Use this article when the Vizmo Kiosk app shows an error, will not pair, or appears as Offline in the Vizmo portal. Start with the message on the kiosk screen, then work down the list.

Before you start

• Have the kiosk device in front of you.
• To check kiosk status or pair a kiosk, sign in to the Vizmo portal as an Admin or Location Admin.

Start with what the kiosk shows

• A yellow banner with a cloud-off icon on the welcome screen, reading "No Internet Connection. Running in limited functionality mode": the kiosk is paired but cannot reach Vizmo. Check the Wi-Fi or network connection on the device.
• "No Internet" with a Wi-Fi-off icon, in place of the pairing code: the kiosk is not paired yet and has no connection. Connect the device to the network, and the pairing code appears.
• "Please pair your kiosk to continue" with a passcode: the kiosk is not paired to a location. See The kiosk shows a pairing code below.

  

• The portal shows the kiosk as Offline: in the portal, go to Devices > Kiosks. The Status column is an icon, so hover over it to see Online or Offline. Offline means the portal cannot currently see the kiosk. Check that the app is open on the device and that the device is online.

  

The hover text may add — Legacy/unverified after the status. That means the kiosk's app version cannot report a live status, so check the kiosk screen itself.

Check the device

1. Confirm the device is on a working network and can open other online pages.
2. Confirm the device meets the requirements in Install the Vizmo Kiosk app.
3. Close and reopen the Vizmo Kiosk app, then check whether the screen has changed.

The kiosk shows a pairing code

A kiosk that is not paired shows a passcode. Enter that code in the portal to pair it: follow Set up and pair a Vizmo Kiosk. On kiosks that show Select client, choose a client first, then tap Get passcode.

If the portal says Invalid passcode, compare what you entered with the code currently on the kiosk screen. The code has 6 characters, and all 6 must be entered.

Pair Kiosk is missing or greyed out

• Missing: you are in Company View, your role does not allow pairing kiosks, or the Visitors or Rooms product is not active for the location.
• Greyed out, with a message at the bottom of the page about pairing more kiosks: you have reached the number of kiosks your location allows. Unpair a kiosk you no longer use (see Set up and pair a Vizmo Kiosk).

Availability: if this option is greyed out or missing, contact your Vizmo account manager.

The app keeps closing or going offline

1. Keep the device plugged in, and set its screen to stay on while the kiosk is in use.
2. Check the Wi-Fi signal where the kiosk stands. Move the device closer to the router, and turn off any Wi-Fi sleep or battery-saving setting that disconnects it when idle.
3. Update Vizmo Kiosk from the App Store or Google Play, then restart the device.

Badges do not print

If the kiosk works but badges do not print, check the printer setup in Add a printer and Set a static IP address for a printer.

If the problem continues

Contact Vizmo support at support@vizmo.in and include the location and kiosk name, the device model, the operating system version, the time it happened, the screen or message shown, and whether other devices at the same location are affected. Leave out passcodes and visitor personal details.