Ariane Support FAQ

Troubleshooting guidelines

• What is my kiosk?

  Duo 6020	Duo 2100
  Duo 1810	Duo 1850

• What is my version of Allegro?

  Allegro v5

  Allegro v7

   

• Checklist before contacting Support

  1. Check if the kiosk is powered up.
     
     
  2. Check encoders for a key refill or card jam.
     
     
  3. Check under the kiosk for dropped keys to avoid jams.
     
     
     

     💡  How to remove a jammed key?

     
     
     
  4. Check if the cables are properly plugged in.
     
     
  5. Reboot the kiosk (wait for 30 sec. before switching the kiosk back on) and try again.
     
     

     💡  How to reboot a kiosk?

     
     
     
  6. Make sure arrival bookings have inspected rooms available to be assigned.
     
     
  7. Check Allegro Dashboard for event alerts.

   

• 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.
    
    

    💡  How to reboot a kiosk?

    
    
    Still not working
    Contact us at support@ariane.com.

   

  Contact us via :
  - Email:support@ariane.com
  - Phone : +33 1 48 10 61 47

• 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.
    
    

    💡  How to reboot a kiosk?

    
    
    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.

• ID scanner issues

  1. Unplug the passport reader USB cable from the PC.
     
     
  2. Wait 15 seconds.
     
     
  3. Plug the USB cable back into the PC. 
     
     
     Still not working:
     
     
  4. Shut down the kiosk.
     
     
  5. Wait 15 seconds.
     
     
  6. Restart the kiosk.
     
     

     💡  How to reboot a kiosk?

     
     
     
     
  7. Plug the USB cable back into the PC.
     
     
     Still not working:
     Contact us at support@ariane.com.

• Payment issues

  • The payment terminal cannot read cards
    Clean the card slot.
    
    

    💡  How to 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.

• Printing issues

  1. Check the printer for paper jam and paper alignment, and try the feed button.
     
     It’s working:
     See section 2.
     
     

     💡  How to remove a jammed paper?

     
     Still not working:
     Contact us at support@ariane.com.
     
     
     
  2. Try a Check-in/Check-out - documents are still not being printed.
     Contact us at support@ariane.com.
     
     
     
  3. The kiosk is printing only at Check-in or only at Check-out:
     Contact us at support@ariane.com.

• 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.
    
    

    💡  How to reboot a kiosk?

    
    
    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.

• Reservations issues - Allegro v5

  The kiosk cannot find reservations

  • Check the network cable on the kiosk’s PC.
    Reboot the kiosk.
    
    

    💡  How to reboot a 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.