Skip to main content

Cart Long-Term Offline — Troubleshooting Guide

Dotan Asselmann
Updated

What is this alert?

A theator cart (mobile unit) has been offline for 4 or more days. This typically means the cart has been powered off, unplugged, or moved to a location without network access.

Impact

  • The cart is not available for recording in any room.
  • If the cart was assigned to rooms, those rooms have no theator coverage.
  • Extended offline periods may indicate the cart was moved to storage, another facility, or there is a hardware issue.

Step 1: Acknowledge the Alert

Open the alert in the Incidents Dashboard and click Acknowledge.

Incidents Dashboard showing active alerts

Step 2: Check the Monitoring Pages

  1. Go to Monitoring > Units in the theator app.

  2. Find the affected cart/unit. Note:

    • Last online timestamp — when was it last seen?
    • Last known room — where was it last used?

  3. This information helps you figure out where to look for the cart.

Step 3: Locate the Cart

  1. Check the last known room first.
  2. Check common storage areas where carts are kept when not in use.
  3. Ask OR staff if the cart was moved to another room or location.

Step 4: Bring the Cart Back Online

  1. Power: Plug in the cart and power it on.

  2. Network: Connect the ethernet cable or ensure Wi-Fi is available.

  3. Power cycle if needed:

    • Unplug power, wait 10 seconds, plug back in
    • Wait 2-3 minutes for full boot

Step 5: Verify and Resolve

  1. Check Monitoring > Units — confirm the cart shows green "Connected".

  2. Return to the Incidents Dashboard and click Resolve.

  3. Add a note, for example:

    • "Cart was in storage room B. Powered on and connected."
    • "Cart was unplugged in OR 5. Reconnected."
    • "Cart intentionally in storage — not needed until next week."

When to Escalate

Escalate to theator support if:

  • You cannot locate the cart
  • The cart does not come online after powering on and connecting to network
  • The cart has visible damage
  • The cart keeps going offline shortly after coming online

When escalating, include: cart/unit name, last known location, what you tried.

Related Articles

Comments

0 comments

Please sign in to leave a comment.