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 the camera error and select the retry action 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

An offline banner can appear while the scanner remains visible.

1. Stop presenting QR codes. Offline scans are not queued 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 offline banner to disappear.
4. If a customer was scanned during the failure, verify their progress in the Operator Workspace before scanning again.

A visit shows as failed

Check before retrying

A failure screen does not prove that the visit was not recorded. The kiosk records the visit first and requests updated progress afterward. If the second request fails, the visit may already exist even though the kiosk shows an error.

1. Stop scanning that customer’s QR.
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 same customer scan appears to do nothing

The kiosk silently ignores the same phone for 60 seconds after a successful scan. Wait for the full minute and do not refresh the page to bypass the guard.

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 LoyaltyBoss customer QR again and increase screen brightness.
• Hold the phone steady within the front-camera view.
• A reward QR is intentionally redirected to an operator and cannot be redeemed at the kiosk.
• 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 dedicated kiosk email and password again. The kiosk does not support email-code sign-in or password reset, so ask the administrator for credential recovery if the password is unavailable.

If the wrong account is signed in, ask the administrator to clear the kiosk browser’s site data and provide the correct dedicated credential. Clearing site data also removes the current session and camera permission, so repeat setup afterward.

The program is suspended

The kiosk is replaced by a Russian-language message 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. Wake Lock may be unavailable or denied without an on-screen warning.
• 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.