1. Issues and Solutions

Issue

Possible Reason

Steps to Resolve

Tablet unresponsive

(Can’t swipe up and down to get to the home/settings screen)

The navigation bar is hidden.

• Tap the “KIOSOFT” logo five times consecutively to enter the admin menu

• Enter SRC, input account info and password to log in

• Click the “Exit” button to exit the app

• Go to Settings -> Display -> Navigation Bar Setting -> Navigation Bar Show

The tablet keeps loading and displays as “processing” on the idle screen, when the card is being recycled.

The card recycle failed due to the following three reasons:

• The recycle bin is full.

• A card is stuck in the card dispenser.

• Wrong card, for example, the card has been registered under another vendor.

• Empty the cards in the recycle bin. If you add the cards to the card dispenser, please remember to reset the card count.

• Check if there is a stuck card in the card dispenser and remove it.

• If the recycle bin isn’t full and the card is not stuck in the card dispenser, then you need to change the card.

Sign in Failed error occurred when logging in to the admin menu: Incorrect email address or password.

There might be an extra space in the entered email address or password.

• Press and hold the “language switch” button to select the keyboard as English

• Enter the email address and password again

When tapping the KioSoft logo in the top-left corner of the idle screen five times in succession, the system redirects to the Admin Login page. However, the keyboard fails to appear, preventing the input of account credentials.

This issue happens on some AVU tablets.

• Disconnect the cable from the tablet scanner port and USB port

• Restart the tablet to enter the AVU Touch idle screen

• Tap the KioSoft logo in the top-left corner of the idle screen to enter the admin menu page

• Check if the keyboard can be displayed

• Insert the cable into the tablet scanner port and USB port

Issue

Possible Reason

Steps to Resolve

Card Dispenser doesn't dispense cards, but the payment is successful.

A card might fall and get stuck in the card dispensing channel when adding cards.

Check if there is a stuck card and remove it.

The number of cards is too much. One of the card slots of the card dispenser has a capacity of 150 cards, and each additional level can increase the number of cards by 120. But the overweight cards may also affect the lifespan of the generator.

Reduce the number of cards put in the card slot and only place 2 layers of cards, about 150 pieces.

The material of the card is smooth rather than matte, making it easy for cards to stick to each other.

Contact the card manufacturer to change these cards into matte ones.

Profile Error: The card dispenser type is set as “Single” instead of “Dual” under CCM -> Price and Config tab

• Go to CCM -> Profile Builder-> Universal -> Universal AVU -> Price and Configuration -> Dispenser Config -> Dispenser Type

• Set the dispenser type as “Dual”

• Go to the admin menu on the AVU Tablet to perform a profile upgrade

Profile Error: The display timeouts configured in CCM are more than 60.

• Go to CCM -> Profile Builder -> Universal -> Universal AVU -> Price and Configuration -> Basic Configuration -> Basic Config -> Display Timeouts

• Set the Display timeouts smaller than or equal to the default value of 60.

• Go to the admin menu on the AVU Tablet to perform a profile upgrade

New cards in the stack stick to each other, making it harder for the dispenser to separate them.

Try to separate them manually before loading them.

Loose belt. It may not have enough grip to properly dispense the cards.

Tighten the two screws circled in the picture below.

Card was dispensed but funds were not added.

Payment via CR Card

Network issue.

AVU needs to connect to Scoreboard to register the card and add funds.

Note: This issue has been fixed on Version 1.8.0.0 by adding network checking after clicking the “Buy Card” button and selecting the payment method.

• Tap the card on VXT to register it.

• Select Add Value and add funds again. The original payment should have been reversed so no lost funds

• There are 120-sec timeouts to add funds to the card (with all the retries built-in)

• Change the Network cables and reboot.

• The Key card is incorrect, such as not belonging to the vendor of this machine

• The Key information is lost

• The card was registered before, but now funds are added in a different mode (Value/Credits).

• Reinject the Key information

• Enter the admin menu

• Select Key Injection

• Tap D62 card

• Tap F62 card

• Tap Back after injection

Card was dispensed and then taken back in.

• The card has been registered before in another Vendor ID.

• The card in the dispenser is not a Cloud card.

• Use blank Cloud cards

• Original payment will be reversed so no lost funds.

It doesn't dispense the expected number of cards according to the paid amount.

E.g., Only one card is dispensed while the payment is for five cards.

• The metal weight is not put into the card dispenser.

  

• The bottom two cards are stuck together.

• No power

• No data connection

• Put the metal weight in place

• Unload all the cards to check if the bottom two are stuck together

• Check if the data cable and power core are connected.

• For more card dispenser usage instructions, please refer to Part 5 and Part 6 of the document below: TCD720M-820M Single Page Manual.pdf

Fail to pay in Cash because the “Cash” button is gray.

It has reached the max cash collection quantity.

Perform Cash collection via KLM and collect the cash from the Bill Acceptor.

Card dispensing is slow.

• The payment was made via Cash, but the cash amount didn't cover the payment amount.

• One screw on the card dispenser is loose.

Tighten the screw.

An error message prompts “The balance after recharging is greater than the maximum” when buying cards.

The location mode is changed on Washboard.

• Create a new profile for AVU.

• Enter the Admin Menu on tablet and click “Upgrade Profile” to upgrade the new profile. (For the specific operation steps about how to upgrade profile, please refer to the document “Kiosk Features for Vendor”.)

Issue

Possible Reason

Steps to Resolve

Bill Acceptor doesn't take cash in.

• The Bill Acceptor and Serial Expander are not connected well.

• The Bill Acceptor is broken.

• The USB port connecting the tablet and the Bill Acceptor is broken.

• The Serial Expander is broken.

• The Bill Acceptor is not powered on.

Reboot AVU Touch to see if the payment port of the Bill Acceptor can light up.

If the Bill Acceptor doesn't light up, check if the USB port connecting the tablet and the Bill Acceptor work.

Check if the Bill Acceptor data cable WH110021 is inserted properly.

Replace the Bill Acceptor data cable WH110021

Replace the Serial Expander

The tablet displays that “VXT is still being prepared.”

VXT is being rebooted.

Wait for several seconds until VXT returns to the idle screen

The payment failed with a Credit card.

VXT is not connected to the network.

Note: From version 1.7.0.0, this issue has been fixed by adding Linux Box as a local server to proceed with Buy Card and Add Value transactions.

Reconnect the network of VXT

Issue

Possible Reason

Steps to Resolve

The tablet displays that VXT is still being prepared.

VXT is being rebooted.

Wait for several seconds until VXT returns to the idle screen

Check Balance failed and the Tablet reminds “Read card failed,” “Terminal Error,” or “Trans-communication error.”

The “Mobile App” option in Location Management on Washboard is set as “Disable.”

Go to Washboard Vendor Portal -> Location Management -> Edit Location -> Options -> Mobile App -> Enable

Issue

Possible Reason

Steps to Resolve

Tap the card on VXT, and it reads “Card Type Not Supported.”

The card is not obtained through the “buy card” procedure of the Kiosk.

Note: This problem usually occurs to vendors, not customers.

Buy a new card from the Kiosk and try again

Card Type Error on VXT

• Mistakenly injected the reader profile on the VXT installed in the kiosk

• Wrong Location

• Wrong Vendor

• Invalid card

• Check whether the Location ID and Vendor ID of VXT are the same as AVU Touch Tablet’s.

• Use the correct card.

Tap the card on VXT and the Kiosk shows a card type error or different site code.

• The card is in a mode different from the Kiosk.

• The location is different.

• The vendor is different.

• Match with the location where the card was originally bought.

Issue

Possible Reason

Steps to Resolve

The amount behind the decimal point cannot be collected by KLM.

E.g., If $2.50 was paid, only $2.00 will be collected.

The value defined in the CCM profile for the AVU Touch tablet is not a full dollar amount.

Note: This problem will be fixed in the latter KLM versions higher than KLM 2.5.1.

• Redefine the value as the integer multiple of 100 cents.

Select Profile Builder/Universal/Universal AVU/Price Configuration/Price Config

• If any field is redefined in the CCM Profile, remember to perform Profile Upgrade.

The cash collection using KLM failed

If it shows “Device Not Found,” the machine number is incorrect.

• Try to turn off Bluetooth for a few seconds.

• Re-open it to perform cash collection again.

Cash collection is performed repeatedly within a very short time.

Check if cash collections are performed repeatedly in a very short time.

The KLM account is logged out when the cash collection is performed.

Check if the KLM account is logged out.

Issue

Possible Reason

Steps to Resolve

The kiosk transaction report was not uploaded

The CCM fields are wrong or the kiosk is OFF at the time of upload.

• Check the CCM profile

Select Profile Builder/Universal/Universal AVU/Data and Processing

• If any field is redefined in the CCM Profile, remember to perform Profile Upgrade.

The transaction report has not been uploaded by the “Data Upload Time” defined in the CCM profile for the AVU Touch tablet.

• Wait until the transaction report is uploaded

• Versions after 1.2.0.0 support uploading transaction reports in real-time.

Issue

Possible Reason

Steps to Resolve

The new version of the software cannot be used.

Unknown problems occurred during the software upgrade.

• Uninstall the old version first (Cash collection data, L02, L05, and R03 will be lost.)

• Download and install the new version

The Remote Upgrade is interrupted by a pop-up message asking for a security check.

Google Protect service is enabled.

Select “Decline” to continue the system update.

Disable Google Play Service according to the instruction

Instructions on Disabling Google Protect Service V2.docx

Upgrade the Tablet firmware under the instruction Tablet Firmware Upgrade Instruction

The tablet will not enter the upgrade section.

• The APK file was not uploaded to the Washboard server.

• Left the page when the APK profile was still being uploaded.

• AVU Touch was started after the Data Upload Time set in the CCM profile.

• Upload the APK file to Washboard -> Settings

• Input the Correct version #

• Click on the Save button

• Leave until the APK profile is saved successfully

• Restart AVU Touch App

Issue

Possible Reason

Steps to Resolve

Failed to shift the location mode between Credits mode and Value mode.

(Only for AVU Touch 21)

The mode is switched in the location management info, but the CCM profile is modified on the original profile.

Create a new CCM profile from the beginning for the new mode

A field is changed in the CCM profile, such as “Enable Loyalty Program,” but it doesn’t take effect on the Kiosk.

Didn’t perform Profile Upgrade.

• Tap the KIOSOFT logo on the idle screen five times consecutively.

• Log in to the Admin Menu

• Perform Profile Upgrade

The Price field is changed in the CCM profile, but it doesn’t take effect on the Kiosk.

The “Loyalty Program” is enabled.

• Disable “Loyalty Program”. And the vendor renews profile. Then it will take effect immediately.

• Disable “Loyalty Program”. When it is 00:00, 06:00, 12:00, or 18:00, the profile will be updated automatically.

1. The back of the Bill Acceptor has dipswitches that set the configuration, these dip switches must be set with 1, 2, and 5, in the ON position.

You must remove the cashbox first and then remove the Bill Acceptor completely from the Kiosk.

Dip switches are located on the left of the Bill Acceptor.

Dip switches 1, 2, 5 must be in the ON position facing left, with all remaining dip switches facing right.

2. Verify Physical Connections:

Confirm the Bill Acceptor light is green. This light is located at the bottom of the lower housing. If the light is red, it is out of service.

Diagnostic Flash Codes:

🟢Unit ok (Solid)

🟢x1 Coupon Teach

🟢x 2 Service Mode

🟡x1 Clean Unit

🟡x2 Service Unit

🔴x1 Cashbox Full

🔴x2 Clear Bill Path

🔴x3 Out of Service

Locate the Bill Acceptor’s data cable, highlighted below. Confirm the cable is securely connected to the serial expander.

Follow the Bill Acceptor’s data cable (WH110029) from the serial expander to the Bill Acceptor and confirm the pins are aligned—it can easily be moved.

Issue

Possible Reason

Steps to Resolve

The Bill Acceptor is not lighting up when receiving bills.

The cable in the back might not be plugged in all the way (all the pins need to be aligned and connected)

Bill Acceptor received cash then returned it.

Make sure dip switch 5 is turned on (so should 1 & 2) on the back of the Bill Acceptor

No error was received on the display, but the bills are still being ejected.

Check the Bill Acceptor’s programming manually and ensure that the Kiosk is programmed to receive all 4 bills, meaning that all 5 indicators should light up.

Each light in the box represents a bill:

Green Light 1 = 1 dollar

Green Light 2 = 5 dollar

Green Light 3 = 10 dollar

Green Light 4 = 20 dollar

Green Light 5 = Indicator Light

If the Bill’s setting is incorrect, factory reset the Bill Acceptor.

Press and hold the white settings button, meanwhile plug in the Bill Acceptor, then loosen the button and the Bill Acceptor will automatically factory reset.

Bill Acceptor lights are on and taking money. Says the inserted value of zero. Add value of zero.

Dip switch 4 is in the ON position on the back of the Bill Acceptor.

Turn it off.

Bill Acceptor is shutting off after inserting one Bill.

Metal Tap. Inside the Bill Acceptor, shown in the red box on the right, is making contact.

Cover it with electrical tape.

Issue

Possible Reason

Steps to Resolve

The pixel issue, like the following picture

The parameters weren't updated.

• For the equipment that has been deployed, update the parameters.

  Copy the file we provided to a flash drive, and insert it into the tablet’s USB port. Turn on the tablet, then the parameters will be updated automatically.

• For the equipment that will be delivered, upgrade the firmware to Version 0902 and update the parameters.