The kiosk has no network connection

When the kiosk shows a message about a lost connection, or visitors can't sign in even though the screen looks normal, the kiosk has lost its connection to Systam. In most cases something changed in the network rather than in the kiosk.

Start with the quick checks

1. Check the network cable. Follow it from the kiosk to the wall socket and make sure both ends click into place. A cable knocked loose during cleaning is the single most common cause.
2. Has anything changed in the building? A new Wi-Fi password, a changed static IP address, new firewall rules, an office move or a switch replacement will all cut the kiosk off. If any of these happened recently, that's almost certainly your answer.
3. Test the socket. Unplug the cable from the kiosk and plug it into a laptop. If the laptop gets no connection either, the problem is in the network, not in the kiosk.

Reconnect the kiosk to Wi-Fi

If the kiosk uses Wi-Fi and the password has changed, you can enter the new one yourself.

1. Find the Home button on the back of the display and press it. On some display types you press Home and Power at the same time.
2. Open the hamburger menu in the top right corner (the three lines).
3. Hold the Wi-Fi button for a few seconds to open Network & Internet settings.
4. Select your network and enter the new password.

We recommend a wired Ethernet connection whenever one is available. It removes password changes and signal problems from the equation entirely.

What the kiosk needs from your network

The kiosk needs two things allowed outbound. Nothing else.

Pass this table to whoever manages your firewall. If they have already allowed both and the kiosk still can't connect, ask them one more thing: does the network use a proxy or SSL inspection? Those can block the connection even when the address itself is allowed, and *.systam.io then needs to be excluded from inspection.

Restart the kiosk

Once the network is back, restart the kiosk so it reconnects cleanly — see Restarting a self-service kiosk. The kiosk picks up its own settings again, so there's nothing to set up afterwards.

Tell us and we'll take a look

Contact our support team at support@systam.io. Please include:

• the device name as it appears in Devices in Systam Studio
• whether the kiosk uses a cable or Wi-Fi
• what happened when you plugged a laptop into the same socket
• anything that changed in the network recently, even if it seems unrelated

We can see from our end whether the kiosk is reaching our services at all, which usually tells us straight away whether to look at the network or at the device.

Related articles

• Setting up a new visitor kiosk
• Restarting a self-service kiosk

Back online — and your visitors can sign in again.