Remote device downtime causes for kiosks, lockers, cameras based on 200K tickets

New research into 200K tickets across 100K remote devices/connected products (eg smart lockers, self-checkout kiosks, camera systems) revealed the top causes of downtime:

• 18.1% configuration issue (majority = wrong device settings)

• 14.5% network issue (half of these loss of service)

• 11.8% software problem (e.g. free/crash, disk space full)

• 10.9% power issue (most of these are loss of power)

• 10.6% OS issue (half are configuration related)

TL;DR: most common device downtime issues can be resolved with remote device management software — so long as the software is able to connect to the holistic connected product (must be more capable than traditional RMM/UEM software used for IT devices or mobile device management).

The report also shares remote resolution paths and odds of success for each (e.g. loss of power = near-zero odds of success; whereas a disk space issue can be resolved automatically using remote monitoring/management software)

Research is from goCanopy.com