Square Kiosk - Setup is incomplete

[doctxmac]

I have not been able to log in to our Square Kiosk recently.   The full error message says, "Kiosk setup is incomplete.  Please complete onboarding in your Square Dashboard to access the Kiosk.

This worked fine until yesterday.   I have deleted and reinstalled the app, created new device codes, checked categories/items, and taken other steps.   Just not sure what to try next.   Square support was not able to help resolve the issue. Has anyone encountered this or have any suggestions?  There is also no reference to onboarding as it relates to the Kiosk

[MayaP]

Hey @doctxmac - I appreciate you hanging in there. I want to help get this sorted out. Have you added your device and set up your kiosk menu on Dashboard? 

1. Sign in to Square Dashboard and go to Settings > Device management > Kiosk.

2. Select Get kiosk.

3. If applicable, confirm the new device costs associated with your plan.

4. Select the location where you’ll use the kiosk.

5. Enter a name for the kiosk and click Next.

6. Select what item categories you want to show on your Kiosk menu. You can edit these later. Learn how to edit Square Kiosk menu items and categories.

7. Associate images with each category that will display on your kiosk by using existing images from your image library or uploading new images:

   • Click the gray image icon next to the category > select images or click Upload new images > Done. If you don’t have category images, the kiosk will automatically use an available image from one of the category’s items.

8. Click Next.

9. Click I have hardware if you’ve already purchased your Square Kiosk. If you haven’t, click Shop hardware to buy now or Skip to do this later.

10. Download the Square Kiosk app to your iPad and make note of your 12-digit device code. You can also click Copy to copy or Send device code to send by email or text message.

11. Click Done.

If you're still having issues, please reply with a photo of the error message you are seeing. 

[doctxmac]

Hi MayaP,    

Yes, I have done all the above.   Below is the requested image

[MayaP]

When you click "finish setup" on the device, what happens? @doctxmac 

[doctxmac]

It opens up a web page to the main login for the Square Dasboard website

[MayaP]

I see multiple locations attached to the account you are logged in under for the community. Which location is this for? Can I impersonate your Dashboard to investigate this further? @doctxmac 

[doctxmac]

Because I am a mobile food vendor, I switch it for the location I am at.  Previously, I have used it with no issue.  But when I tried to use it last Friday(Clovis - Food Court Friday and Hobbs - Hteao), I got the error message.  I also think that there was an update on Friday.

[MayaP]

What iPad are you using? You mentioned an update— is the iPad fully up to date? If so, what version of the app is it running? Just to confirm, this issue isn’t happening at other locations, only this one?

@doctxmac 

[doctxmac]

I don't have it in front of me.  But the dashboard says it is an iPad12.1 version with OS version 18.7.3.   All three of the POS apps, including the Kiosk, have been updated.   Yes, this is occurs for any location I switch the Kiosk too.(different device codes)

[MayaP]

Thanks for all the details @doctxmac . I have escalated this, and I will keep you updated! 

[MayaP]

I’ve filed a ticket and escalated this to our engineering team. A member of the Application Support team will be reaching out to you and will be your main point of contact until this is resolved. Your case number is Case 114002612.

Of course, if you need any assistance along the way, please let me know. Just a heads up that once a ticket is filed, our team works to investigate as quickly as possible, but in some cases it can take a bit longer to fully identify the root cause.

Thanks so much for your patience!

@doctxmac 

[doctxmac]

Thanks