Kiosk unresponsive
For: Any userStaffOrg admin
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When the kiosk stops responding mid-service, the priority is back to operational in under two minutes. Follow this order, do not skip steps.
Quick diagnosis
- Tap the screen in different spots. If the device is frozen, taps produce no feedback.
- If the app is still active but slow, swipe up from the bottom and re-enter the kiosk (do not sign out).
- If it does not respond, restart the device (hold power button 5 seconds → restart).
- While the device reboots, open the kiosk on a backup tablet with the same PIN. Use it so the line of people does not stop.
- When the device is back, open the browser and load
/k/<kiosk-id>from the full-screen favorite.
Common causes
| Symptom | Likely cause | Fix |
|---|---|---|
| Black screen | Screen locked due to inactivity | Tap to wake |
| Kiosk closed and home screen is visible | iOS/Android killed the tab for memory | Re-open from the favorite |
| App loads but stays blank | Wi-Fi without internet | Check the network on another tablet |
| Persistent “Offline” | Hotspot DNS or proxy is blocking | Switch to backup network (phone 4G) |
| Buttons do not react to touch | Bad screen protector | Remove the protector and try |
When to escalate
- If two or more kiosks at the same campus present the same problem at the same time, it is not local: check the status page and, if no incident is declared, open a direct ticket from report incident.
Prevention
- Keep a backup tablet ready per campus, with the same PIN preloaded.
- Restart kiosk tablets once a week.
- Enable Guided Access on iOS or the Android equivalent so an accidental tap does not close the app.
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