If you experience a screen which states "Sorry, we're down for the moment", it can be resolved by focusing on two potential sources for the error: the machine's connection to the internet, and server-side settings.
When this occurs, it's important to pull the current server logs, as this can tell us more about the machine's current status. To pull logs, log into your server and run the commands found here.
If the machine is actively talking to the server, you should see logs similar to the first example here, which means we should focus on server/admin settings. If you see logs resembling the second example, then the machine lacks a connection with the server, and we should focus on the local internet connectivity for the machine.
Upon running the tail command, if you receive the error "cannot open ‘/var/log/upstart/lamassu-server.log’ for reading: No such file or directory ", issue both restart commands found in the above link and attempt again.
When connecting via Wi-Fi, two conditions must be met:
1. The network does not lead users to a landing page (such as a web-based login or for accepting terms and conditions.)
2. It's a password-protected, secured Wi-Fi signal.
Otherwise, you'll be presented with the Sorry/Down screen. To test for this, connect the machine to your phone's mobile hotspot (if it features a password.)
Temporary loss of connectivity
Either the Wi-Fi signal or the network's connection to the internet may be down.
Trofa (7" screen) machines: Reboot by pulling the wall power plug, allowing it to shut down, then plug back in and re-connect to Wi-Fi.
Douro (10" screen) machines: Press once on the power button on the top of the Aaeon tablet, await for full shutdown (goes past the Lubuntu splash screen to black), then press power again. Do not pull the power cable from the wall, as an unexpected shutdown can result in data corruption.
The machine requires a dedicated, stable source of internet connectivity. This is because it must maintain a consistent connection to your server to ping for the machine wallet, ticker price, trading balance, etc. Because of this, we recommend connecting your machine via Ethernet. If Ethernet is not an option, we strongly suggest using a dedicated 4G hotspot, as public networks may not be as reliable or may prioritize other traffic.
For more information on connectivity, see this article.
Restarting the server process
It's possible that the lamassu-server process which controls the backend functionality may stop running.
In the server's terminal, run the following two commands:
start lamassu-server LAMASSU_ENV=debug
Or give your server a clean reboot. It will take a few minutes for it to come back online and be accessible via SSH. Be careful that your are performing this in your server's command line, rather than that of your Mac or Linux computer:
shutdown -r now
Check the source of your ticker to ensure your currency is supported. Bitstamp only supports USD and EUR. If it's on the 'Sorry, we're down' screen, it should proceed to the Start screen upon changing ticker source if this is the source of the error. While making changes to the admin, have no more than once instance of the admin screen open.
Currency codes and locales must be exact and are case sensitive. For examples, please see the entry for lamassu-set-locale on the Server Commands page. After running the locale setting command, run:
restart lamassu-server LAMASSU_ENV=debug
Upon pulling logs, you may see error messages relating to wallet settings, such as 'unauthorized', 'invalid wallet id', or 'not found'.
Please refer to these specific messages and their resolutions in the Configuring BitGo article, under the section 'Checking for success'.
Double check the that credentials for BitGo in the admin are correct. There should be no extraneous spaces. For more information, consult the above linked article.
If you're using bitcoind, the subsequent setup command 'lamassu-bitcoind-enable' may not have been run.
Should you continue to experience this, please file a ticket with our team by emailing email@example.com.