How do I resolve an unresponsive staff checkout screen?

📋 Overview

Step 1. Power Off the Kiosk

1. Go to the customer-facing display (Side UX).

2. Navigate to Manage Mode → Advanced → Power Off.

3. Choose Power Off Temporarily.

4. Turn off the side UX with the orange on/off switch on the back.

Reference Image: Manage Mode Power Off screen and side UX power switch

Step 2. Disconnect Power

1. Remove the power cable from the kiosk.

2. Remove the power cable from the side UX.

Step 3. Reseat HDMI and USB Cables

1. Reseat both the HDMI and USB cables on the back of the kiosk.

2. Reseat the USB cables inside the side UX's hub.

Step 4. Reconnect Power

1. Plug the power cable back into the side UX.

2. Plug the power cable back into the kiosk.

3. Turn on the side UX with the orange on/off switch.

4. Press and release the power button on the back of the kiosk.

Step 5. Test Touch Responsiveness

💡 Tips

• A clean Manage Mode shutdown is much safer than yanking the power cable — always try the in-app Power Off path first.

• If touch is still unresponsive after a full reseat, the issue is likely the side UX hardware itself rather than a cable. Escalate to support with the kiosk ID.

🔗 Relevant Articles

• How do I power cycle the kiosk?

• How do I enable staff screen?

• What is Staff Checkout?