First, confirm the status of the Value Add Center through the Laundro Portal.
Click on your location and note any error messages in the Status field of the Value Add Center(s):

If you have more than one VAC kiosk, and they are ALL showing "VAC Offline", then it is extremely likely that the issue is with the wired internet at your location, and not with the kiosks themselves. Since all kiosks are independent of one another, it's extremely likely for them all to go offline at the same time.

Troubleshooting Video

1. Check Presence of any Status LEDs - is there power?
   Ensure that there are at least some LED lights on the VAC control board.
   
   If there are no lights at all, this indicates a problem with power to the control board,
   ensure the power supply is fully plugged in, and the power bar providing power is turned ON and receiving power
   
   
   
2. Check for the Blue Flashing Status LED - is the software running?
   
   This indicates that the operating system is running on the VAC Control Board.
   
   Note: If this status light is NOT flashing, AND you have a 1st generation VAC control board (picture below)
   try removing the coin-cell battery (if present), and then power cycle the VAC (unplug from power, then plug power back in).
   
   
   The coin-cell battery no longer needs to be installed in this generation of VAC control board, so remove it and do NOT reinstall a new battery
   
   
   Regardless of which version of control board is installed in your VAC;
   if you've power cycled the VAC (unplugged from power, then plugged the power back in) and the blue status light is still NOT flashing on your control board, contact our support team.

   Note: After a power cycle, it will usually takes approx. 20 seconds to 1 min before the Blue Status Light will start flashing continuously.
   
   IF your blue status light is NOT flashing (it's either completely OFF, or solidly ON);
   do NOT continue to step 3 until you've resolved this issue, as the VAC will not connect to the internet if this light is not flashing.
   
   First check to ensure that you do NOT have any USB cables from the PINpad terminal plugged, into one of the VAC control board's USB port (PAX S300 and PAX A35 can sometimes have an extra USB connector on the wiring harness that is NOT used by our system at all).
   If you do have any extra cables from the credit/debit card PINpad terminal plugged, into one of the VAC control board, this can cause the blue status light to remain solidly ON after a reboot.
   
   See our article on PINpad terminal installation to see how the PINpad terminals should be connected to the the VAC control board;
   once the PINpad terminal is connected to the VAC control board correctly, power cycle the VAC again and see if that gets the blue status light to start flashing normally:
   
     Installing PINpad (Credit card terminal) Instruction Article
   
   If there are no extra cables from the PINpad terminal, plugged into the VAC control board, but the blue status light is still NOT flashing; get in touch with our support team.
   
   
   
3. Check the other Status LEDs
1. If the App LED is NOT green;
   contact support as this may indicate an application software problem.
   NOTE: if you just rebooted power to the VAC/control board, it will take about 1-2 minutes for this LED to turn green again.
   
   
2. If the Internet LED IS green;
   check to make sure the VAC is correctly reporting the same Support ID, Location ID, and VAC## as how it appears on the Laundro Portal.
   
   To do this, place a Property Management Card into the VAC card holder;
   on the Management Login screen, check the top left hand corner to make sure the VAC is reporting the correct Support ID, Location ID, and VAC##:
   
   Note: If placing the Management Card gives you a "Wrong Card" message, contact our support team.
   
   The VAC's information should match the Laundro Portal's information exactly:
   
   
   If there are any discrepancies between either the Support ID, Location ID, or VAC##;
   contact our support team so we can help you resolved this issue.
   
   
3. If the Internet LED is NOT green;
   there's a problem with the VAC obtaining an internet connection.
   See the section below for details troubleshooting the internet issue

VAC Control Board Pictures

LEDs on the Green/Blue VAC control board (1st generation - AKA VAC3 board):

Troubleshooting Internet

If the Internet LED is Red while the App LED is Green; follow the steps below

(note: the Payment Status light color does NOT matter, as it's unrelated to any VAC offline issue):

1. Ensure that your internet cable is fully plugged into the SECOND ethernet connector (LAN port).
The internet port will have the label LAN to the left of it, and/or INTERNET below it:

The first ethernet port, labelled "AUX 1" is where a connected credit/debit card PINpad terminal would be plugged in. This port will NOT work to provide the VAC with internet.

2. Ensure there are Link Lights on the ethernet port/connector where your internet cable plugs in on the VAC control board (these are the ethernet port's lights shown in the picture below):

There should be 1 green led, and 1 orange/amber led, on the physical port itself, that will be ON.

These lights are expected to blink from time to time, but they should not be completely OFF.
If both lights are completely OFF, this usually indicates an issue with the ethernet cable plugged into this port (cable may be damaged, or not plugged in on the other end), or with the physical LAN Port on the VAC control board itself.

3. Confirm that your modem/router is set to DHCP (Dynamic IP) - NOT static IP!
If the VAC is connected to a network that's providing static IPs, the VAC will NOT be able to report online on the Laundro Portal.

If you need to run a Static IP configuration in your location, we recommend purchasing a stand alone router, and putting that in between your main internet source, and the VAC kiosk;

this way the VACs are provided DHCP, while your main network continues to run it's original Static IP setup.

It is also recommended that you confirm your network does NOT have any active firewalls setup that could be blocking some of the VAC's internet communications.

4. Take the internet cable, that supplies internet to the VAC, and plug it into a laptop to check and see if you can browse the web using this wired connection.

 - If you're unable to browse the internet with another device, while using that same wired ethernet connection, then it is extremely likely the issue is related to the internet source.

 - If you are able to browse the internet with a laptop (or other device), while using the same wired ethernet connection, then this could be a network configuration issue (e.g. using Static IPs instead of DHCP), a very unstable internet connection (e.g. using a cellular modem in a basement that gets very little reception), or an issue with the LAN port on the VAC control board itself.

As mentioned in the beginning, if you have two VACs and both VACs are offline, you'll want to focus your efforts on troubleshooting the internet/network and not the VAC kiosk 

If you're unable to troubleshoot the cause of the VAC offline error, we recommend contacting our support team for additional troubleshooting help.

When contacting our support team about a VAC offline issue, it is best to be on location when you call as you will need to open the VAC to inspect the control board.

If contacting us by email, please include a picture of the control board, so we can see what the status lights are doing, as this will help narrow down what may be causing the issue.