If your GRUBBRR kiosk is showing as offline, stuck on a loading screen, displaying a "Connection Failed" or "Lane Closed" error, or is otherwise unresponsive, there are several steps you can take before contacting support.

Answer

Follow these steps to troubleshoot a kiosk that is offline or not responding:

1. Perform a full power cycle. Turn off the kiosk directly from its power source (do not simply restart the app), wait a few seconds, and power it back on. A simple reboot from within the app may not be sufficient.

2. Check the internet connection. Verify that the kiosk has a stable network connection. Important: Verify that the kiosk device itself is connected to the network, not just that the location has working internet — a kiosk can show as offline even when other devices at the location have internet access. Make sure that ethernet cables are seated properly (if necessary, unplug the cable and plug it back in firmly). You can also test the cable and network port by connecting a laptop to the same cable and port to confirm the network is functioning properly.

3. Check for any physical hardware issues. Inspect connected peripherals such as printers and payment devices to ensure they are properly seated and functioning. For printers showing as offline, check the physical USB cable connection between the printer and the kiosk — the USB cable may be too short, causing it to disconnect when the paper tray is pulled out to load or unload paper. If this is the case, the cable may need to be untied or adjusted to provide more length and prevent disconnection during normal paper tray operations. A damaged or malfunctioning peripheral can sometimes prevent the kiosk from operating normally.

If the above steps do not resolve the issue, contact the GRUBBRR support team at +1-855-547-8227 or email support@grubbrr.com. The support team can remotely access your kiosk to diagnose and resolve the issue, provided the kiosk is online and connected to the internet.

Note: Remote support requires the kiosk to be connected to the internet. If the kiosk is completely offline, restoring the internet connection is the first priority before remote troubleshooting can begin. Once the kiosk is back online, the GRUBBRR support team can log in remotely to investigate further.

If the issue involves recurring outages or a hardware defect that cannot be resolved remotely, GRUBBRR may coordinate an on-site technician visit to further investigate and resolve the problem.