Opentech INSOMNIAC 20 Series User manual

MANAGER’S GUIDE
INSOMNIAC® Kiosks: 20 Series
OpenTech Alliance
602.773.1700
[e-mail]

Kiosk Manager’s Guide: 20 Series
Go to Table of Contents 1/14/2022 V1.01 |Pg. 2
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

Kiosk Manager’s Guide: 20 Series
Go to Table of Contents 1/14/2022 V1.01 |Pg. 3
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

Kiosk Manager’s Guide: 20 Series
Go to Table of Contents 1/14/2022 V1.01 |Pg. 4
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

Kiosk Manager’s Guide: 20 Series
Go to Table of Contents 1/14/2022 V1.01 |Pg. 5
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.

Kiosk Manager’s Guide: 20 Series
Go to Table of Contents 1/14/2022 V1.01 |Pg. 6
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.

Kiosk Manager’s Guide: 20 Series
Go to Table of Contents 1/14/2022 V1.01 |Pg. 7
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.

Kiosk Manager’s Guide: 20 Series
Go to Table of Contents 1/14/2022 V1.01 |Pg. 8
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.

Kiosk Manager’s Guide: 20 Series
Go to Table of Contents 1/14/2022 V1.01 |Pg. 9
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.

Kiosk Manager’s Guide: 20 Series
Go to Table of Contents 1/14/2022 V1.01 |Pg. 10
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.

Kiosk Manager’s Guide: 20 Series
Go to Table of Contents 1/14/2022 V1.01 |Pg. 11
An error message may give instructions to take a different action or to complete a
necessary step.
What You Can Do at the Kiosk
There are some kiosk tasks that only you can do, as an on-site manager. There also are
tasks our Tech Support experts can do only with your on-site help, and other activities
they can perform remotely. This section describes the tasks you are most likely to
perform – or be asked to help with – at the kiosk. Remember to take your kiosk key
with you!
Reboot the Kiosk
You or a tenant may get a message saying the kiosk needs to be rebooted. You can do
this with a power cycle. Just disconnect power from the entire kiosk for 3-5 minutes
and reconnect. If this doesn’t correct the situation, Contact Us for help.
Access the Admin Console
During setup and training with OpenTech’s Onboarding Team, you or another manager
were shown how to access the kiosk Admin Console and view its settings. Sometimes
you will access the console at the request of an OpenTech support technician, but you
will want to be comfortable using the Admin Console on your own to pull the cash from
your machine (see more in the Reporting section).
Logging In to the Admin Console
Here is a refresher about how to access the Admin Console.

Kiosk Manager’s Guide: 20 Series
Go to Table of Contents 1/14/2022 V1.01 |Pg. 12
1. Be sure you have your kiosk key
2. On the Welcome screen, tap the FACILITY INFO button
3. On the pop-up, touch the empty space just above
the words “Facility Information” and when
prompted, enter the password provided during
training
4. On the blue login screen, tap “Kiosk Admin” on the
bottom left corner and then enter the Kiosk Admin
password provided during training
5. When asked if you have access to the inside of the kiosk,
tap Yes
oYou will need the key to perform various Admin
Console functions
If you don’t remember the required passwords, Contact Us for
help.
Sanitize the Kiosk
One key to great kiosk performance and
longevity is preventive care. For outdoor
kiosks, it is especially important to regularly
clean dust and debris from the machine, inside
and out. All touchscreen users appreciate a
clean and disinfected surface. Routine upkeep
is easy with a few supplies and a little time.
Handy to have for cleaning
•The key to your kiosk
•Compressed air duster
•Disinfectant spray (do not spray
directly onto or into the kiosk)
•Disinfecting or regular wipes
•Window cleaner (do not spray directly
onto or into the kiosk)
•Microfiber or paper towels
•Shop vac
•Avoid abrasive or corrosive products!

Kiosk Manager’s Guide: 20 Series
Go to Table of Contents 1/14/2022 V1.01 |Pg. 13
Inside
1. Unlock and open the kiosk
2. Turn off the lighted green power button (the screen must be off)
3. Spray compressed air through the unit, to disperse any collected dust and
debris
4. Use a shop vac to remove any dust and debris that collects
5. Use a wipe (or spray some cleaner onto a towel) to wipe down the interior
a. DO NOT: spray directly inside kiosk
b. DO: wipe carefully around wiring and connections
c. DO: pull out any cash tray for cleaning, and then reseat it
6. Turn the power back on, then close and lock the kiosk (or begin cleaning the
outside, see below)
Outside
1. Unlock and open the kiosk
2. Turn off the lighted green power button (the screen must be off)
3. Close the door again, to work on the outside
4. Spray compressed air to clean out the card reader, bill acceptor and any nooks
and crannies
5. Spray disinfectant on a towel (or use a disinfecting wipe) and wipe down all
sides, except the touch screen
a. DO NOT: spray directly on kiosk surface
b. DO NOT: use disinfectant on touch screen AT ALL
6. Lightly spray glass cleaner on a microfiber towel and clean the screen
a. DO NOT: spray any cleaner directly onto the touch screen
b. DO NOT: drench the touch screen with cleaner
7. Finishing touches: Turn the power back on, close and lock the kiosk, and
polish away any streaks with a dry towel. Your kiosk is ready for the
showroom!
Surge Protection
We recommend plugging your kiosk into a backup power supply. This can prevent
power interruptions, voltage spikes and power surges from damaging or shutting down
the kiosk or its components. The power strip inside the kiosk is not a surge protector
and will benefit from the protection of an Uninterruptible Power Source (UPS). The UPS
will keep the kiosk powered up during brief outages or brownouts, allowing for proper
shutdown or even continued service (if still online).

Kiosk Manager’s Guide: 20 Series
Go to Table of Contents 1/14/2022 V1.01 |Pg. 14
Note: if you did not add this extra protection during your kiosk installation,
contact your installer to discuss the best options for your specific kiosk and
installation.
Maintenance and Troubleshooting
Kiosks are machines, and machines require some attention and the kiosk always
requires power and internet service. Aside from preventive cleaning, there are a few
things you can do before you call for help:
1. If the machine won’t turn on, confirm that the kiosk has electrical power.
2. If you suspect a PC or software problem (issues you might encounter with a
personal or business computer), verify that your internet service is working
properly by testing it with another computer or device.
3. If the power and internet are working, check the connections outside and inside
the machine, one by one, to verify that each one is properly seated.
If you aren’t comfortable with these DIY steps – or if the issue persists after you
complete them – please Contact Tech Support for assistance.
For specific recommendations on troubleshooting for your kiosk model, click the
correct link below.
Model 120
Model 220
Model 720
Model 920
NOTE: for all models except 120, a 12v power supply oversees power for the speakers
and amplifier, top camera, case fans and kiosk lights. If multiple devices are not working,
reach out to support and inform your technician right away.
Safety Tip
For your safety and to avoid damaging the kiosk, turn off power when working inside the
kiosk, unless a technician requests otherwise (some procedures require power).

Kiosk Manager’s Guide: 20 Series
Go to Table of Contents 1/14/2022 V1.01 |Pg. 15
Recommended Tool Kit
You won’t need tools often, but you’ll want to have the right ones handy. Here is a
suggested list, and a table showing which tools are used with specific components.
•Deep socket ratchet set with 1/4", 5/16”, 3/8”, 11/16” nut drivers
•No. 2 Phillips head screwdriver
•Adjustable crescent wrench
•2.4mm instrument (mini) flathead screwdriver
•Snips for zip ties and assorted replacement zip ties
•Model 720 only: T25 security screwdriver (included and should be located inside
the kiosk; if sure your installer didn’t return it, you can also find one at the
hardware store or online )
No.2 Phillips
Screwdriver
3/8”
nut
driver
1/4"
nut
driver
5/16”
nut
driver
11/16”
nut driver
Small
adjustable
crescent
wrench
2.4mm
flathead
screwdriver
T25H
security
screwdriver
Zip
ties
and
snips
Bill Acceptor
X
X
Credit Card Reader
X
X
Driver’s License Camera
X
Top Image Camera
X
X
X
Touchscreen
X
X
(early units)
X
IO Controller
X
X
Lock dispenser
X
Microphone
X
Speaker/amplifier
X
X
X
X
X
7-Port Hub
X
X
PC
X
X
Cooling Fan
X
X
Power supply
X
X
X
Power Strip
X
X
Power Cycle/Hard Reset
X
Restock the Kiosk (all models except 120)
Except for the compact model 120, all kiosks print receipts and dispense locks. Printer
paper (ordered from OpenTech) and locks (ordered from your preferred vendor) are
restocked by you, so we advise having extras on hand. The kiosk will send an email
notification when it runs out of locks but that is not the case for receipt paper. Make is
a practice to check regularly and keep your kiosk well-stocked.

Kiosk Manager’s Guide: 20 Series
Go to Table of Contents 1/14/2022 V1.01 |Pg. 16
Install Printer Paper
When your kiosk’s printer runs out of paper, it’s easy to replace. Remove the empty
spool and follow these simple instructions with a new roll:
•Keep the roll tightly wound
•With the printer powered on, position the roll in the paper tray so the paper
feeds up from the back and push the paper into the gap circled in red (shown
below) – the printer will automatically pull the paper through and feed a few
inches out the front
•Tear off the excess paper from the front of the dispenser and your kiosk is
ready to print (you will never have to replace ink for this thermal printer)
Reload the Lock Dispenser
Keep extra locks on hand so you’ll be ready to reload as needed. Locks must fit
comfortably in the vending coils. If you repackage locks to fit, do that first and be
sure the boxes are taped shut (to avoid having the keys fall out and end up in the
bottom of the kiosk).
Tip
Contact Us to order printer paper directly from OpenTech. A regular roll is 200 feet, which can print a
lot of receipts, but if you make it a practice to reorder when you only have one roll left and you’ll
never have to worry about running out or paying for expedited shipping.

Kiosk Manager’s Guide: 20 Series
Go to Table of Contents 1/14/2022 V1.01 |Pg. 17
Model 220 and Model 720 hold 5 locks; Model 920
holds 10. When it’s time to reload, here are the steps:
•Grab the new locks and your kiosk key
•If your kiosk dispenses more than one type of
lock, confirm the configuration so you put the
right locks in the right slots
•Unlock and open the kiosk and locate the lock
dispenser (you’ll easily spot the coils)
•Load from the front coil (facing you) because an
empty front coil means no lock will be dispensed
•To prevent the locks from getting hung up, seat
them properly and not at an angle
•Confirm all locks are properly situated, then
close and lock the kiosk
If you are unsure of these steps or have questions, Contact Us for assistance.
A Note about On-Site Kiosk Testing or Training
At present, there is no “Demo Mode” for testing or training on a 20 Series Kiosk. Any
information or payment that is entered into the kiosk is treated as ‘real’ information and
will show as such in all reporting.
If you need test a function – or want additional training – please Contact Us with your
questions.
Kiosk Reports
From accounting for the cash in the kiosk to understanding how your kiosk is being
used, to viewing your tenants prospects when they use the kiosk, reports can give you
all the information you need to maximize its features. There are two places to find
reports: at the kiosk and in OpenPortal.

Kiosk Manager’s Guide: 20 Series
Go to Table of Contents 1/14/2022 V1.01 |Pg. 18
Reporting from the Kiosk
There is one report issued directly from the kiosk:
Cash Out
For accurate accounting, run this report every time
you empty the kiosk of cash. Just grab your kiosk key
and log in to the Admin Console (if you need
instructions click here).
Clicking the Cash Out tab and then the Cash Out
button does two things:
•Triggers the printer to issue a receipt that
reports the amount of cash recorded by the
kiosk since the last reset
•Resets the cash counter to zero
Reporting from OpenPortal
Other than Cash Out, all kiosk reports are run from OpenPortal. This is the platform
where your facility information was originally entered for our storage counselors (for
Live Help) and where you can retrieve data about the kiosk’s usage.
Note: OpenPortal was designed to work with the Internet Explorer (IE) browser. Although IE is expiring,
it still is installed on many computers Windows (type IE into your desktop search bar). For the best
functionality, we recommend using IE 11, or Microsoft Edge (in Internet Explorer Mode). There are
multiple sites online that can instruct you how to enable IE Mode on the Edge browser.
Tip
Run the Cash Out Report every time you remove cash, or the report will not agree with the amount
of cash you remove.

Kiosk Manager’s Guide: 20 Series
Go to Table of Contents 1/14/2022 V1.01 |Pg. 19
Logging in
Log in at https://portal.opentechalliance.com. If you don’t know your username and password,
contact your supervisor or your OpenTech Customer Success Manager (find CSM contact
information here).
Select a Report
On the main screen, hover your mouse over
the REPORTS tab, select INSOMNIAC KIOSK
and click on the report you want to run. Here
are reports you can run for your 20 Series
Kiosk:
AT A GLANCE – See an overview of all
interactions at a specific kiosk
AUTOPAY – Get a list of tenants who signed
up for autopay at selected kiosks
CASH HISTORY – See a list of cash accepted
by selected kiosks, broken down by
denomination
ESCROWED CASH – Show cash allocated to
escrow (not to a tenant account) at selected kiosks
FAILED LOGINS – See names of users who failed to log in to an existing account at selected
kiosks
INSURANCE SALES – Create a list of tenants who purchased insurance at selected kiosk
LEASE HISTORY – Show rentals done on selected kiosks, with links to viewable photos, videos,
and leases (depending on your setup)
PAYMENTS – Show payments taken at selected kiosks, with links to videos
PAYMENT STAT EXPORT – Create a spreadsheet of payments made at all kiosks belonging to
an account
UNITS TO UNLOCK – Create a list of available units at a specific facility, in preferred order of
rental, so managers can ensure the units are unlocked and ready for kiosk after-hours rental.
VENDING – See a list of all lock purchase attempts (complete and incomplete) at selected
kiosks

Kiosk Manager’s Guide: 20 Series
Go to Table of Contents 1/14/2022 V1.01 |Pg. 20
WALK AWAYS – Show interactions at selected kiosks where the tenant “walked away” without
completing a transaction, with links to videos
Note: If you have any questions about OpenPortal reports or Live Help from our call center
counselors, just click on Request Support on any OpenPortal page (shown above) and fill out a
request form. Your ticket will be immediately generated and sent to the correct department for
response. And you can always Contact Us directly.