This article walks you through kiosk troubleshooting tips that address various issues that you may have with your kiosk. Most kiosk issues can be resolved by restarting the kiosk or restarting the Accushield application installed on your kiosk. If the issues continue, see the additional suggestions in this article.
Follow the steps below to begin troubleshooting.
RESTART ACCUSHIELD APP
- Tap the Accushield logo at the top of the kiosk sign in / sign out screen 5-6 times and the "Kiosk Description" page will appear.
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- Tap "Restart App" at the bottom left side of the screen. After about 5 seconds, you should be back to the sign in / sign out page and your kiosk will be updated.
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If you are still having the issue, restart the kiosk using the steps below.
RESTART THE KIOSK
- Press and hold down the power button until the "Power off" and "Restart" options appear
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- Choose the "Restart" option
- The kiosk should turn back on.
- Check to see if you are still having the issue
If you are still having the issue after restarting the kiosk, review the other common kiosk issues below or contact tech support.
ADDITIONAL TROUBLESHOOTING
- Not Connected to Internet or Wi-Fi (offline)
- See the Internet & Wi-Fi Issues article
- Not Printing Badges
- If your printer model number is QL-820NWB, see the Bluetooth Printer Issues article for instructions
- If your printer model number is QL-710W or QL-800, see the USB Printer Issues article for instructions
 QL-820NWB | OR |  QL-800 |  QL-710W |
- Tablet Will Not Turn On (Screen Appears Off or Black)
Your kiosk has either a basic power plug or a power adapter that plugs into the wall.
- If your camera is located above or below your kiosk screen, plug the power cord into the wall from the kiosk. The kiosk will automatically turn on. This kiosk does not have a battery and must be plugged in at all times to function.
- If your camera is located to the left of your kiosk screen, plug the USB power cord from the kiosk into the Samsung power adapter and then into the wall. Allow the tablet to charge for at least an hour. Once charged, press the power button to turn on the kiosk.
 | OR |  AND |
 Samsung power adapter AND |
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- Check to make sure that the power cable is plugged into the tablet power input
| OR |  Unscrew the 4 screws on the back |
AND |
 Connect cable to tablet power input |
- Perform a Soft Reset
- If the tablet still won't turn on:
- If your camera is located above or below your kiosk screen, unplug the power cord from the wall and plug back in. The kiosk will automatically turn on. This kiosk does not have a battery and must be plugged in at all times to function.
- If your camera is located to the left of your kiosk screen, unplug the power cord from the wall and allow the battery to drain so that the kiosk turns off. Plug back in and allow the tablet to charge for at least an hour. Once charged, press the power button to turn on the kiosk.
| OR | AND |
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- If tablet still does not turn on, contact tech support.
- Tablet is Frozen with the Screen Still On
- Perform a Soft Reset
- If the tablet still won't turn on:
- If your camera is located above or below your kiosk screen, unplug the power cord from the wall and plug back in. This kiosk does not have a battery and must be plugged in at all times to function.
- If your camera is located to the left of your kiosk screen, unplug the power cord from the wall and allow the battery to drain so that the kiosk turns off. Plug back in and allow the tablet to charge for at least an hour. Once charged, press the power button to turn on the kiosk.
| OR | |
- If tablet still does not turn on, contact tech support.
- Battery Icon on the Tablet has a Red X
- If your camera is located above or below your kiosk screen, your kiosk does not have a battery and must be plugged in at all times to function.
- If your camera is located to the left of your kiosk screen, there is an issue with the tablet power adapter/wall charger or the battery. Follow the instructions below.
| OR | |
- Check to make sure that the kiosk power cable is plugged into the Samsung power adapter that is plugged into a wall power outlet
- If your power adapter has been lost or stolen, contact Accushield to purchase a replacement
- If the kiosk power cable is plugged into the USB port of a computer or printer (not the Samsung power adapter), the kiosk is not receiving enough power and will not stay charged
- Plug the kiosk USB power cable into the Samsung power adapter and plug into a wall power outlet
- Allow the tablet to charge for at least an hour
- Once charged, press the power button (located on the top left side of the kiosk) to turn on the kiosk
- If battery icon still has a red X, contact tech support.