Troubleshooting Endless Aisle

The kiosk shows this screen when it crashes. The most common cause is that it couldn’t load its settings from PhyGrid at startup. It reloads after a short countdown, or when you tap Home.

1. Check that the device is online in Operations → Devices
2. Check that the Endless Aisle kiosk installation is connected to the device
3. Restart the device
4. If it keeps happening, for example at checkout, update the installation to the latest Endless Aisle version

The kiosk covers the whole screen with this message as soon as the device loses its connection. The message goes away when the connection comes back. Products, prices, and checkout all need a live connection.

1. Check that the device is online in Operations → Devices
2. Check the network cable or Wi-Fi connection of the device
3. Check that the store network allows the device to reach PhyGrid

At startup, the kiosk loads the product types that have products in its space. If that fails, the kiosk shows only this message and a Home button, with no home screen.

1. Check that the device has a working internet connection
2. Check that Products space in the Endless Aisle settings points to the space that holds your products. If it’s empty, the kiosk uses the space the device is assigned to
3. Check that the device’s Environment in Operations → Devices is the environment your products are in
4. Tap Home to reload the kiosk and try again

The kiosk only shows products from its device’s environment and its own space. The settings below also hide some products on purpose.

1. Check that the category ID under Active → Home → Categories is the ID of a product type that has products
2. Check that the products belong to the space set in Products space, or to one of the spaces under Include data and delivery options from specific spaces
3. If Show products with ‘Active’ status only is on, check that the products have the Active status for the kiosk’s space in Content → Products. See Edit or delete a product
4. If Features → Hide unavailable products is on, check that the products are in stock
5. If a scanned barcode shows “Product was not found”, check that a product in Content → Products has that barcode and belongs to one of the spaces above

The kiosk downloads the whole video before it starts playing. The area stays blank until the download finishes.

1. Check that a video is selected in Splash Media for the option chosen in Idle → Display Options
2. Check that the file is a video or an image. The kiosk doesn’t show other file types
3. Keep idle and banner videos small so they start quickly
4. Update the installation to the latest Endless Aisle version. Older versions couldn’t play videos from the media library at all

What the kiosk needs depends on Features → Bag → Checkout method.

1. With Tasks App or Print Barcode with Customer Info, and Tasks App, check that the Tasks App field points to your Tasks installation
2. Check that the Tasks queue is open. In Tasks, go to Settings → The queue is open
3. With Grid Checkout, check that Select Payment Method is set to a Stripe online checkout payment type
4. Also check that a Grid Checkout checkout type exists in Settings → Checkout & payment. Without both, every payment ends in “Failed Transaction”
5. Check that every product in the bag has a price for the kiosk’s space
6. Check that the device has a working internet connection, then let the customer try again

See Choose a checkout method for each method’s setup.