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Table of Contents

Overview

The purpose of this article is to walk through various troubleshooting steps that you can complete for the PicoCooler.

The Pico device that gets mounted is the same whether it is used on PicoCooler, PicoCooler Breeze, or PicoMarket. However, each setup has slight differences in settings/features.

In the PicoCooler and PicoCooler Breeze setup, the Pico device is mounted to a cooler.

PicoCooler Troubleshooting

Provisioning or Update Issues While on a Cellular Connection

The initial provisioning and update processes require a high-speed and consistent Internet connection. A cellular connection may not always provide a stable enough connection to complete these processes.

Connect to a secured WiFi network. If a WiFi connection is not available at the site, the Pico device may be taken off-site to complete these steps.
Complete the provisioning and software update processes.
Disconnect from the WiFi network and reconnect to the cellular network.

If the above steps do not resolve the issue, please contact 365 Support.

Pico Barcode Scanner Has No Red Light or Will Not Scan

If the barcode scanner is no longer emitting a red light OR it is no longer scanning, do the following:

Restart the barcode scanner using the Driver Menu article

OR
Reboot the Pico device: see the Reboot Pico device from ADM section below
If the barcode scanner does not regain functionality after restarting the barcode scanner from the Driver Menu OR rebooting the device, the Pico device may need to be RMAed. Contact 365 Support.

WiFi Connection Will Not Work

Verify that you are trying to connect to a secure WiFi network, either the location's dedicated WiFi network or a NanoConnect.

NOTE
If you are using the location's dedicated WiFi, you will need to obtain login credentials from the local IT department.
Verify that the connection in the area the cooler is placed is strong. The signal strength is indicated by the upside-down, triangular shape in the upper right corner of the Pico.
If you are using the location's WiFi network and are having issues with connectivity or signal strength, contact your local IT department.
If you use a NanoConnect Kit, walk through standard NanoConnect troubleshooting to address the issue.

Pico Device is Frozen

If the Pico device is frozen, it can be rebooted one of two ways - from ADM or physically on-site.

Reboot Pico device from ADM

Click on the desired location from the Location tab.
Select the Pico device at the bottom of the Location Summary page.
Click the Reboot Device button.

Unplug the Device and Plug It Back In

The PicoCooler/PicoCooler Breeze power cable will differ for North America and international.

On North American units (120V), the Pico and cooler are powered by separate power cables. The Pico power cable is labeled PAY TERMINAL.

On international units (230V), the Pico and cooler are powered by one single power cord. The power cord will not have a label on it.

While on-site, unplug the Pico's power cable and keep it unplugged for 30 seconds.
Plug the cable back in.
Verify that the Pico device turns back on and is functioning.

NFC, Magstripe, or Chip Reader Issues

If the issue is occurring for only ONE card, the consumer may need to contact the issuing bank. If the issue is occurring for ALL cards, do the following:

Reboot the Pico: see the Reboot Pico device from ADM section above for steps.
If there are still issues after a reboot, go to Testing & Tools: see the Testing & Tools section of the Pico Driver Menu article for steps on accessing Testing & Tools.
Tap Test Card Reader.
You will then be prompted to test the Magstripe, chip, or NFC.
If the card reader test fails, contact 365 Support.

SIM Card Will Not Work in Setup App

Reboot the device: see the Reboot Pico device from ADM section above for steps.
Unmount the Pico device. The Pico can be unmounted by unscrewing one screw with a Phillips head screwdriver and pushing the device up out of the mount.
Verify that the SIM card is in Slot 1.
Take the SIM card out, wait a full 30 seconds, then put the SIM card back in.
Verify that the antenna connector has been secured to the back of the cooler and is on straight.
Verify that the antenna booster is placed vertically on top of the cooler.
Verify that the Pico is recognizing the SIM card by navigating to Testing & Tools and select the Test Connectivity option: see the Testing & Tools section of the Pico Driver Menu article for steps on accessing Testing & Tools.
Verify the sideways triangle in the upper, right corner of the Pico is showing for the cellular signal. Check to see cell strength. If the cellular strength is not strong enough, the Pico will not be able to function.
If a stable cellular connection cannot be established, you may need to switch to a secure WiFi network.

NOTE
If you are no longer using the SIM card, contact your Finance at finance@365smartshop.com to adjust the pricing and return the SIM card(s).

Unlocked vs. Locked PicoCooler

The PicoCooler device can be set as an unlocked or locked Pico. This setting can be toggled freely within ADM as necessary.

Unlocked Pico

The unlocked PicoCooler will not require a payment method prior to opening the cooler door. No pre-authorization is charged. The cooler door always remains unlocked and the Pico is used as the checkout device.

In the Device Summary within ADM, you can set the Cooler Access field to Open for the cooler to be set as unlocked.

Locked Pico

The locked PicoCooler requires a payment method (account or card) prior to opening the cooler door. A pre-authorization will be charged if the customer is using a credit card. The cooler door remains locked until a payment method is presented. (See the article PicoCooler Pre-Authorization Amount for more information.)

In the Device Summary within ADM, you can set the Cooler Access field to Controlled for the cooler to be set as locked.

NOTE
Certain organizations have an overall rule that all of their PicoCoolers should be set to unlocked. If you are not sure if your organization has this rule set, reach out to your leadership.

P+U Buttons

When a Due North (Minus Forty) PicoCooler is set for Controlled Access there is also the option to set the manufacturer's unlock feature for the cooler, using the P+U buttons, to be disabled to avoid potential shrink. This means that the PicoCooler can only be unlocked with a physical key or with the Pico unlock feature on the 365Ops application. The setting can be default (enabled), disabled, or enabled in ADM under the Device Summary page.

ADM - Device Summary - Settings for Unlock using P+U.png

Hours of Operation

This setting enables Operators to restrict access to locked/controlled access 365 devices, based on day and time settings. When the hours of operation settings have been enabled, and the device is out of operating hours, a screen will display on the device. This screen notifies consumers that the device is not currently available. The screen will also show the days/time when the device will be available again.

Hours of Operation - Device Side

This feature is only available on Controlled Access devices.

Enabling Hours of Operation on your device

Log into ADM.
Navigate to the location of the device.
Click the device name to go to Device Summary.
Navigate to the Cooler Settings and ensure that it is set to Controlled.
Click the pencil icon to edit the Hours of Operation table.
Set start and end times for each day or check the box to mark as closed for the day.
1. Up to 3 time slots can be set per day by clicking on the blue plus icon.
Click Save at the bottom of the screen once the times are set.
Click Update Prices & Full Sync. If a full sync is not sent, the hours will not go into effect until the following day.

"Unable to unlock cooler, Safety Lock is engaged, please contact the operator."

The cooler/freezer will beep.
Someone on-site will need to reset the safety lockout using the cooler/freezer.
- This cannot be done remotely. Someone must go on-site to verify that the products have not spoiled and then override the lockout.
- NOTE: MinusForty is the point of contact for instructions on how to override the lockout from the cooler/freezer. They can be reached at (800) 800-5706.

"Unable to Unlock Cooler" or "Communication lost to cooler, please contact Operator" Message Displays

Click on the desired location from the Location tab.
Select the Pico device at the bottom of the Location Summary page.
On the Device Summary page, locate the Cooler Type and Cooler Access fields.
1. Locked Solution: The Cooler Type field must be set to the cooler type in use. The options for PicoCooler are Minus-40, Cool Blu (AVS), True, FrigoGlass, IDW, or Habco. The Cooler Access drop-down must be set to Controlled.
  
  If set properly, the Pico should display instructions on presenting a payment method to unlock the cooler.
2. Unlocked Solution: The Cooler Type field must be set to the cooler type in use. The options for PicoCooler are Minus-40, Cool Blu (AVS), True, FrigoGlass, IDW, or Habco. The Cooler Access drop-down must be set to Open.
  
  If set properly, the Pico should display the default home commercial seen below:
  
  NOTE
  
  Any custom home commercials can be uploaded into ADM. See the article ADM - Home Commercial: How to Create or Add for more information.
If the setting is correct in ADM, unmount the Pico device. The Pico can be unmounted by unscrewing one screw with a Phillips head screwdriver and pushing the device up out of the mount.
Verify the connections on the back of the Pico are secure and connected to the correct ports.

Touchscreen Unresponsive

Should the Touchscreen be unresponsive, first attempt to reboot the Pico device and then follow these steps if the issue persists.

Power-drain the Pico device by unplugging all cables and leaving it unplugged for 1 minute.
Plug in only the Molex power cable.
Once the device powers back on, test the touchscreen to see if it is again responsive.
If the touchscreen is functional, plug in all remaining cables.