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Kiosk troubleshooting

The most common troubleshooting questions and answers for first level support. Remote access to the kiosk is required.

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Written by Yassin Farboussi
Updated over 5 months ago

Troubleshooting table

Issue

Cause

Fix

“Kiosk Currently Unavailable” message showing

Issue connecting the POS to our service

  • Ensure the POS is connected to the internet. The kiosk should become active when the QikServe servers can be reached

  • Hard reboot of the kiosk, deleting the cache. See steps below

Kiosk images and attract screens are not loading

Issue downloading assets from our servers

  1. Sign in as kiosk admin

  2. Navigate to: C:\QikServe

  3. Delete the cache and shadow cache

  4. Reboot the kiosk - see detailed steps below

Kiosk is rebooting to Windows sign-in

Auto logon is not working

  1. Run Autologon.exe

  2. Enter the 'KioskUser' username and password, and press enable

  3. Do this twice to ensure it works

  4. Reboot the kiosk to validate it now works as expected.

Issues connecting to the kiosk, and kiosk not loading cache or shadow cache

Disk space full

  1. Sign in as kiosk admin

  2. Navigate to: File explorer>This PC

  3. Check disk space

  4. Empty recycle bin

  5. For Lane3000 PED:
    Delete the oldest DMP logs leaving recent ones: C:\ProgramData\FreedomPay\Freeway Commerce Connect\dmp

Errors with individual items

Incorrect configuration of products, or menus not aligned

  1. If you manage your own menu on the QikServe Dashboard:

    • Check the external ID of the item that is erroring against what you have in the POS

    • Check that the dashboard menu and kiosk menu is aligned. Push the menu from the dashboard to the kiosk via 'Update External Menus' to be sure

  2. Write to QikServe Support with the item that is erroring, with the item name, price and PLU for reference

Printers not working

Various

  • Verify that the printer is powered on and has the correct paper loaded

  • Contact [email protected]

Payments not working

Various

Rebooting a kiosk

When rebooting a kiosk, it is always recommended to delete the cache and shadow cache files on the device and then restart it.

This is easiest to do when logged in to the kiosk remotely via TeamViewer, as to do it face to face with the kiosk, you will need a keyboard attached.

📌Note: The kiosk will reboot and come online before the PED, so wait roughly 4-5 minutes to know if your kiosk is functional again. Once you reboot, you do not have to do anything but wait.

  1. Click Files & Extras, then Open file transfer.

    • The File and Extras menu may be split on your version of TeamViewer. If that is the case, then File Transfer will be in File.

  2. Navigate to C:\QikServe in the address field on the right-hand side and click Enter.

    • Or click on the folders C: and then QikServe.

  3. Select both the cache and shadowcache folders if listed.

    • It may only be that the cache folder is there.

  4. Delete these two folders via the small bin icon.

  5. Click Actions.

    • Then, Remote Reboot and Reboot.

  6. Restart the kiosk.

    • Wait 5 minutes to see if the issue has been fixed.

    • If your issue is payment-related, then run a test payment.

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