PicoCooler/PicoMarket - Troubleshooting Guide - External
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Pico devices CANNOT be factory reset. The software will be erased from the device, making it useless, and thus the device would need to be RMAed.

 

Purpose

The purpose of this article is to walk through various troubleshooting steps that you can complete for any PicoCooler or PicoMarket device. The PicoCooler is a Pico device that gets mounted to a cooler. The PicoMarket is a Pico device that gets mounted to a stand. The Pico device hardware is the same for both. Simply put, the PicoMarket is equivalent to the unlocked PicoCooler, sans the cooler.

 

PicoCooler/PicoMarket Troubleshooting

The troubleshooting below applies to both PicoCooler and PicoMarket. For issues pertaining to the PicoCooler specifically, refer to PicoCooler Specific 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.

  1. Connect to a secured Wi-Fi network. If a Wi-Fi connection is not available at the site, the Pico device may be taken off-site to complete these steps.

  2. Complete the provisioning and software update processes.

  3. Disconnect from the Wi-Fi network and reconnect to the cellular network.

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

 

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:

  1. Restart the barcode scanner using the Driver Menu.
    (Click HERE for steps.)

    OR

  2. Reboot the Pico device.
    (Click HERE for steps.)

  3. If the barcode scanner does not regain functionality after restarting the barcode scanner from the Driver Menu OR rebooting the device, the PicoCooler device may need to be RMAed. Contact 365 Support.

 

Wi-Fi Connection Will Not Work

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

    NOTE
    If you are using a the location's dedicated Wi-Fi, you will need to obtain the login credentials from the local IT department.

     

  2. 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.
    wifisig.png
  3. If you are using the location's Wi-Fi 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

  1. Click on the desired location from the Location tab.

  2. Select the Pico device at the bottom of the Location Summary page.

  3. Click the Reboot Device button.
    reboot.png

 

Unplug the Device and Plug it Back in

The PicoMarket should only have one power cable. The PicoCooler will have a power cable labeled Pay Terminal on white sticker that is wrapped around the cord.

payment_terminal.PNG

  1. While on-site, unplug the power cable and keep it unplugged for 30 seconds.

  2. Plug the cable back in.

  3. Verify that the Pico device turns back on and is functioning.

 

NFC, MagStrip, 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:

  1. Reboot the Pico.
    (Click HERE for steps.)

  2. If there are still issues after a reboot, go to Testing & Tools.
    (Click HERE for steps on accessing Testing & Tools.)

  3. Tap Test Card Reader.

  4. You will then be prompted to test the MagStrip, chip, or NFC.

  5. If the card reader test fails, contact 365 Support.

 

SIM Card Will Not Work in Setup App

  1. Reboot the device.
    (Click HERE for steps.)

  2. If the device is a PicoMarket, remove the POS cover. If the device is a PicoCooler, 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.
    screw.png
  3. Verify that the SIM card is in Slot 1.
    diagram.png
  4. Take the SIM card out, wait a full 30 seconds, then put the SIM card back in. If the device is a PicoMarket, proceed to step 7. If the device is a PicoCooler, proceed to step 5.

  5. Verify that the antenna connector has been secured to the back of the cooler and is on straight.
    antenna__2_.png   antenna2.PNG
  6. Verify that the antenna booster is placed vertically on top of the cooler.
    antenna__3_.png

  7. Verify that the Pico is recognizing the SIM card by navigating to Testing & Tools and select the Test Connectivity option.
    (Click HERE for steps on accessing Testing & Tools.)

  8. 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.
    cellularsig.png
  9. If a stable cellular connection cannot be established, you may need to switch to a secure Wi-Fi 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).

 

PicoCooler Specific Troubleshooting

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.
cooleraccess.png

 

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 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 unlocked.

controlled.png

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.

 

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

  1. 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

  1. Click on the desired location from the Location tab.

  2. Select the Pico device at the bottom of the Location Summary page.

  3. On the Device Summary page, locate the Cooler Type and Cooler Access fields.
    1. Locked Solution: The Cooler Type field must be set to Minus40. The Cooler Access drop-down must be set to Controlled.
      mceclip0.png
      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 Minus40. The Cooler Access drop-down must be set to Open.
      mceclip1.png
      If set properly, the Pico should display the default home commercial seen below:
      image__19_.png
      NOTE
      Any custom home commercials can be uploaded into ADM. See ADM How to Add a Home Commercial.

       

  4. 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.
    screw.png
  5. Verify the connections on the back of the Pico are secure and connected to the correct ports.
    diagram.png

 

If you are needing other information (FAQs, Health Safety Lockout, etc.), visit the US/Canada - Master Article - PicoPlatform - External.

Pico devices CANNOT be factory reset. The software will be erased from the device, making it useless, and thus the device would need to be RMAed.