Kiosk Basic troubleshooting

Creation Date: Oct 05, 2024

Created By: Nxtwash Admin

View most recent version on Tango.ai

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# The Kiosk is not opening the gate, is stuck on "Please wait for the gate to open" or not closing

1. Click on Help

2. Click on Employee Login

3. Enter your employee code

4. Click on Submit

5. Click on Admin panel

6. Click on Clear All, to clear the gate queue, this may need to be done from the other kiosks as well to restore the gate order

7. A confirmation pop-up will appear on successful

8. Please ensure that both loops are inactive (red). If one of them is active (green), it means that it's detecting metal nearby. This will prevent the gate from opening or closing, depending on which loop is active, this is a safety feature

If one of the loops is active, look for any metal piece near the loops, this could be as small as a coin or as big as a car.

9. If any of the loops is still active after you removed any piece of metal nearby, try to power cycle the gate

10. If the issue persists after power cycling the gate, or you don't know how to power cycle the gate, please follow the guide listed below or contact Tech Support for assistance

Link to the Magnetic Gate Troubleshooting guide: https://app.tango.us/app/workflow/Magnetic-Gate-basic-troubleshooting-fc65bfa3980440e3834183ba486ad4b4

# The Kiosk opens the gate twice or sends duplicate washes

11. If the Kiosk is opening the gate twice or sends duplicate washes, we will start by looking for a duplicate browser instance, press F11 or ESC to exit the full-screen mode, then click the Activities button located in the upper left corner

12. Close any of the instances, open the other one, and clear the gate queue on both lanes, press F11 to return to the full-screen mode

13. If the duplicated kiosk instance is on the same browser window, close any of the tabs, open the other one, and clear the gate queue on both lanes, press F11 to return to the full-screen mode

# The kiosk is not reading plates automatically

14. If the kiosk is not reading plates automatically, please get in touch with the Tech Support team, as a workaround, you can try the following steps

15. Click on Scan Vehicle to perform a manual scan

16. If for some reason that doesn't work or it doesn't read the plate correctly, you can manually enter the plate, to do that, click on the Help button

17. Click on Employee Login

18. Enter your employee code

19. Click on Submit

20. Click on Enter license plate

21. Type the license plate

22. Click on Submit

23. You will be redirected to the Welcome screen, and you will see the plate you entered in the upper left corner

# The Kiosk is not accepting cash payments

24. When the kiosk is not ready to take cash payments, you will see an error message stating "Can't start the cash payment" or "Can't reset the payment device

25. Click on the Help button

26. Click on Employee Login

27. Enter your employee code

28. Click on Submit

29. Click on Admin panel

30. Click on Manage cash

31. Once there, we will focus on 2 sections, the first one is the Cash Status which should show an idle state (green)

32. If the Cash Status is showing "accept_cash_failed" or "accept_cash_done", click the Cash Payment Done button

33. A confirmation pop-up will appear on successful, and the Cash Status will return to the idle state

34. Please ensure to check the Bill Levels in the second section. If the bill levels for each denomination are below 6, you need to refill them to at least the minimum amount. Otherwise, the cash device won't accept cash payments.

35. If the Cash Status is not green or if it shows any other message besides "accept_cash_failed" or "accept_cash_done", please get in touch with the Tech Support team

For more information about the cash management tools, please refer to this guide: https://app.tango.us/app/workflow/Manage-Cash-Glossary-08062e2751b7450cac7f714ca6f79433

# The Kiosk is not accepting card payments

36. When the kiosk is not ready to take card payments, you will see an error message stating "Can't start the card payment" or "Can't reset the payment device". For this error, please get in touch with the Tech Support Team

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