Troubleshooting & FAQs: Kayana Self-Service Kiosk

This guide helps you resolve common issues with your Kayana Self-Service Kiosk, including problems with the kiosk screen, printer, and card reader.

Follow the steps below before contacting Kayana Support.

Kiosk Issues

Kiosk Screen Is Blank or Not Turning On

Possible causes

• Power not connected
• Power switch is off
• Loose cable connection

What to do

1. Confirm the power cable is securely connected
2. Check the wall socket is switched on
3. Ensure the kiosk power switch is set to ON
4. Wait 30–60 seconds for the screen to load

If the screen does not turn on, contact Kayana Support.

Kiosk App Not Loading / Stuck on Startup

This is usually caused by an internet or loading issue.

What to do

1. Wait a full 2 minutes — the app may still be loading
2. Confirm the Ethernet cable is connected
3. Restart the kiosk using the power switch
4. Allow the system to fully reload

If the issue persists, contact Kayana Support.

Menu Not Showing or Out of Date

Menu updates made in Partner Admin may not yet be applied.

What to do

1. Check the kiosk is connected to the internet
2. Restart the kiosk
3. Allow the menu to reload fully

If items are still missing, confirm:

• Items are marked Available
• Items are not out of stock
• Menu changes were saved correctly in Partner Admin

Printer Issues

Printer Beeping or Flashing Red

This indicates the printer needs attention.

Most common cause

• Receipt paper has run out

What to do

1. Use the printer key to open the printer
2. Replace the paper roll
3. Ensure paper feeds in the correct direction
4. Close the printer firmly

If receipts print blank, remove the roll and turn it around.

Printer Still Flashing After Replacing Paper

This may be caused by dust or paper debris.

What to do

1. Open the printer
2. Use the provided printer brush
3. Gently clean between the blades ⚠️ Do not touch the blades — they are sharp
4. Close the printer and retry

Receipts Not Printing

What to check

• Printer is closed properly
• Paper is loaded correctly
• No error lights are flashing

Restart the kiosk if printing does not resume.

Card Reader Issues

Card Reader Not Connecting

Possible causes

• Reader not powered on
• Incorrect USB port used
• Reader still pairing

What to do

1. Ensure the reader is plugged into the white USB port only
2. Power on the reader
3. Wait up to 10 seconds for pairing
4. Check that the disconnected icon disappears

If not connected, restart both the kiosk and the reader.

Card Reader Screen Frozen

This may occur during updates.

What to do

1. Wait up to 2 minutes
2. If still frozen, restart the reader using the power button
3. Turn it back on and allow it to fully load

If freezing continues, restart the kiosk.

Card Payments Failing

What to check

• Kiosk is connected to Ethernet
• Card reader shows no error icons
• Reader is fully paired

If payments continue to fail, do not retry repeatedly — contact Kayana Support.

Frequently Asked Questions (FAQs)

Do kiosks work on Wi-Fi?

Yes, but wired Ethernet is strongly recommended. Wi-Fi can be unstable and may cause payment or loading issues.

Orders Are Not Reaching the EPOS

If orders placed on the Self-Service Kiosk are not appearing on the EPOS, try the steps below.

What to check

1. Check the kiosk internet connection

• Ensure the kiosk is connected to the internet (Ethernet recommended)
• A weak or dropped connection can prevent orders from being sent

1. Confirm the EPOS is powered on and online

• Ensure the EPOS device is powered on
• Check the EPOS has an active internet connection

1. Restart the kiosk

• Restarting refreshes the connection and clears temporary issues

1. Restart the EPOS

• This helps re-establish communication between devices

1. Check the EPOS is not logged out

• Orders cannot be received if the EPOS user session is inactive or logged out

1. Confirm the kiosk is linked to the correct EPOS location

• Orders will not appear if the kiosk is assigned to a different site or device
• This can only be verified by Kayana Support

1. Check for pending system updates

• If the kiosk or EPOS has been offline for a long period, updates may be pending
• Restarting allows updates to apply

How do I know the card reader is connected?

When connected successfully:

• The disconnected icon disappears
• The kiosk is ready to accept payments

When to Contact Kayana Support

Contact Kayana Support if:

• The kiosk will not power on
• The app does not load after restarting
• Printer errors continue after paper replacement and cleaning
• Card payments repeatedly fail
• Orders are not reaching EPOS after troubleshooting

Contact details

• Email: support@kayana.co.uk
• Phone: +44 20 7046 0060
• Website: Kayana for Business Home

Next Steps

Learn how to correctly install, power on, and connect your kiosk, printer, and card reader by following the Kayana Self-Service Kiosk Setup Guide.