Kiosk - Common Troubleshooting Issues and FAQ

This article will outline basic troubleshooting steps to help address any possible technical issues with the kiosk app.

BEFORE WE BEGIN!
Confirm the iOS software version, and if needed or seems appropriate, update the device.

With that being said, it is NOT required to be operating on the latest iOS software version, although by being up to date it could potentially prevent a variety of issues.

**More details about the iOS software version will be listed at the end of this article.

Here are the first steps to take when Troubleshooting:

STEP 1

One of the most effective steps to take when troubleshooting Kiosk app related issues, is to Force Close the Kiosk app.

To Force Close the kiosk app, double press or press twice rapidly the home button at the bottom of the iPad.

The screen should 'Zoom Out' and show any and all apps that are currently open on the iPad.

We want to 'Swipe Up' and off the screen for all apps that are open, specifically the Kiosk app.

STEP 2

If that does not solve the issue, the next step would be to log out of and log back into the Kiosk app.

To log out of the app, on the welcome screen / main page, in the lower left hand corner, press and hold on the CityGro icon / logo until a secondary menu appears.



(This is the same page where you can change the kiosk flow.)
In the left hand darkened sidebar, select the option to Log Out.



It will give two options: Choose the button for '+ Account'
Sign in with your CityGro login credentials.

Login with user account email and password, if need to reset the password, click on this link and select the 'Forgot Password' button.

STEP 3

Restart the iPad.

Press and hold the power button and slide to power off.
Hold the power button again until an Apple logo appears.

STEP 4

Delete the Kiosk App and redownload it.
Press and hold on the Kiosk App and select the menu option 'Delete App'.

Alternatively you can click on the 'X' in the upper left of the app icon.

If you are still experiencing issues after deleting and redownloading the Kiosk app, check your internet connection.

Check your internet connection

• Go into the Settings app
• Click on the WiFi option on the left side
• Click on your WiFi Network (SSID)
• Make sure it is connected to the correct network (if there is more than one).

If your WiFi Network is already selected, the next step would be to forget this network and re-join.

This will require your WiFi Network credentials.

Click on your WiFi Network and re-enter your password.
This will re-establish a 'new' connection.

IF you are still experiencing issues after troubleshooting the Kiosk app and checking the internet connection, please contact support!

**It should be noted that on Legacy iPad devices, 
(such as an iPad 4th generation - Release Date November 2, 2012 and before)

most are only able to upgrade to iOS 9.3.5, and therefore are much more likely to experience software bugs and glitches due to us developing the software for our app to be on the latest iOS (iOS 16.2).