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Reset Guide
Most CaptiFi device issues are fixed with a simple restart.
Restart (Power Cycle)
The equivalent of "turn it off and on again" — settings and enrolment are kept.
- Unplug the PoE injector from power (or the PoE switch port if you use one)
- Wait 10 seconds
- Plug it back in
- Wait 2-3 minutes for it to boot — the light returns to solid green and the dashboard status returns to Online
Use when: the device seems unresponsive, guests can't see the WiFi network, or the dashboard shows it Offline despite your internet working.
Remote Restart & Factory Reset
CaptiFi devices are managed remotely. If a restart doesn't fix the issue, contact support and we can:
- Reboot the device remotely — no visit to the device needed
- Factory reset it — wipes the configuration back to defaults
The Physical Reset Button
| Press | What happens |
|---|---|
| Short press, under 3 seconds | Restarts the network services and the secure tunnel. Settings and activation are kept. The light pulses blue, then returns to green. |
| 3 to 9 seconds | Nothing. This is a deliberate buffer so a slightly long press cannot release the device. |
| Held for 10 seconds or more | Releases the device from your venue: it tells CaptiFi it has been unlinked, resets the WiFi name back to CaptiFi Setup and reboots, so the light comes back purple. |
A 10-second hold removes the activation
After a 10-second hold the device has to be activated again with an activation PIN, which support provides. Do not hold the reset button unless support asks you to, or you are moving the device to another venue.
Contact: hello@captifi.io, or live chat on captifi.io.
Moving the Device
Moving to a new spot in the same venue? Just unplug it and plug it in at the new location — no reset needed, it reconnects automatically.
Moving it to a different venue or account? Contact support first so we can re-assign it properly.
After Any Restart
- Wait for the device to fully boot (2-3 minutes)
- Check the dashboard status is Online — see the Device Status Guide
- Connect a phone to the guest WiFi and confirm the splash page appears