Payment device issues on GRUBBRR kiosks can occur intermittently and may prevent customers from completing transactions. Common symptoms include the payment device becoming unresponsive, displaying a blank or blue screen, showing an error message, or requiring a kiosk reboot to restore functionality.

Answer

There are several known causes for kiosk payment device issues. Follow the steps below to troubleshoot:

1. Reboot the payment device. Power cycle the payment device (PIN pad) by unplugging it and plugging it back in. In many cases, this restores connectivity temporarily.

2. Reboot the kiosk. If rebooting the payment device alone does not resolve the issue, restart the kiosk itself. This can re-establish communication between the kiosk software and the payment device.

3. Check the USB/cable connection. Ensure the USB cable connecting the payment device to the kiosk is securely plugged in. Unplugging and re-plugging the USB cable can resolve communication errors between the kiosk and the payment device.

4. Check the internet/ethernet connection. Verify that the kiosk is connected to the internet. A lost or unstable network connection can prevent the payment device from communicating properly. Check the ethernet or network cable and ensure the kiosk is online.

5. Check for power supply issues. Insufficient power delivery (e.g., connecting the payment device through a USB hub rather than directly to the kiosk) can cause intermittent payment failures. If possible, connect the payment device directly to the kiosk rather than through a hub.

6. Contact GRUBBRR Support. If the above steps do not resolve the issue, contact GRUBBRR Support at 855.547.8227 (ext. 2) or email support@grubbrr.com. Our team can remotely access the kiosk, review backend logs, and update the payment device IP address or configuration if needed. Common backend fixes include updating the payment device IP address (which may change after a power outage or network change) and refreshing the kiosk remotely.

Note: If the payment device requires a reboot after every transaction or fails repeatedly throughout the day, this may indicate a deeper hardware or configuration issue (such as a power supply problem or a need for a firmware update). Please contact GRUBBRR Support so the issue can be investigated and a permanent resolution can be put in place.