What Happened and What to Do

On 20th May 2026 a security key used by our remote management infrastructure was rotated as part of routine maintenance. Older versions of Kiosk Browser and Kiosk Launcher were affected by this rotation, and as a result those devices stopped sending heartbeat data to the management console.

A fix has been deployed to the management console, and updated app versions are available that restore full communication. No customer data was lost, and devices continue to function normally for end users. The impact is limited to what the management console can see and do remotely.

How to Know if Your Devices Are Affected

In the management console, the Status Tags column on the Devices page shows a Limited Communication tag for any device running an affected version. Click the tag for details.

Affected versions:

You can read the full incident timeline on our changelog.

What Is Limited Until the Device Is Updated

While a device runs an affected version, the following will not work correctly:

• Device information will not update in the console. Battery level, screen state, currently loaded URL, installed apps and similar fields will all show whatever was last reported before the outage.
• Alerts based on battery percentage or unplugged state will not fire, because the console isn't receiving the data needed to evaluate those rules.
• App deployment will still work, but the console won't know whether the install succeeded. The Install History view for the device will show only the command sent, not the result.
• New devices cannot be registered to remote management until they are running an updated version of the app.

Configurations still download to the device on its normal polling schedule, the kiosk URL still loads, and end users see no difference.

How to Update a Device

Most devices update remotely from the management console, with no physical access needed. Devices that aren't provisioned (a small subset of Kiosk Browser installations) need a manual update.

Update from the Management Console (Recommended)

For provisioned devices (all Kiosk Launcher devices, and Kiosk Browser devices set up via QR or DPC provisioning):

1. Open the Devices page.
2. In the App Version column, devices with an available update show an up arrow icon next to the version number. Orange for Kiosk Launcher, green for Kiosk Browser.
3. Click the icon. The console will send the update command to the device.
4. The device downloads and installs the new app on its next polling cycle (typically within a few minutes). It then restarts into the new version automatically.

The Limited Communication tag will clear within one polling cycle (typically 15 mins) after the update completes.

Update Manually (Non-Provisioned Kiosk Browser Only)

A number of Kiosk Browser installations are set up without device-owner provisioning. These can't accept remote update commands and need to be updated by hand.

In the management console these devices show a grey up arrow icon in the App Version column (rather than green) to indicate the update is available but can't be pushed remotely.

For step-by-step instructions, see Updating Kiosk Browser on Non-Provisioned Devices.

If you'd like to switch to remote updates going forward, see Provisioning Kiosk Browser devices.

After Updating

Once an affected device runs the new version, the Limited Communication tag disappears from the management console within one polling cycle (typically 5 to 15 minutes). Battery, screen state and installed apps data will start updating again.

You don't need to do anything else. The device automatically picks up the new communication path on its first connection after the update.

Need Help?

If you have devices still showing Limited Communication after updating, or if you can't get a particular device to update, open a support conversation and we'll help you get it sorted.

Updated on: 21/05/2026