Please check the the following guide before contacting support.
First identify which type of error you have:
1. The kiosk does not start.
2. When you try to login you get the error message : “The service is not available. Please restart kiosk service”.
3. When you try to login you get the error message starting with: “CleanCash error…”.
4. When you make a payment error message contains “CleanCash can't process positive and negative vats simultaneously”.
5. When you make a payment you get and error message string with: “Unable to print receipt …”
6. When you can't start a card payment or cashier cannot connect to card terminal.
Then read corresponding instruction below.
1. The kiosk application does not start.
1. Run the "Restart kiosk service" app or restart computer. (Windows Key -> type restart kiosk service) then try to start again.
2. When you try to login you get the error message : “The service is not available. Please restart kiosk service”.
1. Run the "Restart kiosk service" app or restart computer. (Windows Key -> type restart kiosk service).
2. Make sure that the antivirus software is not blocking the Kiosk service.
3. Make sure that Firewall settings allow outbound connections
3. When you try to login you get the error message starting with: “CleanCash error…”.
- Make sure the CleanCash API is installed. Open Apps & Features (Windows Key -> type Apps & Features). Make sure the CleanCash API is in the list of installed apps.
- Check that the CleanCash unit is connected to the PC. Make sure that the USB cable is not damaged.
- Make sure that the CleanCash unit is connected to the same port as it was initially. Changing USB port may lead to losing connection.
- In case the error message contains “RC_E_LICENSE_EXCEEDED” then the problem is that the kiosk number was changed. You need to associate a new kiosk number with the CleanCash device.
- Restart Kiosk service (Windows Key -> type restart kiosk service)
- Restart the CleanCash unit. Power on/off.
- Restart the computer.
4. When you make a payment error message contains “CleanCash can't process positive and negative vats simultaneously”
This error indicates that the transaction contains both positive and negative VAT. For instance, when a product with one VAT is refunded and a product with another VAT is purchased. Nitesoft allows such transactions. However, CleanCash doesn’t allow such transactions. In this case please split the payment into 2: one refund and one purchase.
5. When you make a payment you get and error message string with: “Unable to print receipt …”
Please check the error message. It starts with “Unable to print receipt …”.
When connection to the printer is established the printer is capable of indicating the type of the problem. In this case the error message contains “Extended : …” details. Possible details are: “Cover is open”, “Journal station is out of paper”, “Receipt station is out of paper”, “Slip station is out of paper”, “The size is too big”, “No ink cartridge”, “Replace Ink cartridge”, “Head cleaning in execution”. Please fix printer according to the error message.
When connection could not be established the symptoms may vary. Please try the following steps (try the next step if the previous didn’t yield a result):
- Check that the printer is connected. Make sure the cable is not damaged.
- Make sure that the error indicator on the printer is turned off and not blinking. If there is error indication please use the printer manual to understand what type of error is indicated.
- In case it's a USB printer. Make sure the USB port is the same as was initially. When the USB port is switched the connection may be lost.
- In case it’s a LAN printer. Make sure that printer has the same IP address as was assigned to the printer initially. It’s strongly recommended to set up a static IP address rule on the router for the printer. When an IP address changes, the system loses connection to the printer.
You can find out the ip of the printer by: Power the printer off. Press and hold the feed button. Power the printer on again and continue to hold the feed button. The printer should print a note with the ip-adress. - Restart Kiosk service.
- Restart the printer.
- Restart the computer.
6. When you can't start a card payment or cashier cannot connect to card terminal
Nitesoft supports card terminals from different vendors: Verifone VX820, Adyen, Stripe and Nets. It’s strongly recommended to set static IP addresses for the card terminals in the router configuration for terminals that are connected through LAN.
In case Nitesoft is able to establish connection to the card terminal typically there is an error description from the terminal. Please check the terminal user manual on how to deal with such errors. In case connection could not be established please try the following steps (try the next step if the previous didn’t yield a result).
- Make sure that the terminal is connected to the local network. Make sure the cable is not damaged.
You can check that the terminal can connect to internet like this:
Verifone VX820: Click "menu" button, password: 123456, go to "funktioner" and do "logon". If logon is successful the terminals network access is working.
Nets: There is a network icon on the terminal this icon should be green.
Try "Hämta avtal" by swiping the passcard and the select 1 and then 1. If agreement is not fetched properly the terminal has lost connection to Nets server.
Other suppliers: Check terminal manual. - Make sure the terminal has the same IP address as was assigned to the printer initially. It’s strongly recommended to set up a static IP address rule on the router for the printer. When an IP address changes, the system loses connection to the printer.
You can find the ip of the payment terminal here:
Verifone VX820: click "menu" button, password: 123456 go to: kommunikation->nätverk->terminal ip
Other suppliers: Check terminal manual.
For (LAN connected) Nets terminals the terminal connects to Cashier computer, so for them the connection can be broken if the computer changes ip.
You can check which computer ip the Nets terminal is connected with like this:
Swipe the passcard and select: 6 "Inställningar", select “Ändra” and then "3. Kassa". Use arrow down to go through the menu until you reach “ECR IP Adress”. - Please check the error indication on the device. Use the device manual to troubleshoot the problem in case the error is indicated.
- Make sure Kiosk service is not blocked by a firewall.
- Restart Kiosk service.
- For Verifone VX820 only. Open Task Manager (Ctrl+Shift+Esc). Check that CEPA service is running.
- For Verifone VX820 only. Make sure that the antivirus software is not blocking the Nitesoft\Server\Cepa\CEPA67_01_043\CEPA.exe application.
- For Verifone VX820 only. Make sure that Firewall settings allow outbound connections for the CEPA.exe.
- Restart the card terminal. Turn power off/on.
- Restart the computer.