This guide covers the most common issues you may encounter with your Clamp-Mounted KDS, including power, touchscreen, internet, and card reader connection issues.
Note: This guide applies to the 15.6" and 21" Clamp-Mounted KDS models. The troubleshooting steps are the same for both models.
If you have a 24" KDS, follow the this troubleshooting guide instead.
Troubleshooting
1. Monitor Not Powering On
If your Clamp-Mounted KDS does not turn on, follow these steps.
1. Check The Power Button
The physical power button is located on the bottom-left corner of the back of the monitor.
If the monitor may be in sleep mode, press the power button once.
If the monitor does not turn on, continue to the next step.
2. Check The Power Connection
Make sure all power connections are securely connected:
Confirm the power cord is connected to a working wall outlet.
If you're unsure whether the outlet is working, test it with another device.
Make sure the AC power cord is securely connected to the AC-to-DC power adapter.
Make sure the adapter cable is securely connected to the power port on the monitor.
3. Reboot The Monitor
If the monitor still does not turn on:
If the monitor is currently on, turn it off using the power button first.
Unplug the power cord from the wall outlet.
Wait 5 seconds.
Plug the power cord back into the wall outlet.
The monitor should power on automatically and display the Microtouch startup screen.
If it does not turn on automatically, press the power button on the bottom-left corner of the back of the monitor.
4. Check The Power Cable
Inspect the power cable for:
Cuts
Fraying
Other visible damage
If another Microtouch monitor is available, you can test the KDS using its power cable. Only use a compatible Microtouch power cable. Do not use a cable from another brand.
If the KDS still does not power on, contact Snackpass Support.
2. Touchscreen Is Unresponsive Or Lagging
If the touchscreen is frozen, responding slowly, or not responding to touch:
1. Check For Physical Damage
Inspect the monitor for:
Cracks
Liquid damage
Other visible physical damage
If there is visible damage, contact Snackpass Support immediately.
2. Check The Internet Connection
A poor network connection can cause the KDS to respond slowly.
Ethernet
If the KDS is connected through Ethernet:
Unplug the Ethernet cable from the KDS.
Reconnect it securely.
If the issue continues, try a different Ethernet cable.
You can also try another Ethernet port on your modem or router.
Wi-Fi
If the KDS is connected through Wi-Fi:
Check your internet speed.
Your connection should have at least 80 Mbps download and 10 Mbps upload.
If the connection is below these speeds, try moving the device closer to the router.
You can also restart your router or contact your Internet Service Provider (ISP) if needed.
3. Restart The SnackOS App
If the touchscreen is responsive enough to navigate through SnackOS:
From the SnackOS home screen, open Settings.
Use the left-side menu and scroll all the way down.
Select Restart.
Allow SnackOS to restart, then check whether the touchscreen is responding normally.
If the KDS is too unresponsive to navigate through Settings, skip this step and continue with the Reboot the Monitor steps below.
4. Reboot The Monitor
If the touchscreen remains unresponsive or slow, reboot the monitor:
If possible, turn off the monitor using the power button on the bottom-left corner of the back of the monitor.
Unplug the power cord from the wall outlet.
Wait 5 seconds.
Plug the power cord back in.
The monitor should power on automatically.
If the touchscreen remains unresponsive after restarting the KDS, contact Snackpass Support.
3. Internet Connection Issues
If the KDS has no internet connection or the connection is slow, first determine whether it is connected through Ethernet or Wi-Fi.
Ethernet Connection
Unplug the Ethernet cable from the KDS.
Reconnect the cable securely.
If the connection is still not working, try another Ethernet cable.
Try connecting the Ethernet cable to another port on your modem or router.
If needed, restart your modem or router.
Wi-Fi Connection
Check your internet speed.
Your connection should have at least 80 Mbps download and 10 Mbps upload.
If the connection is below these speeds:
Move the KDS closer to the router.
Restart your router.
Contact your ISP if the connection remains below the recommended speed.
Reconnect The KDS To Wi-Fi
If the KDS is connected to Wi-Fi but cannot access the internet, reconnect the network through SnackOS:
From the SnackOS home screen, go to Settings, or tap the gear icon in the top-right corner.
Select Network.
Select Wi-Fi.
Locate your saved Wi-Fi network.
Tap the trash can icon next to the network and select the option to forget it.
Turn the Wi-Fi toggle off at the top of the screen.
Turn Wi-Fi back on.
Tap the + icon in the bottom-right corner.
Enter your Wi-Fi SSID (network name) and password.
Make sure the SSID is entered exactly as it appears, including capitalization.
Tap Connect.
Confirm that the network status says Connected, not Saved.
If the KDS still cannot connect to the internet, contact Snackpass Support.
4. Physical Damage
If the Clamp-Mounted KDS has any visible physical or liquid damage:
Do not attempt to repair the device.
Stop using the KDS if liquid has entered the monitor.
Contact Snackpass Support immediately so we can determine the appropriate next steps.
Physical damage may include:
Cracked or damaged screen
Liquid damage
Damaged power port
Damaged cables
Other visible damage to the monitor or hardware
5. Product Information
Operating Environment
Operating temperature: 0°C–40°C
Humidity: 20%–80% RH, non-condensing
Outdoor use: Not supported
6. Product Warnings
Do not lift the KDS by the monitor. Always lift it from the base or use a dolly.
Do not expose the KDS to outdoor conditions. Prolonged exposure may cause permanent damage.
Do not use abrasive cleaners, solvents, or waxes on the monitor.
Keep the KDS in an appropriate indoor environment and avoid excessive heat or humidity.
7. Cleaning Instructions
Before cleaning the KDS:
Turn off the device.
Unplug it from AC power.
Cleaning The Monitor
Use a soft cloth that is slightly damp with mild detergent.
When cleaning the touchscreen, apply glass cleaner to the cloth—not directly to the screen.
The cloth should only be slightly damp, not wet.
Do not spray any liquid directly onto the monitor.
Ventilation Openings
Use a dry, soft cloth around the ventilation openings.
Liquid Exposure
If liquid enters the monitor:
Do not turn the device back on or continue using it.
Contact Snackpass Support immediately.
Contact Snackpass Support
Contact Snackpass Support if:
The KDS does not power on after checking the power connections and completing a reboot.
The touchscreen remains unresponsive or laggy after restarting the Snackpass app and rebooting the monitor.
The KDS cannot connect to the internet after completing the Ethernet or Wi-Fi troubleshooting steps.
The KDS has physical or liquid damage.
You need assistance determining whether the KDS requires replacement.
If you have any questions or encounter issues with your Clamped Kitchen Display System (KDS), feel free to reach out to our Snackpass partner support team. You can contact us via live chat in your partner app, by phone at 866-868-2146, or through email at [email protected].