unRedbox-Wiki/manual/troubleshooting.html

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title: Troubleshooting / Error Codes
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date: 2024-12-08T01:59:51.328Z
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editor: ckeditor
dateCreated: 2024-10-21T14:16:14.709Z
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<h2>Kiosk Error Screens</h2>
<p>The basic error screens on a Redbox have different color backgrounds, indicating the problem at a basic level. Credits to @mordanthanus in the Discord for posting this info.</p>
<ul>
  <li><u>Black with white text</u> – Kiosk is booting or updating. Black screens automatically clear themselves when completed, usually 5-15 minutes. Watchdog must be turned on for this screen to disappear. Watchdog can be turned on or off through the Redbox Desktop.</li>
  <li><u>Red with white text</u> – Machine error alert. Check error codes further down on the page. Generally requires human intervention but may fix itself during an overnight reboot.</li>
  <li><u>Orange with white text</u> – Kiosk is conducting a partial or full maintenance sync and will reboot to customer screen when complete.</li>
  <li><u>Green with white text</u> – The kiosk engine reports a database access error and places kiosk into maintenance mode. SOFTFILE<i>0x errors.&nbsp;</i></li>
</ul>
<p>Below are pictures of the error screens. Credits to @.jandajanda for these pics also posted in the Discord</p>
<figure class="image image_resized" style="width:32.4%;"><img src="/black-error.jpg"></figure>
<figure class="image image_resized" style="width:26.41%;"><img src="/red-error.jpg"></figure>
<figure class="image image_resized" style="width:28.21%;"><img src="/orange-error.jpg"></figure>
<figure class="image image_resized" style="width:22.69%;"><img src="/green-error.jpg"></figure>
<h2>Kiosk Error Codes</h2>
<p>These error codes show on screen in maintenance mode. Credits to @mordanthanus in the Discord for posting this info.</p>
<p><code><strong>= 0073CDRR =</strong></code></p>
<p>- MS will always dispatch these due to an EMV error.</p>
<p><code><strong>= 0099CDRR =</strong></code></p>
<p>- Indication that the EMV has failed or been tampered with. Plan on bringing one with you. Alert Irruptions are not field repairable.</p>
<p><code><strong>= 0072CDRR =</strong></code></p>
<p>- EMV disconnected. If a remote reboot doesn’t fix it, a visit is needed.</p>
<p><code><strong>= 0096KRNL =</strong></code></p>
<p>- Kiosk Engine has put up the maintenance view directly</p>
<p><code><strong>= 005PMXA =</strong></code></p>
<p>- Put away max attempts exceeded</p>
<p><code><strong>= 0128VNDR =</strong></code></p>
<p>- Vend door error</p>
<p><code><strong>= INITSYNC =</strong></code></p>
<p>- Initial Sync is currently running</p>
<p><code><strong>= 001ISTG =</strong></code></p>
<p>- ItemStuckInGripper returned by HAL during vend or return</p>
<p><code><strong>= 002OBDT =</strong></code></p>
<p>- ObstructionDetected returned by HAL during vend or return</p>
<p><code><strong>= 003CCFA =</strong></code></p>
<p>- CameraCaptureFailure returned by HAL during vend or return</p>
<p><code><strong>= 004MACH =</strong></code></p>
<p>- MachineError returned by HAL during vend</p>
<p><code><strong>= 006MVFA =</strong></code></p>
<p>- MoveFailure returned by HAL during vend</p>
<p><code><strong>= 0032RSVB =</strong></code></p>
<p>- Reservation pickup could not find the reserved barcodes in stock</p>
<p><code><strong>= RPCSSM =</strong></code></p>
<p>- Session closed to show maintenance during a return</p>
<p><code><strong>= 0048PPBE =</strong></code></p>
<p>- Preposition Picker Basket Empty during checkout</p>
<p><code><strong>= 0064SCBE =</strong></code></p>
<p>- Shopping Cart Basket Empty during vend</p>
<p><code><strong>= HALSVCNR =</strong></code></p>
<p>- HAL Services are not running.</p>
<p><code><strong>= HALSTS-043 =</strong></code></p>
<p>- One of the following conditions are met:&nbsp;</p>
<p>1) The Door is open and the two door sensors (switches) are not pressed in. &nbsp;</p>
<p>2) Gripper Obstructed (Fingers not retracted, Track not Closed, Sensors 1 or 6 on)&nbsp;</p>
<p>3) Motion Controller Communication error (unable to communicate to Arcus/Proteus)&nbsp;</p>
<p>4) Door sensors aren’t properly closed, or someone opened the kiosk while the picker or drum was moving.</p>
<p><code><strong>= SOFTFILE_01 =</strong></code></p>
<p>- The kiosk engine reports a database access error and places the kiosk into maintenance mode.* Try restarting the kiosk engine; if the error persists, send it to Level 2 for possible software support escalation.</p>
<p><code><strong>= SOFTFILE_02 =</strong></code></p>
<p>- The kiosk engine reports a database access error and places the kiosk into maintenance mode.* SOFTFILE_02 errors should be sent directly to Software support by Level 1</p>
<p><code><strong>= SOFTFILE_03 =</strong></code></p>
<p>- The kiosk engine reports a database access error and places the kiosk into maintenance mode. Send to level 2 for possible software support escalation.</p>
<p><code><strong>= 0073CDRR =</strong></code></p>
<p>- MS will always dispatch these due to an EMV error.</p>
<p><code><strong>= 0099CDRR =</strong></code></p>
<p>- Indication that the EMV has failed or been tampered with. Plan on bringing on with you. Alert Irruptions are not field repairable.</p>
<p><code><strong>= CCF&nbsp;</strong></code></p>
<p>- Camera Capture Failure.</p>
<h2>Powering On a Redbox Kiosk Computer After a BIOS Reset</h2>
<p>Redbox kiosk computers are configured to automatically power on when connected to a power source (autoboot). However, if the BIOS is reset—whether from a manual reset or due to a CMOS battery failure—this autoboot setting will revert to its default state and become disabled. After this, the computer will require a manual power-on each time until the autoboot setting is re-enabled in the BIOS.</p>
<h2>Locating the Power Button on Premio Computers</h2>
<p>On Premio computers, the power button is discreet and may not be immediately visible. It is located on the back of the unit, near the I/O panel. Look for a small button close to the I/O LEDs (typically used to indicate network or drive activity). Pressing this button will power on the computer, allowing access to the BIOS to re-enable the autoboot setting if needed.</p>
<p>Note: Once the autoboot on power setting is re-enabled in the BIOS, the computer should resume automatic boot-up on power connection, as originally configured.</p>
<h2>Kiosk Not Showing Titles</h2>
<p>If the Start screen is blank (no carousel with titles), and no titles are shown on the Rental screen, you may have accidentally “closed” your kiosk. This setting is found in the Redbox Desktop and clears the inventory in the kiosk, resulting in no products being in stock. To resolve this, login to Field Maintenance and look for the Inventory Sync option. This will allow you to schedule a sync of your inventory, which usually takes about 3-4 hours to complete. After the sync is complete, you should be able to view your available titles.</p>
<h2>Kiosk Not Showing Titles Despite Having Inventory</h2>
<p>If the Start screen is blank (no carousel with titles), and the Rental screen is not showing any titles (except for replacement cases) despite having inventory data, this is likely because of an incorrect date and time on your kiosk's computer. This often happens after resetting your CMOS, likely because the system date is cleared. If you've disconnected your kiosk from the internet, your computer won't be able to get the correct date and time for your time zone, hence why it's set to an old date (like 2009). Luckily, the fix is easy: just enter your Date and Time settings and manually update the information. Then, restart your kiosk, and you should be good to go!</p>