Kiosk Startup Troubleshooter

Owned by Chris Timms
Last updated: Feb 25, 2020
2 min read

Overview

During startup, the kiosk is completing a number of processes to begin accepting orders including:

  • Downloading the menu and content from QikServe’s cloud

  • Checking connectivity to relevant endpoints

  • Registering peripheral devices

Below are a list of errors you are likely to encounter during start up.

QikServe does not support Hardware or general Windows OS issues. If the Kiosk does not get past the log in screen, please report the issue via your internal IT help procedures

Error Codes

Error Message / Behaviour

Cause

Resolution

Error Message / Behaviour

Cause

Resolution

On startup, the PC does not start, the screen stays black

  • Unknown Hardware issues

  • Follow your guidelines for reporting issues with the Kiosk Hardware or Operating System

On Startup, the PC does not log in automatically

  • Unknown

On launch, Kiosk displays ‘Cache Not Ready’

  • Kiosk cannot download the store cache

  • Kiosk is currently downloading the cache

  • Wait 5 minutes

    • If issue persists, reboot kiosk

  • Check the Monitoring Dashboard - is ‘QS App Health’ Green?

    • If yes, check Status Page for outages

    • If no, something is blocking the cache download from being successful. Check your network connectivity

  • Delete files in C:\QikServe\cache and C:\QIkServe\shadowcache and reboot the kiosk

  • If unresolved, Contact Support

On launch, Kiosk displays Kiosk Service Error

  • Kiosk is unable to reach the QikServe Platform

  • Kiosk is still getting ready

  • Kiosk Service is not running

  • Wait 5 minutes

    • If issue persists, reboot kiosk

  • If unresolved, Contact Support

Kiosk Currently Unavailable

  • Kiosk is unable to reach the QikServe Platform

  • Kiosk is unable to reach your Point of Sale

  • All of the above

Kiosk starts but attract screens and/or menu images do not load correctly

  • Kiosk is unable to reach the QikServe Platform

  • Kiosk cache download was interrupted

  • There is a configuration issue causing the cache to enter an error state

  • Login to Kiosk as an Admin

  • Navigate to C:\Qikserve

  • Delete the cache folder

  • If present, delete the shadowcache folder

  • Reboot the Kiosk

  • If unresolved, Contact Support

Closed

  • Kiosk has detected it should not be open based on configured Open/Close times

  • If the store is supposed to be closed, there is no required action

  • If the store is supposed to be open, Contact Support