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PicoPlatform - Troubleshooting Guide - External
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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 any PicoCooler, PicoCooler Breeze, or PicoMarket device. 

  • 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 a PicoCooler or PicoCooler Breeze setup, a Pico device is mounted to a cooler.
    • The PicoCooler Breeze setup also includes Evermart hardware provided by Eventor.
  • In a PicoMarket / PicoMarket+ setup, a Pico device gets mounted to a stand.

See the appropriate section below for your particular setup:

 

 

PicoCooler Troubleshooting

This section will cover the following for the PicoCooler setup:

 

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 WiFi network. If a WiFi 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 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:

  1. Restart the barcode scanner using the Driver Menu.

    OR

  2. Reboot the Pico device

  3. 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

  1. 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.
  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.
    image009.jpg
  3. 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

  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.
    image010.jpg

 

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.
image012.jpg

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.

  1. While on-site, unplug the Pico's 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, 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:

  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 Magstripe, 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. 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.
    image014.jpg
  3. Verify that the SIM card is in Slot 1.
    image016.jpg
  4. Take the SIM card out, wait a full 30 seconds, then put the SIM card back in.

  5. Verify that the antenna connector has been secured to the back of the cooler and is on straight.
    image018.jpg
    image019.jpg
     
  6. Verify that the antenna booster is placed vertically on top of the cooler.

    image021.jpg

  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.
    image022.jpg
  9. 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.

image023.jpg

 

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 locked.

image025.jpg

 

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."

  • 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 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.

      image029.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 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.

      image031.png
      If set properly, the Pico should display the default home commercial seen below:
      image033.jpg

      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.
    image014.jpg
  5. Verify the connections on the back of the Pico are secure and connected to the correct ports.
    image016.jpg

Touchscreen Unresponsive

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

  1. Power-drain the Pico device by unplugging all cables and leaving it unplugged for 1 minute.

  2. Plug in only the Molex power cable.

  3. Once the device powers back on, test the touchscreen to see if it is again responsive.

  4. If the touchscreen is functional, plug in all remaining cables.

 

PicoCooler Breeze Troubleshooting

This section will cover the following for the PicoCooler Breeze setup:

 

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 (click HERE to see instructions on adjusting the volume within the app).



image038.jpg

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 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.

image025.jpg

 

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.
    image010.jpg

 

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.
image012.jpg

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.

  1. While on-site, unplug the Pico's 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, 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:

  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 Magstripe, 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. 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.
    image014.jpg
  3. Verify that the SIM card is in Slot 1.
    image016.jpg
  4. Take the SIM card out, wait a full 30 seconds, then put the SIM card back in.

  5. Verify that the antenna connector has been secured to the back of the cooler and is on straight.
       
    image018.jpg
    image019.jpg

  6. Verify that the antenna booster is placed vertically on top of the cooler.
    image021.jpg

  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.
    image022.jpg
  9. If a cellular connection cannot be established, contact 365 Support.

 

"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

  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. Cooler Type: The ONLY option that can be used with the PicoCooler Breeze setup is Minus-40-Eventor.
    2. Cooler Access: Since the PicoCooler Breeze setup can ONLY use a locked solution, this field should be set to Controlled.
      image029.png
      If set properly, the Pico should display instructions on presenting a payment method to unlock the cooler.

  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.
    image014.jpg
  5. Verify the connections on the back of the Pico are secure and connected to the correct ports.
    image016.jpg

 

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:

  1. 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.
    speakers.PNG
    mceclip0.png
    mceclip1.png
    mceclip2.png
  2. 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 can be viewed HERE.

  3. 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.
    mceclip4.png
  4. If the sound is still not working, test audio port with another known working audio device, such as headphones or other speakers.

  5. 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:

  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 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:

  1. Verify the micro-USB is plugged into the back of the IGD securely.
    mceclip3.png
  2. Verify the USB is plugged into the CDU.
    mceclip4.png
  3. 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 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.

  4. 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. 
    mceclip4.png
  5. 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:
    mceclip20.png
  6. 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

  1. If the CDU is receiving power, you should see LED lights intermittently blinking on the bottom of the shelves in the cooler. 
    mceclip0.png 
    • 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.

  2. 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. 
    mceclip4.png powercable.png
  3. 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:

  1. 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.
    mceclip0.png
  2. 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.)
    1. mceclip8.png
    2. mceclip1.png
    3. mceclip7.png
    4. mceclip9.png
    5. ribboncable__2_.PNG
    6. mceclip10.png
  3. If the cables are securely in place but the shelf/shelves are still not receiving power, attempt to reseat the cables.

  4. 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. 
    mceclip4.png
  5. 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:

  1. Unplug the power cable labeled RECEPTACLE on the back of the cooler for a few seconds, then plug it back in.
    mceclip4.png
  2. 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

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 and can also make edits to it at any time. These process are defined in the PicoCooler Breeze - Operator Guide.

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.

  1. Empty the affected shelf of products.

  2. 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.
    mceclip11.png
  3. 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.

  4. 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. 

  1. 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.
  2. 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.

  3.  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.

  1. Power-drain the Pico device by unplugging all cables and leaving it unplugged for 1 minute.

  2. Plug in only the Molex power cable.

  3. Once the device powers back on, test the touchscreen to see if it is again responsive.

  4. If the touchscreen is functional, plug in all remaining cables.

 

PicoMarket / PicoMarket+ Troubleshooting

This section will cover the following for the PicoMarket / PicoMarket+ setup:

 

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 WiFi network. If a WiFi 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 WiFi network and reconnect to the cellular network.

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

 

WiFi Connection Will Not Work

  1. 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 a the location's dedicated WiFi, you will need to obtain the login credentials from the local IT department.
  2. Verify that the connection in the area the device 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 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 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 Pico device may need to be RMAed. Contact 365 Support.

 

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 / PicoMarket+ should only have one power cable.

  1. While on-site, unplug the Pico's 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, 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:

  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 Magstripe, 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. Remove the Pico cover from the back of the PicoMarket / PicoMarket+. To do so, remove the silver screw using a Phillips head #2 screwdriver. Once the screw is removed, the cover should slide up and out.
    Step3.jpg

  3. Verify that the SIM card is in Slot 1.
    diagram.png

    mceclip1.png
  4. Take the SIM card out, wait a full 30 seconds, then put the SIM card back in.

  5. Verify that the antenna has been secured to the port on the back of the stand and is on straight.
    antenna__2_2.jpg
    Step1.jpg
  6. Verify that the antenna is optimally placed.

  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 cellular connection cannot be established, contact 365 Support.

 

PicoMarket+ Test Bill Acceptor

  1. On the Pico device, access the Driver Menu by tapping the upper left corner 5 times.

  2. Enter your driver PIN.
    Note: A driver's PIN is set in the Users & Roles section of ADM. If you do not have access to this section and need your PIN set/reset, reach out to your management.

  3. Click Start Setup App.
    setupap.jpg
  4. Click Testing & Tools.
    testingtools.jpg
  5. Click Test Bill Acceptor.
    testbillacceptor.jpg
  6. The Pico will check for communication from the bill acceptor. Once the bill acceptor is detected, it will light up and prompt you to insert a bill. If you have any issues during this process, see the other PicoMarket+ steps in this guide for troubleshooting.
    Image_from_iOS__18_.jpg

 

PicoMarket+ Perform Cash Out

Operators perform cash outs in order to set the system balance back to $0 for the amount of cash being held and empty the bill cassette. If an operator needs assistance during this process, the steps are below.

  1. On the Pico device, access the Driver Menu by tapping the upper left corner 5 times.

  2. Enter your driver PIN.
    Note: A driver's PIN is set in the Users & Roles section of ADM. If you do not have access to this section and need your PIN set/reset, reach out to your management.

  3. Click the Cash Out button.
    cashout.jpg
  4. A screen showing the Bill Acceptor Total will load. Click Cash Out again. This reset Bill Acceptor Totals back to $0.
    Image_from_iOS__15_.jpg
  5. Once a cash out has been done on the device, the cash will need to be physically removed. To do so, begin by unlocking the t-lock.
    mceclip0.png
  6. Slide the back cover up and out.
    backcover.jpg
  7. If the side with the opening on the bill cassette is facing out, simply push up on the bar in the opening to release the cassette door. If the cassette does not have an opening facing out, push the red tab on the left to pull the bill cassette out and flip the cassette 180 degrees.
    mceclip0.png
    mceclip1.png
  8. The cassette holds bills that are accepted into the bill validator. Empty the bills from this area.
    mceclip0.png
  9. Close the cassette back up, slide the back cover on the stand, and lock the t-lock. The cash out is complete.

 

PicoMarket+ Bill Acceptor Not Lighting Up When Funding With Cash

The bill acceptor should only light up when the consumer chooses to fund their account with cash. When the consumer chooses that option, the bill acceptor should emit a green light (as seen in the picture below). If this light is not coming on and the bill acceptor is not accepting cash, follow the steps in this section.
mceclip5.png

  1. If the bill acceptor is not lighting up when attempting to fund with cash, attempt a simple reboot first. This can be done via ADM or by unplugging the power cable that comes out from the back of the PicoMarket+ stand for a few seconds and then plugging it back in.

  2. Once the PicoMarket+ powers back up, attempt to fund with cash and verify the bill acceptor lights up. If it does not light up, verify the cable connection in the stand. To do so, begin by unlocking the t-lock.
    mceclip0.png
  3. Slide the back cover up and out.
    backcover.jpg
  4. Verify the bill acceptor is fully plugged into the ribbon cable.
    power.png
  5. If the connection is secure and a reboot has been performed but the bill acceptor is still not lighting up, contact 365 Support.

 

PicoMarket+ Clear Bill Jam

Bill jams with the NV9 bill validator are not common. In the event there is a bill jam, typically this can be resolved by simply opening the bill cassette. In rare occurrences, the bill validator may need to be removed from the stand to open it up and clear the jam. The steps in this section will go over both scenarios.

  1. Unlock the t-lock.
    mceclip0.png
  2. Slide the back cover up and out.
    backcover.jpg
  3. If the side with the opening on the bill cassette is facing out, simply push up on the bar in the opening to release the cassette door. If the cassette does not have an opening facing out, push the red tab on the left to pull the bill cassette out and flip the cassette 180 degrees.
    mceclip0.png
    mceclip1.png
  4. The cassette holds bills that are accepted into the bill validator. Verify there are no jams/issues in this area. If no issues are seen in this area, but a bill jam is still detected, continue with the steps below (it is rare that the steps below are needed).
    mceclip0.png
  5. If the jam is further than the bill cassette, the entire bill acceptor will need to be removed from the stand in order to open it up. To do so, start by unplugging the unplug cables from back of PicoMarket+ stand.
    backofpm.jpg
  6. Remove the two screws that are securing the bill validator to the riser using the 1/8 in hex key. There will be one on the left side and one on the right side.
    riserscrew.png
  7. Unplug the bill validator from the ribbon cable and slide the bill acceptor out from the stand. All other cables should stay in place.
    power.png
  8. If the bill cassette is still in the bill acceptor once the bill acceptor is removed from the stand, push the red tab and pull the bill cassette out.
    mceclip1.png
  9. With the cassette out, push the red latch on the back of the bill acceptor. Then pull up on the top portion to open it.
    mceclip2.png
    mceclip6.png
    mceclip3.png
  10. Clear any bills that are jammed in the unit, close the bill acceptor, and slide the cassette back in place. The side of the cassette with the opening should be facing towards you.
    mceclip4.png
  11. Slide the bill acceptor back into the stand. Insert and tighten the two screws that secure bill validator to the riser using the 1/8 in hex key. There will be one on the left side and one on the right side.
    riserscrew.png
  12. Plug the bill validator into the ribbon cable.
    power.png
  13. Slide the back cover in place.
    backcover.jpg
  14. Lock the t-lock.
    mceclip0.png
  15. Plug the cables into the back of the Pico stand.
    backofpm.jpg
  16. Power up the device and verify bill acceptor functionality.

Touchscreen Unresponsive

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

  1. Power-drain the Pico device by unplugging all cables and leaving it unplugged for 1 minute.

  2. Plug in only the Molex power cable.

  3. Once the device powers back on, test the touchscreen to see if it is again responsive.

  4. If the touchscreen is functional, plug in all remaining cables.

 

PicoVend / PicoVend Mini Troubleshooting

  • For PicoVend articles, click HERE.
  • For PicoVend Mini articles, click HERE.

 

NOTE: To view all articles pertaining to the PicoPlatform, click HERE.