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Info

FAQ: What to do if…

‘Kiosk
available’ Screensaver is showing

  • Is the restaurant status set to ‘Open’ in Sanity?

  • Is mobile ordering activated in Sanity?

  • Is the POS available?

    • Is the pinpad available? Only applicable if no ‘Pay Counter’ option offered
    Expand
    titleKiosk is in offline mode ('Kiosk ordering is not
    available')

    • Verify the restaurant availability in the inspector

    • Verify if the network is available

    • Verify if the POS is online

    • Verify if the mandatory settings for the store are correct in Sanity CMS

    • Verify with the POS vendor that there are no service outages or known issues

    • Raise a RBI support ticket

    Expand
    titleNo payments are completed ('Pay Now' option disabled or all payments fail)

    • Verify the status of the pinpad (directly on the pinpad)

    • Verify with the payment service provider that there are no service outages or known issues

    • Open Kiosk Inspector to check the pinpad status

      • If ‘NOT OK’ then raise a rbi support ticket

    Expand
    titleNo receipts are printed

    • Verifying the status of the printer (directly on the printer)

    • Verify if paper is available

    • Open Kiosk Inspector to check the printer status

      • If ‘NOT OK’ then raise a rbi support ticket

    Expand
    titleScreen is blank

    • Open the inspector to verify if authentication is failing

    • Raise a rbi support ticket

    Expand
    titleCheckout errors (pricing request fails before payment method selection) for a single item or combo

    • Verify in Sanity CMS if there is a misconfiguration (check the Vendor Configs)

    • Verify if there are any discrepancies in the menu (available on the POS cloud)

    • Raise a rbi support ticket

    Expand
    titleCheckout errors (pricing request fails before payment method selection) for multiple items and/or combos

    • Raise a rbi support ticket