Purpose

This document covers some of the standard troubleshooting steps for the Stockwell 2.0. 

If you require any assistance, please call 365Support at 855-841-9036 (available 8am-5pm EST, Mon-Fri), or email support@stockwell.ai.

Accessing Components 

Unlocking the Store Without Power

Each store is built with mechanical locks. This enables the store to be opened with a key in the event that the store does not have power. 

1. Locate the locking mechanism for the doors, which is behind the middle leg on the underside of the device. 

   

2. Insert the provided key into this lock and turn. 

   

Alternate Methods

The Due North (MinusForty) coolers can be unlocked via several methods - physical key, the Stockwell application, or the manufacturer's built in unlocking key combination. For more information regarding these methods please reference the article Due North (MinusForty) - Unlocking Coolers using the Temperature Controller.

 

Accessing Technology Components

To access the components of the Stockwell, the front panel must be removed. This is the long strip that runs between the two doors, marked with a red outline in the image below. 

Once the front panel is removed from the Stockwell 2.0 unit, you will have access to the Wiisper 10 PC, the Pico device (which is used for power, Ethernet, and COM connections), Optconnect NEO 2, and the main power strip for the technology components.

1. Under the middle leg by the manual lock and light switches, you’ll find two small, black screws. Remove both of these screws with a Philips-head Screwdriver. Please take care to remove the correct screws in this process, as there a few sets of them here - for example, the large silver screws in this area connect the legs to the body of the device. 

   
2. With the small black screws removed, pull the bottom of the front panel away from the body of the device by a few inches. Once the bottom is free, pull the entire panel down about an inch: this will release the panel from the bracket at the top, and the panel will now be fully removed from the device.
   
   
3. To gain access to the PC, remove the two screws at the top and bottom of the PC chassis
   
    

4. Pull the PC chassis out of the device along the track. This will allow for a better view of the USB port connections for the cameras and PC power cable connection.

   

Common Issues

Doors do not unlock when user initiates a transaction

If you are experiencing issues with the Stockwell 2.0 doors not unlocking to allow a transaction to be finalized, there are a few reasons why this may occur. Go through these in order. 

First Steps

1. Check ADM for Pico device online status:
   1. Log into ADM
   2. From the Location List, select the location of the device
   3. If there is a red exclamation mark symbol in the device list for that device, it is currently disconnected. Select the duration of the device to learn more. 
2. Take off the front panel to check OptConnect connection
    
3. Check Molex connectors from panel to locks are properly connected
    

Solution 1: Red Screen for Error Message

If: The Stockwell will not unlock, and device screen displays an error message with a red background, not a blue background

Then: Call 365Support to inform them of the issue, and they will be able to change the hardware settings for the device. 

Solution 2: New Install/ Power Surge

If: the Stockwell will not unlock, and this device is a new install, has recently been plugged in, or has recently had a power surge

Then: Hold the Down Arrow on the Stockwell 2.0’s controller for 5 seconds until the “---” appears. This command will clear the error and disengage the lock.

Solution 3: Cooler issue suspected 

If: The Stockwell will not unlock, and the previous attempts have not solved the issue. 

Then: The issue is likely with the cooler not reaching the proper temperature. Call 365Support, and they will be able to test the cooler. They will also be able to briefly override the cooler lock. If the temperature fails to reach the correct threshold within 2 hours, the lock will re-engage. 

Lights are off for one side

Issue: The lights are off, in either the ambient or fridge side

Resolution: Check the light switch under the front leg of Stockwell 2.0

1. Locate the locking mechanism for the doors, which is behind the middle leg on the underside of the device. 

   
2. This is also the space where you can find the light switches for the cooler and ambient sides of the cabinet. These switches are located on either side of the lock.

Closing Components 

Reinstall Front Panel

1. Plug all cords and plugs back into their appropriate ports
   
   

2. Slide the PC chassis back into of the device along its track. Reinstall the two screws at the top and bottom of the chassis.

   
3. To re-secure the center panel, locate the camera bracket near the top of the opening. The top of this bracket holds the front panel, and it is circled in red in the image below. 
   Line up the front panel roughly in position, then place the grate at the top of the front panel just above the camera (so the slot in the top of the panel lines up with the bracket). Push up and in gently on the front panel, and it will slide up into the top of the bracket. The bracket should fit in the top panel slot. The bottom of the front panel will now be able to pivot into place.
   
   
4. Push the bottom of the panel into the device as well, and you will now be able to reattach the screws into the base of the device. 
    

Cabinet Controller Battery Backup and Lockouts

To learn more about the Cabinet Controller and how to clear a Cooler Health Safety Lock (HSA Lockout), please see the article Stockwell 2.0 - Market Service Mode and Restocking Process (International and USA). 

• Please Note: The error for the lockout reads: “Unable to unlock cabinet. Lock reset Required, please contact Operator”
   

A HSA lockout can occur for two primary reasons:

• Unit power loss if the battery backup is off or the batteries need to be replaced
• If the unit get above a safe temperature for too long (Door open too long, not sealing, etc.)

The cabinet controller battery backup can be found on the rear of the unit.

Instructions on the battery backup from the owner’s manual are below:

 

Full Unit Power Drain and Reboot

Most sporadic or uncommon unit issues can be resolved with a full unit power drain and reboot. Please note: the reboot button in ADM only reboots the Pico and not the PC, OptConnect or cabinet controller.

To fully power drain and reboot the system:

1. Confirm the Battery Backup is off and not supplying backup power. (See above Section for Battery Backup info and location if needed).
    
2. Disconnect both power plugs from the wall.
   • Allow the unit to site without power for 2 full minutes.
      
3. Plug the unit back in and turn the battery backup back on.
    
4. Clear the unit Lockout alarm to remove the HSA Lockout and stop the beeping.
   • Press and hold the U button and Down Arrow button on the Minus Forty Controller Module for five seconds to begin the Cooler Health Safety Lock Delay. This mode prevents the HSA Cooler Health Safety Lock/Alarm status from engaging and locking a unit, and also clears any active lockout alarm. 
   • When this mode has been entered correctly, the Minus40 display at the base of the unit will now flash the word "dELAY", along with other unit data.
     
5. Allow the unit to sit idle for 10 minutes while the unit components and services come back online before attempting a test transaction.
   • Please Note: Interrupting unit startup with a test transaction can cause an error, and another reboot may be needed.