Kiosk Troubleshooting Guide

If your kiosk appears offline or unresponsive, follow these basic checks before escalating to technical support. These steps often resolve common issues quickly and help reduce downtime.

Check the Screen and Payment Device

Is the kiosk screen showing anything?

• Blank screen → Check the power and wake the screen.
• Sideways screen showing “SureLock” with your brand icon → Tap the icon to relaunch the kiosk app.
• System/Android screen with notifications (like SureMDM, SureLock, or “Configure keyboard”) → Swipe up and tap the SureLock icon to return to kiosk mode. 
  

Is the payment device (card reader) showing a “Welcome” message? Note: The “Welcome” message on the card reader is customizable. It may say “Welcome” or another message chosen by the site.

• ✅ Yes → The device has power and is online.
• ❌ No → Check the power and wake the screen.

Check Power and Wake the Screen

If both the kiosk and payment device screens are blank:

• Confirm the kiosk is plugged into a working outlet.
• Test the outlet with another device (like a phone charger).

If the card reader is on but the kiosk screen is off:

• The kiosk screen may be in sleep mode.
  1. Press the power button on the bottom-left edge of the screen.
  2. Once the screen wakes, swipe up from the bottom to return to the order screen.

“Internal Server Error” or “Edge Router Unreachable”

If you see either of these errors, the kiosk cannot connect to the network: 
 

Steps to resolve:

1. Restart the kiosk: Unplug it from the wall, wait 10 seconds, and plug it back in.
2. Check the Edge Router:
    
   • Confirm the power light is solid blue.
      
   • If not, press the power button to turn it on.
   • Ensure all cables are securely connected:
     • Power cord → Adapter
     • Adapter → Edge Router
     • Router → Wall outlet
3. Wait 5 minutes for the router to fully boot.
4. Reconnect the kiosk: Once the router is fully powered, unplug the kiosk and plug it back in to re-establish the connection.

Screen Shows “Kiosk #” Buttons

If the screen displays boxes labeled “Kiosk 1,” “Kiosk 2,” etc.: 

• Tap the box that matches your kiosk number.
• This will return the screen to the ordering interface.

Note: The number of boxes depends on how many kiosks are set up at the site.

Tips

• Always verify that the outlet, power adapter, and cables are working.
• After waking the screen, swipe up from the bottom to properly load the app.
• If issues continue after these steps, contact support with:
  • A description of what you see on the screen
  • Whether the payment device is powered
  • Any error messages displayed
  • The troubleshooting steps you’ve already tried