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Start by connecting an HDMI display directly to the Edge machine, then restart the machine. The screen shows local startup and connection logs, even when the machine cannot reach Stardeck. Take a clear photo of the final error lines. They are usually more useful than a photo of the dashboard’s Offline badge.
If the machine is showing Stardeck-Setup-XXXX, join it and open the setup page. Its Diagnostics panel provides another view of recent Edge, Wi-Fi, and update logs.

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Setup and pairing

Check that the Edge machine has power, then wait several minutes after startup.
  • A flashing green LED means it is waiting for first-time setup.
  • A paired machine with no network waits about two minutes before opening the setup network.
  • A machine that still has a local network connection does not enter Wi-Fi recovery just because the internet is down.
Connect an HDMI display and restart the machine. Look for Wi-Fi, NetworkManager, or startup errors on the local screen.
Stay connected to Stardeck-Setup-XXXX, open Safari or another browser, and go to http://10.42.0.1.The setup network intentionally has no internet. If the phone switches back to mobile data or another remembered Wi-Fi network, reconnect to Stardeck-Setup-XXXX and try again.
The machine looks for networks just before it opens Stardeck-Setup-XXXX, and cannot look again while that network is up — its one radio does one thing at a time. A network it missed on that first look stays missing until it looks again.Choose Rescan for networks under the list. The setup network disappears for about twenty seconds while the machine looks around, then comes back; stay on the page and the list refreshes by itself. If your phone drops off the setup network, rejoin it.If the network still does not appear, choose Other — hidden network and type its name exactly. Hidden networks never appear in the list.
Pairing codes are six digits and last 15 minutes.Return to Settings → Edge Devices, open the machine’s pairing dialog, and select New code. Enter the new code on the setup page.Confirm that you are pairing the correct physical machine and have not created a duplicate machine record.
Rejoin Stardeck-Setup-XXXX when it returns and read the error on the setup page.Common causes are:
  • a Wi-Fi network that requires a browser sign-in
  • blocked DNS or HTTPS access
  • an incorrect machine clock because NTP is blocked
  • outbound UDP port 123 being blocked
If the error says the machine’s date or clock is wrong, allow NTP and retry. Secure connections cannot work until the clock is correct.

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Network and offline machines

Check power, Ethernet, the router, and whether other devices at the location can reach the internet.If the Wi-Fi name or password changed, wait for Stardeck-Setup-XXXX, join it, and enter the new network details. Do not remove the machine or create a new pairing code; Wi-Fi recovery keeps its existing identity.If the local network works but the internet is down, the machine stays connected to the LAN and flashes red. Restore internet access rather than trying to re-pair it.
The dashboard loses contact as soon as the Edge machine leaves its old Wi-Fi. That is expected.Stand near the machine, wait for Stardeck-Setup-XXXX, and join it. If it does not appear, disconnect Ethernet, then restart the machine with an HDMI display attached and read the local network logs.
Expand the machine in the dashboard and check each level:
  1. The machine shows Online.
  2. The peripheral has a green connection dot.
  3. The machine is granted to the app.
  4. The app’s printer or screen alias is not marked broken.
Send a hardware test from the Edge machine settings. If the test works, the remaining problem is in the app’s grant, alias, or job flow.

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Printer and cash-drawer problems

Confirm the printer is powered on, contains paper, and uses a USB data cable. Reseat both ends, try another USB port, and wait a few seconds for discovery.If possible, test the cable with another computer. A power-only cable can turn on a device without carrying data.
Test is disabled when the Edge machine is offline, the printer is disconnected, or no driver has been saved.Make sure the machine is online, the printer has a green dot, choose ESC/POS receipt printer, and save before testing.
Correct the paper width first: normally 48 characters for 80mm paper or 32 for 58mm.For mixed Thai and English, use Image (Thai + Latin, any printer). For a printer with native Thai support, try TIS-620 with code page 21, then 20 or 26.
Confirm the drawer is connected to the printer’s drawer port and Cash drawer attached is enabled. Test pin 2, then pin 5.If neither works, confirm that the printer model can kick the drawer and that the cable matches the printer and drawer.

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Display problems

Confirm the screen is powered on and set to the correct HDMI input. Reseat the cable, then try the other HDMI port.Refresh the Edge machine in the dashboard. A connected display should have a green dot.
First-time kiosk preparation normally takes 5–15 minutes and needs working internet access.If it takes longer, check the HDMI log screen for package-download or disk errors. Restarting does not normally lose the saved display configuration.
Check the display’s content mode, URL, app, and path. For private apps, enable Sign in automatically.If the display is controlled live by an app, check that the machine is granted to that app and that its screen alias points to this display.
Leave the machine powered and online. A rollback means it protected itself by returning to the previous working release.If the status remains Failed or repeatedly rolls back, photograph the HDMI logs and contact support. Do not repeatedly unplug the machine during Applying.

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Resetting a machine

I removed a machine but it still shows online. It resets itself the next time it checks in — about a minute for a machine that is powered on with internet access. A machine that is switched off is told when it comes back. I deleted the record before the machine reset. The machine has no record to check against any more, so it takes about an hour of continuous uptime to decide it has been orphaned. That delay is deliberate — it stops a brief Stardeck outage from wiping a fleet. To reset it now, use the eight-tap gesture in Manage an Edge machine. Delete permanently is not offered. It appears only once a machine is decommissioned. Use Remove device first. Another organization cannot pair this machine. A serial number belongs to one organization at a time. Delete the machine’s record permanently to release it. The eight-tap gesture does nothing. All eight taps must land inside five seconds. If you are using a keyboard, press nothing but Backspace — any other key cancels the sequence, which is what stops ordinary typing from wiping a machine. Holding the power button is not the gesture: a long hold is a hardware power-off that software never sees. On a machine with no power button, use Backspace on a USB keyboard instead. I tapped and the red LED fluttered instead of the green one strobing. That is the five-tap gesture: the machine forgot its Wi-Fi and is restarting into the setup network, still paired. You stopped short of eight. Either give it the network again, or wait for it to come back and tap eight times. Five taps do nothing. The Wi-Fi gesture needs Edge software 0.7.0 or later — check Software when you expand the machine. Also give it the full five seconds: the machine waits for the window to close before acting, in case you were still tapping toward eight. I tapped a few times and nothing happened at all. Between two and four taps is deliberately nothing — neither gesture, and not a shutdown either, because a till that goes dark because someone leaned on the button is worse than a gesture that needs repeating. Tap five times for the Wi-Fi, eight for a reset. The power button does nothing but shut the machine down. The button only becomes available to the gesture after the machine has restarted once on Edge software 0.6.0 or later. Check the version under Software, restart it, or use Backspace on a USB keyboard, which works either way.

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Contact support

Send Stardeck support:
  • the Edge machine name and serial number
  • its dashboard status and Last seen time
  • the LED behavior
  • a photo of the HDMI logs or setup-page Diagnostics panel
  • what changed immediately before the problem
Do not send Wi-Fi passwords, device credentials, or an active pairing code.