Kiosk Printer Troubleshooting Guide

TABLE OF CONTENTS


Please use this troubleshooting guide if you are experiencing issues with a Kiosk printer.  If the issue is unable to be resolved by following the steps below, please submit a Service Request for Kiosk Maintenance.


Kiosks are installed with a Citizen CL-S400DT Thermal Label and Barcode Printer with an accompanying Auto Cutter.  Images of the unit are found below:


Printer Front View
  • Power on/off switch is found on the front of the unit.
Printer Back View
  • Power in cable socket (large socket).
  • USB in.
Printer Top View
  • LCD status screen will display errors if the power LED is red.
  • POWER LED is found on the bottom left of the LCD status screen (circled).

Printer User Manuals

Printer user manuals can be found at the end of this article.

  • Refer pages 51-53 of the Citizen CL-S400DT Thermal Label and Barcode Printer User Manual for troubleshooting tips.
  • Refer page 15 of the Citizen CL-S400DT Auto Cutter User Manual for troubleshooting tips.


Common issues


Paper jam?

  • Press grey button to open lid.
  • Check roller to see if sticky, and if so, clean.
  • Ensure paper is aligned correctly by using the black paper guides to move the roll from left to right.


Printer light flashing red?

  • When an abnormal condition is detected with the printer, an alarm sounds and the POWER LED lights up (red) to indicate the type of error.  The LCD screen will indicate the error message.
  • Please refer to page 20 of the Citizen CL-S400DT Thermal Label and Barcode Printer User Manual to identify the error and the appropriate resolution.


Printer cables connected?

  • Ensure power cable at the rear of the printer is firmly in place.
  • Ensure power cable is firmly connected into the power board.
  • Ensure USB cable at rear of the printer is firmly in place.
  • Ensure USB cable is connected firmly into the PC.


Printer out of paper?

  • Check paper roll. Is it out of paper?  If so, press grey button to open lid and change the roll.
  • Ensure the roll is lined up correctly by using the black paper guides to move the roll from left to right.  Refer to the Citizen CL-S400DT Thermal Label and Barcode Printer User Manual for further instructions.


Still not working?

  • Restart the kiosk by powering the PC off by pressing the blue power button located at the front of the PC. Wait 30 seconds and power PC back on.  Check printer to see if this resolves the issue.
  • If the printer is still not functioning after attempting the troubleshooting tips above, please raise a Service Request for Kiosk Maintenance.
















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Kiosk Camera Troubleshooting Guide

TABLE OF CONTENTS


Please use this troubleshooting guide if you are experiencing issues with a Kiosk camera.  If the issue is unable to be resolved by following the steps below, please submit a Service Request for Kiosk Maintenance. 


Kiosks are installed with a Logitec HD Pro C920 Webcam.   An image of the unit is found below: 



User Manual

A user manual for the camera can be found at the end of this article.


Common Issues

Camera not functioning?

  • Is the USB cable plugged into the PC?
  • Is anything blocking the camera?


Still not working?

  • Restart the kiosk by powering the PC off by pressing the blue power button located at the front of the PC. Wait 30 seconds and power PC back on.  Check camera to see if this resolves the issue. 
  • If the camera is still not functioning after attempting the troubleshooting tips above, please raise a Service Request for Kiosk Maintenance.



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Kiosk Touchscreen Troubleshooting Guide

TABLE OF CONTENTS


Please use this troubleshooting guide if you are experiencing issues with a Kiosk touchscreen.  If the issue is unable to be resolved by following the steps below, please submit a Service Request for Kiosk Maintenance. 


Images of the touchscreen


Screen Front
Screen Back
Controls - power on/off, menu etc.
Screen Side
Screen Underneath
Red - VGA cable IN
Purple - Power IN
Green - USB IN

Screen Brackets
Power Cable
The highlighted end connects to the power adaptor
Power Adaptor
The red end connects to the power cable.
The green end connects to the power IN under the screen.
VGA Cable
Connects from touchscreen to PC

    


Troubleshooting Tips


If the touchscreen is not functioning optimally, please check the following:

  • Is the touch screen dirty/greasy and require cleaning?
  • Is the USB firmly connected underneath the screen?
  • Is the DVI cable firmly connected underneath the screen?
  • Is the power cable firmly connected underneath the screen?
  • Is the power converter firmly connected to the power cable?
  • Is the HDMI cable firmly connected to the PC?
  • Is the USB cable firmly connected to the PC?
  • Is the power cable firmly connected to the power board?


Still not working?

  • Restart the kiosk by powering the PC off by pressing the blue power button located at the front of the PC. Wait 30 seconds and power PC back on.  Check touchscreen to see if this resolves the issue. 
  • If the touchscreen is still not functioning after attempting the troubleshooting tips above, please raise a Service Request for Kiosk Maintenance.

    

    


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Kiosk Troubleshooting Guide




Please use this troubleshooting guide if you are experiencing issues with a Kiosk.  If the issue is unable to be resolved by following the steps below, please submit a Service Request for Kiosk Maintenance. 


Common Issues


Kiosk not responding? 

  • Restart kiosk – Power PC off by pressing the blue power button located at the front of the PC. Wait 30 seconds and power PC back on.
  • No network?  Restart all sources of network hardware (router/modem etc.) and check if power is running on devices.
  • Ensure all cables to the PC and power board are firmly in place. These could have dislodged due to transit or vibrations on site.
  • Check power to the outlet (powerpoint) or before the outlet is cut (due to outage, power surge etc.)


Connection issues?

  • Is the kiosk connected to the Wi-Fi network? The Wi-Fi symbol in the top right corner of the screen will determine network connectivity.
  • Is the network cable connected to the PC?
  • Is the router functioning?
    • What lights are flashing?
    • What colour (green is active and red is inactive)
  • Is the network down?
  • Has power been cut tot he network / modem / router? (ie. lights are off)


PC not functioning?

  • What colour are the LED lights on the PC?
    • Blue - All is okay
    • Orange flashing - motherboard is faulty
    • Red - onboard power is dead


NOTE: If the lights are showing orange or red, then a replacement PC may be required.



Still not working?

If the kiosk is still not functioning after attempting the troubleshooting tips above, please raise a Service Request for Kiosk Maintenance.



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Kiosk Scanner Troubleshooting Guide

This troubleshooting guide can be used if a site is experiencing issues with a Kiosk scanner. 


TABLE OF CONTENTS


Scanner images


Scanner
Power cable in
Scanner
USB connection to PC


Common Issues

Image scanner not scanning?

If a scanner is not scanning RIW cards, it could be that the scanner has gone into hibernation mode, that there is inadequate light available or that the QR code might be unable to be scanned due to damage.

  • Check whether there is sufficient light available to read the QR code.
  • Check whether the QR code attempting to be read is not damaged and clearly discernable.
  • Look at the scanner and confirm if there are any lights on (white lights)?
  • If all lights are on and the QR code is still not being read, it may imply the scanner is hibernating.
  • Open the kiosk door and unplug / replug the scanner from the scanner head, and check whether the USB is also firmly connected to the PC. You should hear 3 beeps as the scanner restarts and connects.
  • Try to scan the QR code again.


NOTE: Windows 10 has reported issues with scanners moving into hibernation mode if not used regularly. MTA will work to update the device to minimise this issue occurring if reported.



Still not working?

  • Restart the whole Kiosk by powering the PC off by pressing the blue power button located on the front of the PC. Wait 30 seconds before powering the PC back on.  Check scanner to see if this resolves the issue. 
  • If the scanner is still not functioning after attempting the troubleshooting tips above, please raise a maintenance request by going to the RIW BOT located in the bottom right hand corner of the RIW website
  • When the BOT appears, please choose the Service Requests menu item, enter in your contact details and then choose the Hardware Maintenance Request option when prompted. Complete the request and submit for action by the RIW Service Desk.



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How to configure and maintain a Kiosk or Tablet in the RIW System


This article demonstrates how to configure a kiosk or tablet solution in the RIW System.  Kiosks or tablets can be configured by the RIW Service Desk, an Employer Administrator (where they are the Contractor in Charge for a Project), an Advanced Project Administrator, Project Administrator and Site Administrator.


Step 1

Go to https://app.riw.net.au and login using your credentials.


Step 2

Go to the Administration tab and select the Kiosk icon.



Step 3

A list of existing Kiosks at sites linked to the Project(s) accessible by your user role will be displayed. 

From this screen, you can View or Edit an existing Kiosk or Add a new one.


 



Step 4

To add a new Kiosk, click on the Add button.


Give the Kiosk a Name. This should be unique and clearly identify the individual kiosk (this name will appear in swipe reports). Note that there is a 20-character limit for the name.


Assign this Kiosk to an existing site (start to type the name of an existing site in the Site Name box and select the relevant one from the list displayed). 


Type in a specific Description (it may be helpful to described the kiosk location in more detail (e.g. 2nd Kiosk on Left – Gate 4) to help identify it if maintenance/support is required or the kiosk is to be relocated. Otherwise leave it blank and the description will be automatically filled with the Kiosk name.


Once added, please contact the RIW Service Desk on 1300 101 682 to request the kiosk be validated and assigned a specific client ID and password for kiosk configuration/installation. These details are shared between the RIW system and kiosk manufacturer direct.


Once a Kiosk has been created, the record can be edited by updating the Site Name and Description, which is useful if, for example, the Kiosk is moved to another site.  No further configuration is required when moving a kiosk unit.


Step 5

The next step is to configure the Kiosks installed at each site. Go to the Administration tab and select the Site tab. 


Select the relevant Site from the list displayed and click Edit.


Step 6

Select the Kiosks tab.

On this screen the following criteria can be set:

  • BAC Percentage: the percentage of BAC tests required (enter number between 0 and 100). 

Examples: If 100 is entered, every cardholder swiping in will be require a BAC test each time they swipe in; if 50 is entered, there will be a 50% chance of a cardholder being prompted to complete a BAC test on swipe in.

  • BAC Test Required for Rail Workers: tick this flag if cardholders who hold a valid Rail Corridor Access job role for the defined Network) are to be tested. The number of cardholders to take a BAC test is then calculated using the BAC Percentage set.
  • BAC Test Required for Non-Rail Workers: tick this flag if cardholders who do not hold Rail Corridor Access job role are to be tested. The number of cardholders to take a BAC test is then calculated using the BAC Percentage set.

The Rail vs Non-Rail status of a cardholder is determined based on whether they hold the Rail Corridor Access Job Role defined for the Network of the Site (see Note 4 Below).


Step 7

Click on the Contacts tab.



Up to contacts per site can be added by:

  • searching for an existing RIW cardholder (whose Primary or Secondary Employer is the Contractor in Charge of the selected site) using the Search function and selecting the relevant cardholder from the list presented, then clicking Save


or

  • adding the name, email address and contact number in free text and clicking Save.



Step 8

Contacts will be displayed in the Site Contacts summary list and can be edited or deleted when required.


When editing a contact who is an existing RIW cardholder, only the email address and contact number can be amended, and any changes made to these details will automatically update the cardholder's RIW profile. Deleting a RIW cardholder from the contacts list will not delete the cardholder's profile from the RIW database.


Important notes


Note 1

A successful swipe in at a Kiosk site will automatically swipe out the cardholder from any other site they are currently swiped into, irrespective of the original method used for swiping in the cardholder.


Note 2

When a cardholder is denied a swipe in due to a non-negative BAC test result, an SMS and/or email to this effect will be sent to all Kiosk contacts at the site where the failure was recorded. The cardholder will also be automatically blocked from the site. Such blocks can only be lifted manually by a user with the relevant permission, i.e. a subsequent negative BAC test result will not lift the block automatically. 


Non-Negative BAC test results are recorded on the Swipes tab as Kiosk Access Denied with the Deny Reason BAC Test Non-Negative.


Note 3

Kiosk Breathalyser (BAC) test results are recorded on the cardholder's profile under the D&A Screenings tab as follows:


Field 

Value 

Examination Date 

Populated from API

Expiry Date 

Blank 

Authorised Tester Name 

“Kiosk Breathalyser Integration” 

Sample Reference Number 

Blank 

Test Type 

Alcohol Breath Test 

Test Reason 

Site Requirement 

Drug Test Result 

No Test Required 

Alcohol Test Result 

If API “Result” is TRUE, set to “Negative”.
 If API “Result” is FALSE, set to “Non-Negative”.  

Notes 

Blank 

Kiosk ID

Passed in token for API


The test certificate can also be viewed via the View icon:



Note 4

The definition of a Network has been updated with a new field to allow a Rail Corridor Access Job Role to be searched for and selected from any Network Job Role for the defined Network.



The job role selected will then be used as part of the calculation to determine the Rail/Non-Rail status of a cardholder, as described in Step 6 above.


Note 5

Swipe events recorded at Kiosks are displayed on the RIW Swipes tab as highlighted in the screenshot below:






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User Guide for Kiosk & Tablet Lite

Please find below the User Guide for Kiosk & Tablet Lite.




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Kiosk error message - Database Error Sync: Please, relaunch the kiosk or contact Tech Support to fix the database

Error MessageDatabase Error Sync: Please, relaunch the kiosk or contact Tech Support to fix the database


This message implies that the Kiosk could not connect to a network upon restarting. 


Most likely, if the Kiosk is connected to a modem/router directly, this issue may present if the internet does not connect before the application launches. 


The system currently deploys a delay to the application in order to minimise this issue to ensure ample time for the internet to connect. 


To rectify the issue, follow steps below first.  If issue persist contact the RIW Service Desk for support.

 

Troubleshooting steps

  • Open Kiosk door 
  • Restart PC device (little black box inside kiosk – button should be on the side)
  • Wait for device to restart and launch     
  • Confirm network is still available (check router lights are flashing green)
  • Check to see if database error sync is resolved.

 

NOTE: Avoid restarting the kiosk directly from the powerpoint, which will also restart the router.  Routers can sometimes take up to 10 minutes to connect.


Still not working?

  • Please raise a request for maintenance by going to the RIW BOT located in the bottom right hand corner of the RIW website
  • When the BOT appears, please choose the Service Requests menu item, enter in your contact details and then choose the Hardware Maintenance Request option when prompted. Complete the request and submit for action by the RIW Service Desk.




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Kiosk error message - Preparing kiosk in the background: Please wait…

Error MessagePreparing kiosk in the background: Please wait…


This message implies that the Kiosk application has been restarted and is preparing to be launched. In the event this screen is still showing after 5 minutes, it may indicate a disruption in the network to the kiosk.


To rectify the issue, follow steps below first.  If issue persist contact the RIW Service Desk for support.

 

Troubleshooting steps

  • Open Kiosk door 
  • Restart PC device (little black box inside kiosk – button should be on the side)
  • Wait for device to restart and launch     
  • Confirm network is still available (check router lights are flashing green)
  • Wait 5 minutes to see if the error message is resolved.

 

NOTE: Avoid restarting the kiosk directly from the power point, which will also restart the router.  Routers can sometimes take up to 10 minutes to connect.


Still not working?

  • Please raise a request for maintenance by going to the RIW BOT located in the bottom right hand corner of the RIW website
  • When the BOT appears, please choose the Service Requests menu item, enter in your contact details and then choose the Hardware Maintenance Request option when prompted. Complete the request and submit for action by the RIW Service Desk.

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Kiosk error message - Kiosk Under Maintenance – Please contact an Access Controller for site entry

Error MessageKiosk Under Maintenance - Please contact an Access Controller for site entry


This message implies that the Kiosk has had no internet connective for over 72 hours.  To confirm this, check whether the WIFI symbol in the top right hand corner of the screen is active or not active.


To rectify the issue, follow steps below first.  If issue persist contact the RIW Service Desk for support.

 

Troubleshooting steps

  • Check that the router / network on site is functioning correctly.  If so, then:
    • Open Kiosk door 
    • Restart PC device (little black box inside kiosk – button should be on the side)
    • Wait for device to restart and launch     
    • Confirm network is still available (check router lights are flashing green)
    • Check to see if the error message is resolved.

 

NOTE: Avoid restarting the kiosk directly from the powerpoint, which will also restart the router.  Routers can sometimes take up to 10 minutes to connect.


Still not working?

  • Please raise a request for maintenance by going to the RIW BOT located in the bottom right hand corner of the RIW website
  • When the BOT appears, please choose the Service Requests menu item, enter in your contact details and then choose the Hardware Maintenance Request option when prompted. Complete the request and submit for action by the RIW Service Desk.

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