LaptopAnytime Kiosk - Staff Troubleshooting
Creation date: 11/12/2025 12:59 PM
Updated: 11/12/2025 12:59 PM
Section 1: Your Role in Troubleshooting
When customers have problems, you're the first responder. Your job is to:
- Try simple fixes first
- Know when to contact IT
Three types of issues:
1. Checkout/return problems
2. Device problems
3. Kiosk hardware problems
Section 2: Checkout Problems - Quick Fixes
Card Won't Scan
- Try tilting the card at a different angle
- Use "Enter Manually" option
- Check if barcode is damaged
- Try scanning card at desk to verify if the card is having issues or the kiosk
"Account Blocked" Message
- Look up customer account
- Check for fines, expired card, or holds
- Explain the issue to customer (if applicable)
"No Devices Available" But Bays Look Empty
- Refresh status screen
- Visually check bays 1 - 12
- Empty bays = devices are checked out by other customers
Bay Won't Open After Checkout
- Use Eject button from Lite Admin status screen
- Block problem bay and notify IT
- Contact IT if multiple bays affected
Section 3: Device Problems - Quick Fixes
Won't Power On
- Try holding power button 10 - 15 seconds
- If problem persists, contact IT
No WiFi Connection
- Check WiFi is turned on in the laptop settings
- Restart laptop
- Remember: Only works on library WiFi
Keyboard/Touchpad Issues
- Visual check for obvious damage
- Restart laptop
- Document any visible damage
Cracked or Damaged Screen
- Remove laptop from service immediately
- Block bay
- Document damage and report to IT
Software Problems
- Restart usually fixes it
- Remind customers to save work to email/cloud
- If program crashes repeatedly, swap device
Section 4: Return Problems
Bay Won't Close After Return
- Check if laptop is positioned properly
- Try different bay
- If bay is broken, block it and take laptop yourself
- If not other bays are empty, manually check device in to Workflows and contact IT
System Says Still Checked Out (But Customer Returned It)
- Check status screen - is device physically there?
Section 5: Kiosk Hardware Problems
Touchscreen Not Responding
- Try different areas of screen
- Unplug kiosk from the wall and plug it back in
- If completely frozen, contact IT immediately
Card Reader Not Working
- Clean scanner with soft cloth
- Test with your own card
- Try manual entry option
- If broken, contact IT
Multiple Bays Won't Open
- Try Eject button for each
- If kiosk-wide issue, contact IT
- Post "Out of Service" sign
Section 6: When to Contact IT
Contact Immediately:
- Kiosk completely non-functional
- Multiple bays won't open
- Touchscreen dead
- Safety hazard or physical damage
Call Same Day:
- Single bay malfunction
- Card reader broken
- Multiple device problems
- Repeated issues with same bay