Overview

The purpose of this article is to walk through various troubleshooting steps that you can complete for  the 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 PicoMarket or PicoMarket+ setup, a Pico device gets mounted to a stand.

PicoMarket+ 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 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 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.
   
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: see the Pico Driver Menu article for steps.)
   
   OR
   
   
2. Reboot the Pico device: see the Reboot Pico device from ADM section below 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.
   

Unplug the Device and Plug It Back In

The 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 device: see the Reboot Pico device from ADM section above for steps.
   
   
2. 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.
   
   
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 Pico device: see the Reboot Pico device from ADM section above for steps.
   
   
2. Remove the Pico cover from the back of the 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.
   
   
   
3. Verify that the SIM card is in Slot 1.
   
   
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.
   
   
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: see the Testing & Tools section of the Pico Driver Menu article 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.
   
9. If a cellular connection cannot be established, contact 365 Support.

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.
   
   
4. Click Testing & Tools.
   
   
5. Click Test Bill Acceptor.
   
   
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. 
   
   

Bill Acceptor Light Remains Solid (No Blinking)

If the light remains solid on the bill acceptor, check the model type of the bill acceptor in ADM > Device Summary. Confirm the Bill Acceptor Type field is not set to none, then Sync\Check for updates\Reboot the Kiosk. Once the hardware type is properly recognized by ADM, the solid light should clear.

• Depending on the situation, the Bill Acceptor may return to flashing the normal codes for a Bill Jam scenario afterwards. Check the below Clear Bill Jam section.
  
  

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.

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.
   
4. A screen showing the Bill Acceptor Total will load. Click Cash Out again. This reset Bill Acceptor Totals back to $0.
   
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.
   
6. Slide the back cover up and out.
   
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.
   
   
8. The cassette holds bills that are accepted into the bill validator. Empty the bills from this area.
   
9. Close the cassette back up, slide the back cover on the stand, and lock the t-lock. The cash out is complete.
   
   

Bill Acceptor is Flashing Red and Not Accepting Bills

This can be due to the Bill Cassette not being seated properly. If the Cassette is pushed in too far then it will flash red and not accept bills. To determine if the cassette has been pushed in too far compare the edge of the device to see if it is flush with the siding. If it is flush, then it has been pushed in too far. It should click in without being pushed in further. Please see the below reference:

Incorrect:

Correct:

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.

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.
   
   
3. Slide the back cover up and out.
   
   
4. Verify the bill acceptor is fully plugged into the ribbon cable.
   
   
5. If the connection is secure and a reboot has been performed but the bill acceptor is still not lighting up, contact 365 Support.

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.
   
   
2. Slide the back cover up and out.
   
   
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.
   
   
   
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).
   
   
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.
   
   
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.
   
   
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.
   
   
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.
   
   
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.
   
   
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.
    
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.
    
    
12. Plug the bill validator into the ribbon cable.
    
    
13. Slide the back cover in place.
    
    
14. Lock the t-lock.
    
    
15. Plug the cables into the back of the Pico stand.
    
    
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.
   
   

Castles Technology Screen

If the PicoMarket runs into the Castles Technology screen there is limited troubleshooting that can be done.

1. Power drain the PicoMarket for several minutes.
   
   
2. If this does not work, then reach out 365 Support.
   1. A clear picture of the front of the unit.
      
      
   2. A clear picture of the rear of the unit.
      
      
   3. A 3 minute video of the Pico screen on the Castles Technology error OR 2 photos time stamped 3 minutes apart from each other. The pictures MUST include the time stamp and screen of the castles screen.

Once this has been completed, the hardware team will confirm if an RMA is needed or if there are further troubleshooting steps to follow.