> 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/hub-screens/hub/errory.md). # Errors and alerts **Errors and alerts** records events from all machines. In the machine detail, errors from that machine are shown on the [Errors](/en/hub-screens/hub/seznam/chyby.md) tab. The default switch **Important** shows events with severity **Site visit required**, **Critical error**, and **Regular error**. **All** also adds **Notice**. Unread ones are marked **New**; their count is shown next to the search field in the web HUB header. Opening the page marks them as seen. Errors are also shown in the [machine detail](/en/hub-screens/hub/seznam/zahlavi.md), as alert bars. An offline machine does not add a row here by itself — the **Offline** status is visible on the [machine list](/en/hub-screens/hub/seznam.md). E-mail notifications when a site visit is required can be set in HUB Settings → [E-mail notifications](/en/hub-screens/hub/obecne/notifikace.md). ## Lift | Error | What it means | What to do | | ------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Lift did not move — obstruction under the lift** | There is an obstacle under the lift platform (dropped goods, a cup). This is not goods in the pickup compartment. Until the space is clear, the machine will not dispense the next purchase. | The situation has to be resolved on site. Physically remove the goods. The pickup-compartment door can also be unlocked remotely from the [machine detail](/en/hub-screens/hub/seznam/zahlavi.md) with **Pick up goods under the platform** in the **Lift service** bar on the machine detail. That needs a designated person at the machine. The tablet shows the **Item under the lift** prompt and the **Start** confirmation. Only then does the lift go down to the lowest floor and the pickup cabinet open, so the goods can be taken out. Once the space is clear, in the same bar tap **Clear lift faults**. Clearing the errors alone, without taking the goods out, does not unblock the lift. | | **Machine locked after an error** | After a previous error, the machine locked the lift and refuses further vends. This is not goods in the pickup or under the platform. | A site visit is not needed. In the [machine detail](/en/hub-screens/hub/seznam/zahlavi.md), in the **Lift service** bar, tap **Clear lift faults**. The same button in the machine service menu is **Clear lift errors**. After the errors are cleared, test a vend. If the problem persists, look at older errors — there should be a record with the cause. | | **Waiting for customer pickup** | Goods are still lying in the pickup compartment, or the sensor still reports them. The machine wanted to dispense another unit and refused. The next purchase will not run until the compartment is empty. On the machine detail this is the **Lift pickup area is full — please remove the goods** bar. | The next customer usually resolves it: before their purchase they get the prompt **Take the item from the pickup**. Once they take the goods, the machine continues. The compartment can also be unlocked remotely with **Unlock the door** in the **Lift service** bar. That needs a designated person at the machine. The tablet shows the **Unlock** confirmation, and only then does the pickup-compartment door unlock so the goods can be taken out. If the compartment is empty and the message persists, open the machine cabinet, wipe the drop sensors at the pickup, and tap **Clear lift faults** in the **Lift service** bar. | | **Lift did not move — product in the pickup** | The lift did not move at all because of goods in the pickup. The customer confirmed on the screen that they took the goods. The app clears the errors and tries the vend again. | No action is needed. The row is only a record that the pickup compartment was freed. When the same problem keeps coming back, check on the machine that nothing was left in the pickup compartment. | | **Lift did not move** / **Lift did not move — check not confirmed** | The lift did not move, and the customer did not confirm on the screen that they looked into the pickup. They left, or the prompt expired. | The machine did not repeat the vend by itself. Open the machine cabinet and check the pickup compartment and the space under the lift platform. Remove the goods on site and, in the HUB in the **Lift service** bar, tap **Clear lift faults**, or in the machine service menu tap **Clear lift errors**. | | **Product did not drop into the lift** | The spiral turned and the lift arrived, but nothing fell into the pickup basket. The slot is empty, or a unit in the spiral is lying crooked and will not drop. | Open the machine cabinet and look into the spiral named. If it is empty, refill it. If goods are in it, straighten them so they lie flat and nothing holds them at the back. Then, in the HUB, on the machine detail **Slot layout** tab, check that the unit count matches what is actually in the spiral. | | **Vend timeout in the app** | The vend took longer than the app waits, and the screen ended it. | Check the vend of that slot ([service menu](/en/guides/navody/everyday-operation/servisni-menu.md) → slot test). If the problem repeats on the same slot, it is a faulty motor or board. | | **“Pickup area is full” dialog timeout** | Only when dispensing an order for a courier. One order can be made of more units than fit in the pickup compartment at once. The machine therefore dispenses them in batches by product size (S to XXL). Between batches the tablet shows **Pickup area is full**, and the courier has to take the goods and tap continue. If they do not do that within 90 seconds, the rest of that same order stops. | The courier can take the goods from the pickup compartment and confirm continue on the tablet while the order is still valid. Or they can enter the order code again. If there is nothing in the pickup compartment and the dialog still appears, wipe the sensor at the pickup. | | **Goods under the lift** | The person at the machine confirmed whether there were goods under the lift. The lift then returns home. | You do not have to start anything else. Open the row and read whether they took the goods out, or whether there was nothing under the lift. If they took them out and the lift is selling again afterwards, the record is only history. | | **Board did not accept the vend** / **Board is busy** | The machine did not start the vend, because it was just finishing something else. It is not a fault of one slot. | Wait and try the purchase again. If the next purchase then goes through in the sales list, you can leave this row. If the machine still dispenses nothing, power it off and power it on again. Once it starts up, in the HUB in the **Lift service** bar, tap **Clear lift faults**, or in the service menu on the machine tap **Clear lift errors**. | Less frequent problems, grouped by the likely cause: | Group | What it means | What to do | | ------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | Lift motor disconnected, locked rotor, overcurrent, lock, or partition motor | The machine does not see the lift motor, the door lock, or the partition that separates the goods. A cable is unplugged, the motor does not turn, or something is stuck in the path. | Power the machine off, open the cabinet, and look whether the connector at the motor or the lock is seated and whether the part moves freely by hand. Do not force anything. Power the machine on and, in the HUB in the **Lift service** bar, tap **Clear lift faults**, or in the service menu on the machine tap **Clear lift errors**. Try one vend. If the same name comes back, the motor or the lock needs to be replaced. | | Lift did not return to origin, exceeded the step count, wrong floor heights, lift barrier covered | The lift does not know which floor it is on. The sensor that watches the position is covered, or the floors are set incorrectly. | First take out everything lying in the lift path and on the sensor. Then, in the service menu, have the lift run to the home position. If it still does not catch, a technician has to set the floor heights again. Do not leave the machine selling until then. | | Door open, lock did not open, door did not close | The cabinet or the pickup door is not fully closed, or the lock did not travel. Because of that the machine does not lock and the lift does not move. | Close the front cabinet door and the pickup door fully. Take out goods that are in the way in the opening. If the doors are closed and the machine still reports open, check the switch on the door. | | No product in the pickup opening, sold out, rotation timeout | The customer paid for a slot that had no goods, or the goods did not drop. The machine locks such a slot. | Refill the goods into the slot named. In the machine detail, on the **Slot layout** tab, tap the slot and in the **Actions** menu → **Unblock slot**. Before you turn it on, test it with a slot test in the service menu, so you see that a unit really drops. | | Slot controller not responding, damaged memory, incorrect settings | The machine has trouble talking to the part that turns the slots, or it does not remember the settings. | Power the machine off, wait a minute, and power it on. In the HUB in the **Lift service** bar, tap **Clear lift faults**, or in the machine service menu tap **Clear lift errors**, and try a test vend. If the row comes back, take the machine out of sale and contact service. | ## Spiral | Error | What it means | What to do | | ------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | | **Board does not know this slot** | The machine does not have that slot in its layout, or the slot number in the HUB does not match the machine. | In the service menu open **Slot management** and load the layout from the machine (**Load from the board**, then **Transfer to the HUB**). | | **Motor fault** | The spiral did not turn. The motor is disconnected, jammed, or does not turn. | Open the machine and gently try by hand whether the spiral of the slot named moves freely. Take out the unit that is blocking it, and look whether the motor connector at the back of the floor is seated. In the service menu, turn the slot once with a vend test. If it does not turn at all, the motor is probably faulty. | | **Motor turned, optics did not see a drop** | The spiral turned, but the machine did not recognize that the goods dropped. The slot is empty, a unit is stuck, or there is a problem with the sensor at the pickup. | Look into the pickup compartment for stuck goods, and into the spiral for a unit that stayed there. Take the stuck unit out and wipe the sensor at the pickup. Refill an empty slot. Before putting it back into service, try a vend test in the service menu. | | **Optics failed self-test** | Before the machine started dispensing, it tried the sensor at the pickup and it did not respond. | Wipe the sensor at the pickup and check that nothing is lying on it and the cable is connected. In the service menu, turn the slot once with a vend test. If the sensor still stays silent, it is probably faulty. | | **Waiting for customer pickup** | Goods are still lying in the pickup compartment, or the sensor still reports them. The machine wanted to dispense another unit and refused. The next purchase will not run until the compartment is empty. | The next customer usually resolves it, once they take the goods from the pickup. Once the opening is empty, the machine continues. If the compartment is empty and the message persists, open the machine cabinet and wipe the sensor at the pickup. If it still does not go away, power the machine off and on. | | **Cannot vend — unconfirmed offline vend** | The machine remembers a vend it did not finish, and refuses the next one. Typically after a power cut in the middle of a purchase. | Look into the pickup for goods that were left there, and take them out. Power the machine off, wait a minute, and power it on. In the service menu, run a test vend. In sales, check whether the last customer received the goods and whether the money was charged. | | **Board is busy** | The machine did not start the vend, because it was just finishing something else. It is not a fault of one slot. | Wait and try the purchase again. If the next purchase then goes through in the sales list, you can leave this row. If the machine still dispenses nothing, power it off and power it on again. | | **Vend timeout in the app** | The vend took longer than the app waits, and the screen ended it. | Check the vend of that slot ([service menu](/en/guides/navody/everyday-operation/servisni-menu.md) → slot test). If the problem repeats on the same slot, it is a faulty motor or board. | | **“Pickup area is full” dialog timeout** | The same case as on a lift. The courier picks up one order in batches, because the whole order does not fit in the pickup compartment at once. Between batches they did not confirm **Pickup area is full** within 90 seconds, and the rest was not dispensed. It is not a spiral fault. | The courier can take the goods from the pickup compartment and confirm continue on the tablet while the order is still valid. Or they can enter the order code again. If there is nothing in the pickup compartment and the dialog still appears, wipe the sensor at the pickup. | | **Unexpected vend error** | The app stopped in the middle of the vend. The goods may have dropped even though the purchase looks unfinished in the HUB. | In the machine's sales, find the purchase with the matching time and check whether the customer received the goods and whether the money was charged. | | **The machine disabled the slot itself** | The slot failed to dispense several times in a row and the machine turned it off itself, so it would not keep taking money from it. | First find the cause in the previous errors of that slot among the errors: an empty spiral, a stuck unit, or the motor. Turn the slot on only after the repair. On the machine in **Slot management**, or in the HUB on **Slot layout** → slot → **Actions** → **Unblock slot**. Unblocking alone does not repair the motor. | One-off **Invalid order identifier**, **Duplicate order number**, and **Generic board error** are usually not a goods fault. If a sale went through at the same time, the error does not need to be handled. If it keeps coming back and the machine stopped dispensing, power it off and power it on again. ## Micromarket | Error | What it means | What to do | | ------------------------------------------ | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Basket sensor did not confirm the vend** | The machine started the vend, but the sensor at the bottom of the basket did not recognize that the goods dropped. The slot may have been empty, or the sensor missed the drop. | Open the slot named and look whether there are goods in it. Wipe the sensor at the bottom of the basket. In sales at the same time, check whether the customer received the goods. | | **Board rejected the vend** | The machine did not start the vend at all. The row does not show which slot failed. | Look in sales whether another purchase went through after this error. If it did, it was a one-off rejection and nothing needs to be done. If the machine still does not dispense, in the service menu load the slots again (**Read slots / channels from the board**, then **Transfer to the HUB**). If it still does not sell after that, power it off and on. | ## Payment | Error | What it means | What to do | | ------------------------------------------------------------------------------------------------ | ------------------------------------------------------------------------------------------------------------------------------------------------------ | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Card — authorization timeout** / **Card — cancelled on the reader** / **Card payment failure** | The terminal did not say in time whether the payment went through. Most often the customer did not tap the card at all. Nothing was charged. | One error does not need to be handled. If the problem repeats on the same machine on every purchase, check that the terminal is on and the cable is plugged in. In the service menu → **Payments**, tap **Reset MDB bus**, wait until the bus starts up and detection runs. Then try a card payment test. On a micromarket there is no bus reset in the menu: power the machine off, power it on, and in **Payments** check that the terminal is visible again. | | **Card — declined** | The bank or the customer declined the payment. The machine did not dispense the goods and did not charge the money. | Try paying with another card. If the problem persists across different cards, check that the terminal is on and the cable is plugged in. In the service menu → **Payments**, tap **Reset MDB bus**, wait until the bus starts up and detection runs. Then try a card payment test. On a micromarket there is no bus reset in the menu: power the machine off, power it on, and in **Payments** check that the terminal is visible again. | | **Card — only part of the cart was charged** | Part of the goods was not dispensed. The machine asked the bank only for the paid part. On some terminals the bank still charges the full amount. | Look in the sale at what was dispensed and what amount should have been charged. If the bank charged more than the dispensed goods cost, the customer was offered a way to send a refund request, or a discount voucher. | | **Card — payment finalize timeout** | After the card was tapped, the payment did not finish even within 45 seconds. A hold may have stayed on the card even though the goods did not leave. | Ask the customer whether the payment on their account is correct. If it is not, check that the terminal is on and the cable is plugged in. In the service menu → **Payments**, tap **Reset MDB bus**, wait until the bus starts up and detection runs. Then try a card payment test. On a micromarket there is no bus reset in the menu: power the machine off, power it on, and in **Payments** check that the terminal is visible again. | | **Cash payment failure** | The coin mech or the bill acceptor did not finish the payment. The row does not show a closer reason. | In the service menu → **Payments**, check whether the coin mech is visible and whether the coin level matches the coin mech state. Refill coins for change. If a coin is stuck, take it out. On a spiral machine we recommend **Reset MDB bus**. | | **Cash — change failed** / **Cash — change timeout** | The customer should have received coins back and the coin mech did not return them, or did not do it in time. | Open the coin mech and look whether a coin is stuck in it and whether the coin tubes are full. Refill the coins. | | **Coin mech offline** / **Card terminal offline** | The machine used to see the device and does not see it now. Often it is only a short outage, not a broken device. | In the [machine detail](/en/hub-screens/hub/seznam/zahlavi.md), check whether the device is online again. If it is, it was only an outage and there is nothing to handle. If it stays offline, check the cable. On a spiral machine, in the service menu → **Payments**, tap **Reset MDB bus**. On a micromarket there is no reset in the menu: power the whole machine off and on, and in **Payments** check that the device shows up again. | | **SumUp — payment unavailable** | The machine could not start a card payment through the Solo terminal. Nothing was charged to the customer. | First check that the machine is connected to the internet and that the Solo terminal is on. If payment still does not work, in the service menu open **Cloud connection (MQTT)** and tap **Clear MQTT keys and reconnect**. That restores the connection and the machine receives payment permission again. Then try a test in **Payments**. | | **SumUp — amount above cap** | The machine wanted to charge the card more than the limit you have set for SumUp. The payment was not charged. | Check the payment limit in the HUB in Settings → [Payments](/en/hub-screens/hub/obecne/platby.md) → SumUp → Transaction cap — here Max. amount per payment (CZK). More about the payment limit is in the [SumUp Solo](/en/guides/navody/payments/sumup-solo.md) guide. | | **Refund failed** | The customer received only part of the goods, and returning the difference to the card through SumUp failed. They were charged more than they took. | Open the sale and tap **Retry refund**. Spiroq tries to run the refund automatically. If it still fails after that, return the difference by hand in the SumUp account. | | **SumUp — orphan payment refunded** | The customer paid on Solo, but the machine did not finish the payment within a quarter of an hour. Spiroq returned the money in full. | Look whether the goods really left at the same time. If they did not leave and the money was returned, that is correct. If the goods left and the money was returned anyway, in the sale you will see another row, **SumUp — settle after payment closed**. The amount then has to be settled with the customer. At the same time, check whether the machine lost its internet connection during that purchase. | | **SumUp — settle from machine failed** | The goods were dispensed, but the machine did not manage to tell SumUp how much to charge. The payment can stay hanging and later be returned in full. | Check that the machine is online. Once it connects, finishing the payment is tried again automatically. Then, in the sale, check that the amount matches what the customer received. | ## Age verification | Error | What it means | What to do | | ------------------------------------------------------------------------------------------- | --------------------------------------------------------------------------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Age verification unavailable** | The ID card reader is not ready, so the machine did not start the 18+ purchase. Nothing was charged. | Check that the document reader is on and the cable is connected. In the service menu → **Payments**, check that the machine sees it, and try presenting a valid document. If the machine does not see it, power it off and on. | | **Age verification rejected** | The customer presented a document and the reader did not accept it. The purchase was not charged. | This is not a machine fault. Guide the customer to try the same document, or another one, again. | | **Age verification — customer did not present ID in time** / **Age verification cancelled** | The customer did not present a document in time, or cancelled the verification themselves. Nothing was charged. | This is not a machine fault. The error does not need to be handled. If “did not present ID in time” appears immediately, before the customer had time to take the document out, the reader is not responding — the procedure is the same as for **Age verification unavailable**. | ## Other | Error | What it means | What to do | | --------------------------------------------------------------------------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Expired product in the slot** / **Expiry alert** | The slot has goods past the best-before date, or the date is about to expire. The machine itself stops selling a unit past the date, and the slot blocks. | At the next refill, take the expired units out of the slot named. In the HUB, on the **Slot layout** tab, check that the unit count matches. A slot the machine turned off, turn on again after clearing, with **Unblock slot**. | | **Service menu locked out** | Someone entered the wrong code three times in a row, and the service menu is locked for 30 minutes. At that moment it cannot be opened on the machine even with the correct code. | Wait 30 minutes; the lock then releases. Do not try the code again in the meantime, or the wait would only get longer. | | **Vend interrupted — stuck UI** | The “Dispensing”, “Finishing payment”, or “Returning change” screen hung for more than three minutes, and the app closed it so the next customer can come. | Find the sale at the same time. Check whether the customer received the goods and whether the payment is correct. If the screen keeps getting stuck, power the machine off and on. | | **Wolt — order not fully dispensed** | The courier entered the code, but the machine did not dispense every unit. The customer paid the whole order on Wolt. In the sale in the HUB there are only the units that really left. | The courier can enter the same code again while the reservation is valid. When they pick up the rest, the sale in the HUB fills in by itself. Why a unit did not drop is in the neighboring vend errors at the same time. | | **Wolt — reservation mismatch** | The Hub and the machine disagreed on how many units are locked for the order. The order may not have been dispensed in full. | Open the order and compare it with the stock on the machine. If the goods are on site and the order is hanging, have the courier enter the code again. | | **Update rolled back (crash loop)** | The new app version crashed repeatedly after installation, and the machine returned to the previous version by itself. Sales continue on that older version. | Do not change anything on site. Check the version the machine reports in the header, and contact spiroq. | | **APK download failed**, **APK install failed**, **Maintenance window missed**, **Machine not idle within 6 h** | The remote update did not finish. The machine keeps running on the original app version. | Read the text of the row. If the machine did not download the file, check the internet. If it was busy with a purchase or a refill during the maintenance window, the update simply did not get done. An administrator sends a new attempt once the machine is online and nobody is buying. | | **App restored the MQTT connection** | The machine briefly lost the connection to the Hub and signed in again by itself. | One row is fine; the machine sells again afterwards. If the message keeps coming back, deal with the internet at the machine. The procedure is in [The machine is offline](/en/guides/navody/troubleshooting/automat-je-offline.md). |