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Kiosk Error Messages
This article outlines error messages that may be encountered when using a kiosk/tablet.
TABLE OF CONTENTS
- Sign In / Sign out Errors
- Breathalyser Failure
- Visitor Error Messages
- Kiosk Maintenance
- Kiosk Preparing in Background (Longer than 15 minutes)
- Generic Microsoft Windows Notification
- Kiosk Under Maintenance
This instruction applies to the following RIW System User Roles:
- Employer Administrator
- Employer Administrator - No Payment
- Employer Administrator - Read Only
- Advanced Project Administrator
- Project Administrator
- Site Administrator
- myRIW - RIW Cardholder
Sign In / Sign out Errors
When using a Kiosk solution, an RIW cardholder may be presented with sign in (Access Denied) or sign out error messages.
Please see below for possible scenarios:
No Current Employer
To have authority to work using an RIW card, an RIW cardholder must have a Primary Employer designated in the RIW System.
Solution: Advise the RIW cardholder to ask their primary Employer to send them an employment request in the RIW System and ensure that they have accepted the request via their myRIW account prior to attempting to access site again.
National or Network block exists
A National or Network block has been placed on the RIW cardholder's profile. This could be due to a number of reasons, including a failed D&A results, failure to comply to a Network Operators procedures or a serious safety breach etc.
Solution: The RIW cardholder or their Employer is to contact the relevant Network Operator to determine reason for block.
Site Block Exists
A site block may exist due to a non-negative Breath Alcohol Check result.
Solution: If a confirmatory test shows the RIW cardholder had a confirmed negative Breath Alcohol Check result, then the site block may be removed by the Employer, Project or Site Administrator for the site.
Cardholder Subscription Expired
A RIW cardholder must maintain a current annual cardholder subscription in the RIW System.
Solution: The cardholder should contact their primary employer to ensure payment of the cardholders annual subscription is paid.
RIW Card Cancelled
An RIW card may be cancelled for a number of reasons, including it being lost, or at the request of the cardholder.
Solution: RIW cardholder to contact their Primary Employer to determine the cancellation reason and potentially re-issue a new card.
RIW Card Expired
RIW cards have a lifespan of 5 years, after which they will expire and a replacement card will be required.
Solution: Request that the cardholder contact their primary employer to re-request issue of a new RIW card. Note: an automatic reminder will be sent 12 weeks prior to card expiry.
Swipe Out Error
In this scenario
- A swipe in record could not be located for the RIW cardholder, or
- The RIW cardholder did not swipe in
Solution: If a swipe record is required, contact the Site Controller for further direction.
Swipe Submission Failed (Server Error Encountered)
A swipe out record could not be recorded within RIW, there may have been a server issue.
Solution: The cardholder should try and swipe out again and if the error persists, contact RIW Service Desk for support.
This error is seen when a visitor is trying to swipe out from a site without being signed in for that site.
Solution: The cardholder must swipe into site first. If a swipe record is required, contact the Site Controller for further direction.
Kiosk Under Maintenance
This message implies that the device has not had internet for over 72 hours.
Confirm this by checking the top right hand corner wifi symbol and then router/network on site.
Solution: Restart the kiosk/tablet and ensure that it is connected to the internet at startup
Database Sync Error
This message implies that the device could not connect to a network upon restarting. Most likely, if your device is connected to a modem/router directly you may experience this issue if the internet does not connect before the application launches. MTA currently deploys a delay to the application in order to minimise this issue to ensure ample time for internet to connect. Follow steps below first, if issue persist contact MTA support.
For a more detailed guide, click here.
Solution: Relaunch the kiosk or contact the Service Desk
Preparing kiosk in background
This screen indicates the application has been restarted and is preparing to be launched. This also indicates that the system is downloading 72 hours worth of data to support ‘offline mode’.
Solution: In the event this screen is still showing after 10 minutes could indicate a disruption in network to the kiosk. Please ensure that the kiosk/tablet has a solid internet connection during this process.
Unstable or Degraded Internet Connection
The kiosk preparing in the background while starting up is a sign that the internet connection is unstable or degraded.
For an Internet Connection troubleshooting guide, click here.
Microsoft Windows Prompt Dialog Box
This error message appears when the kiosk has not had an internet connection for over 72 hours.
For troubleshooting Kiosk Internet Connection Issues, click here.
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