Kiosk
Why isn't the kiosk reacting to a placed item?
Three escalating troubleshooting steps to take when the kiosk does not react to an item placed on its base during checkout.
📋 Overview
When a kiosk doesn't respond to an item placed on its base, the cause is almost always a stale local database, a stuck UI, or a deeper hardware/software state that needs a reboot to clear. Try these steps from least to most disruptive — Sync DB, then Refresh, then a full power cycle.
Step 1. Sync the Database
- Go to Manager Mode.
- Press Sync DB.
- Wait for the kiosk to fully sync to the database.
- If the kiosk still does not react after syncing, move on to Step 2.
Step 2. Refresh the Kiosk
- Go to Manager Mode.
- Press Refresh.
- If the kiosk still does not react after a refresh, move on to Step 3.
Step 3. Power Cycle the Kiosk
If Sync DB and Refresh don't resolve the issue, fully power cycle the kiosk.
- Follow the steps in How do I power cycle the kiosk?.
💡 Tips
- Sync DB resolves most stale-data issues — always try it first before more disruptive steps.
- If additional alerts appear during troubleshooting, address those alerts first; they are often the underlying cause.
🛠️ Troubleshooting
Issue: Sync DB hangs or takes more than 5 minutes
Fix: Move on to Step 2 (Refresh). If the kiosk is offline, the sync will not complete until the network is restored.
Issue: Kiosk reacts to some items but not others
Fix: The missing item likely needs to be trained (posed). Sync DB will not fix recognition for an untrained item — instead, retrain the item from Manage Mode.
Issue: Kiosk still doesn't react after a full power cycle
Fix: Check the cameras for obstruction or alerts in Manage Mode. If cameras are offline or covered, the kiosk cannot detect placed items. Contact support if the cameras appear healthy but the issue persists.
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Need help? Contact support at 📧 help@mashgin.com or call (855) 475-0889