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What to Do When Your Kiosk Displays "Out of Service"

If your Facilipay kiosk shows an "Out of Service" message, the kiosk has encountered an error and can't operate normally. This typically indicates the kiosk can't communicate with the system or has a connection, hardware, or configuration issue.

Before You Begin

  • You must have physical access to the kiosk and any connected hardware (printer, network).
  • Note the time the issue started and any recent changes you made.

Common Reasons for "Out of Service"

This message can appear when:

  • The kiosk lost communication with the POS or backend system
  • A printer issue interrupts normal operation
  • The kiosk network connection is down
  • An underlying software or hardware error has occurred

Step-by-Step: Troubleshoot the Issue

  1. Reboot the Device
    Start with a reboot of the kiosk hardware or attached POS device (often a Clover Mini) to clear temporary errors and reinitialise connections. Turn the device off, wait a few seconds, then power it back on. Confirm it boots back up normally.

  2. Check Printer Paper and Settings
    A kiosk can display "Out of Service" if a receipt or order printer is blocked:

    • Replace the printer paper roll if empty.
    • Ensure the paper is loaded correctly.
    • Check printer settings so the kiosk can send print jobs.

  3. Verify Printer Connectivity
    Confirm the printer is powered on, properly connected, and visible to the kiosk system. A disconnected or offline printer can prevent service recovery.

  4. Check Inventory and Configuration
    Errors in the kiosk configuration, missing menu items, or misaligned inventory data can sometimes block normal service:

    • Review that the inventory and menu items are correctly set up and active.
    • Ensure online ordering and kiosk items are properly synced with your Facilipay settings.

  5. Check Local Network Connectivity
    An out-of-service kiosk often can't communicate with Facilipay servers or your POS if the network is down:

    • Ensure the kiosk is connected to the same local network as your router.
    • Test the network connection (e.g. by pinging a known address or using a browser).
    • Confirm the network Wi-Fi or Ethernet connection is stable.

  6. Escalate if Needed
    If the message persists after the steps above:

    • Capture details such as the exact message, time of occurrence, and any recent changes.
    • Contact Facilipay Support at support@facilipay.io with these details and the steps you've already taken.

Tips for Faster Resolution

  • Restart network equipment: If the kiosk still can't connect, reboot your router or switch and then restart the kiosk.

  • Test other devices: Check that other devices on your network can still access the internet.

  • Scheduled maintenance: Plan regular checks of your kiosk hardware, network, and printer supplies to prevent unexpected downtime.