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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 Breeze.

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 or PicoCooler Breeze setup, a Pico device is mounted to a cooler. The PicoCooler Breeze setup also includes Evermart hardware provided by Eventor.

General Troubleshooting Information

The Pico device that gets mounted to the cooler, the cooler locking methods, and health safety lockout feature with the PicoCooler Breeze will function the same as the PicoCooler. However, there are components specific to the PicoCooler Breeze, such as:

CDU: This is located on top of the cooler. CDU stands for Control Data Unit. This is a computer that powers the system and provides communication for the components.
Distribution Board: The distribution board is situated at the top of the cooler, on the back left side. One of the 6-pin ribbon cables from each shelf will connect to the distribution board. The ribbon cable runs from each shelf, up and out of the cooler. Each shelf's ribbon cable connects to the distribution board inside its casing. On the outside of the distribution board casing, there is a large singular ribbon cable that runs to the PC. This provides power to the shelves and connects them to the Evermart system.
IGD: This is the small display that gets mounted to a shelf inside the cooler. IGD stands for Internal Graphic Display. The IGD has a display screen and barcode scanner. The IGD's barcode scanner is used when creating a planogram or restocking. The IGD will also display feedback/cues for purchases, such as displaying a message if a consumer places a product back in the wrong spot. The IGD receives power from a micro-USB to USB that runs from the IGD, up and out the top of the cooler and plugs into the CDU.
Speakers: These plug into the CDU on top of the cooler via audio and USB cable. The volume level is defaulted to the max setting, but can be adjusted via the Evermart Config app. See the Change Cabinet/Cooler Volume section of the PicoCooler Breeze - Operator Guide to see instructions on adjusting the volume within the app).

See the PicoCooler Breeze - Operator Guide for further information on the setup process for the PicoCooler Breeze.

Locked Cooler Settings

The locked cooler solution 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, and then will later be reversed (see the article PicoCooler Pre-Authorization Amount for more information). The cooler door remains locked until a payment method is presented. Any of the following payment methods can be used:

Scan account QR code from 365Pay app
On-Screen Email and PIN input
Insert/tap a credit/debit card
Scan a scanner ID card

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

How to Reboot the Pico

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.

Onsite Reboot - Unplug the Device and Plug It Back In

Unplug the Pico's power cable.
- North American units (120V) - since the Pico and cooler are powered by separate power cables, unplug the Pico power cable, which is labeled PAY TERMINAL.
- International units (230V) - unplug the single, unlabeled power cord which powers both the Pico and cooler.
Wait approximately 30 seconds, then 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 more information.
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 Pico: see the Reboot Pico device from ADM section above for steps.
Unmount the Pico device by unscrewing one screw with a Phillips head screwdriver and pushing the device up and 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 article Testing & Tools section of the Pico Driver Menu for more information.
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 cellular connection cannot be established, contact 365 Support.

Cooler is Locked Due to Error

Safety Lock Engaged

The Pico device may beep and display an error stating "Cabinet safety checks have failed, please contact Operator." In that case, a technician will be needed on-site to verify that the products have not spoiled, then reset the safety lockout. This cannot be done remotely.

PicoCooler Breeze - Error screen - Cabinet safety checks have failed, please contact Operator.png

Unlock the device in one of the two following ways:

Wait for the temperature to regulate. By default, the temperature on the cooler should read as "3". If the cooler was unlocked for too long, the temperature may be much higher, prompting the doors to lock. Once the temperature has returned to normal, the health safety check message will clear.

OR
On the M40 Controller, press and hold the U button and down arrow button simultaneously. When three dashes ("---") appear on the screen, you may release buttons. This will unlock the device for two hours, removing the warning and giving enough time for the device to come down to temperature.

Due North (formerly known as 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/ Cooler Communication Lost

An error may appear on the Pico device, stating "Unable to Unlock Cooler" or "Communication lost to cooler, please contact Operator". In these cases, preform the following steps in ADM.

Log in to ADM
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, ensure that the Cooler Type and Cooler Access fields have been filled out properly:
1. Cooler Type: Minus-40-Eventor
2. Cooler Access: Controlled

If set properly, the Pico should display instructions on presenting a payment method to unlock the cooler.

If the issue persists, use the following troubleshooting 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 the connections on the back of the Pico are secure and connected to the correct ports.
Manually unlock the cooler by pressing the ‘U’ button and ‘P’ button simultaneously on the M40 controller. Hold these buttons until the ‘Unlocked’ message displays.
Keep the door shut. It will automatically lock again after few seconds.

Sound Not Working

The speakers and Evermart CDU are located on the top of the cooler. The speakers connect to the CDU. If none of audio cues are playing, do the following:

Verify cables for the speakers are securely in place in the CDU. The speakers should have both a USB and audio cable plugged into the CDU. The audio port on the CDU should be green with a headphone symbol near it.
If the cables are securely connected, verify the volume on the Evermart system is turned up. This needs to be done in the Evermart Config mobile app. The instructions for adjusting the volume within the app are available in the Change Cabinet/Cooler Volume section of the PicoCooler Breeze - Operator Guide.
If the sound is still not working and the volume is turned up in the Evermart Config mobile app, reboot the CDU. To do so, unplug the CDU's power cable from the back of the cooler. It will be labeled Receptacle.
If the sound is still not working, test audio port with another known working audio device, such as headphones or other speakers.
If no sound is coming through the alternate audio device or if any physical damage is visible, contact 365 Support.

Pico Barcode Scanner Has No Red Light or Will Not Scan

If the barcode scanner on the Pico device that is mounted to the front of the cooler door is no longer emitting a red light OR it is no longer scanning, do the following:

Restart the barcode scanner using the steps found in the Pico Driver Menu article

OR
Reboot the Pico device: see the Reboot Pico device from ADM section above for steps.
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.

IGD Not Displaying / IGD Scanner Not Lighting Up

The IGD connects to the CDU via USB to micro-USB. The IGD should have a micro-USB plugged in on the back. This cable runs along the shelving, then up and out the top of the cooler, where it plugs into the CDU via USB. It should not be a common occurrence, but if the IGD is not displaying the item(s) grabbed from the cooler or any cues to assist with the purchase and the scanner on the IGD is not lighting up, this cable may need to be checked.

Additionally, the CDU has a power cable that runs from the back of the cooler (labeled RECEPTACLE) to the back of the CDU on the top of the cooler. This connection may need to be checked during this troubleshooting process as well.

The steps to troubleshoot the above are detailed below:

Verify the micro-USB is plugged into the back of the IGD securely.
Verify the USB is plugged into the CDU.
If the USB to micro-USB cable appears to be secure on each end, verify the CDU is receiving power overall. See the Verify Power to CDU / No Power to CDU section of this guide below for steps on verifying power to CDU.
- If the CDU is receiving power, ruling out power failure as the issue, proceed to step 4.
- If the CDU is NOT receiving power, proceed with the steps listed in the Verify Power to CDU / No Power to CDU section of this guide.
Reboot the CDU to attempt restoring the IGD display. To do so, unplug the power cable labeled RECEPTACLE on the back of the cooler for a few seconds, then plug it back in.
Once the CDU boots back up, the LED lights on the bottom of the shelves should start blinking again. If the IGD display is restored, it should display the following screens:
If the IGD display is not restored and the scanner is not lighting up but the CDU is receiving power, contact 365 Support.

Verify Power to CDU / No Power to CDU

If the CDU is receiving power, you should see LED lights intermittently blinking on the bottom of the shelves in the cooler.
- If there are lights blinking on ALL the shelves, this indicates the CDU is receiving power. Proceed with troubleshooting the specific component you are having issues with using the respective section of this guide.
- If only ONE shelf does NOT have a blinking light, this indicates that the CDU is receiving power and the shelf that does not have a blinking light will need to have troubleshooting done. Proceed to the Shelf Not Receiving Power section of this guide to troubleshoot the shelf separately.
- If NO lights are blinking on ALL shelves, this indicates the CDU is NOT receiving power. Proceed to the next step.
Verify the power cord connection points. The CDU has a power cable on the back of the cooler in the top right corner, labeled RECEPTACLE. This power cable runs up to the top of the cooler and connects to the back of the CDU.
If the power cable appears to be securely in place but the CDU, and thus the IGD and shelves are not receiving power, contact 365 Support.

Shelf Not Receiving Power

The shelves in the PicoCooler Breeze are different than the shelves used for regular PicoCooler. Each shelf needs to have a connection to the CDU in order to power on/function.

Each shelf has its own individual LED light to indicate power/functionality. If a shelf is powered on and functioning properly, the LED light on the shelf should be blinking blue. The LED light is located on the side of the sensor frame (under the tray).

Each shelf in the cooler has two 6-pin ribbon cables.

The ribbon cable in the center connects the left side to the right side of the sensor frame (and load cells within). It runs through a center channel.
The ribbon cable closest to the back of the cooler provides power to the shelves and connects them to the Evermart system. These run up and out of the cooler. Each shelf's ribbon cable connects to the distribution board inside its casing. On the outside of the distribution board casing, there is a large singular ribbon cable that runs to the CDU.

If a shelf is not detecting product movement at all, it may indicate that it is not receiving power. Follow the troubleshooting steps below:

If a shelf has a light that is purple or green, see the Shelf Stuck in Developer Mode section of this guide.
- If NONE of the shelves have a blinking light (of any color), the IGD is NOT displaying anything, AND the scanner on the IGD is NOT lighting up, see the Verify Power to CDU / No Power to CDU section of this guide.
- If NONE of the shelves have a blinking light (of any color) but the IGD is displaying and the scanner on the IGD is lighting up, proceed to the next step and repeat as necessary for all shelves.
Check the power cable for any impacted shelf to verify it is securely in place. The power cable is the ribbon cable closest to the back of the cooler.
(Note: Picture "a" does not have a shelf in place but this will all be installed for operators when they receive the cooler. Picture "a" is only meant to show how the cables are ran in the cooler for more insight.)
If the cables are securely in place but the shelf/shelves are still not receiving power, attempt to reseat the cables.
If the shelf/shelves are still not receiving power, power cycle the CDU. To do so, unplug the power cable labeled RECEPTACLE on the back of the cooler for a few seconds, then plug it back in.
Once the CDU boots back up, the LED lights on the bottom of the shelves should start blinking blue and the IGD will boot up and display Welcome to evermart! If the shelf/shelves still do not have a blinking LED (of any color) and/or any physical damage was found to be the cause of the issue, contact 365 Support.

Shelf Stuck in Developer Mode

The shelves have two different modes - consumer mode and developer mode. These modes are indicated by the color of the LED light on each shelf in the cooler.

Blue LED Light: This indicates consumer mode and is the mode shelves should ALWAYS be in when on-site. Ideally, an operator should only ever see a blinking blue LED light when the shelves are powered on.
Purple / Green LED Light: A purple LED light or green LED light indicated developer mode. This should NOT occur on-site.

If a shelf does get stuck in developer mode by chance, power cycle the CDU. To do so, follow the steps below:

Unplug the power cable labeled RECEPTACLE on the back of the cooler for a few seconds, then plug it back in.
Once the CDU boots back up, the LED lights on the bottom of the shelves should start blinking blue and the IGD will boot up and display Welcome to evermart! If the shelf/shelves still are NOT blinking blue, contact 365 Support.

Incorrect Item Added to Cart

In the event that the system is not detecting products correctly, and thus adding incorrect products to a consumer's cart (i.e. consumer grabs a Coke but the system adds a Sprite to their cart), this indicates that the load cells for the shelf may have failed. In this case, follow the steps below.

Empty the affected shelf of products.
Verify the shelf is physically leveled (not lifted in one corner). Shelves should be situated on metal pegs. The picture below shows the peg without the shelf on it - verify these pegs are all at the same level.
If the shelf is physically level, test the shelf load cells using the Evermart Config app. To do so, open the Evermart Config app on your mobile device and navigate to the Planogram tab.
With the Planogram tab open, place a product on each corner of the shelf, one at a time, to determine where the shelf is detecting the product placement. If the product placement showing in the Planogram tab is not matching where the actual product is physically placed, contact 365 Support.

Item Not Recognized When Stocking Cooler

The layout of the inventory in a cooler using the PicoCooler Breeze system is defined by a planogram. Operators set the planogram for cooler during the initial installation of the device. They can also make edits to it at any time. When creating/editing a planogram or stocking the cooler, the operator has to scan one of each item type on the IGD for the system to recognize what product is being placed where. These processes are defined in the PicoCooler Breeze - Operator Guide.

If the IGD scanner is not recognizing the product when attempting to create/edit the planogram or restock the cooler, first verify that the product has been added to the Global Product List and extended to the location in ADM.
- See the article ADM - Add, Edit, or Extend a Product.
- If the IGD has NO display at all, see the section IGD Not Displaying / IGD Scanner Not Lighting Up above
If the product is in ADM and extended to the location, verify that the unit is online and push a Full Sync to the device via ADM.
If the product is extended and network issues have been ruled out but the IGD is still not recognizing a product, contact 365 Support for further assistance.

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.