This guide covers the most common issues you may encounter with your Gen 2 Standing Kiosk and provides step-by-step troubleshooting instructions.
Product Overview
The Gen 2 Standing Kiosk consists of a rotating touchscreen monitor and a base with a built-in rechargeable battery.
The screen can be positioned vertically or horizontally.
Power Button
The physical power button is located on the back of the monitor:
Vertical position: Bottom-right corner of the back of the screen.
Horizontal position: Bottom-left corner of the back of the screen.
Battery Indicator
The Gen 2 kiosk base contains a built-in rechargeable battery, allowing the kiosk to operate for a period of time without being connected to an external power source.
The battery indicator light is located on the base of the kiosk.
The indicator shows the battery's charging/power status:
Red: The battery is charging.
Green: The battery is fully charged.
Blue: The charger is disconnected and the built-in battery is powering the kiosk.
Troubleshooting
1. Device Not Powering On
If the Gen 2 kiosk does not turn on, follow the steps below in order.
Step 1: Check The Power Button
The power button is located on the back of the monitor:
Vertical: Bottom-right corner.
Horizontal: Bottom-left corner.
If The Kiosk Is Powered Off
Press and hold the power button for 2–3 seconds to turn it on.
If The Kiosk Is Already Powered On
Press and hold the power button for 2–3 seconds to open the Shutdown/Restart menu.
Short press the power button to turn the screen off.
Short press it again to turn the screen back on.
Step 2: Check The Battery Indicator
The battery indicator is located on the base of the kiosk.
Check the color of the indicator:
Red: The battery is charging.
Green: The battery is fully charged.
Blue: The kiosk is operating from its built-in battery.
If the indicator is not showing the expected status, continue to the next step.
Step 3: Check The Power Connection
The Gen 2 kiosk is powered through a charger connected to the DC power port on the side of the kiosk base.
Make sure:
The AC power cord is securely connected to the AC/DC adapter.
The AC/DC adapter is securely connected to the kiosk base.
The connector is firmly seated in the DC port.
The power cord is connected to a working wall outlet.
Tip: Plug another known-working device into the same outlet to confirm that the outlet is providing power. You can also try a different working outlet.
When the charger is connected to the base, the battery indicator should turn red while the battery is charging.
Step 4: Try A Known-Working Power Cable
If available, use a known-working Gen 2 power cable to test the kiosk.
If the Gen 2 kiosk powers on with the other cable, contact Snackpass Support for assistance with obtaining a replacement.
Step 5: Connect The Charger Directly To The Monitor
If the Gen 2 kiosk does not power on through the base, you can bypass the base as a diagnostic test.
Disconnect the charger from the kiosk base.
Connect the charger directly to the power port on the back of the monitor, next to the HDMI port.
Wait approximately 10 seconds.
Check whether the screen powers on.
This test helps determine whether the issue may be related to the power cable or the kiosk base.
If the Gen 2 kiosk still does not power on after these steps, contact Snackpass Support.
2. Card Reader Not Connecting
If the Gen 2 kiosk is working but the M2 card reader is not connecting, use the dedicated: M2 Card Reader Troubleshooting Guide
The card reader guide provides troubleshooting steps for:
Power and charging issues
USB connection
Bluetooth connection
Connection status
Factory reset
Tamper conditions
Payment failures
If the M2 still cannot connect after completing the troubleshooting steps, contact Snackpass Support.
3. Touchscreen Not Responding Or Slow
This issue can include:
The touchscreen does not respond to touches.
The screen is completely frozen.
Touches take several seconds to register.
The kiosk becomes slow or unresponsive.
Step 1: Restart SnackOS
If you can still interact with the screen, restart the SnackOS app.
After SnackOS restarts, test the touchscreen again.
If the screen remains unresponsive, continue to the next step.
Step 2: Reboot The Gen 2 Kiosk
Power cycle the kiosk using the How To Reboot The Kiosk instructions below.
After the kiosk restarts, test the touchscreen again.
Step 3: Allow The Kiosk To Cool Down
If the touchscreen remains frozen or unresponsive, the kiosk may be overheated.
Power off the kiosk.
Disconnect it from its power source.
Leave it unplugged for approximately 10 minutes to allow it to cool down.
Reconnect the power.
Power the kiosk back on.
Test the touchscreen again.
Make sure the kiosk's ventilation openings are not blocked and that it is not being used in an excessively hot environment.
Step 4: Contact Snackpass Support
If the touchscreen remains unresponsive after restarting and allowing the kiosk to cool down, contact Snackpass Support.
The device may require a software update to be pushed manually.
4. Internet Not Working Or Is Slow
The Gen 2 kiosk can connect to the internet through either WiFi or Ethernet.
If the kiosk displays a message indicating that the internet is not working, pages are not loading, or payments are failing, troubleshoot the network connection.
Important: Payment failures can sometimes be caused by a network connection issue.
Recommended Internet Speed
The Gen 2 kiosk should have at least:
80 Mbps download
10 Mbps upload
First determine whether the kiosk is connected through WiFi or Ethernet.
If Connected Through Ethernet
Step 1: Restart The Kiosk
Power off the kiosk, disconnect the power, wait 15 seconds, reconnect it, and power it back on. Test the connection again.
Step 2: Check The Ethernet Cable
If the issue continues:
Unplug the ethernet cable from the kiosk.
Reconnect it securely.
Make sure the other end is securely connected to the modem or router.
Try a different ethernet cable.
If available, try a different ethernet port on the modem/router.
Step 3: Try WiFi
If the Ethernet connection still does not work, you can connect the Gen 2 kiosk to WiFi instead.
Important: Disconnect the Ethernet cable before connecting to WiFi. A connected Ethernet cable can override the WiFi connection.
Follow the WiFi instructions below.
Reconnect The Gen 2 Kiosk To WiFi
From the SnackOS Home Screen, open Settings, or tap the gear icon in the top-right corner of the screen.
Go to Network.
Select WiFi.
Locate your current WiFi network in the list of saved networks.
Tap the trash can icon to the right of the network to forget it.
At the top of the screen, turn the WiFi toggle OFF.
Turn the WiFi toggle back ON.
Tap the + icon in the bottom-right corner of the screen.
Enter your network information manually:
SSID: Enter the name of your WiFi network exactly as it appears, including capitalization.
Password: Enter your WiFi password.
Tap Connect.
Confirm that the network status says Connected, not Saved.
If the Gen 2 kiosk still cannot connect, contact Snackpass Support.
5. Device Is Physically Damaged
Contact Snackpass Support immediately if the Gen 2 kiosk has visible physical or liquid damage, including:
Cracked or damaged screen
Dents or broken housing
Liquid exposure
Damaged power ports or connectors
Other visible physical damage
Do not continue troubleshooting a device with suspected liquid damage.
Snackpass Support will review the device and determine whether it may be eligible for replacement based on its warranty status. Replacement is not guaranteed.
Additional Product Information
Operating Environment
The Gen 2 Standing Kiosk is designed to operate within the following conditions:
Temperature: 0°C–45°C
Humidity: 10%–90% RH
Outdoor use: Not rated for outdoor use
Product Warnings
Do not block the kiosk's ventilation openings.
Avoid dusty, humid, or excessively hot environments.
Do not step on or pinch the power cord.
Keep cables organized to prevent tripping or cable damage.
Do not place the kiosk in an unstable or tilted position.
Do not expose the kiosk to rain or other outdoor conditions.
Cleaning Instructions
Power off and disconnect the kiosk from power before cleaning.
Use a dry or slightly damp soft cloth.
If needed, use a mild cleaning solution.
Apply the cleaning solution to the cloth rather than directly to the kiosk or screen.
Gently wipe the screen and exterior surfaces.
Do not use alcohol, gasoline, solvents, or other harsh chemicals, as they can damage the kiosk's surface.
How To Reboot The Gen 2 Kiosk
A reboot can help resolve temporary touchscreen, software, and connectivity issues.
Press and hold the power button for approximately 2–3 seconds.
Select Reboot from the Shutdown/Restart menu.
Wait for the kiosk to fully restart.
If The Screen Is Completely Unresponsive
If you cannot access the Reboot option because the touchscreen is frozen, use the power-cycle procedure:
Power off the kiosk.
Disconnect it from power.
Wait 15 seconds.
Reconnect the power.
The monitor should power on automatically.
Contact Snackpass Support
Contact Snackpass Support if:
The Gen 2 kiosk will not power on after checking the power connection, outlet, and a known-working cable.
The Gen 2 kiosk does not power on when the charger is connected directly to the monitor.
The touchscreen remains unresponsive after restarting and allowing the kiosk to cool down.
The kiosk requires a manual software update.
The M2 card reader cannot connect after completing the M2 Card Reader Troubleshooting Guide.
The Gen 2 kiosk cannot connect to the internet after completing the Ethernet or WiFi troubleshooting steps.
The Gen 2 kiosk has visible physical or liquid damage.
You need assistance determining whether the device requires replacement.
If you still experience any issues despite these troubleshooting steps please contact Snackpass Support for assistance. You can reach us by calling +1 866 868 2146 or by sending a message through the Partner App.