3.5E Troubleshooting Guide

Cases

Possible Causes

Possible Solutions

Kiosk stops service.

All menu products are unavailable coz of a 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 because of consumables lacking.

[remote operation] Check the “Kiosk Stopped Service.” email/KCM app push notification, it shows the lacking consumables.

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

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

Module communication failure.

Heartbeat stops as remote detection.

[on-site operation] Hard reboot.

The device is powered off.

[on-site operation] Hard reboot.

Wrong cable connection.

[on-site operation]

Make sure 485 cable connection is in the 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 the device.

Failed firmware upgrade.

Step 1 [on-site operation] Hard reboot.

Step 2 [on-site operation] Firmware install.

Ice dispensing failure.

(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 it with a new one if the melt takes a long time.

Weak motor.

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

Ice output weight is inaccurate.

Weighing is inaccurate.

[remote operation]

Calibrate the robot arm scale using the KCM app.

Calibrate the ice maker scale using the KCM app.

The ice maker has problems.

[on-site operation] Check the ice maker.

The cup holder ice maker is not available to put a cup.

There are ice cubes in the cup holder.

[on-site operation] Operator needs to go to the site, clear the ice accumulation, and recalibrate the scale, then test the ice dispensing command again.

Eversys espresso machine product making failure coz “Milk temperature too high.”

The temperature of the milk in the fridge is too high (warmer than during the calibration).

Step 1 [on-site operation] Check if the last cleaning was okay (Everclean). If not, perform a cleaning with Everclean.

Step 2 [on-site operation] Check the nozzle after the milk pump for clogging.

Step 3 [on-site operation] Check the milk suction tube or replace it.

Step 4 [on-site operation] Check the pump and valve block for clogging.

Powder dispensing failure.

The powder dispensing outlet is 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 the water heating is finished.

The shaft screw is stuck.

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

Syrup dispensing failure.

The syrup channel is not refilled before serving.

[on-site operation] Refill the syrup channel by the Refill command on the syrup display.

The syrup channel inlet end is not placed at the bottom of the syrup bottle.

[on-site operation] Put the syrup channel inlet end to the bottom of the syrup bottle.

No syrup in the bottle.

[on-site operation] Replace with a new syrup bottle.

Robot arm emergency stop

Some arm way point has an obstacle, and the arm claw knocks the obstacle.

[on-site operation]

In the 1st place, please remove the obstacles.

Step 1 - Tighten the screws.

Step 2 - Power off and move the arm to a safe position.

Step 3 - Power on and enter the Z-Arm App:

3.1 Enter the Teach page, click the "Connect" button.

3.2 After connecting, click "Safe position" and choose the nearest safe position.

3.3 Long-press "ALL" until the arm stops moving and release this button.

3.4 Enter the Config page, click the "Start Service" button, and restart the Pickup Touchscreen.

Z-Arm initialization reverted.

[remote operation] Hard reboot.

Throw cup failure.

The robotic arm detects that there is a cup on the rdoor, and in the process of throwing the cup (from leaving the door), it finds that there is still a cup on the rdoor.

[on-site operation]

Check the infrared sensor or clean the obstructions in the field.

Hot cup dispensing failure.

The cups stick to make the cups unable to drop.

[on-site operation] Fix in the field.

Sensor issue.

[on-site operation] Please check the cup dispenser and the cup drop detection sensor or robot arm sensor.

Cold cup dispensing failure.

The cups stick to make cups unable to drop.

[on-site operation] Fix in the field.

Abnormal cold cup detection.

(Cold cup reflector misaligned.)

[on-site operation] Please realign the cold cup reflector.

Lid dispensing failure.

(Lid 1/2 dispenser error. )

Lids stick to make lids unable to drop.

[on-site operation] Fix in the field.

Open the door failure.

Step 1 [remote operation] Soft reboot.

Step 2 [on-site operation] Hard reboot.

Step 3 [on-site operation] Fix in the field: check 485 connection => check for any obstructions => check the infrared sensor.

Close the door failure.

Step 1 [remote operation] Soft reboot.

Step 2 [on-site operation] Hard reboot.

Step 3 [on-site operation] Fix in the field: check 485 connection => check for any obstructions => check the infrared sensor.