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Self-Ordering Kiosk Troubleshooting Guide
Self-Ordering Kiosk Troubleshooting Guide

How to resolve connection and/or printing issues on the self-ordering kiosk

Kevin avatar
Written by Kevin
Updated over a week ago

In this article:

Resolving connection issues

If you see the error message Couldn't Connect to POS! it means we need to restore the connection between your self-ordering kiosk and the Master POS.

  1. Check your local network. Your router and switch should all have green lights. If they do not, please contact our support team and we will be happy to assist.

  2. Check that your Master iPad is switched on and logged into the Abacus app

  3. Connect a keyboard and mouse to the self-ordering kiosk, or enable the Windows on-screen keyboard (Start > Settings > Ease of Access > Keyboard, and turn on the toggle under Use the On-Screen Keyboard.)

  4. Tap the cogwheel icon on the kiosk

  5. Enter your password. If you cannot remember it, contact our support team.

6. Check that your Master POS DEVICE ADDRESS matches the Master POS IP Address input in the self-ordering kiosk.

7. Click Test POS Connection.

8. If there is a connection, the message Connected to POS successfully will appear.

9. You will also be able to see the Self-Ordering Kiosk on the Master POS, listed as a Table Ordering device.

This will match the self-ordering kiosk's device address in the System tab.

Resolving printing issues

Kitchen printer not printing

If production dockets are not printing at your kitchen printer, but receipts are printing from your kiosk, there could be a connection issue between your self-ordering kiosk and the kitchen printer.

Follow our printer troubleshooting guide or get in touch with our support team via the chat bubble at the bottom right corner of this page!

Kiosk printer not printing

If the kiosk printer isn't working, the kiosk will ask the customer for their name. Instead of printing a receipt with an order number, a staff member will call the customer's name when their order is ready.

Customers simply type in their name and tap Confirm Name.

Testing kiosk printer connection

If the printer inside your self-ordering kiosk is not printing receipts, check to see whether it is connected at all.

  1. Go to Settings > Connection

  2. Click Test Printer.

  3. Take note of any error message that may appear, then get in touch with our support team who will be able to investigate further.

How to resolve the menu not updating

If you have made changes to your products (e.g. price adjustments, new products), you will need to sync the menu between the backend and the kiosk.

  1. On the backend, go to Online Ordering > Menu

  2. Click Save

3. On the kiosk, go to Settings > Connection > Sync Now

4. If your product is still not updating, contact our support team and we will help you out.

See also:

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