Kiosk - Common Troubleshooting Issues and FAQ

This page will cover basic information about your Kiosk. This is a great reference page when your Kiosk is giving issues

If your Kiosk is giving you issues, first restart the iPad to see if that fixes the problem. You can do this by holding the Home button (Front of iPad) and Power button (Side of iPad) at the same time for about 15 secs.

How to access Settings Page (Kiosk App)

• In order to troubleshoot many issues; you will need to access the Settings page within your CityGro app. You can do so by drawing a circle counter-clockwise or tap and hold on the CityGro logo for 5 secs. Both are done on the home screen of the app.
  
  
  Helpful hints:
  • Place and remove your finger at the same point
  • If you have troubles, try different speeds
  • Start the circle from a point outside of the keyboard

FAQs

1. Kiosk doesn't remember who I am or askes me for my information every time
   • This happens when your kiosk is offline. To take your kiosk online:
   • Go to the Home Screen on your iPad (Where you can see all your apps)
   • Go to the Settings app
   • Click on WiFi on the left side (second one down)
   • Click on your Internet Provider (SSID)
     • If your SSID is already selected, click on the i on the far right, then click forget this network
     • Click on your SSID and enter your password
       
       
       
       
2. My Points aren't available or I can't redeem an offer
   • This happens when your kiosk is offline. To take your kiosk online:
   • Go to the Home screen on your iPad (Where you can see all your apps)
   • Go to the Settings app
   • Click on WiFi on the left side (second one down)
   • Click on your Internet Provider (SSID)
     • If your SSID is already selected, click on the i to the right, then click forget this network
     • Click on your SSID and enter your password
       
       
       
       
3. I can't type anything into the Phone Number or Data Field
   • Try reloading the app:
   • Click on the Home button (round button on the front of the iPad) to return to the home screen
   • Double click the Home button
   • Click and drag each screen to the top of the device to Close the app (It should disappear)
   • Re-open the Kiosk app
     
     
     
     
4. It doesn't send any messages after someone checks in on the Kiosk. This can happen because 1 of 2 reasons:
   1. User has not subscribed to receive messages from your business
      • After the customer checks-in, click the button in the top right-hand corner of the iPad
        
      • Click on Preferences
      • Toggle the switch On to opt them in to receive messages
   2. User's Carrier Plan does not allow Short Code Messages
      • To test this, have them send Test to 85775
      • If no response, contact your carrier to see if you can receive short code messages
      • If response, contact CityGro for further help
        
        
        
        
5. My App is Freezing in the Middle of Checking In
   • This can happen if you have an outdated version of the Kiosk app or if your internet connection is lost during the check-in process. Start by doing the following:
     1. Checking to ensure you have the latest version of the Kiosk App:
        • Click on the Home button (round button on the front of the iPad) to return to the home screen
        • Go to the App Store, click Updates in the bottom right-hand corner
        • Click Update if an update is available for the Kiosk App
     2. Reloading your app
        • Click on the Home button (round button on the front of the iPad) to return to the home screen
        • Double click the Home button, then click and drag each screen to the top of the device
        • Re-open the Kiosk App
     3. Ensure you are connected to the Internet:
        • Go to the Home screen on your iPad (Where you can see all your apps)
        • Go to the Settings app
        • Click on WiFi on the left side (second one down)
        • Click on your Internet Provider (SSID)
          • If your SSID is already selected, click on the i to the right, then click forget this network
          • Click on your SSID and enter your password
            
            
            
6. I am not connected to the Internet and having connection issues:
   
   • Go to the Home screen on your iPad (Where you can see all your apps)
   • Go to the Settings app
   • Click on WiFi on the left side (second one down)
   • Click on your Internet Provider (SSID)
     • If your SSID is already selected, click on the i to the right, then click forget this network
     • Click on your SSID and enter your password