How do I troubleshoot kiosk?

 

Troubleshooting Kiosk

If users see an error message on the checkout screen indicating that there was an issue and that their order could not be placed, follow the steps below.

 

Menu Refresh Issues 

In some cases, the kiosk may fail to refresh the menu. If you see a screen like below, make sure the kiosk is connected to the Internet and tap the “Try again” button.

If the kiosk fails to refresh the menu even after several attempts, it shows a terminal error screen. This means that you need to go to the Kiosk Admin Panel, where you will see the root cause of the problem.

   

In the “Data Sync Error” section, there is a message that will describe the cause of the problem. 

In the above example, the error message “Couldn’t perform network request.” means that the kiosk was unable to connect to Tacit servers to refresh the menu. The issue is often resolved by doing it manually: follow the steps in the “REFRESHING MENUS” section of this manual.

 

Resolving Printer Issues

Kiosk keeps track of the printer errors. If the last printing operation was unsuccessful, it will be shown in the Kiosk Admin Panel. Guests will also be warned that their payment receipt may not be printed when they start ordering.

If you see a printer error in the Kiosk Admin Panel, follow the steps below:

1. Make sure that the printer is plugged in.
2. Check that the printer is properly connected to the kiosk. 
3. Check paper in the printer.
4. Go to “Printer Operations” of the Kiosk Admin Panel and verify that the correct printer is configured.
   1. If you see “Not installed” or an incorrect printer model, perform printer setup.
   2. Perform “Check Printer” operation to verify that it works. The error should disappear after the sample receipt is successfully printed.

 

Network Issues

To Check the network connection, follow the steps mentioned below.

1. Go to the admin panel (click 5 times on the top left corner and enter pin code = "5555")
2. On the admin panel click the button "Device Operations"
3. Tap on Network Connectivity Button.
4. Check for the status of Internet/ Server connectivity/ Type/ Status.  

Kiosk is Closed / Open during wrong hours 

The kiosk follows restaurant and menu availability schedules according to the local time on the device. Other things that influence the kiosk status include:

• Holidays and special hours of the location
• Menu item availability
• Browse-only flag on the location preferences

When any of the mentioned parameters change, the kiosk status will update automatically according to the new schedule. If you notice that the kiosk is open or closed incorrectly, it maybe because:

• Kiosk menu is out of sync and needs to be refreshed manually.
• Time or timezone on the kiosk is set incorrectly.

Steps:

1. Go to Kiosk Admin Panel
• Check the time on the kiosk  and make sure it shows the same time zone as the location associated with the kiosk. Let us know if the time zone is incorrect, we may be able to change it remotely.
2. Go to Menu Operations.
• Make sure that the menu is synchronized (the date of last successful refresh is displayed). It might be useful to perform manual menu refresh.
3. Go to Kiosk Restaurants
• Check that the correct restaurant is shown in the list.
• Check Availability: make sure that location schedules are correct.
• Check Preferences: make sure the “BrowseOnly” flag is correct (kiosk will be closed when it is set to “true”).
• Check Menus: make sure all menus are listed and their schedules are correct. 
4. Let us know about the issue. If possible, include photos of the screens where you see incorrect information is displayed or the kiosk doesn’t work as expected.

Uploading Kiosk Logs

Kiosk writes technical logs, which help us investigate production issues. When you report a problem to us, we  recommend uploading logs.

Steps:

1. Go to Kiosk Admin Panel
2. Go to Device Operations
3. Tap on Upload logs
4. Take a photo or write down a generated Request ID and include it in your bug report.

 

Screen Positioning

If the kiosk screen is appearing upside or incorrectly, please follow the steps below to reset. 

Steps:

5. On the device itself, access the Control Panel by pressing the physical <Home> and <Power> buttons at the same time. These buttons are located behind the monitor.

6. For new devices: When prompted, enter the Default password “1elo” (no quotes). For registered devices, enter the password “tq74tk”  (no quotes). 

7. Go to Apps > Settings > Display

8. Turn off “Auto-rotate screen”

9. Change “Screen orientation”

 

Menu Setup in Backoffice 

If your menus are not displayed correctly on the kiosk, please check the maegan backoffice. Your menu may not be showing because:

• The menu hours aren’t set up properly
• The menu is set to unavailable
• The menu is expired OR saved as draft 

 Your kiosk may be set up to update the menu on a nightly basis. Please contact Tacit to inquire about the nightly update. 

 

Kiosk is Non-responsive  

On the rare occasion that the kiosk freezes and is not responsive, you can unplug it from the power outlet. This will reboot the kiosk. 

 

Pin pad Issues 

If it appears that the pin pads are not processing orders, they may be shutting down during transactions due to a lack of power. 

If your pin pad devices are running off USB power only, you may require additional cables that provide an external power source, which should resolve this issue. 

For Freedom Pay pin pads, you could also try performing PAL Update in the Device Operations section of the Kiosk Admin Panel. Please reboot the kiosk after the update is completed.

Please contact your pinpad provider for any additional hardware.  

 

Contacts

Elo Support (US & Canada) 

Phone: [phone]

Online Form: http://support.elotouch.com/Forms/TechReq/Default.aspx?str1=all

Email: [e-mail]

Tacit Contacts & Support 

Tacit Support:

Email:  [e-mail]

Phone number: (866) 962 -3426