Please use this troubleshooting guide if you are experiencing issues with a Kiosk.  If the issue is unable to be resolved by following the steps below, please refer to further articles that are listed below. 

Common Issues

Kiosk not responding? 

• Restart kiosk – Power PC off by pressing the blue power button located at the front of the PC. Wait 30 seconds and power PC back on.
• No network?  Restart all sources of network hardware (router/modem etc.) and check if power is running on devices.
• Ensure all cables to the PC and power board are firmly in place. These could have dislodged due to transit or vibrations on site.
• Check power to the outlet (powerpoint) or before the outlet is cut (due to outage, power surge etc.)

Connection issues?

• Is the kiosk connected to the Wi-Fi network? The Wi-Fi symbol in the top right corner of the screen will determine network connectivity.
• Is the network cable connected to the PC?
• Is the router functioning?
  • What lights are flashing?
  • What colour (green is active and red is inactive)
• Is the network down?
• Has power been cut tot he network / modem / router? (ie. lights are off)

PC not functioning?

• What colour are the LED lights on the PC?
  • Blue - All is okay
  • Orange flashing - motherboard is faulty
  • Red - onboard power is dead

NOTE: If the lights are showing orange or red, then a replacement PC may be required.

Stickers not printing?

• Does the printer have stickers loaded and are they loaded correctly
• Is the printer connected to the power board?
• Does the printer have debris caught in the printing mechanism?

Cannot scan RIW cards, including virtual cards?

• Is the Kiosk powered on and has connectivity?
• Has a 'Access Denied message displayed?
• Has 'Evacuation Mode' been activated?

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Still not working?

If the kiosk is still not functioning after attempting the troubleshooting tips above, please refer to the component troubleshooting guides below:

Component Troubleshooting

PC Troubleshooting 

Please refer to our article:  Kiosk PC Troubleshooting Guide

Scanner Troubleshooting 

Please refer to our article:  Kiosk Scanner Troubleshooting Guide

Printer Troubleshooting 

Please refer to our article:  Kiosk Printer Troubleshooting Guide

Camera Troubleshooting 

Please refer to our article:  Kiosk Camera Troubleshooting Guide

Touchscreen Troubleshooting 

Please refer to our article:  Kiosk Touchscreen Troubleshooting Guide

If the kiosk is still not functioning after attempting the troubleshooting tips above, please contact the Service Desk on 1300 101 682 or raise a Service Request at  https://www.riw.net.au/contact-us/request-a-service/ by selecting category & sub-category mentioned in the below screenshot: 

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