> For the complete documentation index, see [llms.txt](https://docs.spiroq.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.spiroq.com/en/guides/navody/troubleshooting/caste-problemy.md).
# Common problems
Before you start, open [**Errors and alerts**](/en/hub-screens/hub/errory.md) in the Hub — that is the same message you see on the machine, and the procedure for that specific error. In the machine detail the same thing is on the [Errors](/en/hub-screens/hub/seznam/chyby.md) tab.
Below are the situations you meet on site most often. Expand the row that matches what you see.
## Dispensing
The slot does not turn, or the goods do not drop
Open the cabinet and look into the spiral shown: whether it is empty, an item is lying crooked, or the motor at the back of the floor does not have its connector pushed in. In the service menu, run a vend test once.
When the machine turned the slot off itself after several failures, first remove the cause and only then turn it on — [Problem with slot dispensing](/en/guides/navody/troubleshooting/slot-neprodava.md). Messages from the tablet are in [Errors](/en/hub-screens/hub/errory.md) for the spiral.
Goods stayed in the pickup or under the lift, and the machine will not dispense further
The lift does not move while there is an obstruction in the chamber or under the platform. The goods have to come out physically. **Clear lift faults** in the Hub, or **Clear lift errors** in the service menu, on its own and without removing the obstruction, will not unblock the lift.
The on-site procedure and remote unlocking of the door are described with the lift errors in [Errors](/en/hub-screens/hub/errory.md) and in [Problem with slot dispensing](/en/guides/navody/troubleshooting/slot-neprodava.md). The customer screen shows **Take the item from the pickup**.
Goods stick into the lift path and the platform knocks them down
An item sticks out into the shaft and the lift catches on it while traveling to a higher floor. The goods fall under the platform and the next purchase is blocked.
With a **spiral** it is typically an item lying crooked. With **push / belt**, items stacked or packed tight — one moves a little past the edge and the platform knocks into it.
Fallen goods **must come out physically**. A technician can open the cabinet, or a person authorized at the machine — the pickup can be unlocked from the Hub. The procedure is with the **Lift did not move — obstruction under the lift** error in [Errors and alerts](/en/hub-screens/hub/errory.md).
Once the shaft is clear, arrange the items so that nothing sticks into the lift path. On the belt, leave the items one after another, not stacked; if the problem comes back on the same slot, reduce the quantity. Then in the Hub tap **Clear lift faults**, or in the service menu tap **Clear lift errors**, and try a vend test.
## Payment
The terminal does not respond, or the app hangs during payment
First check that the terminal is on and the cable holds in the payment board. On the machine, in the service menu → **Payments**, **Cashless / card** should be lit. On a spiral machine, use **Reset MDB bus**, wait until the bus comes up, and try a payment test. On a micromarket there is no reset in the menu — turn the power off and on.
When the screen hangs on **Card payment** and the terminal restarts in the meantime (bad signal, an outage), wait until the terminal signs in again. Usually nothing is charged. When it hangs repeatedly, restart the app: Service menu → Device settings → **Exit the application**, then start it again. The connection procedure is in [Payment terminal](/en/guides/navody/payments/terminal-mdb.md).
An older control board (firmware before V32) sometimes accepts the payment on the terminal but does not send the result to the machine — the screen waits until timeout. The fix is a board with firmware V32 or newer, or a card through [SumUp Solo](/en/guides/navody/payments/sumup-solo.md).
The terminal keeps disconnecting, and MDB reset is not available in Payments
The bus is often held by another operation (dispense, detection). Wait half a minute and try the reset again. When the button still does nothing, exit the app and start it again — that frees the port. Then run detection again in **Payments**.
When the Hub reports **Card terminal offline** and the device in the machine header is online again, it was a short outage and do nothing further. The procedure for a disconnected device is in [Errors](/en/hub-screens/hub/errory.md) under payments.
The machine offers cash and card even though one device is not connected
The app shows what it detected last. In the service menu → **Payments**, check which devices are active. With SumUp Solo, the **Cloud API** tab must be selected at the top, not **MDB** — otherwise it looks for a terminal connected by cable. The switch and disconnection are described in [Payments](/en/hub-screens/hub/obecne/platby.md) and [SumUp Solo](/en/guides/navody/payments/sumup-solo.md).
The money was charged and the goods did not come out
For a card, the machine offers a voucher or a refund request — [Refunds and a voucher](/en/guides/navody/troubleshooting/vraceni-penez.md). With SumUp Solo the difference is returned by itself when only part of the cart was dispensed. For cash, coins are returned from the coin changer; when the change fails, it is in [Errors](/en/hub-screens/hub/seznam/chyby.md).
In the Hub, open the sale at the same time and check what was dispensed and what was charged.
## The Hub and the machine do not match
The machine is offline in the Hub, but it is running on the tablet
First check the machine's Wi-Fi connection or the mobile data signal. Then try **Wake machine** in the machine detail in the Hub. When that is not enough, on the machine in the service menu → **Cloud connection (MQTT)** tap **Clear MQTT keys and reconnect**. A second machine is not created. The full procedure: [The machine is offline](/en/guides/navody/troubleshooting/automat-je-offline.md).
Do not tap **Register the machine in the Hub** repeatedly — key rotation can get stuck in a loop.
The Hub has a different product than the tablet, or after stocking the slot shows the old name
The source of truth for what the customer sees is the machine. In the Hub, on **Slot layout**, check the assigned product. When it does not match, assign the product again — [Assigning a product to a slot](/en/guides/navody/everyday-operation/produkt-do-slotu.md). The machine must be **online**.
When products from the factory stayed in the catalog on the tablet, in the service menu → Product and stocking management → **Delete products**. The catalog in the Hub is not deleted by this. Then assign the slots again from the Hub. Remote stocking does not put an item into the spiral — [Stocking](/en/guides/navody/everyday-operation/naskladneni.md).
After reinstalling the app, slots, motor joins, or products disappeared
After a clean installation the grid does not load itself from the Hub. On a lift machine the board does not report slot joins — that was only on the tablet.
1. Service menu → **Slot management** → **Load from the board** (on a micromarket, **Read slots / channels from the board**).
2. Join neighboring motors again on the **Slot merging** card, if they should run as one slot.
3. Then choose **Transfer to the HUB**.
4. In the Hub, assign the products again.
The first synchronization is in [Slot layout](/en/hub-screens/hub/seznam/rozlozeni.md). Products from the slots download themselves after assignment, once the machine is online.
The cabin temperature swings a lot, even though 5 °C is set
In the service menu → Device settings → **Temperature**, check that the value is being read and that the cooling mode is on. The doors must close fully. On a machine with an external cooling board, check the port in **Device settings → Ports** — the same as in the [installation wizard](/en/guides/navody/getting-started-and-installation/pruvodce.md).
A short swing after opening the cabinet or after a refill is normal. When the temperature does not rise toward the target even after an hour with the doors closed, it is a **cooling or seal** problem.
The “Dispensing” or “Finishing payment” screen hangs for several minutes
The app closes the dialog itself after three minutes, so the next customer can come. In the Hub, find the sale at the same time and check whether the customer got the goods and whether the payment matches. When it repeats, turn the machine off and on.