Ariane Support FAQ
Get up-to-date information about your Ariane products, including repairs, technical support cases, and more, all in one place.
Troubleshooting guidelines
Kiosk & software
Hardware & device
-
Checklist before contacting Support
- Check if the kiosk is powered up.
- Check encoders for a key refill or card jam.
- Check under the kiosk for dropped keys to avoid jams.
- Check if the cables are properly plugged in.
- Reboot the kiosk (wait for 30 sec. before switching the kiosk back on) and try again.
- Make sure arrival bookings have inspected rooms available to be assigned.
- Check Allegro Dashboard for event alerts.
- Check if the kiosk is powered up.
-
Compartments issues
- Case 1: Keys are stuck at delivery.
Send a picture to support@ariane.com.
- Case 2: Compartments do not open.
Reboot the kiosk, and make another attempt.
Still not working
Contact us at support@ariane.com.
Contact us via :
- Email:support@ariane.com
- Phone : +33 1 48 10 61 47 - Case 1: Keys are stuck at delivery.
-
Encoding issues
The kiosk does not deliver keys
- Case 1: Check the encoder if some cards are neither damaged nor stuck.
If yes, remove the cards and make another attempt.
Still not working
Go to Case 2. - Case 2: No cards are stuck
Reboot the kiosk then make another attempt.
Still not delivering keys
Contact us with an example at support@ariane.com.
Every kiosk does not deliver keys
- Contact your keys software provider and add support@ariane.com in copy.
- Case 1: Check the encoder if some cards are neither damaged nor stuck.
-
ID scanner issues
- Unplug the passport reader USB cable from the PC.
- Wait 15 seconds.
- Plug the USB cable back into the PC.
Still not working: - Shut down the kiosk.
- Wait 15 seconds.
- Restart the kiosk.
- Plug the USB cable back into the PC.
Still not working:
Contact us at support@ariane.com.
- Unplug the passport reader USB cable from the PC.
-
Payment issues
- The payment terminal cannot read cards
Clean the card slot.
Still not working:
Contact us at support@ariane.com. - The payment terminal refuses all payments
Check if cables are properly plugged on both sides.
Still not working:
Contact us at support@ariane.com. - Every payment terminal refuses all payments
Check your network and contact us at support@ariane.com. -
Payment terminal(s) is(are) off
Check the power cable on both sides.
Still not working:
Contact us at support@ariane.com.
- The payment terminal cannot read cards
-
Printing issues
- Check the printer for paper jam and paper alignment, and try the feed button.
It’s working:
See section 2.
Still not working:
Contact us at support@ariane.com. - Try a Check-in/Check-out - documents are still not being printed.
Contact us at support@ariane.com. - The kiosk is printing only at Check-in or only at Check-out:
Contact us at support@ariane.com.
- Check the printer for paper jam and paper alignment, and try the feed button.
-
Screen issues
- Case 1: The screen displays but the touchscreen is unresponsive / The touch screen is unresponsive.
Unplug the screen USB cable from the PC then plug it back.
Still not working:
Reboot the kiosk then try the screen again.
Still not working:
Contact us at support@ariane.com. - Case 2: The screen is off
Check if screen cables are properly plugged into the PC.
Still not working:
Reboot the kiosk then check the screen.
Still not working:
Contact us at support@ariane.com.
- Case 1: The screen displays but the touchscreen is unresponsive / The touch screen is unresponsive.
Software & application
-
Reservations issues - Allegro v5
The kiosk cannot find reservations
- Check the network cable on the kiosk’s PC.
Reboot the kiosk.
Make another attempt.
Still not working:
Contact us with an example at support@ariane.com.
Every kiosk cannot find reservations
- Contact your PMS software provider with an example and add support@ariane.com in copy.
- Check the network cable on the kiosk’s PC.

Hardware
How to change the kiosk's printer paper?

Allegro v7
How to configure compartments on the Allegro V7 cloud application Dashboard?

Duo 1700-1800
How to do a Duo 1700-1800 kiosk maintenance on Allegro v5 local application?

Duo 1700-1800
How to do a Duo 1700-1800 kiosk maintenance on Allegro v7 cloud application?

Duo 2100
How to do a Duo 2100 kiosk maintenance on Allegro v5 local application?

Duo 6020
How to do a Duo 6020 kiosk maintenance on Allegro v5 local application?

Duo 6020
How to do a Duo 6020 kiosk maintenance on Allegro v7 cloud application?

Allegro v5
How to exit the Allegro v5 local application?

Allegro v7
How to exit the Allegro V7 cloud application?

Allegro v7
How to generate a staff QR Code on the Allegro V7 cloud application Dashboard?

Duo 6020
How to integrate a Duo 6020 kiosk into furniture?

Allegro v5
How to launch the Allegro v5 local application?

Allegro v7
How to launch the Allegro V7 cloud application?

Duo 1700-1800
How to refill keycards?

Duo 1700-1800
How to refill physical keys in the kiosk's compartments?

Duo 1700-1800
How to remove a jammed key?
