Kiosk Diagnostics & Troubleshooting Manual
Troubleshooting Matrix
Section titled “Troubleshooting Matrix”| Symptom | Root Cause | Immediate Diagnostic & Resolution |
|---|---|---|
| “Invalid or Expired Join Code” | The 6-character Join Code expired (15-minute lifespan) | Open Admin Portal > Kiosks & Terminals, click Pair New Kiosk, generate a fresh 6-character code, and enter it into the tablet. |
| “Offline Mode / Connection Lost” | Local Wi-Fi connectivity dropped or signal weak | Check the tablet’s OS Wi-Fi settings. Ensure the device is connected to a stable local network. The application automatically re-establishes API heartbeat when connectivity returns. |
| “Device Revoked / Unregistered” | An administrator clicked Revoke Access in the Admin Portal | The tablet authorization secret was invalidated server-side. To re-deploy the tablet, generate a new Join Code in the Admin Portal and re-pair. |
| “Phone Number Not Found” | Volunteer or constituent is not registered under this partner facility | Staff must open Volunteer Roster and click + Add Volunteer with the person’s phone number. Once added, check-in works immediately. |
| “Touchscreen Numpad Unresponsive” | Browser kiosk mode frozen or screen lock timeout | Restart the browser application or power-cycle the tablet device. |
Device Heartbeat & Health Monitoring
Section titled “Device Heartbeat & Health Monitoring”Administrators can inspect real-time kiosk health in the Admin Portal:
- Navigate to App Sidebar > Kiosks & Terminals.
- Review the Last Heartbeat column for each paired device.
- Devices reporting heartbeats older than 10 minutes are flagged with an offline warning badge.