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Keep Your Kiosk Connected During Check-In

Quick Check

Most hotels can verify these settings in about 5 minutes.

Use this guide when a kiosk shows Unable to start check-in, reconnects slowly, or loses access briefly. Short network interruptions should recover automatically.

Quick Reference​

What to checkRecommended setupWhy it helps
Wi-Fi networkDedicated staff or kiosk SSIDReduces congestion and captive-portal interruptions
DNSReliable public or hotel-managed DNSHelps the kiosk find the check-in service consistently
iPad settingsPrivate Relay off for the kiosk networkPrevents changing network routes during sign-in
PowerKeep the kiosk connected to powerPrevents sleep from interrupting check-in
Browser or appKeep AVA open in the foregroundLets recovery continue after the network returns
Device verificationVerify each staff kiosk deviceEnables protected staff actions and faster kiosk sign-in

Prepare the Hotel Network​

Ask your hotel IT team to complete these checks for every kiosk.

  1. Create a dedicated SSID for kiosk devices.

  2. Keep the SSID connected to the internet during operating hours.

  3. Avoid captive-portal pages that require repeated sign-in.

  4. Allow the kiosk to reach the AVA check-in website and its sign-in services.

  5. Use reliable DNS from your hotel network or a trusted public provider.

  6. Avoid aggressive firewall or DNS filtering for AVA traffic.

  7. Keep the kiosk away from Wi-Fi dead zones and overloaded access points.

    ✓ The kiosk should load the AVA welcome screen without a network warning.

Network changes

After changing DNS, firewall, or Wi-Fi settings, restart the kiosk browser or app. Then complete one test check-in before returning the device to guest use.

Configure an iPad Kiosk​

Complete these checks on each iPad used for self-service or assisted check-in.

  1. Connect the iPad to the dedicated kiosk SSID.

  2. Open iPad Settings → Wi-Fi and confirm the kiosk network is connected.

  3. Select the connected network and turn Private Wi-Fi Address off if your IT policy requires a fixed device identity.

  4. Open iPad Settings → [your name] → iCloud → Private Relay.

  5. Turn Private Relay off for the kiosk configuration if it changes the route to AVA.

  6. Connect the iPad to power.

  7. Keep the AVA kiosk page or app open in the foreground.

  8. Lock the iPad into the approved kiosk mode.

    ✓ The welcome screen should remain available after the iPad wakes.

iPad setting names

Apple may place these settings in different sections after an iPadOS update. Ask hotel IT for help if a setting is unavailable or managed remotely.

Verify the Kiosk Device​

Verify the exact browser or kiosk device before staff use Assisted Check-In.

  1. Open Settings → Kiosk in AVA.

  2. Open the matching kiosk row.

  3. Select Get verify link.

  4. Choose Assisted Check-In (ACI).

  5. Select Show QR.

  6. On the staff kiosk, select Verify Device.

  7. Scan the latest QR code and wait for AVA to reload.

    ✓ ACI should show the device as Ready.

Verification helps AVA recognize an approved staff kiosk. It does not replace the issued sign-in session or hotel network connection.

Verified kiosk sign-in

A verified staff kiosk may skip the Google bot check during sign-in. The kiosk still needs internet access, a live device credential, and the correct hotel assignment.

Recover a Slow or Interrupted Sign-In​

AVA now retries temporary sign-in failures automatically. Keep the kiosk open while it reconnects.

  1. Check that the kiosk still shows the hotel Wi-Fi network.

  2. Wait while the spinner shows Connection is slow. Reconnecting….

  3. Do not restart the iPad during the first recovery attempt.

  4. If the page shows Retry, select it after confirming the network.

  5. If the tab was in the background, bring it back to the foreground.

  6. If the iPad regains internet access, wait for AVA to retry automatically.

    ✓ The kiosk should return to the welcome screen without a full device restart.

What You See → Fix​

"Unable to start check-in" appears​

What you see: The kiosk stops at an error screen after sign-in.

Fix:

  1. Confirm the iPad is connected to the kiosk SSID.
  2. Open another approved website to test internet access.
  3. Return to AVA and select Retry.
  4. If the error returns, restart the kiosk browser or app.
  5. Ask hotel IT to check DNS and firewall access.

"Connection is slow. Reconnecting…" stays visible​

What you see: The kiosk keeps reconnecting and does not show the welcome screen.

Fix:

  1. Move the iPad closer to the nearest access point.
  2. Confirm the SSID has internet access without a captive portal.
  3. Temporarily test the kiosk on a known-good hotel network.
  4. Return to the dedicated kiosk SSID after testing.
  5. Contact support if only AVA fails on a stable network.

The kiosk fails after returning from sleep​

What you see: Sign-in fails after the iPad screen was locked or the app was backgrounded.

Fix:

  1. Bring AVA to the foreground.
  2. Confirm the iPad is still connected to Wi-Fi.
  3. Wait for automatic recovery.
  4. Select Retry if AVA shows the button.
  5. Keep the iPad connected to power and disable unnecessary sleep behavior.

Only one kiosk has the problem​

What you see: Other kiosks on the same hotel network work normally.

Fix:

  1. Compare the affected iPad's Wi-Fi and Private Relay settings with a working kiosk.
  2. Forget and rejoin the kiosk SSID.
  3. Restart the AVA kiosk browser or app.
  4. Verify the device again in Settings → Kiosk.
  5. Run one test check-in before guest use.

Still Stuck?​

Contact success@vouch-technologies.com if:

  • ❌ The kiosk still fails on a stable network.
  • ❌ Multiple kiosks fail at the same time.
  • ❌ The device remains unable to verify.

Helpful details include:

  • Screenshot of the kiosk message
  • Hotel name and kiosk label
  • Time the issue started
  • Wi-Fi, DNS, or firewall changes made recently
  • Whether other devices can open the AVA check-in page