Replacing a broken kiosk or part

Hardware gives up now and then — a screen stops responding, a printer stops feeding, a device won't power on at all. This article explains how a replacement works and what's useful to send us, so the swap goes as quickly as possible.

A couple of things worth trying first

Not every stuck kiosk is a broken one, and these three checks catch a good share of cases. If they don't help, nothing is lost — the information still tells us something useful.

• Restart the kiosk. An unresponsive screen often comes back after a restart — see Restarting a self-service kiosk.
• If the trouble is with printing, have a look at The kiosk doesn't print visitor badges first. Printers usually turn out to be a roll or a cable rather than a fault.
• If the kiosk can't reach us, see The kiosk has no network connection. Network changes in the building look a lot like a broken device from the lobby.

Getting in touch

Write to us at support@systam.io. The more you can tell us, the more we can work out before anyone travels anywhere. Useful things to include:

• the device name as it appears in Devices in Systam Studio, and the address of the site
• what the device does and doesn't do — does it power on, does the screen light up, does it respond to touch
• when it last worked normally, and whether anything happened around then (a power cut, building work, a move)
• a photo or a short video, if there's something visible to show
• whether this is the only kiosk at the site, so we know how urgent it is

What happens next

We'll look at the device from our end first. Quite often that's enough to tell whether it's the whole device or a single part, and sometimes to fix it remotely.

If something does need replacing, we'll send you a replacement device or part. Many parts are straightforward to swap on site, and we'll walk you through it. If you'd rather not do it yourself, that's completely fine — we'll arrange for someone to come and do it.

About costs

Replacing a broken part comes with a cost in some cases, depending on what happened and what's covered in your agreement. We'll always let you know before anything is ordered or anyone is sent out, so there are no surprises on the invoice.

Related articles

• Restarting a self-service kiosk
• The kiosk doesn't print visitor badges
• The kiosk has no network connection
• Kiosk keys are lost

Send us a message and we'll take it from there — you won't have to chase this on your own.