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Kiosk Troubleshooting

Solutions for common kiosk issues.

Quick Fixes​

IssueTry This First
Screen frozenRestart the app remotely
Won't connectCheck Wi-Fi connection
Payment failingRestart payment terminal
Menu outdatedForce menu sync
Slow responseClear cache, restart

Connectivity Issues​

Kiosk Shows Offline​

Symptoms:

  • Dashboard shows "Offline"
  • Orders not submitting
  • "No connection" on screen

Solutions:

  1. Check Wi-Fi

    • Verify tablet is connected to Wi-Fi
    • Check Wi-Fi signal strength
    • Try reconnecting to network

  2. Check Network

    • Verify internet is working (other devices)
    • Check router is online
    • Contact IT if network is down

  3. Restart Kiosk

    • Remote: Dashboard > Actions > Restart
    • Manual: Hold power button, restart

  4. Reset Network

    • Forget Wi-Fi network on tablet
    • Reconnect with password
    • Verify connection

Intermittent Connection​

Symptoms:

  • Connection drops periodically
  • Orders sometimes fail
  • Slow performance

Solutions:

  1. Check Signal Strength

    • Move kiosk closer to router
    • Add Wi-Fi extender
    • Use wired connection if possible

  2. Reduce Interference

    • Move away from microwaves, metal
    • Check for competing networks
    • Use 5GHz if available

  3. Dedicated Network

    • Set up separate SSID for kiosks
    • Prioritize kiosk traffic (QoS)

Payment Issues​

Payment Terminal Not Connecting​

Symptoms:

  • "Terminal not found"
  • Payment button grayed out
  • Terminal showing different kiosk

Solutions:

  1. Check Terminal Power

    • Verify terminal is on
    • Check battery/power connection
    • Look for LED indicators

  2. Re-pair Terminal

    • On kiosk: Settings > Payment Terminal
    • Tap "Forget Terminal"
    • Re-discover and pair

  3. Restart Both Devices

    • Restart payment terminal
    • Restart kiosk app
    • Try pairing again

Payment Declining​

Symptoms:

  • Card keeps declining
  • "Transaction failed" errors
  • Terminal times out

Solutions:

  1. Check Terminal Status

    • Verify terminal is online
    • Check Stripe dashboard for issues
    • Look for error codes

  2. Customer Card Issues

    • Try a different card
    • Check card isn't expired
    • Customer should call their bank

  3. Stripe Account

    • Verify Stripe account is active
    • Check for account restrictions
    • Contact Stripe support

Apple Pay / Google Pay Not Working​

Solutions:

  1. Check Terminal Compatibility

    • Verify terminal supports NFC
    • Check terminal is updated

  2. Customer Device

    • Ensure NFC is enabled
    • Card may not be set up for mobile pay
    • Try standard card instead

Display Issues​

Screen Frozen​

Symptoms:

  • Touch not responding
  • Display stuck on one screen
  • App not responding

Solutions:

  1. Wait 30 Seconds

    • May be processing large request
    • Give it time to respond

  2. Remote Restart

    • Dashboard > Actions > Restart App
    • Wait for app to reload

  3. Manual Restart

    • Exit kiosk mode (admin PIN)
    • Force close app
    • Reopen app

  4. Tablet Restart

    • Hold power button
    • Select "Restart"
    • App auto-starts

Black Screen​

Solutions:

  1. Check Power

    • Tablet may be off
    • Check power connection
    • Charge or plug in

  2. Check Brightness

    • Screen may be dimmed
    • Tap to wake
    • Adjust brightness

  3. Check App Running

    • App may have crashed
    • Reopen kiosk app

Wrong Orientation​

Solutions:

  1. Check Settings

    • Dashboard > Kiosk Settings
    • Verify orientation setting
    • Save and sync

  2. Lock Rotation

    • In tablet settings
    • Lock to portrait or landscape

Symptoms:

  • Empty categories
  • "Loading..." forever
  • Old menu showing

Solutions:

  1. Force Sync

    • Dashboard > Actions > Sync Menu
    • Wait 1-2 minutes
    • Check kiosk

  2. Check Connection

    • Verify kiosk is online
    • Menu needs connection to sync

  3. Clear Cache

    • Settings > App > Clear Cache
    • Restart app

Items Missing​

Solutions:

  1. Check Menu Settings

    • Menu > Kiosk Display
    • Verify item is enabled for kiosk

  2. Check Availability

    • Item may be 86'd
    • Check item availability settings

  3. Check Category

    • Item may be in different category
    • Check category is enabled for kiosk

Prices Wrong​

Solutions:

  1. Sync Menu

    • Force menu sync from dashboard

  2. Check Pricing

    • Menu > Pricing
    • Verify kiosk pricing if separate

  3. Cache Issue

    • Clear kiosk cache
    • Restart app

Order Issues​

Order Not Sent to KDS​

Symptoms:

  • Payment completed
  • Order not in kitchen
  • KDS doesn't show order

Solutions:

  1. Check Connection

    • Verify kiosk online
    • Check KDS is connected

  2. Check Order History

    • Look for order in system
    • May be delayed, not lost

  3. Manual Entry

    • If order is lost
    • Re-enter in POS system
    • Investigate cause

Duplicate Orders​

Solutions:

  1. Check Order History

    • Verify if truly duplicate
    • May be similar orders

  2. Void Duplicate

    • Void the extra order
    • Process correct one

  3. Prevent Future

    • Check for timeout issues
    • Customer may have tapped twice

Hardware Issues​

Touch Screen Problems​

Symptoms:

  • Unresponsive areas
  • Wrong touch location
  • Erratic behavior

Solutions:

  1. Clean Screen

    • Wipe with microfiber cloth
    • Remove screen protector if damaged
    • Ensure no liquid on screen

  2. Restart Tablet

    • Restart may recalibrate

  3. Recalibrate

    • Tablet Settings > Display
    • Touch calibration (if available)

  4. Replace Hardware

    • If persistent, screen may be damaged
    • Contact support for replacement

Receipt Printer Not Working​

Solutions:

  1. Check Connection

    • Verify printer is on
    • Check Bluetooth/USB connection

  2. Check Paper

    • May be out of paper
    • Paper may be jammed

  3. Restart Printer

    • Power cycle the printer
    • Reconnect to kiosk

Performance Issues​

Slow Response​

Symptoms:

  • Delays between taps
  • Menu loads slowly
  • Checkout takes long

Solutions:

  1. Clear Cache

    • Settings > App > Clear Cache
    • Restart app

  2. Close Background Apps

    • Exit kiosk mode (PIN)
    • Close other apps
    • Return to kiosk

  3. Check Storage

    • Ensure adequate free space
    • Delete unnecessary files

  4. Update App

    • Check for app updates
    • Install latest version

App Crashes​

Symptoms:

  • App closes unexpectedly
  • Returns to Android home
  • "App stopped" message

Solutions:

  1. Restart App

    • Reopen kiosk app

  2. Clear Data

    • Settings > Apps > Kiosk
    • Clear cache and data
    • Re-configure if needed

  3. Update App

    • Check for updates
    • Install latest version

  4. Contact Support

    • If crashes persist
    • Provide crash logs

Getting Help​

Information to Gather​

When contacting support:

  • Kiosk name and ID
  • Error message (exact text)
  • When issue started
  • Steps to reproduce
  • Screenshot if possible

Contact Support​

Remote Assistance​

Support can:

  • View kiosk status
  • Restart remotely
  • Push configuration changes
  • Access logs for diagnosis

Preventive Measures​

Daily Checks​

  • All kiosks online
  • Test payment on each
  • Clean screens
  • Check for alerts

Weekly Maintenance​

  • Review kiosk analytics
  • Check for app updates
  • Clean card readers
  • Test all functions

Monthly Review​

  • Performance analysis
  • Hardware inspection
  • Update configurations
  • Staff training refresh
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