How does a cardholder sign in and sign out of an RIW Kiosk or Tablet?


This article will detail how a RIW cardholder can sign in to a kiosk on site.


Step 1: Sign In 

To sign in, tap the RIW Sign-In tile on the Kiosk home page.




Step 2: Scan card

Place RIW card, front side up, in the card scanner.  If the cardholder does have their card, they can use the Forgotten Card function detailed at Step 13.



Step 3: Identity Confirmation

Confirm your identity by tapping on the Yes button.



Step 4: Thermal Screening (where enabled)

If thermal screening is enabled on the kiosk, a temperature will be taken.  The cardholder must align their face before a reading is captured.  If an abnormal temperature is detected, an email is sent to the designated site contact for further follow up.



Step 5: Site Induction or Site Briefing

If a site induction or a site briefing needs to be delivered to the cardholder prior to signing in, the cardholder will be presented with the content.  Click the forward and back arrows to progress.




Step 6:Breathalyser

If a Breathalyser unit is installed, you may be prompted to take a straw and place it in the Breathalyser unit, breathing as instructed.



Step 7: Breathalyser Approval

If the Breathalyser value returns as ‘0.000’, the Breathalyser result is approved



Step 8: Breathalyser Test Failure

If the Breathalyser value returns more than ‘0.000’, the Breathalyser result has failed. At this point, a notification will be sent to the designated site contact and the cardholder will be blocked from entering site pending confirmatory testing.



Step 9: Employer and Job Details

On the next screen, the cardholder must select their employer and job role from the available dropdown options. Click submit.



Step 10: Employer and Job Details - Confirmation

The cardholder is to Confirm the chosen Employer and job role.



Step 11: Employer and Job Details - No Access

If there are any issues with the cardholder or requirements of the site the cardholder can not meet, the following error messages may appear.


No Current Employer



To have authority to work using a RIW card, a RIW cardholder must have a Primary Employer designated in the RIW System.

 

Solution: Advise the RIW cardholder to ask their Employer to send them an employment request in the RIW System


National or Network Block Exists




A National or Network block has been placed on the RIW cardholder. This could be due to a number of reasons, including a failed D&A results, failure to comply to a Network Operators procedures, serious safety breach etc.

 

Solution: The RIW cardholder or their Employer to contact the relevant Network Operator to determine reason for block.


Site Block Exists



A site block may exist due to a non-negative Blood Alcohol Check result.  

 

Solution: If a confirmatory test shows the RIW cardholder had a negative Blood Alcohol Check result, then the site block may be removed by the Employer, Project or Site Admin for the site.   



Cardholder Subscription has Expired



A RIW cardholder must maintain a current annual cardholder subscription in the RIW System.

 

Solution: The cardholders primary employer to ensure payment of the cardholders annual company 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: Contact the RIW Service Desk on 1300 101 682 or info@riw.net.au to determine cancellation reason and re-issue.


RIW Card Expired



RIW cards have a lifespan of 5 years.

 

Solution: 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

  1. A swipe in record could not be located for the RIW cardholder, or
  2. The RIW cardholder did not swipe in

 

Solution: If a swipe record is required, contact the Site Controller for further direction.


Expired Visit



This error is seen when a person is trying to swipe out from a site without been 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


Step 12: Access Granted

Access is now granted and a badge will be printed for the cardholder.



The badge.



Step 13: Forgotten RIW Card

If the cardholder does not have their RIW card available, then the cardholder can click the Forgotten Card button on the sign-in screen.




Step 14: Remember RIW Card number?

A pop up window will appear asking if you know your RIW number. Choose Yes or No.



Step 15: Remember Number

If Yes, enter your RIW card number and Date of Birth. If No, enter First name, Last Name and Date of Birth

 

Click submit when complete and follow the preceding sign-on instructions to choose employer and job role.





RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000154979




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How does a company add and configure a Kiosk or Tablet in the RIW System?


This article details 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.



This instruction applies to the following RIW System User Roles:

  • Advanced Project Admin
  • Employer Admin
  • Employer Admin - No Payment
  • Helpdesk
  • Project Admin
  • Site Admin


Step 1: Log in to the RIW System

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


Step 2: Go to Kiosk

Go to the Administration tab and select the Kiosk icon.



Step 3: View or edit kiosks

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: Add kiosk

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: Configure kiosk to site

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: Set kiosk parameters

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: Assign site contacts for kiosk

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: View summary of site contacts

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:




RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000074687


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How to place a kiosk into evacuation mode


This article details the steps required to place a site managed by an RIW System enabled kiosk into evacuation modeWhen a site is placed into evacuation mode, a notification (email/SMS) is broadcast to all swiped-in cardholders, directing them to the designated evacuation / muster point. This mode also prevents new cardholders or visitors from signing into a site through the kiosk once it has been placed in evacuation mode.


For sites that have more than one kiosk or tablet, all units will be placed into evacuation mode simultaneously, as this function is performed in the RIW System and not on the kiosk itself.


When a kiosk is placed into evacuation mode, all turnstiles and transient points will provide free access (no authority to work check or scanning of RIW cards is required) for workers to exit the site and emergency services to enter the site.


This instruction applies to the following RIW System User Roles:

  • Advanced Project Admin
  • Project Admin
  • Site Admin


Step 1: Log in to the RIW System

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


Step 2: Administration tab

Click on the Administration tab.



Step 3: Site icon

Click on the Site icon


Step 4: Identify site

Highlight the site and click on the Edit button.




Step 5: Kiosk tab

Click on the Kiosk tab located on the left hand side of the screen.




Step 6: Site status

Set the Site Status to Evacuation Mode and confirm by clicking the OK button on the Evacuation Mode dialogue box .




Step 7: Save change

Click the Save button to send the SMS and Email messages to all swiped-in workers on the site.


Once the site has been placed into evacuation mode, the Kiosk will also display the following notification on screen, preventing cardholders and visitors from swiping in to site. This screen will remain in place until the site is returned to Open mode.



Step 8: Muster list

To check cardholders and visitors at the emergency assembly point, a Muster List can be produced.  For instructions on how to run a Muster List, please refer to instructions at How does a company manage a muster list?


Step 9: Remove evacuation mode

To remove the site from Evacuation mode, return to the Site screen described in Step 6, and change the Site Status to Open. The warning message will be removed from the Kiosk screen, allowing cardholders to swipe in/out of site.



RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000157682




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How does a company add and configure kiosk safety briefings?


Safety briefings are information that supports safe working of a site.  Briefings are delivered to cardholders as they swipe in at a site RIW System enabled Kiosk or Tablet Solution.  Safety briefings can be added and configured to be delivered to cardholders over a period of time.



This instruction applies to the following RIW System User Roles:

  • Advanced Project Admin
  • Employer Admin
  • Employer Admin - No Payment
  • Project Admin
  • Site Admin


Step 1: Log in to the RIW System

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


Step 2: Administration tab

Click on the Administration tab which appears on the top of the screen.



Step 3: Briefing shortcut

Click on the Briefing shortcut.



Step 4: Create a new briefing

Click on the Add button to create a new briefing



Step 5: Briefing details

Complete the new briefing details:


  • Name: Name the new briefing
  • Category: Safety Briefing is the only category
  • Specific To: Select whether the briefing is specific to the network, a project or to a site.
  • Content: Upload a PDF file with the briefing material by clicking on the Browse button and locating the file on your PC/device.


Note: As the kiosks have a landscape screen orientation it is recommended that all content be produced in landscape orientation to better align with this and improve readability.



When all the fields are completed, click on Save.  



Step 6: Configure the briefing

Click on the Administration tab which appears on the top of the screen.



Step 7: Site tab

Click on the Site shortcut.



Step 8: Site listing

A list of sites will appear.  Highlight the site that the briefing is for and click on Edit.



Step 9: Briefing tab

Click on the Briefing tab, then click the Add button.



Step 10: Add briefing

Complete the Add Briefing box:


  • Briefing: Start typing the name of the briefing and the a drop down will appear for selection.  If you can’t remember the exact name of the required briefing, to display a list of all briefings applicable to the site you are defining, click in the Briefing text box and add a space.
  • Is Active: The Is Active check box must be ticked for the Safety Briefing requirement to be enforced from the Start Date
  • Start Date: Is the date the briefing will appear on the kiosk for cardholders
  • End Date: Is the date the briefing will cease to appear for cardholders


Click on the Save button.


IMPORTANT NOTE: When a safety briefing is first added to the RIW System following this process, there may a short delay of up to 30 minutes while the safety briefing is synced to the Kiosk. During this syncing period, cardholders will be unable to view the briefing and will be provided a Kiosk onscreen message requesting them to try again in 10 minutes or to contact an Access Controller for site access.



The site safety briefing has now been added.


RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000152272



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How does a company add a kiosk site induction?


Kiosk Site Inductions are Kiosk-specific and awarded to cardholders at Kiosk sites, i.e. they cannot be awarded at regular sites or via the usual methods of awarding competencies.  Kiosk site inductions (which are considered a competency in the RIW System) can only be created by the RIW Service Desk by submitting a Service Request.


To do so please go to https://www.riw.net.au/contact-us/request-a-service/ and choose the Create / Edit / Delete Competencies (Network Operator, Employer Admin, RTO) from the Service Request Category drop down box.



Fill in the details, noting the mandatory fields. 


Alternatively, you can also submit a service request through the RIW BOT located in the bottom right hand corner of the RIW website. You can either click on the below icon on the RIW website, or if you are already in the BOT, please click on the back arrow to return to the BOT menu.


https://s3-ap-southeast-2.amazonaws.com/aus-cdn.freshdesk.com/data/helpdesk/attachments/production/51011694976/original/Koylo2sgSxhZa0Pj7AlLvR2RLfJDWtjISA.png?1611267047

 

Please choose the Service Requests menu item, enter in your contact details and then choose the Competency Management option when prompted. Complete the request and submit for action by the RIW Service Desk.



Once created, Administrators can add a kiosk site induction to the site requirements by following the instructions in our RIW Knowledge Centre articles:


RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000152277



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How does a company organise to move a kiosk from one site to another site?



To coordinate a move of an RIW System enabled Kiosk or Tablet solution between sites, or to rename a Kiosk, please contact the RIW Service Desk at info@riw.net.au





RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000152207



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What alerts are sent to kiosk site contacts?


SMS and/or email alert messages are sent in the following circumstances to the specified people where a swipe event occurs via a RIW System enabled Kiosk or Tablet solution.



This instruction applies to the following RIW System User Roles: 

  • Advanced Project Admin
  • Employer Admin
  • Employer Admin - No Payment
  • Employer Admin - Read Only
  • Helpdesk
  • Project Admin
  • Site Admin


Worker Denied Swipe In (BAC Non-Negative result recorded):

Sent to: Defined Kiosk site contacts


Visitor Swipe In:

Sent to: Host selected 


Visitor Denied Swipe In (BAC Non-Negative result recorded):

Sent to: Host selected


Visitor Denied Swipe In (Host not swiped in):

Sent to: Host selected


Worker Denied Swipe In (outside working hours rules):

Sent to: Defined Kiosk site contacts 


Site Placed in Status: Evacuation Mode:

Sent to: All cardholders and visitors currently swiped in at the site placed in Evacuation Mode, whether swiped in via Kiosk or via other method. 


Worker or Visitor Swiped Out via Muster List (where swiped in via Kiosk):

Sent to: cardholders or visitor swiped out.

 

To set up site contacts for an RIW System enabled Kiosk or Tablet solution, please refer to our RIW Knowledge Centre article 

How does a company configure kiosk site contacts?



RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000152329



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What type of maintenance is recommended for an RIW System enabled Kiosk or Tablet?


This article details the recommended maintenance and cleaning of an RIW System enabled Kiosk or Tablet solution.


Daily maintenance

  • To maintain an effective working kiosk it is important to keep the touch screen surface and area surrounding the screen clean and free of excessive dust and other objects. To do this we recommend the use of an anti-static, lint-free cloth or micro-fibre cloth. When cleaning your touch screen, treat it with care and do not use aggressive cleaning products on the screen surface and use only a dry, clean cloth.
  • Wipe off any visible marks/dust or build-up off the powder-coated steel body.


Quarterly maintenance

  • Vacuum any dust and debris from inside main area of the kiosk housing, scanner module and PC shelf.
  • Visual check of components for any defects etc.


Annual maintenance

  • Review performance of all components.
  • Check components: scanner, touch screen LCD, label printer etc. are functioning correctly. 
  • 3 years - Check/replace components where required.



RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000155044



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What does offline mode mean for an RIW System enabled Kiosk, Tablet or Turnstile?


When an RIW System enabled Kiosk or Tablet goes into offline mode,  there is no internet connectivity to the device.


Kiosks and tablets can operate in this modified state for 72 hours without connectivity.


Please note that during periods of no internet connectivity, kiosks and tablets are not receiving any updates from the RIW System or sending any updates to the RIW System. Once the Kiosk or Tablet comes back online, data will be updated.



Any turnstiles associated with a Kiosk or Tablet at a site that goes into offline mode will continue to provide or deny access based on their kiosks authority to work outcome.




Step 1: Recognise Offline Mode

If the WiFi symbol with a strike through appears in the top right hand corner of the Welcome screen, then the kiosk or tablet is offline.



Step 2: Operation in Offline Mode

While in offline mode, the Kiosk will be able to support cardholder sign in and sign out for all those cardholders who have signed in to the same Kiosk in last 28 days (when online). The Kiosk will complete the authority to work checks for these cardholders based on the authority to work outcome recorded against the cardholder in last 28 days. 


If a cardholder has not signed in to the kiosk in the last 28 days, unfortunately they will be unable to swipe in when a Kiosk is in offline mode.  The cardholder should check with the Site Access Controller or Site Supervisor for access.


If the Kiosk has continuously been in offline mode for more than (72) hours, it will automatically go into ‘Maintenance Mode’ and will not be able to support cardholder sign in or sign out showing the above error.

 

Sign in and sign out records captured in an offline mode will be uploaded to the RIW System once the Kiosk or Tablet is connected back to internet and communications are available.


Please refer to our RIW Knowledge Centre article Kiosk Troubleshooting Guide for directions on troubleshooting issues. In the case of offline mode, please check availability of local network connectivity first.

 


RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000155042




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How to submit a hardware maintenance request


Where an RIW System enabled Kiosk or Tablet solution requires maintenance due to a system fault, and is not available for use for sign in/sign out, please follow the instructions detailed below.


Step 1: Screen Error Message

Check for the below message on the touchscreen



Step 2: Alert designated site contact

Advise the designated site contact that the kiosk is displaying the Kiosk Under Maintenance message.


Step 3: Raise a service request.

Go to https://www.riw.net.au/contact-us/request-a-service/ and raise a service request under the category RIW Hardware Technical Support Request.


Step 4: Information for the service request

The following information needs to be completed in the service request.


Field  

Option  

Full Name


Phone Number

 

Email Address

 

Alternative Contact Full Name

 

Alternative Contact Phone Number

 

Alternative Contact Email Address

 

Type of Hardware this issue relates to

  •  Kiosk
  • Tablet
  • Turnstile
  • Printer
  • Scanner
  • Breathalyser

Name of Site Hardware item is located

 

Asset Number or Device Name if known

 

Details of issue & Troubleshooting Steps

 

Is the issue affecting ALL workers on site?

  • Yes
  • No
Is there a redundancy (another Kiosk/Turnstile available for use) in place?
  • Yes
  • No
Is this specific issue affecting MULTIPLE Sites?
  • Yes
  • No
Are you in a shutdown or impending shutdown which will require this device to be functional?
  • Yes
  • No
How long has this device been deployed on site for?


Step 5: Definitions of support

Priority 1 means an incident that results in all users being unable to operate the system in accordance with the business processes or severely impacts business productivity and service levels. Incidents considered to be priority 1 are: 

 

  1. Kiosk is not following expected behaviour for all users i.e. system logic is not being followed for all users whilst in use e.g. Not allowing workers to click on the ‘Sign In’ button, printer does not function, ATW’s are not being checked, records are unfound using a RIW card. 
  2. Kiosk and Turnstile offline mode not allowing workers to enter site. 
  3. Kiosk or Turnstile device does not power up as expected despite being plugged in. 
  4. Kiosk screen is on and working however, display has a black screen and is unresponsive. 
  5. Turnstile does not function as expected i.e. light indicator is unresponsive, card scanner has no light. 

 

Priority 2 means an incident that significantly impacts the user’s ability to use the application without using unsustainable workarounds or has a major impact on business productivity and service levels. Incidents considered to be priority 2 are: 

 

  1. Kiosk is not following expected behaviour for most users i.e. system logic is not being followed for most users whilst in use e.g. Not allowing most workers to click on the ‘Sign In’ button, printer does not function, ATW’s are not being checked, records are unfound using an RIW card. 
  2. Kiosk and Turnstile offline mode not allowing most workers to enter site 

 

Priority 3 means an incident that has a minor impact on the user’s ability to use the application using sustainable workarounds or has a minor impact on business productivity and service levels. Incidents considered to be priority 3 are: 

 

  1. Kiosk is not following expected behaviour for some users i.e. system logic is not being followed for some users whilst in use e.g. Not allowing some workers to click on the ‘Sign In’ button, printer not functioning, ATW’s are not being checked, records are unfound using an RIW card. 
  2. Kiosk and Turnstile offline mode not allowing some workers to enter site 

 

Priority 4 means an incident that does not impede the user’s ability to use the application or does not impact business productivity and service levels.  This defect severity level is used to highlight cosmetic or nuisance issues. Incidents considered to be priority 4 are: 

 

  1. Kiosk workflow could use minor changes to enhance user experience 
  2. Cosmetic UX/UI changes




RIW Knowledge Centre Article Link: https://support.riw.net.au/support/solutions/articles/51000155011




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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 refer to further articles that are listed below. 


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.



Stickers not printing?

  • Does the printer have stickers loaded and are they loaded correctly
  • Is the printer connected to the power board?
  • Does the printer have debris caught in the printing mechanism?


Cannot scan RIW cards, including virtual cards?

  • Is the Kiosk powered on and has connectivity?
  • Has a 'Access Denied message displayed?
  • Has 'Evacuation Mode' been activated?



Still not working?

If the kiosk is still not functioning after attempting the troubleshooting tips above, please refer to the component troubleshooting guides below:


Component Troubleshooting


PC Troubleshooting 

Please refer to our article:  Kiosk PC Troubleshooting Guide


Scanner Troubleshooting 

Please refer to our article:  Kiosk Scanner Troubleshooting Guide


Printer Troubleshooting 

Please refer to our article:  Kiosk Printer Troubleshooting Guide


Camera Troubleshooting 

Please refer to our article:  Kiosk Camera Troubleshooting Guide


Touchscreen Troubleshooting 

Please refer to our article:  Kiosk Touchscreen Troubleshooting Guide


If the kiosk is still not functioning after attempting the troubleshooting tips above, please contact the Service Desk on 1300 101 682 or raise a Service Request at: https://www.riw.net.au/contact-us/request-a-service/




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Kiosk PC Troubleshooting Guide

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


TABLE OF CONTENTS



PC images



The PC sits in the shelf below the printer and is a small box. It will connect all the kiosk components to it and have a USB hub for additional peripherals.



Common Issues

PC not functioning?

  • If PC is not functioning the kiosk will also not be functioning as normal. Attempt a restart of the kiosk to see if it addresses the issue.
  • What colour are the lights on the PC?
    • Blue – All is okay
    • Orange flashing – Motherboard is faulty
    • Red – Onboard power is dead


If lights are displaying orange or red, then PC replacement is recommended.


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 PC 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.


RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000155972


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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.


RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000074686


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Kiosk Printer & Scanner Troubleshooting Guide

Please use this troubleshooting guide if you are experiencing issues with a Standing Kiosk printer.  


TABLE OF CONTENTS


Kiosks are installed with a Citizen CL-S400DT Thermal Label and Barcode Printer with an accompanying Auto Cutter. 


Standing Kiosk Printer Images


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 or Printer Misaligned?

  • 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.
  • Dust or debris in the printer may be causing the printer to jam.  To clean the printer, please refer to the manufacturer's user guide.
  • Ensure that the correct labels are used
    • For a kiosk printer - 100mm X 49mm
    • For a tablet printer - 100mm X 62mm


Label rolls that have perforations between labels are not to be used with either printer type.  These labels will cause the printer to jam.


  • If the kiosk printer is emitting a continuous beeping noise, the label roll needs to be re-loaded as per the Kiosk printer user guide.


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.


Incorrect Details on Labels?

  • Check that the correct site name is appearing on the home screen of the kiosk or tablet.  If the incorrect site name is appearing the kiosk will need to be restarted to see if the name will update from a refresh from the RIW System. 
  • Check that the RIW Cardholder has selected the correct job role and used their RIW credentials to swipe in.  If the incorrect job role or credentials were used, swipe out and re-swipe in with the correct information.


Scanner not scanning Card?

  • If the sound of a "Beep" is played when scanning:
    • If a message is displayed advising that the RIW Cardholder has not met the site entry requirements.  Please refer this to your Site Administrator, Access Controller or your Employer Administrator for resolution.
    • Check to ensure that the QR code on the RIW Card is readable and able to be scanned.  If it is not able to be scanned, please use your virtual card (Vicarda) and contact your Employer Administrator to have your physical card replaced.
  • If no "Beep" sound is played when scanning:
    • Make sure there is sufficient lighting for the scanner to be able to scan the card. 
    • Make sure that the RIW Card is being held in front of the scanner at the correct angle to scan.  The RIW Card should be held parallel to the scanner unit.
    • Check that there is a solid light on the scanner.  If not, check that the scanner is plugged into the tablet or the kiosk PC.  To check the kiosk connection, you will need access to inside of the kiosk cabinet.


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 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.


Citizen Printer Consumables

Citizen printer labels/stickers can be purchased from a number of suppliers.  

 

The label required is a 102mm x 48mm, 1 across (1000/roll) White Direct Thermal Perforated Label with permanent adhesive and 25mm core.  The code for the product is LAB10248X1DTWS25P.



A number of suppliers offer this label as follows:


RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000074654




pdf
pdf

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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 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.



RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000074683



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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 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.



RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000074684

    


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Tablet Wireless Printer Troubleshooting Guide


RIW System Enabled Tablet Kiosks use a wireless Brother QL-810W printer. For troubleshooting, manuals and FAQ's please to to https://www.brother.com.au/en/products/all-labellers/labellers/ql-810w


Images of Brother Printer


Troubleshooting Tips

The main items to check for functionality are:

  1. Wireless connectivity is available.
  2. The printer has sufficient label supply.
  3. That the power cables are firmly plugged in.


Consumables

Brother printer labels/stickers can be purchased from most stationary suppliers. The label required is a 62mm x 100mm Black on White (300/roll).  The code for the product is DK 11202.




Still not working?

  • If the printer 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.



RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000155971



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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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What happens when an RIW System enabled Kiosk or Tablet is in site closed mode?


When an RIW System enabled Kiosk or Tablet goes into site closed mode, it means the kiosk or tablet is unable to swipe workers in or out of site.  This may be due to an RIW System scheduled service interruption (which will be communicated prior to the event) or an unplanned service interruption.



When a kiosk or tablet is operating in site closed mode, alternative methods for swiping cardholders is advised, such as using the RIW App.


IMPORTANT: If a site has an associated turnstile, the turnstile should be manually powered down/switched off during the service interruption window.



Step 1: Recognise Site Closed Mode

The following site closed message will appear on a kiosk or tablet screen when the site has been closed.



Step 2: Operation in Site Closed Mode

While in site closed mode, the Kiosk will be unable to support cardholder sign in / out or authority to work checks.  Please use an alternative method for checking authority to work, such as using near-field communication to read RIW card data via the RIW App.


Please refer to the RIW System Updates page which will list any planned service interruptions, including the time services will resume.



RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000178015


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Kiosk start up guide

This guide has been developed to provide the sequence on how to start up a kiosk from the powered down position.


Once the kiosk is powered, the unit should begin it's start up sequence automatically. The following process is a troubleshooting guide if this automatic process or a restart of the device does not initiate.

This instruction applies to the following RIW System User Roles:

  • Helpdesk
  • Network Manager
  • Network Manager - Read Only
  • 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


Front view of kiosk including internal components

Please refer to this to identify components and their location.



Step 1: Check external power

Check that the kiosk is plugged into an operational GPO.


Step 2: Open the cabinet

Locate the cabinet keys and unlock the cabinet of the kiosk  The locking mechanism is located on the side of the kiosk, halfway down the door.


Step 3: Check the internal powerboard

Make sure that the powerboard within the kiosk is powered and all powercords are plugged into the powerboard




Step 4: Power on the PC

Press the power button on the PC.  The button will illuminate blue once the button has been pressed on.




Step 5: Microsoft Windows preparation

The kiosk will start to load the Windows operating system.  The kiosk screen will display Preparing kiosk in the background.  Please wait.



This loading process may take up to 15 minutes, depending on the internet setup and internet speed.


NOTE: The preparation of the kiosk is dependent on the internet connection and speed.  If there are concerns regarding the internet connection, please refer to: Kiosk with no internet connection



Step 6: Start up complete

When the Welcome to RIW screen appears, the kiosk is operational.





RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000224515




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Tablet Start Up Guide (Switch On)


This guide has been developed to provide the sequence on how to start up a kiosk from the powered down position. 

A video demonstration can be found here.



This instruction applies to the following RIW System User Roles: {strike out those that do not apply}

  • Helpdesk
  • Network Manager
  • Network Manager - Read Only
  • 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



Step 1: Unlock the tablet case

Locate the key and unlock the case.  The lock is on the left side of the casing.



Step 2: Power button

Lever the tablet at the top left corner and locate the power button on the top edge of the tablet with your finger.  Press the power button for 5 seconds.




Step 3: Power Source

If the Flat Battery icon is displayed, check that the tablet is connected to the charger and the charger is plugged into an operational power point.



Step 4: Load Microsoft Windows operating system

The Microsoft Windows operating system will begin loading once the tablet has power.  The tablet screen will have the following text displayed; Preparing Kiosk in the background - Please wait.



The loading of the operating system may take up to 20 minutes and is dependent on the speed and quality of the internet connection.


Step 5: Completion of process

Once the operating system loading process is completed, the main tablet screen will display.  The tablet is ready for use.




RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000225659




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Tablet no internet connection


This article has been developed to assist in troubleshooting a tablet that appears not to have an internet connection



This instruction applies to the following RIW System User Roles:

  • Helpdesk
  • Network Manager
  • Network Manager - Read Only
  • 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


Common Causes and Resolution


NOTE: Tablets can be connected to the internet via a mobile dongle directly to a mobile phone network or via an organisation's internal WiFi network.

 


Check the connectivity type

Check if the tablet is connected to the internet by:


  • Mobile network dongle
  • Internal WiFi 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.


WiFi network

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


Still not working?


If you are unable to find a cause for the lack of connectivity, please contact the Service Desk on 1300 101 682 or raise a Service Request at: https://www.riw.net.au/contact-us/request-a-service/



RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000227859




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Kiosk Error Messages


This article outlines error messages that may be encountered when using a kiosk/tablet. 


TABLE OF CONTENTS


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


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:


Access Denied - Missing Requirements 

This error occurs when the RIW cardholder does not meet the project, site or zone requirements as set by the project owner. These pre-requisites can include:

   1. Competencies

   2. Job roles


Solution: Ensure that the RIW cardholder holds the competency/ies and/or job roles required by the Project, Site and/or Zone.




Access Denied – Outside Working Hours 

Working Hour Rules are defined as the maximum allowable working hours for an RIW cardholder over a defined period,. These are defined by the Project owner. 

This error message displays when the RIW cardholder is attempting to sign on after the working hour rules have been exceeded.

Solution: Allow the required time between shifts to pass and re-attempt to swipe. 

Alternatively, the RIW cardholder can contact the Site's primary contact to confirm the denied access. 




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

  1. A swipe in record could not be located for the RIW cardholder, or
  2. 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.




Breathalyser Failure

If the Breath Alcohol Check value returns more than ‘0.000’, the BrAC result will be failed.  At this point, a notification will be sent to the designated site contact and the RIW cardholder will be blocked from entering site and this workflow will not progress.




Visitor Error Messages

Expired Visit

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.



Host Not Currently On Site

When a visitor accesses a kiosk site and the selected host has not yet swiped into the site, the visitor will be denied access with the reasons as ‘Host not on site’.


Solution: Ensure that the host is swipes onto the site prior to selecting the host.




Maximum Number of Visitor Passes Exceeded

A Visitor can access an RIW site for only 10 times a year. If the same visitor is trying to access a site using a kiosk and he/ she has already exhausted his current limit for the year, visitor will be denied access on the Kiosk. 


Solution: Ensure that the the visitor does not exceed the maximum number of visitor swipe ins. 



Kiosk Maintenance

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. 




Kiosk Preparing in Background (Longer than 15 minutes)

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.


Generic Microsoft Windows Notification

Microsoft Windows Prompt Dialog Box

Please check for a dialogue box displaying on the screen.  Follow the instructions in the dialogue box and restart the kiosk. To restart the kiosk, you will need to turn the PC off by depressing the power button, wait 5 seconds and then securely pressing the power button.


Photo of the PC and the power button.


Kiosk Under Maintenance

Internet Issues

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.


Still not working?

If you encounter an error message not listed above, please contact the Service Desk on 1300 101 682 or raise a Service Request at: https://www.riw.net.au/contact-us/request-a-service/


RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000228097




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Kiosk troubleshooting Internet Issues

This article has been created to assist with troubleshooting the internet connection of your kiosk.  

Kiosks are connected to a router which, in turn is connected to either your internal internet service or a 4G mobile internet provider.


This instruction applies to the following RIW System User Roles: 

  • Helpdesk
  • Network Manager
  • Network Manager - Read Only
  • 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
  • Assessor
  • Training Provider User
  • Medical Provider User
  • myRIW - RIW Cardholder



WiFi Issues

Common Issues

Your kiosk is connected to your internet router by WiFi or via an ethernet cable.  If it is WiFi, please check if you have any other devices or equipment connected to your site's WiFi and if these devices have connectivity.  If your kiosk has a WiFi connection and testing of other devices suggests the WiFi is not operational, please refer this to your site administrator or IT department for resolution.


To investigate further, you will need to have access to the internal cabinet of the kiosk, which is locked with a key.


Below is a screenshot of a Front View of a Kiosk to assist identifying components.



To confirm that the kiosk is connected to your WiFi network, you can plug a keyboard into the USB hub next to the PC and use these instructions: https://support.microsoft.com/en-us/sbs/topic/can't-connect-to-internet-a85b5012-804f-517a-b548-f2f9274e3563?ui=en-US&rs=en-US&ad=US

 

Below is a screenshot of a Kiosk in a cabinet in order to assist you to find the location for a USB hub for a keyboard connection.




Ethernet Cable Issues

Common Issues

Your kiosk is connected to your internet router by ethernet cable, please make sure this is plugged into the PC component of the kiosk as well as the internet router.



4G Issues ( for sites with 4G mobile internet provider services)

Common Issues

Your kiosk is connected to your 4G internet router.  Check the router to make sure that the 4G connection light is illuminated green and is solid.  If not, this would suggest that there is insufficient 4G mobile signal to support internet service.  In this case, please contact your 4G mobile internet provider for resolution.


Internet Router (For sites with an internal internet service)

Common Issues

Your kiosk is connected to your internet router.  Check the router and make sure that the internet connection light is illuminated and is solid. If not, this would suggest that your internal internet service is not operational. In this case, please contact your site administrator or IT department for resolution.



RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000232071




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Tablet Error Messages & Issues


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


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/


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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Kiosk Screen Issues


Common Issues found with Kiosk Screens & how to Troubleshoot them.


TABLE OF CONTENTS


Front View of the Kiosk Including Internal Components


To investigate, you will need to have access to the internal cabinet of the kiosk, which is locked with a key.

Please refer to this to identify components.



Blank Screen

No Power to the Entire Unit

Check your site/premises to see if other devices/equipment are operating using power.  If this is the case, you will need to wait until power is restored to your area.

Check the power board within the kiosk cabinet.  The power board should have a light illuminated indicating the presence of power.  If the light is not illuminated, check that the kiosk is plugged into a live GPO.

 

A power board with the light illuminated.




No Power to the Screen

Within the kiosk there is a power board and the screen is required to have a connection to this power board.  If the cable has become dislodged or is missing, then this connection needs to be established for the screen to operate.


No Power to the PC

Within the kiosk there is a power board and the PC unit is required to have a connection to this power board.  If the cable has become dislodged or is missing, then this connection needs to be established for the PC to operate and send data to the screen.


PC is Turned Off

Please make sure that the main power switch for the PC is turned on.  This button is on the front of the PC component and should be illuminated blue in colour.


Screen Flashing Black & White

No Internet Connection

The screen flashing black and white during the start up phase is usually a sign that there is no internet connection to the kiosk. An article can be found here.


Screen Showing "No Input"

No Power to the PC

Within the kiosk there is a power board and the PC unit is required to have a connection to this power board.  If the cable has become dislodged or is missing, then this connection needs to be established for the PC to operate and send data to the screen.


Cable Connection to the PC & Screen

A HDMI cable should be securely connected between the PC and the screen.  Make sure that this connection has not become dislodged or is missing. 


Screen Unresponsive & Frozen on Startup

Frozen Screen

If the kiosk is frozen on the start up screen and is unresponsive it is possible that the there is a concern with the operating system or hardware components. 



RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000236868




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