Opentech INSOMNIAC 20 Series User manual

MANAGER’S GUIDE
INSOMNIAC® Kiosks: 20 Series
OpenTech Alliance
602.773.1700
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Kiosk Manager’s Guide: 20 Series
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Table of Contents
Preface................................................................................................................................. 4
Unboxing your Kiosk......................................................................................................... 4
Your Kiosk is Your Business Partner .................................................................................. 7
What Your Tenants and Prospects Can Do at the Kiosk ................................................... 8
Welcome to the Kiosk ...................................................................................................... 8
Home, Facility Info and Live Help Buttons ...................................................................... 8
The Four Options for Kiosk Customers........................................................................... 9
New Customer ............................................................................................................... 9
Complete a Rental ......................................................................................................... 9
Existing Customer ......................................................................................................... 9
Purchase a Lock ............................................................................................................ 9
Types of Error Messages ...............................................................................................10
What You Can Do at the Kiosk .......................................................................................... 11
Reboot the Kiosk ............................................................................................................ 11
Access the Admin Console............................................................................................11
Sanitize the Kiosk ...........................................................................................................12
Inside............................................................................................................................ 13
Outside ......................................................................................................................... 13
Surge Protection.............................................................................................................13
Maintenance and Troubleshooting................................................................................ 14
Recommended Tool Kit..................................................................................................15
Restock the Kiosk (all models except 120)................................................................... 15
Install Printer Paper..................................................................................................... 16
Reload the Lock Dispenser..........................................................................................16
A Note about On-Site Kiosk Testing or Training ........................................................... 17
Kiosk Reports..................................................................................................................... 17
Reporting from the Kiosk ...............................................................................................18
Reporting from OpenPortal............................................................................................18

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Select a Report............................................................................................................. 19
Contact Us ......................................................................................................................... 21
For Non-Technical Assistance.......................................................................................21
For Technical Support .................................................................................................... 21
Appendix: Troubleshooting by Model...............................................................................23
Model 120 ....................................................................................................................... 23
Components ................................................................................................................24
Model 220, Model 720, Model 920 ................................................................................ 28
Components ................................................................................................................29

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Preface
During training with one of our Onboarding specialists, you (or another of your
managers) should have walked through the features and functions of your new 20
Series INSOMNIAC® Kiosk. This supplemental guide provides a refresher and answers
commonly asked post-installation questions.
Note: if you don’t find the information you need in this guide, or if you are a
new manager who needs additional kiosk training, please reach out to your
Customer Success Manager (CSM) to discuss the options. Find your CSM’s
contact information here.
If you just received your kiosk and are wondering about pre-installation steps, the
section below offers tips about how to safely remove your kiosk’s packaging. You may
want to wait for your installer to do this – we recommend that you have help.
For details about installation, refer to your model’s Installation Guide and the Kiosk
Success Guide (find both here), to ensure that the physical installation of your new
kiosk is both correct and optimized for success.
Unboxing your Kiosk
The photos on the following pages show the recommended steps to unbox a
INSOMNIAC 720 — the 20 Series model with the most complex packaging. Your model
will be the color you ordered, and it may not require all steps for unboxing.
What you’ll need:
•Box cutter
•Strong flathead screwdriver (or small pry bar)
•T25 security screwdriver (included for Model 720)
•Ratchet socket set with 1/2" and 9/16” bits.
•Someone to assist you

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Step 1: Remove the outer
wrapping
Without cutting through the
cardboard, cut the plastic
from the bottom up and
remove.
Step 2: Remove the staples
Use your flathead screwdriver or pry bar to unfasten the staples that secure the box to
the pallet.
Now you can lift the box
off the kiosk . Don’t try this
alone! For safety and to
avoid damage to your
kiosk, get some help.
Step 3: Remove the inner wrapping
Carefully remove the clear wrap from the kiosk itself.
Tips to protect the finish
•Cut along the seams, such as along the kiosk door.
•Anywhere else on the kiosk, carefully cut a slit in the
shrink wrap and insert a piece of cardboard (cut from
the shipping box) in between the wrap and the kiosk
box as shown. Move the cardboard so it protects each
area where you’re cutting.

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Step 4: Remove the kiosk from the pallet
Find your kiosk’s keys attached to the credit card reader
(pointed out in photo) and remove them. Now you can
unlock and open the kiosk and find the T25 screwdriver
inside (Model 720 only).
Use the T25 screwdriver to remove the four screws
holding the base of the kiosk in place on the pallet (be
sure to replace the screwdriver inside the kiosk so it
always will be available).
Slide the base cover plate away to reveal the four lag
bolts you will remove using the ratchet socket bits.
Your kiosk is now free to be relocated but, for your
safety and to prevent tipping and scratching, do not
attempt to move it by yourself. This is a minimum-two-
person job.

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Your Kiosk is Your Business Partner
Your kiosk helps you connect with
prospects and tenants. Their first
impressions will be determined by its
location, lighting, signage, and
cleanliness.
For help with the first three, check out
the Kiosk Success Guide here. For tips on
keeping your kiosk clean, click here to go
directly to that section of this guide.
INSOMNIAC® Kiosk 20 Series Universal Features
•Creates and completes new rentals
•Takes payments
•Updates accounts
•Provides rental insurance
•Sends email and/or prints receipts and leases
•Connects to Live Help with trained storage counselors
All models except the compact 120 also dispense locks, accept cash, and take photos
of driver’s licenses.
Note: for a more detail comparison of models and features, click here. The availability of
some features and functions will depend on your preferred settings and the integration
permitted by your Property Management System.

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What Your Tenants and Prospects Can Do at the
Kiosk
Kiosk users are greeted by a screensaver slide show that will give way to your facility’s
Welcome screen when they “slide to open.” (After any kiosk session, the screensaver
automatically restarts within a couple minutes.)
Welcome to the Kiosk
The Welcome (or Home) screen features your logo, phone number and welcome
message. If provided, your facility photo appears here; otherwise, a default storage
photo appears in the background.
Home, Facility Info and Live Help Buttons
•Tapping HOME from any kiosk screen will refresh
the kiosk and return the user to the Welcome
screen.
•Touching FACILITY INFO launches a pop-up screen
with additional information about your location.
•Pressing LIVE HELP during Call Center hours will
connect the user with a trained storage counselor
for assistance. After hours, the user will either
reach an after-hours counselor or be forwarded to
leave a message, depending on the kiosk service
you ordered.
Note: Models 220, 720 and 920 prominently display a help button for
customers with disabilities, helpful for anyone who may not be able to reach or
use the touch screen. This serves the same function as pressing the on-screen
Live Help button.

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The Four Options for Kiosk Customers
On the Home/Welcome screen, your prospects and tenants will select from four
options:
New Customer
Tapping this option leads to the Rent A Unit process, taking the
kiosk user through a new rental from beginning to end. There
are screens and buttons to list available units and types,
promotions and maps (if provided), and for selecting and
renting units, buying locks, signing leases, and selecting
insurance (if offered).
Complete a Rental
This is the choice for completing a rental reservation that was
started online. The new tenant can pull up the reservation using
information provided in the reservation email, and complete the
process for move-in.
Existing Customer
Current tenants select this option to check account balances
and make payments. Depending on the preferences requested
with your kiosk order, they also may be able to retrieve forgotten
gate codes, make partial payments and update contact or
payment information.
Purchase a Lock
All models except the compact 120 have lock dispensing
capabilities. Model 920 has two slots and can accommodate 10
locks; the other models have a single slot for 5 locks. The
dispenser is configured in advance to handle the types of locks
specified during your setup. For information on how to load
locks into the kiosk, click here.
Note: if the kiosk is out of locks, the option to purchase will no longer appear on the
Home/Welcome screen and, during the rental process, a message will pop up to say the kiosk is
currently out of locks. We recommend you check the lock inventory regularly, but the email
address provided during setup also will be sent a notification when the kiosk is out of locks.

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Types of Error Messages
Error messages will pop up for many reasons (wrong information, long delays,
payment issues, etc.). Below are some examples of the types of error messages that
may pop up.
In specific situations, such as a frozen account in
your PMS, the user may be referred directly to
facility management for assistance.
This is a common pop-up, usually because the
wrong information was entered.
Sometimes, an error message will advise the
user to press Live Help for assistance from a
storage counselor.