This article outlines error messages or issues that may be encountered when using a tablet. 

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This instruction applies to the following RIW System User Roles: 

• Employer Administrator (Premium Functionality Employer)
• Employer Administrator (Premium Functionality Employer) - No Payment
• Employer Administrator (Premium Functionality Employer) - Read Only
• Employer Administrator
• Employer Administrator - No Payment
• Employer Administrator - Read Only
• Advanced Project Administrator
• Project Administrator
• Site Administrator
• myRIW - RIW Cardholder

Tablet Arrived Damaged

Contacting the Service Desk

Upon unpacking the tablet is appears to be damaged, please maintain the packaging and contact the RIW Service Desk on 1300 101 682 or raise an RIW Hardware Technical Support Service Request at https://www.riw.net.au/contact-us/request-a-service/ by selecting category & sub-category mentioned in the below screenshot:

Turning a Tablet On & Off

Unlocking the Tablet Casing

With the supplied key, unlock the tablet case. The key should fit the lock situated on the left-hand side of the unit.

Lift the top left-hand corner of the casing

Lift this section of the casing to access the on/off power button of the tablet.

Locate and press the on/off button

Locate the button with your finger and press securely.

Tablet Camera Showing Unclear Image

Dirty/Dusty Lens

Check that the camera lens is unobstructed.  Clean with a microfiber cloth if necessary.

Tablet No Internet connection

Check the Connectivity Type

Check if the tablet is connected to the Internet by:

• Mobile Network Dongle
• Internal WI-FI Connection

Mobile Network

Check that the power light is illuminated on the mobile network dongle.  If it is not illuminated and the tablet has power, please contact your mobile provider.  Also if there other devices in the vicinity that are data connected to the same mobile network, check if they are operating on the internet.

 

WI-FI Network

Check if any other devices that are connected to the Wi-Fi network have connectivity.  If you are concerned that the Wi-Fi network is not operational, please contact your IT Department for a status update on your Wi-Fi service.

 

Items moving on Tablet screen automatically

Technical Support Intervention

Is there a TeamViewer dialogue box in the lower right-hand corner of the screen?  If so, this indicates that a technical support team member has remotely accessed your tablet for maintenance/update.

 

Tablet Restarted Automatically

Microsoft Windows Update

The tablet may restart automatically after a Microsoft Windows update.

 

Technical Support Restart

A technical support team member may restart the tablet after a software update.

JavaScript Error Message

Contact the Service Desk

If the tablet is displaying a JavaScript error message,  please contact the Service Desk on 1300 101 682 or raise an RIW Hardware Technical Support Service Request at: https://www.riw.net.au/contact-us/request-a-service/..

 

Tablet Database Sync Error

Contacting the Service Desk

If a database sync error message appears, please contact the Service Desk on 1300 101 682 or raise an RIW Hardware Technical Support Service Request at: https://www.riw.net.au/contact-us/request-a-service/.

Tablet Screen Frozen on Startup

The touch screen of the tablet will not respond if any moisture is present.  If you detect any moisture on the screen, dry with a microfibre cloth.  Do not use the screen with wet hands as this will cause the screen to be unresponsive.

Moisture on the Screen

If there is any moisture on the screen, please clean the screen with a mircofibre cloth, completely drying the screen.

Wet Hands

Make sure that your hands are dry prior to using the tablet touch screen.  If you have recently washed your hands or applied hand sanitiser, wait until your hands are dry before operating the tablet touch screen.

Screensaver Showing

Software Configuration Issue

The screen saver screen is displaying due to a software configuration issue.  This will need to be reported to the RIW Service Desk  on 1300 101 682 or raise a Service Request at: https://www.riw.net.au/contact-us/request-a-service.

Slow Response

Unstable or Slow Internet Connection

Check response time of your internet connection.  This can be done by monitoring the response time of your tablet with other devices that are connected to the same internet network.  Please note that your tablet will be connected to the internet by either:

• WiFi connection to your organisation's internet network (via a internet router)
  
• Mobile network connection via a supplied dongle

If your tablet is connected to your organisation's internet network and you are concerned that the connection is not stable/slow, please report the issue to your internal IT Help desk.

For full documentation on troubleshooting internet issues on Tablets, click here.

Tablet Under Maintenance

Internet Connection

This error message appears when the tablet has not had an internet connection for over 72 hours.

For full documentation on troubleshooting internet issues on Tablets, click here.

RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000232145

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