What does it mean?
This guide offers comprehensive support for resolving common issues with your self-service terminal. Learn how to diagnose and fix problems ranging from printer malfunctions and scanner errors to internet connectivity troubles. We'll walk you through essential checks and configurations to ensure your kiosk operates smoothly.
What should I do?
Internet connection issues
If you're experiencing issues, let's first try to re-establish the internet connection.
- For Ethernet-connected devices: If your device is connected to the network via USB, please disconnect it and then reconnect it.
- For Wi-Fi connections: We kindly ask you to reset the connection directly on the device by disabling and then re-enabling Wi-Fi.
How to exit the self-service screen (log out)
You can log out by using the following touchscreen pattern:
- Tap the small area on the bottom-left of the footer twice (2 x clicks).
- Then the small area on the bottom-right of the footer once (1x click).
- And finally the small area on the bottom-left of the footer once again (1 click).
Scanner issues
If you're experiencing problems with the scanner, please perform the following steps:
- Exit the self-service screen and log out following the instructions above.
- From the Start Ticketing screen, click the gear icon.
- Select 'Config scanner'.
- Choose your scanner from the list (e.g., Zebra).
- Scan the configuration barcode.
Printer issues
If your printer isn't working correctly, please follow these steps:
For USB printers
1. Check physical connections:
- Ensure the USB cable is securely plugged in. Do not switch USB ports.
- Check that there's a paper roll inside and correctly positioned.
- Verify the printer is turned on and the blue indicator light is illuminated.
2. Star Micronics Specific Issue: For Star Micronics printer models, a constant red and blue LED illumination usually means the printer cover isn't properly closed, preventing printing. For more details on error codes, refer to the Star Micronics Help Centre.
For Bluetooth printers
1. Power cycle & reconnect: Turn off the printer for one minute, then try reconnecting the Bluetooth printer within the Palisis app settings.
2. Verify Android Bluetooth settings: If the printer doesn't appear in the list, check the Android settings on the ELO device to confirm Bluetooth isn't disabled:
- Unlock the device.
- Press the Home button, then briefly press the power button.
- Enter the control panel password. (If you don't know this, please contact our support team by phone at +41 44 533 4040.)
- Tap the three lines in the top right corner:
- Enable Bluetooth.
For both USB and Bluetooth printers
Once you've checked these physical connections and power, exit the self-service screen and log out following the instructions above. Then, exit the self-service screen following the instructions above. Then, from the Start Ticketing screen:
- Click the gear icon.
- For USB printers, check the ‘USB Permission’ option.
- Select 'Conf. Printer'.
- Choose your printer connection type (Bluetooth or USB).
5. Select your specific printer from the list.
6. Finally, click 'Check Printer'.
Ideally, all displayed items should be green. If any are red, this indicates where further action is needed.
If the printer still doesn't print after following these steps, please contact our Support team here.