Avia device is offline

Get your device back online by checking power, lights, and network connection.

If your Avia device appears offline, it is not currently sending data to Avia. This can happen if the device has lost power, lost internet connection, or is not connected to the correct network.

What to check first

  • The device is connected to power

  • The device lights are on

  • The internet connection is working

  • The Ethernet cable is connected, if using Ethernet or PoE

  • The Wi-Fi network is available, if using Wi-Fi

Check the device lights

Look at the LED lights on the Avia device. Stable lights mean the device is likely powered and connected. Blinking or no lights point to a power or network issue: see the LED status guide.

If using Wi-Fi

  • The Wi-Fi network is working

  • The Wi-Fi password has not changed

  • The device is still within range of the Wi-Fi signal

  • The store network has not been changed or restarted

Info: If the store recently changed its Wi-Fi settings, the device may need to be reconnected via the Avia mobile app.

If using Ethernet or PoE

  • The Ethernet cable is fully connected

  • The cable is connected to the correct network port

  • The router or switch is powered on

  • The PoE switch or injector is powered, and the device is on a PoE-enabled port

Restart the device

If the device remains offline, disconnect power for a few seconds and reconnect it. After restarting, wait a few minutes for the device to reconnect.

Need help?

If the device still appears offline after checking power and internet, contact Avia support at avia.support@retailogists.com and include:

  • Store name

  • Device serial number

  • Connection method: Wi-Fi, Ethernet, or PoE

  • Whether the device lights are stable, blinking, or off

  • A photo or short video of the device lights, if possible