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App Reloads or Shows a Blank Screen

Quick Setup

Most reload or blank screen issues resolve in under 2 minutes after a refresh and cache clear.

This guide helps you recover when AVA keeps reloading, shows a blank screen, or fails to start check-in. It also explains the recovery screen shown when a paired kiosk cannot load. Kiosks may reload once after an update so they can load the latest bundle. AVA may also briefly wait while it loads PMS-backed check-in settings.

Quick Reference​

What you seeWhy it happensDo this
Check-in shows Starting check-in...AVA is loading secure startup or PMS-backed settingsWait briefly or retry
"Unable to start check-in"Secure startup could not completeCheck your connection and retry
Paired kiosk shows a connection recovery screenThe kiosk lost network access or could not restore sign-inFollow the recovery steps
Kiosk shows Reconnecting...AVA is retrying sign-in automaticallyWait for automatic recovery
Kiosk shows startup recovery instead of a blank screenThe kiosk could not load its check-in filesRetry kiosk startup
Blank screen after loginYour browser is still using old filesRefresh and reopen the app
Page reloads once after login or after an updateThe app is updating to new filesWait for the reload to finish
ACI shows a new-version bannerA front-desk tab found a newer AVA deploymentFinish the guest, then refresh
Language selector keeps reloading after a translation changeThe app is recovering from a translation updateWait for it to settle
Brief refresh after returning to a tabAVA is running a background session checkWait a few seconds
Selected page does not open immediatelyAVA is loading that page's filesWait before refreshing
"Navigation unavailable" on the left panelThe sidebar failed to renderRetry the sidebar
Buttons do not respondPart of the page did not loadRefresh and clear cache

Quick Recovery Steps​

  1. Wait 10 seconds to see if the app reloads on its own.
  2. Select the browser Refresh button.
  3. If the screen stays blank, close the tab and open the app again.
  4. If the issue repeats, wait one minute and try again.

✅ In most cases, the app loads normally after these steps.

Detailed Fix Steps​

Step 1: Refresh the page​

  1. Select the browser Refresh button.
  2. Wait for the page to finish loading.

✅ You should see the dashboard or your last page.

Step 2: Clear old files (browser cache)​

Use these steps only if refresh does not work.

  1. Open your browser settings.
  2. Go to Privacy or History.
  3. Clear Cached images and files.
  4. Reload the app.

✅ The app should load the latest version.

Step 3: Try a new tab​

  1. Open a new tab.
  2. Enter the AVA web address.
  3. Sign in again if needed.

✅ A new tab often loads clean files.

Common Scenarios​

Scenario 1: The app keeps reloading

  • Wait one minute before retrying.
  • Then refresh once.

✅ The app prevents repeated reloads within one minute.

Scenario 2: The screen is blank only on one device

  • Clear the browser cache on that device.
  • Try a different browser if possible.

✅ This points to old files stored on that device.

Troubleshooting​

Check-in shows the loading screen​

What you see: The page shows Starting check-in... before the app loads.

Fix:

  1. Wait up to 10 seconds for startup settings to load.
  2. Tap Retry if the button appears.
  3. Refresh the page if it still does not continue.
  4. Sign in again if the problem repeats.

"Unable to start check-in"​

What you see: The page shows a retry screen and says it could not connect securely.

Fix:

  1. Check your internet connection.
  2. Tap Retry.
  3. Refresh the page if the error returns.
  4. Sign in again if the page keeps failing.

Paired kiosk shows a connection recovery screen​

What you see: The kiosk shows Reconnecting... and a countdown, or numbered recovery steps with Try again and Reload app.

Fix:

  1. Check that the kiosk is connected to the hotel Wi-Fi.

  2. Wait up to 20 seconds when the screen shows Reconnecting....

  3. If the recovery steps appear, select Try again.

  4. Wait for the retry to finish. It can take up to 15 seconds.

  5. Select Reload app if the kiosk still does not restore.

  6. Keep the kiosk open while the network returns.

    ✓ The recovery screen should close when the kiosk reconnects.

The kiosk retries automatically during a service or authentication incident. The footnote shows the next automatic attempt when one is scheduled. You may see Reconnecting... briefly before the staff steps appear.

Kiosk shows startup recovery​

What you see: The kiosk shows a recovery message instead of the welcome screen. The recovery screen may appear when kiosk startup files load slowly or fail.

Fix:

  1. Confirm that the kiosk is connected to hotel Wi-Fi.

  2. Wait briefly for AVA to retry startup automatically.

  3. Select Try again when the recovery screen offers it.

  4. Select Reload app if the kiosk still does not start.

  5. Keep the pairing or kiosk link unchanged while you recover the screen.

    ✓ The kiosk should return to the welcome screen after its files load.

AVA keeps the kiosk's pairing and link details during recovery. You do not need to pair the kiosk again for this startup problem. If the recovery screen returns, check the network before trying again.

Kiosk stays on the recovery screen during a service outage​

What you see: The kiosk has Wi-Fi, but the recovery screen remains open because an AVA service is unavailable.

Fix:

  1. Keep the kiosk on the recovery screen.
  2. Wait while AVA retries automatically in the background.
  3. Select Try again to start a retry and wait for its result.
  4. Select Reload app only if the recovery screen does not close after service returns.

The screen shows Reconnecting... while an automatic attempt is due soon. It shows the staff steps if recovery does not finish during the short grace period. The Next automatic attempt footnote shows the scheduled retry time. Retries continue while the kiosk remains open, including overnight. The kiosk pauses background retries while its page is hidden.

✓ The recovery screen closes when the service becomes available again.

If the screen returns, follow Keep Your Kiosk Connected During Check-In.

Page keeps reloading​

What you see: The page reloads more than once.

Fix:

  1. Wait one minute.
  2. Refresh the page once.
  3. Clear cached files if it repeats.

Reloads after a translation change​

What you see: The page keeps reloading after you edit a translation or switch languages.

Fix:

  1. Wait one minute.

  2. Refresh the page once.

  3. If it keeps looping, clear cached files and sign in again.

    ✓ The page should stop reloading after the translation update finishes.

Screen briefly flashes after returning to a tab​

What you see: You return to AVA and notice a short refresh flicker.

Fix:

  1. Wait 5-10 seconds on the same tab.
  2. Confirm the page settles without a full reload.
  3. Refresh once only if the flicker repeats often.

Selected page takes a moment to open​

What you see: You select a menu item, but the current page stays visible briefly.

Fix:

  1. Wait for the selected page to open.
  2. Keep the current page open while AVA loads the new page.
  3. Refresh once if the selected page does not open after waiting.

✓ Keeping the current page visible is expected while a new page loads.

Blank screen after login​

What you see: A white or empty page after the app should have loaded.

Fix:

  1. Refresh the page.
  2. Open the app in a new tab.
  3. Clear cached files if needed.

Kiosk keeps showing old fields after an update​

What you see: A kiosk or check-in page still hides a new field after deployment.

Fix:

  1. Wait for the one-time reload to finish.
  2. Refresh the kiosk page once.
  3. If the old field still appears, close the tab and reopen the check-in link.
  4. If it keeps happening on the same device, clear cached files.

ACI shows a new-version banner​

What you see: A staff ACI screen says a new AVA version is available.

Why this happens: The browser tab stayed open during an AVA deployment. The tab checks for newer files while you work.

Fix:

  1. Finish or safely pause the current guest's check-in.

  2. Select the banner's refresh action, or select the browser Refresh button.

  3. Wait for the staff screen to load before starting another guest.

    ✓ The staff screen should show the latest AVA version.

The banner does not appear on guest-facing check-in screens. Do not refresh while entering guest information or reviewing an arrival. Refreshing during those steps can clear in-progress selections. If the kiosk briefly shows Reconnecting... after the refresh, wait for the countdown. Select Try again only if the recovery steps appear.

Buttons do not work​

What you see: Clicks do nothing.

Fix:

  1. Refresh the page.
  2. Sign out and sign back in.
  3. Try a different browser.

What you see: Left panel shows "Navigation unavailable" or "Sidebar crashed."

Fix:

  1. Keep working on the current page.
  2. Select Try again in the left panel.
  3. Refresh once if the panel still does not load.
  4. Sign out and sign back in if needed.

Still Stuck?​

Contact success@vouch-technologies.com if:

  • ❌ The app is still blank after 10 minutes
  • ❌ The check-in retry screen keeps appearing after refresh
  • ❌ The app reloads every time you sign in
  • ❌ Multiple staff see the same issue

Helpful to include:

  • Time the issue started
  • Browser name and version
  • Screenshot of the blank screen