Device is Offline

If your Avia device appears offline, it means the device 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

Before contacting support, check the basics:

• 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.

If the lights are stable, the device may be powered and connected.

If the lights are blinking or off, check the power and network connection.

For more details, see the LED Status Guide.

If using Wi-Fi

If the device is connected using Wi-Fi, check that:

• 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

If the store recently changed its Wi-Fi settings, the device may need to be reconnected.

If using Ethernet or PoE

If the device is connected using Ethernet or PoE, check that:

• 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 PoE injector is powered, if using PoE

If using PoE, make sure the device is connected to a PoE-enabled port.

Restart the device

If the device remains offline, restart it by disconnecting power for a few seconds and reconnecting it.

After restarting, wait a few minutes for the device to reconnect.

Need help?

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

When contacting support, 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