2.2 Troubleshooting Guide

Case

Possible Cause

Possible Solution

Kiosk stops service.

All menu products are unavailable coz of device error (level 1 error).

[remote operation] Check the “Kiosk Stopped Service.” email/KCM app push notification, it shows the device error(s).

All menu products are unavailable coz of consumbable lacking.

[remote operation] Check the “Kiosk Stopped Service.” email/KCM app push notification, it shows the lacked consumable(s).

Some module firmware verison number is below the minimum allowed version.

[remote operation] Upgrade the module firmware in KCM app.

Module communication failure.

Heartbeat stops as remote detection.

[on-site operation] Hard reboot.

Device is powered off.

[on-site operation] Hard reboot.

Wrong cable connection.

[on-site operation]

Make sure 485 cable connection is in correct order.

Missing/Wrong "device address number" in the kiosk package settings in CCM.

[remote operation]

Correct the configuration: Kiosk profile => "Package" tab => "Device Address" of device.

Failed firmware upgrade.

Step 1 [on-site operation] Hard reboot.

Step 2 [on-site operation] Firmware install.

Ice dispensing timeout.

Lack of ice.

[remote operation] Wait until there is enough ice.

Ice sticking.

Step 1 [on-site operation] Hard reboot.

Step 2 [on-site operation] Waiting for the ice to melt or replace with a new one if the melt takes a long time.

Weak motor.

[on-site operation] Replace with a new one with stronger motor.

Lack of water. Unable to dispense ice.

Lack of water.

[on-site operation] Check the external water supply system to make sure the water supply. After supplying water, it is necessary to reboot the ice maker by power cycle.

Current protection, slider cannot be used.

The motor is jammed, triggering the current protection.

[on-site operation]

1. Check if the slider is jammed by obstacles.

2. If jammed, remove the obstacle.

3. Enter the Kiosk backend -> Click the "Reboot" button to reboot the slider motor.

4. In the Kiosk backend -> Conduct a movement test.

5. If the above steps do not resolve the issue, there might be an internal problem. Power off the slider, contact KioSoft tech support for further assistance.

Movement failure

Slider logic error causing

a) the slider not to start moving within 10s

or

b) not completing the movement within 10s.

[on-site operation]

1. Check the cable connection of the slider and ensure it is connected properly.

2. Enter the Kiosk backend to perform a movement process test.

3. If the above steps do not resolve the issue, there may be an internal problem. Power off the slider and contact KioSoft tech support for further assistance.

Syrup dispenser channel dispensed less consumable weight.

The pump of the channel is malfunctioning and unable to dispense enough consumable

[on-site operation] Check the pump of this channel.

Insufficient consumable in the container corresponding to this channel.

[on-site operation] Refill consumable.

The weight and duration of the consumable corresponding to this channel were not properly configured.

[remote operation]

1. Check the weight and duration configuration values of the consumable corresponding to this channel in the recipe settings section of the product page to see if they are too low.

2. Check if the weight threshold is too high which configured in server. Path: ‘Kiosk Profile’ > ‘Parameters’ tab > ‘Syrup Weight Increment Detection’.

Sparkling dispenser is out of carbon dioxide.

CO2 cylinder is empty.

[on-site operation] Check the remaining CO2 in the cylinder: If the cylinder is empty, replace it with a new one.

CO2 cylinder is not properly installed.

[on-site operation] Verify proper installation of the cylinder: Recheck to ensure the cylinder is securely connected and the interface is tight.

CO2 leakage.

[on-site operation] Inspect for gas leakage: Use soap water to check for bubbles at the connection points of the cylinder and tubing. If leakage is detected, repair or replace the faulty parts.

CO2 cylinder valve is not open.

[on-site operation] Ensure the cylinder valve is fully open: For machines using an external CO2 cylinder, verify that the valve is completely open to allow gas flow.

Internal equipment malfunction.

[on-site operation] If the above steps do not resolve the issue, there might be an internal problem. Power off the sparkling dispenser machine, contact KioSoft tech support for further assistance.

Sparkling dispenser is out of water.

Lack of water.

[on-site operation] Check the water supply system.

Milk dispenser requires deep cleaning.

It has been 24 hours since the first milk product was made without performing a clean.

[On-site operation] Use the RCC milk dispenser screen and follow the on-screen instructions to perform the cleaning operation.

Powder dispensing failure.

The powder dispensing outlet has clogging.

[on-site operation] Clean the powder dispensing outlet.

The powder&water mixer has clogging.

[on-site operation] Clean the powder&water mixer.

No water is supplied.

[on-site operation] Check the water supply.

Water is in heating progress.

[remote operation] Wait till water heating is finished.

Shaft screw is stuck.

[on-site operation] Disassemble the shaft screw, clean it, and assemble again.

Dispensing cup failure.

Please check the cup dispenser and the cup drop detection sensor.

Cup dispenser turntable stuck.

The turntable of the cup dropper is stuck and can't rotate normally.

[on-site operation] Dredge the turntable: turn off cup dispenser => check for and remove any cup jams => turn on module and let new set of cups fall in place.

Lid dispenser error.

Lids stick to make lids unable to drop.

[on-site operation] Fix in the field.

Lid dispenser fill.

(Lid 1/2 dispenser fill)

Sensor detects that the remaining lid qty is less than 2.

[on-site operation] Fill the lid dispenser.