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Troubleshooting: Model A4 (Kiosk Gen 2)
Troubleshooting: Model A4 (Kiosk Gen 2)

This guide will provide some troubleshooting steps for the Model A4

Updated over a week ago

Please review this guide if you are having any trouble with your Model A4. If you need additional support, please contact the Snackpass customer support team at +1 866 868 2146 (call) or message us using the Partner App!

Quick links

  1. My device is not powering on

  2. My device is not connecting to the card reader

  3. The touch responsiveness is slow or not functioning

  4. My device is not connecting to the internet or has a slow internet connection

  5. My device is damaged

Additional product information

Product Diagram

Troubleshooting

My device is not powering on

  1. Press the power button once on the back of the device to make sure your device is not in sleep mode

  2. Check the LED indicator on the base of the device, near the pole. If there is no light coming from the LED, then no power is being delivered from the wall charger and the battery is near empty.

  3. Make sure the power cable is properly connected to the base of the stand and the connection point is fully seated:

    1. Power cord is connected to a functioning outlet providing 120V AC

      1. Try another outlet or powering a different device into the chosen outlet to confirm functionality

    2. AC to DC adapter is connected to the AC power cord (make sure it is fully seated, push the cables together to confirm)

    3. The base is connected to the AC to DC adapter (make sure it is fully seated, push the cable into the base to confirm)

  4. If the screen still does not turn on, and you have another Model A4, then unplug the cable from the working Model A4 and plug it into the base of this device. If no other A4 cable is available, skip this step

  5. If there is still no light coming from the LED at the base, then plug the power cable directly into the monitor

    1. Wait 10 seconds

      Warning: Do not use a cable from a different brand device, this can permanently damage your Model A4. Only use a cable from an existing Model A4

    2. If the screen turned on when plugged directly into the monitor, you may have a loose connector either at the base to pole or the pole to display

      1. Get to the connector near the display by following the install guide step 13 and then step 12, in that order. Unplug and replug the connector in, making sure the latch snaps into place.

      2. Get to the connector near the display by following the install guide step 7 and then step 6, in that order. Unplug and replug the connector in, making sure the latch snaps into place.

    3. Plug the charger back into the base port to confirm this resolved your issue

  6. If none of the above steps have solved your issue or you are having trouble with any of the steps, please contact the Snackpass customer support team at +1 866 868 2146 (call) or message us using the Partner App!

My device is not connecting to the card reader

  1. Follow this guide to troubleshoot your M2 card reader

  2. If none of the above steps have solved your issue or you are having trouble with any of the steps, please contact the Snackpass customer support team at +1 866 868 2146 (call) or message us using the Partner App!

The touch responsiveness is slow or not functioning

  1. Check for any physical damage on the display

  2. Make sure you have a good internet connection

    1. Try a new ethernet cable (Skip this step if your device is connected over WiFi or you do not have another cable)

    2. Check your WiFi speed (Skip this step if your device is connected over ethernet)

      1. If your WiFi speed is slower than 12 Mbps download speeds or 5 Mbps upload speeds, move the device closer to the router, try restarting your router and contact your ISP (internet service provider) for any further network support

  3. Exit and re-open the Snackpass application

    Note: If you cannot access the restart button, you can skip this step

  4. Reboot your device

    1. Hold onto the power button for 3 seconds or until a new menu appears

    2. Tap on the "Reboot" button

  5. If none of the above steps have solved your issue or you are having trouble with any of the steps, please contact the Snackpass customer support team at +1 866 868 2146 (call) or message us using the Partner App!

My device is not connecting to the internet or has a slow internet connection

  1. Try a new ethernet cable (Skip this step if your device is connected over WiFi or you do not have another cable)

  2. Check your WiFi speed (Skip this step if your device is connected over ethernet)

    1. If your WiFi speed is slower than 12 Mbps download speeds or 5 Mbps upload speeds, move the device closer to the router, try restarting your router and contact your ISP (internet service provider) for any further network support

  3. If none of the above steps have solved your issue or you are having trouble with any of the steps, please contact the Snackpass customer support team at +1 866 868 2146 (call) or message us using the Partner App!

My device is damaged

Please contact the Snackpass customer support team at +1 866 868 2146 (call) or message us using the Partner App!

Product information

Operating Environment

Operating temperature: 0°C - 45°C

Humidity: 10% - 90% RH

Warning: this device is not rated for outdoor use

Product Warnings

  1. The gaps and openings on the device are designed for ventilation and heat dissipation. Do not block or cover them

  2. Do not use or store the device in dusty, humid, or high-temperature environments

  3. Avoid stepping on the power cord or power adapter to prevent damage to the wires
    that may cause electrical hazards. If the power adapter's cord is damaged, do not
    continue to use it as it may be dangerous

  4. Do not place the product in an unstable or tilted position

  5. Keep the cables connected to the product organized to avoid tripping, pulling or
    grabbing

Cleaning instructions

  1. Use a dry, soft cloth or a slightly dampened soft cloth with a mild cleaning solution to clean the device

  2. Do not use any type of solvent, such as alcohol or gasoline, as it may damage the surface treatment layer

How To

Reboot your monitor

  1. Hold onto the power button for 3 seconds or until a new menu appears

  2. Tap on the "Reboot" button

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