Basics of Troubleshooting - Touchscreen Recovery Device

Important:

Most issues with the Recovery device can be resolved with a simple restart. Before attempting any other troubleshooting steps, always try restarting the device first.

To restart:

Use the power switch located at the bottom-right corner of the device. Turn the switch off, wait a few seconds, then turn it back on.

During startup, the system will automatically recheck for updates and re-establish connections.

Using the Diagnostic Overlay

The Recovery device includes a built-in Diagnostic Overlay that provides access to important system information and troubleshooting tools. You’ll see this referenced in several of the steps below.

To access the overlay:

1. Tap the settings icon in the top-right corner of the category selection screen, or
2. Tap the invisible settings icon in the top-right corner of the home screen

The overlay allows you to:

1. View internet connection status and speed
2. See the device’s serial number
3. Reset bandwidth tracking
4. Unpair the device from its assigned zone
5. Restart the Bluetooth pairing process
6. Adjust the system volume
7. Exit kiosk mode to the home screen/system settings
8. Note that a password is required to exit the FOD Recovery app. Please reach out to support for assistance

This tool is especially helpful for managing basic issues without restarting the device.

Common Issues and Solutions

• Device is unresponsive or frozen

As noted above, restart the device using the power switch. This resolves most system issues and triggers an automatic update check.

• Network connectivity problems

If the device cannot connect to the internet, it will prompt you to reconnect during startup.

1. For Wi-Fi connections:

   Ensure the included Wi-Fi antenna is securely connected (upper-left corner on the back panel). Reconnect to your Wi-Fi network through the setup flow.

2. For Ethernet (wired) connections:

   Make sure the Ethernet cable is securely connected to both the device and the network port.

   If you're still having issues, try replacing the Ethernet cable with a different one to rule out cable failure.

• Bluetooth connection issues

If Bluetooth headphones won’t connect, disconnect, or have become unresponsive:

1. Open the Diagnostic Overlay (see instructions above).
2. Restart Bluetooth pairing:
3. In the overlay, tap the “BLUETOOTH” option.
4. This resets the Bluetooth system and reopens the pairing flow so you can connect your headphones again.

For further assistance, please contact our support team.