dashboard to confirm that Guac and the printer show as connected.

IMPORTANT: The 10.0.0.7 address should only be used when the current Wi-Fi network conflicts with Guac's primary Ethernet address. Change the Ethernet IP address back to 172.16.0.7 before your next event.

 

If the Wi-Fi IP address does not start with 172.16.0:

  1. Open the iPad Settings app
  2. Tap Ethernet in the left navigation
  3. Tap the Ethernet interface shown on the right
    • The Ethernet interface may appear as AX88179A or USB 10/100/1000 LAN.
  4. Tap Configure IP
  5. Select Manual
  6. Tap IP Address
  7. Enter 172.16.0.7
  8. Tap Subnet Mask
  9. Enter 255.255.255.0
  10. Tap Save

Return to the Fiesta iOS App and open the Hardware Dashboard to confirm that Guac and the printer show as connected.

 

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What To Know
iPad Not Charging

Possible causes:

  • The iPad is not plugged into Guac
  • The USB-C cable is not connected to the USB hub inside Guac
  • The power adapter is not plugged into the outlet inside Guac

What to check:

For testing, plug Guac directly into a wall outlet without an extension cord or external power strip

  • The fan is running, confirming that Guac is receiving power
  • The USB-C cable is connected to the iPad
  • The USB-C cable is securely connected to the USB hub, and the hub's power adapter is plugged into the outlet inside the Guac Head
  • The USB-C cable and connector are secure, visibly undamaged, and not intermittently disconnecting
  • If the iPad battery is below 20%, charge it with a standard iPad charger before reconnecting it to Guac

 

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How To
Resolve: iPad Not Charging

If the iPad is still not charging:

  1. Open the iPad Settings app
  2. Tap General
  3. Tap Shut Down
  4. Slide to power off the iPad
  5. Unplug Guac from power and wait 15 seconds
  6. While Guac is unplugged, disconnect and securely reconnect the USB-C cable to the iPad
  7. Plug Guac back into power and wait for the iPad to turn on. If it does not turn on automatically, turn it on manually.
  8. Confirm that the iPad displays the charging icon, then open the Fiesta iOS App and check the Hardware Dashboard

If the iPad is still not charging: Remove it from Guac and test it with a standard iPad charging cable and power adapter. If the iPad charges outside Guac but not inside the booth, use the Submit a request form and include a video showing both charging tests and the connections inside the Guac Head.

 

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