Summary of Contents for Opentech INSOMNIAC 20 Series
- Page 1 MANAGER’S GUIDE INSOMNIAC® Kiosks: 20 Series OpenTech Alliance 602.773.1700 support@opentechalliance.com...
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Page 2: Table Of Contents
Kiosk Manager’s Guide: 20 Series Table of Contents Preface ..........................4 Unboxing your Kiosk ......................4 Your Kiosk is Your Business Partner .................. 7 What Your Tenants and Prospects Can Do at the Kiosk ........... 8 Welcome to the Kiosk ...................... 8 Home, Facility Info and Live Help Buttons .............. - Page 3 Kiosk Manager’s Guide: 20 Series Select a Report ......................19 Contact Us ......................... 21 For Non-Technical Assistance ..................21 For Technical Support ....................21 Appendix: Troubleshooting by Model ................23 Model 120 ........................23 Components ........................ 24 Model 220, Model 720, Model 920 ................28 Components ........................
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Page 4: Preface
Kiosk Manager’s Guide: 20 Series Preface During training with one of our Onboarding specialists, you (or another of your managers) should have walked through the features and functions of your new 20 Series INSOMNIAC® Kiosk. This supplemental guide provides a refresher and answers commonly asked post-installation questions. - Page 5 Kiosk Manager’s Guide: 20 Series Step 1: Remove the outer wrapping Without cutting through the cardboard, cut the plastic from the bottom up and remove. Step 2: Remove the staples Use your flathead screwdriver or pry bar to unfasten the staples that secure the box to the pallet.
- Page 6 Kiosk Manager’s Guide: 20 Series Step 4: Remove the kiosk from the pallet Find your kiosk’s keys attached to the credit card reader (pointed out in photo) and remove them. Now you can unlock and open the kiosk and find the T25 screwdriver inside (Model 720 only).
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Page 7: Your Kiosk Is Your Business Partner
Kiosk Manager’s Guide: 20 Series Your Kiosk is Your Business Partner Your kiosk helps you connect with prospects and tenants. Their first impressions will be determined by its location, lighting, signage, and cleanliness. For help with the first three, check out the Kiosk Success Guide here. -
Page 8: What Your Tenants And Prospects Can Do At The Kiosk
Kiosk Manager’s Guide: 20 Series What Your Tenants and Prospects Can Do at the Kiosk Kiosk users are greeted by a screensaver slide show that will give way to your facility’s Welcome screen when they “slide to open.” (After any kiosk session, the screensaver automatically restarts within a couple minutes.) Welcome to the Kiosk The Welcome (or Home) screen features your logo, phone number and welcome... -
Page 9: The Four Options For Kiosk Customers
Kiosk Manager’s Guide: 20 Series The Four Options for Kiosk Customers On the Home/Welcome screen, your prospects and tenants will select from four options: New Customer Tapping this option leads to the Rent A Unit process, taking the kiosk user through a new rental from beginning to end. There are screens and buttons to list available units and types, promotions and maps (if provided), and for selecting and renting units, buying locks, signing leases, and selecting... -
Page 10: Types Of Error Messages
Kiosk Manager’s Guide: 20 Series Types of Error Messages Error messages will pop up for many reasons (wrong information, long delays, payment issues, etc.). Below are some examples of the types of error messages that may pop up. In specific situations, such as a frozen account in your PMS, the user may be referred directly to facility management for assistance. -
Page 11: What You Can Do At The Kiosk
Admin Console and view its settings. Sometimes you will access the console at the request of an OpenTech support technician, but you will want to be comfortable using the Admin Console on your own to pull the cash from... -
Page 12: Sanitize The Kiosk
Kiosk Manager’s Guide: 20 Series 1. Be sure you have your kiosk key 2. On the Welcome screen, tap the FACILITY INFO button 3. On the pop-up, touch the empty space just above the words “Facility Information” and when prompted, enter the password provided during training 4. -
Page 13: Inside
Kiosk Manager’s Guide: 20 Series Inside 1. Unlock and open the kiosk 2. Turn off the lighted green power button (the screen must be off) 3. Spray compressed air through the unit, to disperse any collected dust and debris 4. Use a shop vac to remove any dust and debris that collects 5. -
Page 14: Maintenance And Troubleshooting
Kiosk Manager’s Guide: 20 Series Note: if you did not add this extra protection during your kiosk installation, contact your installer to discuss the best options for your specific kiosk and installation. Maintenance and Troubleshooting Kiosks are machines, and machines require some attention and the kiosk always requires power and internet service. -
Page 15: Recommended Tool Kit
Except for the compact model 120, all kiosks print receipts and dispense locks. Printer paper (ordered from OpenTech) and locks (ordered from your preferred vendor) are restocked by you, so we advise having extras on hand. The kiosk will send an email notification when it runs out of locks but that is not the case for receipt paper. -
Page 16: Install Printer Paper
Contact Us to order printer paper directly from OpenTech. A regular roll is 200 feet, which can print a lot of receipts, but if you make it a practice to reorder when you only have one roll left and you’ll never have to worry about running out or paying for expedited shipping. -
Page 17: A Note About On-Site Kiosk Testing Or Training
Kiosk Manager’s Guide: 20 Series Model 220 and Model 720 hold 5 locks; Model 920 holds 10. When it’s time to reload, here are the steps: • Grab the new locks and your kiosk key • If your kiosk dispenses more than one type of lock, confirm the configuration so you put the right locks in the right slots •... -
Page 18: Reporting From The Kiosk
Kiosk Manager’s Guide: 20 Series Reporting from the Kiosk There is one report issued directly from the kiosk: Cash Out For accurate accounting, run this report every time you empty the kiosk of cash. Just grab your kiosk key and log in to the Admin Console (if you need instructions click here). -
Page 19: Select A Report
Kiosk Manager’s Guide: 20 Series Logging in Log in at https://portal.opentechalliance.com. If you don’t know your username and password, contact your supervisor or your OpenTech Customer Success Manager (find CSM contact information here). Select a Report On the main screen, hover your mouse over the REPORTS tab, select INSOMNIAC KIOSK and click on the report you want to run. - Page 20 Kiosk Manager’s Guide: 20 Series WALK AWAYS – Show interactions at selected kiosks where the tenant “walked away” without completing a transaction, with links to videos Note: If you have any questions about OpenPortal reports or Live Help from our call center counselors, just click on Request Support on any OpenPortal page (shown above) and fill out a...
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Page 21: Contact Us
For Non-Technical Assistance Your Customer Success Manager (CSM) is your partner at OpenTech, and your go-to for best practices as well as questions ranging from account billing to kiosk reporting. If your CSM can’t assist you, he or she will be able to make an immediate referral. - Page 22 Kiosk Manager’s Guide: 20 Series Support Hours All hours are listed in Mountain Standard (Arizona) time. Holiday hours vary. Staffed Support Monday-Friday: 7am - 5 pm Saturday: 7am - 2 pm After Hours On-Call Support Voice and email messages are prioritized for urgency. Monday-Friday: 5 pm - 8 pm Saturday:...
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Page 23: Appendix: Troubleshooting By Model
Kiosk Manager’s Guide: 20 Series Appendix: Troubleshooting by Model Model 120 Models 220/720/920 Model 120 Compact Wall/Pedestal Mounted Kiosk Before contacting Tech Support, try these steps first: 1. If the machine is not turning on, check the electrical connections and breakers to confirm it has electrical power 2. -
Page 24: Components
Kiosk Manager’s Guide: 20 Series • Help the PC properly allocate power to turn on by disconnecting all USB cables and rebooting (we advise you do this with a technician the first time) o Once the PC reboots, you will be walked through the process of reconnecting •... - Page 25 Kiosk Manager’s Guide: 20 Series Computer and Software The PC is the “brain” of your kiosk, connecting components to OpenTech’s INSOMNIAC® software. It has a Windows OS and most, but not all, connections use color-coded USBs cords: Microphone For Microphone issues, check the connections first, then...
- Page 26 Kiosk Manager’s Guide: 20 Series simple steps using a 1/4" nut driver, No. 2 Phillips screwdriver, snips and replacement zip ties Top Camera For Top Camera issues, check the connections first, then Contact Tech Support • The camera board plugs into the PC via USB cable •...
- Page 27 Kiosk Manager’s Guide: 20 Series Until you are able to install the replacement, remember to advise your kiosk users that card information can be entered manually Safety Tip For your safety and to avoid damaging the kiosk, turn off power when working inside the kiosk, unless a technician requests otherwise (some procedures require power).
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Page 28: Model 220, Model 720, Model 920
Kiosk Manager’s Guide: 20 Series Model 220, Model 720, Model Other than installation style and minor repositioning of some components, these models are the same for troubleshooting. Before contacting Tech Support, try these steps: 1. If the machine is not turning on, check the electrical connections and breakers to confirm it has electrical power... -
Page 29: Components
Kiosk Manager’s Guide: 20 Series • Help the PC properly allocate power by disconnecting all USB cables and rebooting (do this with a technician) o Once the PC reboots, you will be walked through the process of reconnecting • Power cycle (hard reset) the PC (don’t attempt unless advised by a technician) o Disconnect the PC power cable for 3-5 minutes. - Page 30 • Computer and Software The PC is the “brain” of your kiosk, connecting components to OpenTech’s INSOMNIAC® software, and it uses a Windows operating system. Models 220, 720 and 920 use a small Micro-PC mounted to the back wall of the kiosk and held in place with a metal bracket.
- Page 31 Kiosk Manager’s Guide: 20 Series Microphone For Microphone issues, check the connections first, then Contact Tech Support • The microphone connects to the PC with a 3.5mm extension cable o The microphone’s black cable plugs into the extension cable’s green port; the other end of the extension cable plugs into the •...
- Page 32 Kiosk Manager’s Guide: 20 Series • Model 220/720/920 kiosks have two speakers attached to the door that connect to an amplifier attached to the back wall, upper left-hand corner o Speaker cables run down the right side of the open door to the amplifier o Amplifier cable runs down the left side of the main cabinet to the PC...
- Page 33 Kiosk Manager’s Guide: 20 Series • Troubleshooting with Tech Support o You will be asked to remove the camera’s USB cable from the PC and reseat it to ensure it is being recognized by Windows o If the issue is power-related, you will be asked to remove the power connection from the board, make sure all the pins are straight, and...
- Page 34 Kiosk Manager’s Guide: 20 Series • If necessary, Tech Support will send a replacement device and walk you through the simple installation using a No. 2 Phillips screwdriver, snips, and replacement zip ties Safety Tip For your safety and to avoid damaging the kiosk, turn off power when working inside the kiosk, unless a technician requests otherwise (some procedures require power).
- Page 35 Kiosk Manager’s Guide: 20 Series Note: the touchscreen installs from the front, so when the brackets are removed it will be “pushed” from the inside out and then replaced from the outside front panel. This is a two-person job. Safety Tip For your safety and to avoid damaging the kiosk, turn off power when working inside the kiosk, unless a technician requests otherwise (some procedures require power).
- Page 36 Kiosk Manager’s Guide: 20 Series Depending on your kiosk’s model and issue date, your machine will have one of two bill acceptors installed. Identify which one is in your kiosk and click on the correct link for troubleshooting. Pyramid Pyramid bill acceptor Parts descriptions –...
- Page 37 Kiosk Manager’s Guide: 20 Series • Troubleshooting with Tech Support o You may be asked to check all connections and reseat them as needed o The most common issue is that a bill doesn’t fully drop into the collection bin and the acceptor registers it as being jammed ...
- Page 38 Kiosk Manager’s Guide: 20 Series 5. Shows a sensor removed from the reader a. There are two identical sensors, one facing up and one down (the one in the photo is facing up) • Troubleshooting with Tech Support o You may be asked to check all connections and reseat as needed ...
- Page 39 Kiosk Manager’s Guide: 20 Series • Troubleshooting with Tech Support o Paper is jammed You will be asked to remove the paper roll, clear the printing path, and replace the roll o The printer doesn’t turn on You will be asked to flip the power switch and tell us if you hear a slight electrical “bzzt”...
- Page 40 Kiosk Manager’s Guide: 20 Series • Troubleshooting with Tech Support o If the light is not illuminated, you may be asked to unplug the black/blue connections and then reconnect (black first, then blue) o If the light is illuminated but not connecting, you may be asked to unplug the brown/red connections and then reconnect (brown first, then red) •...
- Page 41 Kiosk Manager’s Guide: 20 Series Power supply units There are two supply units that power specific If a power supply fails, it must be components. replaced. Tech Support will send a replacement device and walk you through the simple installation using a 3/8” nut driver, snips, and replacement zip ties •...
- Page 42 Kiosk Manager’s Guide: 20 Series • Troubleshooting with Tech Support o You will be asked if the power indicator light is illuminated on the controller (shown above) o You will be asked if the USB cable is properly seated on both ends – at the device and at the PC port •...
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