Troubleshooting Guide

Interface Settings

Cannot delete kiosk role

You cannot delete a role associated with an enrolled or deleted kiosk.

Role: Saving error - An internal error has occurred. Reference: -1

When saving a role, you have selected an invalid number of check-in/ check-out reasons for the role meaning.

For more information, refer to the role meaning explanation in the documentation
https://ehgdev.atlassian.net/wiki/spaces/AK/pages/1537605657

If a kiosk is using an “invalid role” it does not display an error and will operate using the first absence reason supplied in the list

 

Kiosk

Disabled camera permissions for the kiosk

When initially opening the kiosk, and you have disabled camera permissions, the camera will not operate.
The front camera is an essential component of the kiosk used in the configuration and student identification process.

Exit the kiosk application and open the “Settings” app
Scroll on the left menu and select the Attendance Kiosk application
On the right, toggle the camera permissions on

Exchange Token Fail

When attempting to register the kiosk by scanning the QR Code from Interface Settings, the Kiosk displays an exchange token fail error.
This could occur when the CoreAPI and/or its kiosk endpoints are not accessible from the device.

Verify that CoreAPI can be accessed within your network, including checking firewall or similar restrictions that may be preventing the device from reaching it and attempting to browse to the CoreAPI URL to confirm access.

Once access to CoreAPI is confirmed, re-commence the device registration process.

 

Device is already deleted

After entering the role name and selecting next, you receive an error “Device is already deleted”.
Close the kiosk application by double-clicking the home button, swiping up on the kiosk application, and opening the application again.
When the kiosk opens, you can scan the same QR code and proceed through the configuration process.

 

Device is already enrolled

After entering the role name and selecting next - if you receive an error, “Device is already enrolled” means an enrolled kiosk with the same device ID in synergetic.

To resolve the issues, you must first delete the enrolled kiosk with the same device ID in synergetic, then; close the kiosk application by double-clicking the home button and swiping up on the kiosk application, and open the application again.
When the kiosk opens, you can scan the same QR code and proceed through the configuration process.

Kiosk Name: Undefined is not an object (evaluating ‘p.status.toString’)

After entering the kiosk name and selecting next - if you receive an error “Undefined is not an object (evaluating ‘p.status.toString’)” this means the device was enrolled with no device name.

The error often occurs if the text has been pre-populated into the text field.

To resolve the issue:

  1. In synergetic, delete the enrolled kiosk with no name or device identifier

  2. Create a new kiosk and follow the configuration process (here) again - remembering to delete the auto-populated device name and enter a new name

The role is not displayed in the dropdown

If you have not configured a role prior to installing the kiosk, to refresh the role list, press the home button once to close the kiosk app and reopen the kiosk application. The roles should be refreshed, and the new role should appear in the dropdown.

Scanning Student Card: Undefined is not an object (evaluating ‘p.status.toString’)

After scanning the student - if you receive an error “Undefined is not an object (evaluating ‘p.status.toString’)” this means barcode/QR is not encoded with the student's synergetic id.

The kiosk can only scan barcodes containing only the student ID.

 

Barcode does not scan

If you are having trouble scanning the student card, we achieved the best results holding the card approx 20cm from the iPad with a slight upward tilt.
If the card is still not scanning, please ensure the barcode is a supported format (here) and contains the student's synergetic id.
This error has also occurred when we have accidentally altered the aspect ratio of the barcode - (sharing barcodes and when producing student cards)

Student lookup: No results found

When a student scans their student card or uses the manual student lookup and receives an error - No results found.
That is because the student's synergetic ID does not match any student

Student lookup: has more than one match

The information provided in the manual student lookup must provide a 1 to 1 match with a student. If a piece of information such as a partial student ID returns more than 1 student, a validation error will prompt the student to enter their entire student ID.

 

 

No absence event type code associate to late arrival code

After scanning the student card or selecting a reason you receive an error “No absence event type code associate to late arrival code” then the role or mapping table has been altered and the kiosk has not been refreshed.

To refresh the kiosk, please double click the home button, swipe up on the kiosk application, and re-open the kiosk application.

 

 

No Terms and Conditions are being displayed when a Visitor signs in

Go to https://ehgdev.atlassian.net/wiki/spaces/AK/pages/1675165697 and follow the instructions given on how to create a Visitor Policy.

 

 

 

Connecting the Printer to Bluetooth

If you are having trouble connecting the iPad to the Epson TMT88VI printer please refer to the Epson documentation (here)

If you attempting to pair the Epson printer with a kiosk, please ensure no other devices are connected to the Bluetooth printer. If a device is connected to the printer, open Settings → Bluetooth, disconnect the printer from Bluetooth, turn the printer off then back on again and finally reconnect the printer to the new device

Printing blank attendance slips

The Epson TMT88vi is a thermal printer, so if the paper is inserted upsidedown no information will be printed on the slip. Invert the paper and try again.

Camera freeze

In the event the front-facing camera freezes during student identification, it is recommended to refresh the application (end guided access mode, then double click the home button, swipe up on kiosk application and reopen the application).

Synergetic audit logs

Your Synergetic database stores an internal audit log of all API calls received from the kiosk.

The kiosk also submits additional logs periodically to Synergetic to preserve a record of kiosk activity.

These logs are not visible from the application directly and are generally only required in the instance of a support investigation that may need to consult these logs.