Kiosks may occasionally experience issues such as freezing, displaying a blank or black screen, getting stuck on a loading screen, showing a rotated display, or becoming completely unresponsive. These issues can disrupt daily operations and negatively impact the guest experience.

Answer

If your GRUBBRR kiosk is not working as expected, follow these steps to troubleshoot the issue:

1. Restart the kiosk. A simple reboot resolves many common issues such as frozen screens, loading loops, or unresponsive touch input. Power the kiosk off completely, wait a few seconds, and power it back on.

2. Check your internet/network connectivity. Slow performance, order delays, or loading issues can sometimes be caused by network problems. Verify that your internet connection is stable and that the kiosk is properly connected to your network. If support cannot connect remotely to the kiosk, unplug and reconnect the Ethernet cables on the affected kiosk(s) to ensure they are securely connected, then attempt the remote connection again.

3. Check the payment device. If the kiosk freezes specifically on the payment screen or the payment device displays only a "Welcome" message, try resetting the payment device. If the issue persists after resetting the device, a full system restart may be required to restore payment functionality.

   • Verify the payment terminal has an active internet connection during a restart by checking for an IP address during the device's launch process.

     • Note: Contact GRUBBRR support to if you need to attempt a re-pairing of the device with your Kiosk

1. Allow time for updates to complete. If the kiosk is stuck on an update/loading screen, wait several minutes to allow the update process to finish before attempting a restart.

2. Note whether the issue is isolated to a specific item or screen. If the kiosk freezes only when a particular menu item is selected, make note of that item and include it when contacting support, as this may indicate a configuration issue with that specific item.

Contact GRUBBRR Support if the issue persists. If the steps above do not resolve the issue, contact the GRUBBRR Support team for remote assistance. Our team can remotely access the kiosk to investigate and resolve the issue.

• Email: support@grubbrr.com

• Phone (24/7): 1-855-547-8227 (press 2 for urgent issues)

When contacting support, please provide the following information to help us resolve your issue as quickly as possible:

• Kiosk ID or store/location name

• Description of the issue (e.g., black screen, frozen on loading, rotated display, payment freeze)

• Whether the issue affects one or multiple kiosks

• Any troubleshooting steps already attempted

• Photos or videos of the issue, if available

• Whether the issue is tied to a specific menu item or screen

For general product questions and FAQs, you can also visit the GRUBBRR Knowledge Base.