Kiosk
How do I resolve a kiosk offline alert?
Step-by-step troubleshooting guide for resolving a kiosk offline alert, covering network settings, reconnection, ethernet reseating, power cycling, and cable replacement.
A kiosk offline alert means the kiosk has lost its connection to Mashgin servers. Follow these steps in order to restore the connection.
📶 Check Network Settings and Run a Test
Step 1. Verify network settings
- Navigate to Manager Mode → Advanced → Network
- Verify that Static IP or DHCP settings are correct for your site
- Press Save
- Go to the Network Test tab and run a test
Reference Image: Accessing Network, verifying, and testing
If all tests pass, the offline alert should clear from the main Manage Mode screen. You’re done!
If any test fails: Continue to the next steps below.
For help interpreting network test results, see What do the kiosk network tests mean?
🔄 Attempt to Reconnect
Step 2. Reconnect to Grid
- Navigate to Manager Mode → Advanced → Reconnect to Grid
- The kiosk will attempt to renew its connection to Mashgin servers
- ✅ Green check next to "Reconnect to Grid" = connection successful
- ❌ Orange X = connection failed, continue troubleshooting
🔌 Reseat the Ethernet Cable
Step 3. Reseat the Ethernet connection
- Locate the Ethernet cable on the back of the kiosk
- Unplug the cable and wait a few seconds
- Plug it back in firmly
- Navigate to Manager Mode → Advanced → Network → Test and run a network test
🔁 Power Cycle the Kiosk
Step 4. Perform a full power cycle
Power cycle the kiosk following the standard Kiosk Power Cycle Steps. After the kiosk restarts, check whether the offline alert has cleared.
See How do I power cycle the kiosk? to learn how to power cycle properly.
📞 Try a New Ethernet Cable
Step 5. Test with a known-good cable
- Plug a known-good CAT6 or CAT5E Ethernet cable into the network port, then into the back of the kiosk
- Navigate to Manager Mode → Advanced → Network → Test and run a network test
If the network test still fails after a new cable:
- Check the network configuration of the wall port itself
- Visit to request a network diagram for your site
- Contact Mashgin Support for further assistance
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Need help? Contact support at 📧 help@mashgin.com or call (855) 475-0889