Troubleshoot a Kiosk

Use the visible kiosk result to decide what to do next. Do not repeatedly scan the same customer while the result of an earlier visit is uncertain.

Camera access is denied

1. Read Camera access is blocked (or El acceso a la cámara está bloqueado) and select Retry or Reintentar once.

2. If the error returns, open Chrome’s site settings for the company domain and change Camera to Allow.

3. Return to the kiosk and select the retry action. If Android blocks the camera for Chrome itself, allow camera access in Android app permissions first.

4. Confirm that the live front-camera view and ready state return.

The kiosk is offline

When the device loses network access, the kiosk stops taking visits. A No internet connection banner appears, the start screen says Visits are paused (Visitas en pausa in Spanish), and the scan and phone-number buttons are disabled. An open camera or keypad closes on its own.

1. Record visits in the Operator Workspace meanwhile if it has a connection. The kiosk does not queue visits for later.
2. Restore Wi-Fi and confirm that another trusted site or the company domain loads.
3. Return to the kiosk and wait for the banner to disappear and the buttons to come back.
4. If a customer was being scanned at the moment the connection dropped, verify their progress in the Operator Workspace before scanning again.

A visit shows as failed

Check before recording it another way

The kiosk records the visit first and reads the customer’s progress afterward. Once the visit is recorded, the kiosk says Visit counted even if reading the progress fails or returns no usable numbers — then the screen shows no progress numbers rather than a made-up 0 of 0. A failure screen therefore means the visit was not confirmed. It can still have been recorded if the connection dropped mid-request; in that case the kiosk keeps ignoring the same QR for 60 seconds, so a repeated scan cannot count it twice.

1. Do not work around the 60-second guard by refreshing the page.
2. Restore the network if it is unstable.
3. Open the Operator workspace and use Check Visits for the customer.
4. Record another visit only after the operator has confirmed that the failed kiosk attempt did not count.

The kiosk says the code was just scanned

After a scan, the kiosk does not accept the same code again for 60 seconds. It shows This code was just scanned with the seconds left, then returns to the start screen. The pause also holds after a failed attempt whose outcome is unknown, so that a visit that may have been recorded is not counted twice.

The pause survives a page reload and ends with the browser session. Wait for it rather than reloading.

If the visit needs review or correction, use Check Visits in the Operator workspace instead of repeatedly scanning.

The QR code is not recognized

• Ask the customer to open their current Frequenta customer QR again and increase screen brightness.
• Hold the phone steady within the front-camera view.
• A reward QR is redeemed at the kiosk itself; see Understand Kiosk Behavior.
• Use the Operator workspace for manual entry when the correct QR still cannot be read.

The kiosk returns to sign-in

The session is no longer available. Enter the kiosk account’s email, then the code sent to that address.

The kiosk is signed in with the wrong account

On the start screen, select Staff: sign out in the top corner, then Sign out to confirm. The kiosk returns to its sign-in page and stops taking visits until an operator signs in again with the correct account. Camera permission is kept.

The program is suspended

The kiosk is replaced by Access suspended in English or Acceso suspendido in Spanish when the company program is suspended. Stop kiosk service and contact the business administrator. The operator cannot restore the program from the kiosk.

The screen sleeps or no beep plays

• Keep the device connected to power and configure Android display settings so the screen stays on. If the browser cannot keep the screen on by itself, the start screen shows This screen may turn off along the bottom edge; the display settings are then the only thing keeping it awake.
• Keep device and media volume enabled, but do not treat a missing beep as failure. The visual success or error state is the source of truth.
• Restart the device, reopen the installed kiosk, and confirm the ready state if display behavior becomes unreliable.