Kiosk
How to Troubleshoot Network
Step-by-step troubleshooting for the Kiosk Offline alert — verify network settings, reconnect to grid, reseat or swap the ethernet cable, power cycle, and validate the network port.
📋 Overview
The Kiosk Offline alert appears on the Checkout Screen and in Manager Mode when the kiosk cannot reach Mashgin's servers. This is almost always caused by a network configuration issue, a loose Ethernet cable, or a failing port. The steps below walk through how to diagnose and resolve the alert without escalating.
🛠️ How to Troubleshoot
Step 1. Check Network Settings and Run a Test
- Go to Manager Mode > Advanced > Network > Ethernet
- Verify and confirm Static IP or DHCP settings are correct
- Press Save
- Go to the Network Test tab and run a Test
- If all tests are successful, the alert should clear from the main page of Manager Mode
- If any of the tests fail, move on to Step 2
For more information about what each network test means, see Understanding the Kiosk Network Test.
Step 2. Attempt to Reconnect to Grid
- Go to Manager Mode > Advanced > Reconnect to Grid
- The kiosk will attempt to renew its connection to Mashgin Servers
- Success: a green check flashes next to Reconnect to Grid
- Failure: an orange X appears
- If unsuccessful, move on to Step 3
Step 3. Reseat the Ethernet Cable
- Reseat the Ethernet cable on the back of the kiosk — unplug it for a few seconds, then plug it back in
- Go to Manager Mode > Advanced > Network > Test
Step 4. Power Cycle the Kiosk
Follow the full power-cycle procedure in How do I power cycle the kiosk?.
- If the alert persists after a full power cycle, move on to Step 5
Step 5. Try a New Ethernet Cable & Check the Port
- Plug a different (known good) CAT6 or CAT5E Ethernet cable into the port and into the back of the kiosk
- If the Network Tests still fail, check the network connection of the port itself
For the site's firewall, VLAN, and port requirements, see Network Architecture Guide.
💡 Tips
Always run a Network Test after every change — it's the fastest way to confirm whether the fix worked before moving to the next step.
If the same kiosk goes offline repeatedly even after a clean Step 1–5 pass, the issue is likely upstream (switch, VLAN, or firewall). Escalate with the requirements in Network Architecture Guide.
🔗 Related Articles
- Understanding the Kiosk Network Test — reference for interpreting each Network Test result while working through Step 1.
- How do I power cycle the kiosk? — the next step if a network reset doesn't clear the alert.
- How do I resolve an unresponsive staff checkout screen? — an offline kiosk often presents as an unresponsive screen, so check this if the screen is also frozen.
Network Architecture Guide — the site network's firewall, VLAN, and port requirements, for upstream escalations.
Need help? Contact support at 📧 help@mashgin.com or call (855) 475-0889