Idemia KIOSK, Troubleshooting Manual

Page 1: ...ad Unit Status Beacon Kiosk Display Face capture cameras upper lower Speaker Main Body Passport Reader Printer with ejection slot waste bin Ticket stock box Main access door PC reboot key THE KIOSK Wo...

Page 2: ...1 6 Network Connectivity Check Process 15 1 7 Face Services Check Process 16 1 8 Remove Jammed Passport Process 17 Access the Kiosk 19 How to open and close main right hand door 20 How to open and clo...

Page 3: ...oftware Maintenance Mode 27 How to Power Cycle Kiosk 28 Mains power switch 28 How to Clear a ticket jam 29 How to Reload printer stock 30 How to Close printer 31 How to Empty the reject ticket bin 32...

Page 4: ...d within constraints how to fix or when to escalate for assistance The document therefore leads with troubleshooting flowcharts that direct the operator to How To procedures later in the document WHS...

Page 5: ...Traveller Age etc The kiosk may ask the traveller questions as determined and set by the Department from time to time Depending on traveller responses to set questions and the outcome of the Departmen...

Page 6: ...supported by the kiosk themselves or the kiosk will default to a language most relevant to the country of issue of their passport When a traveller is accessing the kiosk they have the option to choose...

Page 7: ...sure when logging an incident to note both the Fault as written in Red and the Action Taken as Underlined so that they can be easily filed and referenced for later consideration Troubleshooting begins...

Page 8: ...tification Match the problem as seen at the kiosk with the orange box then refer to the linked process numbered white boxes Where an ACTION is required Green Box refer corresponding section in this gu...

Page 9: ...SmartGate Kiosk Mar 2021 Page 9...

Page 10: ...ort Reader Process The purpose of this troubleshooting process is to attempt to resolve faults such as an operating system error frozen kiosk software or locked up passport reader firmware prior to re...

Page 11: ...Mar 2021 Page 11 1 2 Touch Screen Process The purpose of this troubleshooting process is to attempt to resolve faults such as an operating system error or frozen kiosk software prior to requesting te...

Page 12: ...splay Power Process The purpose of this troubleshooting process is to attempt to resolve faults that may cause nothing to be displayed on the touch screen such as no power or an operating system fault...

Page 13: ...ts ticket jam out of stock top not closed and printer firmware crashes TICKET VERSUS PRINTER FAULTS THE FAULT MAGNETIC STRIP FAILURE COULD BE EITHER FAULTY TICKET STOCK OR A FAULTY PRINTER THE KIOSK I...

Page 14: ...faults that occur in the Input Output IO module which controls the kiosk s various lights passport reader landing lights printer bezel and status beacon as well as the sensors for low paper ticket sto...

Page 15: ...iosk Mar 2021 Page 15 1 6 Network Connectivity Check Process The purpose of this troubleshooting process is to isolate and treat faults that occur in the network that links the kiosk to the Department...

Page 16: ...face capture and biometric face to passport match processes The types of faults treated by this process are the underlying MFACE service has not fully started IDEMIA licence is not found or is not cur...

Page 17: ...SmartGate Kiosk Mar 2021 Page 17 1 8 Remove Jammed Passport Process The purpose of this troubleshooting process is to detail the action to remove a jammed passport...

Page 18: ...conds Does Traveller choose language When passport is inserted the default language defined by origin of passport is displayed No Yes No Yes Does the traveller choose to change language during transac...

Page 19: ...hood lifts up hinged at rear and provides access to the locking handle for the printer slide out tray Printer slide out tray is used to access the printer for servicing and replenishing ticket stock...

Page 20: ...ight hand door is to a Ensure any plugs are removed from the mains power socket e g used temporarily for device charging b Ensure the left hand door if opened has been closed and secured c Ensure the...

Page 21: ...reader is hinged at the top rear 4 With this door open the printer slide out tray may be released see next section 5 Ensure the printer slide out tray is closed and secured 6 The process to close the...

Page 22: ...se the printer tray ensure the printer is correctly seated in its tray the lower pins should freely move forward and back in a track Ensure the securing latch is in the open 9 and 3 o clock position n...

Page 23: ...open noting it is hinged at the rear 4 Reach in from the right hand side behind the fully open printer tray and locate the left hand door securing latch in green Grasp and rotate the latch to the left...

Page 24: ...ise to unlock Some pressure may need to be applied to the door to relieve the tension on the locking cam 3 The head unit is hinged on the left so to open swing the now unlocked front of the head unit...

Page 25: ...ll the peripherals to be tested outside of a live traveller with a passport Enter peripheral test mode 1 Activate kiosk peripheral mode by connecting a keyboard and press the letter M Select periphera...

Page 26: ...ystems In the example image above we are certain both the passport reader and the passport reader are functional as chip data is shown chip photo We also know that the necessary digital certificates a...

Page 27: ...r and touch screen Faults in external hardware units such as the serially connected Zepetronics printer or the I O controller lights sensors may require a full power cycle next section to resolve or f...

Page 28: ...ronic devices are cycled The kiosk has a mains power switch located inside and accessed by opening the right hand side door Mains power switch 1 Open the kiosk right hand door using the security key i...

Page 29: ...lding the printer from the top again slide the printer forward until the front and rear pins on the printer s green tray drop into their receiving slots on the base The printer should now easily slide...

Page 30: ...r ensuring the printed side of the tickets are face up 5 Insert the first ticket into the back of the printer The printer will give a squeal and automatically feed in the first ticket The status code...

Page 31: ...slots 3 Start feeding tickets over the black bar from the box ensuring the printed side of the tickets are face up 4 Insert the first ticket into the back of the printer The printer will give a squea...

Page 32: ...y tickets 3 Check there are no tickets jammed in the reject ticket eject slot on the underside of the printer pull out if there are any 4 Close printer tray close passport reader hood and close main r...

Page 33: ...hood is open lift the weighted rollers on top of the passport and slide the passport out returning it to the traveller 4 If necessary clean the reader glass using a clean microfiber cloth Absolutely...

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