📱Technology Troubleshooting

TLDR; common technology issues.

Kiosk

The Washify Application Stops Responding:

  1. Tap the screen multiple times. If it pops up “not responding”, select “close program”. Double tap the “XStation Profiling” icon on the kiosk desktop to restart the program.

  2. Double tap the invisible button on the lower right corner of the kiosk screen. Type in the passcode. Tap “restart windows”.

  3. If the kiosk is still frozen, unlock the kiosk with keys from inside the POS cash drawer (black key), open the kiosk and press the red “reset” button inside. Once rebooted, the app should automatically open. If it does not, double tap the “XStation Profiling” icon.

Physical touch is not responding:

  1. The first thing to try is cleaning the kiosk screen to eliminate sticky residue left on the screen that may be ghost touching.

  2. This could be due to the screen physically overheating. Toggle the red switch on the back of the touch screen (inside the kiosk) to the off position and let it stay off for a few minutes. Toggle it back on to turn the screen back on.

  3. If it is still not responding to touch, try unplugging the USB cable from both ends--the back of the screen and the back of the PC inside the kiosk. Blow air on the USB cable connections and the USB ports on the back of the screen and PC. Plug the cables back and test the touch functionality.

  4. Inspect the cable for physical damage. It may have been pinched inside the kiosk and need to be replaced. Check with the General Manager to see if there is an extra USB cable on site.

  5. As a last resort, you can plug in a mouse and/or keyboard inside the kiosk and use that to get by.

License Plate Cameras

The LPR cameras are not picking up license plates (nothing displaying top right corner of kiosk)

Restart the Kiosk normally:

  1. Tap the bottom right of the screen two times to access the Admin Menu

  2. Type in the kiosk passcode

  3. Tap the gray Restart Windows button

If the Washify application is frozen and you can’t access the Admin Menu:

  1. Swipe your finger from the right of the display towards the middle, a Windows settings panel appears

  2. Tap on "All Settings" at the bottom, the Windows Taskbar appears

  3. Tap on the Windows logo

  4. Tap the Power icon

  5. Select "Restart"

OR, if the tray doesn't appear…

  1. Plug a keyboard in to an open USB port

  2. Hold CTRL + ALT + DEL, select Task Manager

  3. Select each program that is (Not Responding)

  4. Tap End Task for each

  5. Re-open the Washify app by double tapping the Desktop icon

When the Windows Operating System is frozen:

  1. Unlock the side of the kiosk and open the door

  2. Press the red button on the PC

Credit Card Declines

Check that the zip code listed on the customer account matches exactly to the billing address for the card on file:

  • Locate the customer’s account in the POS

  • Tap on the blue Edit Info button

  • Update the zip code field and tap on Save

Run the card again:

  • Locate the customer’s account in the POS

  • Tap on Edit next to her vehicle

  • Tap on Update Unlimited

  • Tap on Yes Buy Unlimited

  • Pay from File

If it still doesn’t go through, open a ticket with your GM to investigate further.

Cash

The kiosk is not accepting cash and the bill acceptor is flashing blue and red lights:

Please try the steps at the link below :-)

https://help.washifysupport.com/en/knowledge/troubleshooting-the-bill-acceptor

The kiosk is out of money/won’t give change:

When the kiosk does not give change back, it usually assigns the overpayment as a virtual gift card. In this case, the kiosk will force you to text a receipt.

  • Go ahead and text the receipt to the wash location's phone number. It will appear in the vonage app of the site cell phone. You may clear the notification and disregard the message.

  • Then, locate the invoice for the overpayment in the “Search Invoices” area of the POS.

  • Tap on Refund, and select only the Gift Card portion of the invoice.

  • Tap on Refund, then Cash, then remove cash out of the drawer, print a receipt, and give them both to the customer.

  • Open a ticket with your GM so that they know.

Follow the instructions below to help refill the kiosk with change naturally:

  • Ask the next few cash customers to insert exact change, if they have it.

  • If they don’t have exact change, you can make change for them with the cash in the POS cash drawer, and use that to feed the machine.

  • You can check the cash management area in the Kiosk Admin Panel to monitor the change levels in the payout. The unit will only hold 70 bills total, and is programmed to hold a maximum of 5 $10 bills, 10 $5 bills, and 70 $1 bills.

Gates

WARNING: OPENING THE GATES MANUALLY SHOULD ONLY BE PERFORMED WHEN IT’S ABSOLUTELY NECESSARY AS IT MAY CREATE GATE QUEUEING ERRORS (LIKE GATES DON’T OPEN AUTOMATICALLY, ETC). MOST GATE QUEUEING ISSUES CAN BE QUICKLY SOLVED BY CLEARING THE GATE QUEUE. USE THIS FEATURE AT YOUR OWN RISK.

How to Operate Gates Manually from the POS:

Function

Lane 1

Lane 2

Lane 3

Open Gate

F9

F10

F11

Close Gate

Shift + F9

Shift + F10

Shift + F11

If POS function keys don’t work to open/close gates:

  1. Use the larger silver gate key in the register. Insert the key in the slot on the side of the gate and turn in the direction of the appropriate arrow to manually open or close the gate.

If key won’t open gate:

  1. Use the smaller silver key in the register to open the gate top cover. Remove cover and look for a service switch. Flip the switch to “take out of service”, then use arrow keys on the screen inside of the gate to raise or lower the gate.

  2. If this does not work, you may power cycle the gates by flipping the breaker inside the bottom portion of the gate. Avoid this step as much as possible as it can lead to queue and loop issues.

If gates are not opening after the customer plate has been read, gates are opening in the wrong order, or severely delayed, make a mental note of the Orange text in the bottom right of the kiosk screens.

  • Lane X Merge Loop - This means the cars after the gate are still sitting on the merge loop, which will prevent the gates from opening. This function prevents bottleneck situations and customers cutting in line after the gates. To resolve, direct the traffic after the gate forward toward the wash tunnel entrance. When they are far enough away, the gate should open automatically.

  • Car In Queue - This means that the kiosk thinks there is a vehicle in another lane waiting for their gate to open before it will open the current lane. To resolve this, make sure all vehicles after the gates are moved forward and off the merge loop. The previous lane gate will open, then close, then the current lane will open.

    • In the event that the kiosk says Car In Queue and there are no other vehicles waiting for their gates to be opened, you will need to clear the gate queue by pressing the gate button on the POS until the popup says the queue is empty.

  • Lane X Safety Loop - This appears when a gate is open and a vehicle is located under the gate. This loop senses when vehicles are directly underneath the gate and prevents the gate from closing until the gate is clear.

If nothing works:

  1. Call Washify Tech Support at 1-857-380-1751

  2. Post on the #washify Slack channel

Waterproof Touchscreen

If the waterproof touchscreen is not “touching” in the right spots, it will need to be calibrated.

  1. Grab a wired USB mouse and plug it into the port located under the rubber cover

  2. Use the mouse to …..

Conveyor

If conveyor stops after sending car, or won’t pop a roller when you attempt to send a car,

  1. Check all emergency stop buttons at the location. Cycle on/off and hit start button

  2. Check the electrical panel touchscreen in the back room (big gray box) Look for items that are “faulted” that will appear with a red X. If the conveyor or corresponding item is faulted/tripped, open the big door, find the breaker labeled with the switch all the way to the left “tripped”, turn all the way to left then back to right to on position.

  3. Check the length of the conveyor for debris caught under the track and rollers that could be inhibiting the rollers from moving. If found, hit the emergency stop button, remove the grate and remove the blockage. Replace grate before resetting emergency stop.

If nothing works:

  1. Post in #member-service-&-sales channel on Slack

If rollers are sending on their own

  1. Wipe down/dry off tunnel loader screen

  2. Check that manual roller up peg isn’t stuck in down position

  3. Spray off lower rollers and mechanisms under track to clear debris that may be stuck or preventing rollers from coming up

  4. The tunnel controller might have received a duplicate signal to send a wash package, so you can break the beam from the eyes at the entry arch to simulate a “ghost” car being sent.

If nothing works:

  1. Post in #member-service-&-sales channel on Slack

Buff & Shine

If buff & shine isn’t working or alarm is sounding:

  1. Open box with screwdriver on top of box

  2. Turn off top line of breakers (move to down position)

  3. Wait until system fully shuts down and the screens inside go to black

  4. Flip the breakers back into the up (on) position

  5. Close the door and replace screwdriver

If nothing works:

  1. Post in #member-service-&-sales channel on Slack

Who to call and when

If non emergency:

  1. Post in appropriate Slack channel so someone is aware of problem

  2. If maintenance issue, open ticket on Jolt and Slack message your GM

If emergency (Wash is shut down or unable to run cars):

  1. Call your GM

  2. If your GM has the day off, contact one of the other wash GMs that are working. (Check jolt schedule and/or Slack statuses to see who is working. Get GM numbers from their Slack profile or from the Clean View laminated Directory in the booth.

  3. Call Frank

Site iPad / iPhone

The jolt duties are not populating.

  1. Check that the iPad / iPhone is connected to the WiFi

    1. Navigate to Settings > Wi-Fi

    2. Toggle the Wi-Fi off then back on

    3. Tap CV-Guest, enter the password if prompted

    4. When connected, you will see a Wi-Fi logo in the top bar.

  2. Force close the Jolt app.

    1. If your iPad / iPhone has a home button, double tap the home button.

    2. If your iPad / iPhone does not have a home button, slide the white bar up from the bottom of the screen.

    3. When all the running apps pop up next to each other, slide the jolt app up to force close the Jolt app.

  3. Open the Jolt app & Force a Sync

    1. Tap on the Jolt icon from the home screen

    2. Locate the Jolt logo in the left drawer menu

    3. Tap the Jolt logo to force a sync

    4. Notice: the app will display the time it was last synced at the top

PreviousPower Outage ProcedureNextConveyor Troubleshooting