Android kiosk shows inactive in Hexnode but apps still workSolved

Yes @ruthg_, a device can continue running local kiosk apps while still failing to communicate with the Hexnode server.

The last check-in time is updated only when the device successfully syncs with Hexnode. If the device has poor or unstable internet connectivity, incorrect date/time, or SSL communication issues, the kiosk may appear active to the end user but show as inactive or non-compliant in the portal.

Recommended checks:

1. Confirm that the Android kiosk has a stable internet connection.
2. Verify that the device date, time, and time zone are correct. Incorrect time can cause SSL validation failures and block portal communication.
3. From Hexnode, trigger a Scan Device action.
4. Check the action history for the Scan Device action.

If the scan action fails or remains pending, it usually indicates that the device is not currently communicating with Hexnode.

Best Regards,
Isabel Lora
Hexnode UEM

I updated the time on the kiosk and then ran Scan Device from the device actions. The action did not seem to complete, and the last check-in still shows as several days old. Other devices are checking in fine, so it looks isolated to this one kiosk.

If the Scan Device action is not completing, that confirms the kiosk is not reaching the Hexnode server at the moment. Since only one device is affected, the most likely causes are local to that device or its network.

In this case, try the following:

1. Check whether the Wi-Fi signal at the kiosk location is weak or unstable.
2. Restart the device after confirming the network is available.
3. If the kiosk is locked down and you cannot properly test Wi-Fi, temporarily exit kiosk mode.
4. Reconnect the device to a stable Wi-Fi network.
5. Reapply kiosk mode after connectivity is restored.

Once the device communicates with Hexnode again, the last check-in time should update automatically, and the compliance status should return to normal if no other policy issues are present.

Best Regards,
Isabel Lora
Hexnode UEM

That makes sense. The kiosk was connected through Wi-Fi at that location and the signal was poor. The apps kept working, but it looks like the device stopped syncing with Hexnode a few days ago.

We have seen this happen with kiosks where the app content is cached or only needs intermittent connectivity. The device may look fine on-site, but MDM commands and check-ins fail if the connection is too weak or drops often. Restarting after fixing Wi-Fi usually gets the check-in moving again.

Exactly. Kiosk app functionality and UEM communication are separate checks. Even if the app appears usable, Hexnode still needs a reliable path to the server for check-ins, compliance updates, and remote actions.

For preventing this in kiosk deployments, it is best to ensure stable Wi-Fi coverage at the kiosk location and keep automatic date/time enabled wherever possible.

Best Regards,
Isabel Lora
Hexnode UEM