In this article, we would like to explain which error sources must always be checked in the event of a kiosk downtime before the next support level is contacted.
A downtime occurs when one or more kiosks are not fully functional and check-in is no longer possible via these kiosks.
Possible causes of downtime and solutions
Please check the message on the display of the kiosk.
| Display locked? | Message on the display | Cause | Solution |
| Yes | Text: This device is out of paper and therefore locked. Please use another kiosk. | The paper roll is empty or not loaded correctly. |
Load a new roll of paper or check that the paper is loaded correctly: How to change the printing paper? If the kiosk is not unlocked within 30 seconds, restart the kiosk. If the kiosk is still locked afterwards, check whether a new error occurs, e.g. "RFID cards empty" (see next line). |
| Yes | Text: This device is out of RFID cards and therefore locked. Please use another kiosk. | The RFID card / access card dispenser is empty. |
Fill the device with new RFID cards: Where and how to refill RFID-cards? If the kiosk is not unlocked within 30 seconds, restart the kiosk. If the kiosk is still locked afterwards, check whether a new error occurs, e.g. "Paper empty" (see previous line). |
| Yes | Text: This device is not connected to the internet and therefore locked. Please use another kiosk. | The kiosk has no internet connection. | Check the Internet connection or inform the next support level. |
| Yes | Text: This device is currently locked. Please use another kiosk. | There may be several causes. |
Look at the top right of the kiosk screen to see what error icons are displayed: How can I read the current system status of the kiosk? Share the error icon and the details displayed after tapping the error icon with the next support level. If possible, send a photo of the displayed error icons and the respective error message displayed after tapping an icon to the next support level. |
| No | One or more error icons are displayed in the upper right corner of the screen. | There may be several causes. |
Look at the top right of the kiosk screen to see what error icons are displayed: How can I read the current system status of the kiosk? Share the error icon and the details displayed after tapping the error icon with the next support level. If possible, send a photo of the displayed error icons and the respective error message displayed after tapping an icon to the next support level. |
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