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Table of Contents
Related Manuals for Idemia KIOSK
Summary of Contents for Idemia KIOSK
- Page 1 THE KIOSK Workflow and Trouble Shooting Guide Main Components Head 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...
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Page 2: Table Of Contents
How to: open and close printer tray How to: open and close left hand door How to: open and close head unit How to: Test kiosk peripherals Enter peripheral test mode How to: Reboot the Kiosk PC Key operated external reset switch Mar 2021 Page 2... - Page 3 SmartGate Kiosk Software Maintenance Mode How to: Power Cycle Kiosk Mains power switch How to: Clear a ticket jam How to: Reload printer stock How to: Close printer How to: Empty the reject ticket bin How to: Remove jammed passport...
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Page 4: About This Document
About this Document This document is designed to inform operational staff in general how the traveller workflow works, how to perform fault finding on the IDEMIA kiosk and 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. -
Page 5: Traveller Workflow
Department’s business rules (e.g. Country of Issue, Date of Expiry, 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 Department’s traveller checks, then the kiosk will print a SmartGate ticket or the traveller will be referred. -
Page 6: Language Selection
SmartGate Kiosk Not all kiosk transactions result with a SmartGate ticket printed, due to a variety of reasons a traveller may be referred for manual processing. The following diagram illustrates a branch to the above workflow where a traveller is referred by the Department’s system such as not eligible (determined from MRZ processing),... -
Page 7: Troubleshooting Guide
Troubleshooting begins by using the top-level flowchart to quickly link the observed problem to a detailed resolution flowchart. Actions given in the flowcharts are common, such as “reboot kiosk PC” with a corresponding “How to” section in this guide. -
Page 8: Problem Identification
1.0 – Problem Identification 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 guide for the How To instructions. - Page 9 SmartGate Kiosk Mar 2021 Page 9...
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Page 10: Passport Reader Process
1.1 – Passport 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 requesting technical support. Mar 2021 Page 10... - Page 11 SmartGate Kiosk 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 technical support. Mar 2021 Page 11...
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Page 12: Display/Power Process
SmartGate Kiosk 1.3 – Display/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 prior to requesting technical support. -
Page 13: Printer Check Process
TICKET VERSUS PRINTER FAULTS THE FAULT “MAGNETIC STRIP FAILURE” COULD BE EITHER FAULTY TICKET STOCK OR A FAULTY PRINTER – THE KIOSK IS UNABLE TO DETERMINE WHICH. THE SOP IS THEREFORE TO REPLACE TICKET STOCK FIRST AND IF THE FAULT CONTINUES THEN IS MORE LIKELY TO BE A FAULTY PRINTER. -
Page 14: I/O Module Check Process
The purpose of this troubleshooting process is to isolate and treat 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 stock low and main door open. -
Page 15: Network Connectivity Check Process
SmartGate Kiosk 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’s LAN/WAN. Mar 2021 Page 15... -
Page 16: Face Services Check Process
MFACE service has not (fully) started, IDEMIA licence is not found or is not current, required camera devices not connected to the PC or not visible in the Windows Device Manager. -
Page 17: Remove Jammed Passport Process
SmartGate Kiosk 1.8 – Remove Jammed Passport Process The purpose of this troubleshooting process is to detail the action to remove a jammed passport. Mar 2021 Page 17... - Page 18 SmartGate Kiosk When passport is inserted the default Does Traveller choose language defined by language? origin of passport is displayed Is Passport inserted within 15 seconds? Transaction continues in Does the traveller choose Language is changed to the language the traveller...
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Page 19: Access The Kiosk
Head unit panel to be opened by IDEMIA service personnel when performing screen or face capture camera servicing. Figure 1 Kiosk with open main right hand door, printer slide out tray and passport reader hood open Mar 2021 Page 19... -
Page 20: How To: Open And Close Main Right Hand Door
2. With this door open, the passport reader hood may be opened, then the printer slide 4. Check kiosk has been fully secured as out tray released as well as the left hand follows: door released if required. -
Page 21: How To: Open And Close Passport Reader Hood
PASSPORT entry guide. CARE AND ATTENTION WHEN 3. Grasp the lower front of the passport REACHING INTO KIOSK reader hood, raise approximately 45 until the holding open stay engages. The INTERNAL SPACES AS SHARP passport reader is hinged at the top rear. -
Page 22: How To: Open And Close Printer Tray
SmartGate Kiosk How to: open and close printer tray 1. Open the right hand door and passport reader hood (see previous sections). 2. Grasp the tray securing latch and whilst applying gentle pushing pressure onto the front of the printer tray in order to release... -
Page 23: How To: Open And Close Left Hand Door
PC servicing and repair and should never need to be accessed by operational staff. The process is provided here in case an item is dropped inside the kiosk and needs to be retrieved. 2. Open the right hand door, open the passport reader hood and fully slide out the printer tray. -
Page 24: How To: Open And Close Head Unit
Turn the security key 90 repair. clockwise to lock noting that some degree of pressure may be required to align the 2. Insert the kiosk security key into the head locking cam with the securing pin. unit lock and turn 90 anti-clockwise to unlock. -
Page 25: How To: Test Kiosk Peripherals
SmartGate Kiosk How to: Test kiosk peripherals Overview The kiosk contains a set of inbuilt tools allowing all the peripherals to be tested outside of a live traveller with a passport. 2. All components can be individually tested Enter peripheral test mode (including printing a test ticket). - Page 26 SmartGate Kiosk Should there be a suspicion about whether a kiosk passport reader is functional or a suspected faulty passport, then Passport Reader testing can be used to examine each. Note that this testing mode is local at the kiosk and no data is shared with the Department’s systems.
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Page 27: How To: Reboot The Kiosk Pc
How to: Reboot the Kiosk PC Overview Re-booting the kiosk PC is the main method to quickly resolve minor faults and is the first step in most diagnoses. Rebooting the kiosk PC may correct faults internal to the PC and with some USB connected peripherals, such as the passport reader and touch screen. - Page 28 The kiosk has a mains power switch located inside and accessed by opening the right hand side door.
- Page 29 13. Check kiosk is secure (How To: open and position. The status code should change close main right hand door). from 22 to 40. Note: Dispose of any unused tickets by placing 8.
- Page 30 7. Wait for kiosk status to update from unavailable to ready for traveller processing. 8. Check kiosk is secure (How To: open and close main right hand door). Note: Dispose of any unused tickets by placing the tickets in the SmartGate ticket bins.
- Page 31 6. Wait for kiosk status to update from slots. unavailable to ready for traveller processing. 7. Check kiosk is secure (How To: open and close main right hand door). Note: Dispose of any unused tickets by placing the tickets in the SmartGate ticket bins.
- Page 32 4. Close printer tray, close passport reader hood and close main right hand door (refer relevant How To sections). 5. Check kiosk is secure (How To: open and close main right hand door). Note: Dispose of any unused tickets by placing the tickets in the SmartGate ticket bins.
- Page 33 Important: Do not use sharp or metal To sections). objects that may damage the kiosk’s reader 6. Check kiosk is secure (How To: open and glass or the passport. close main right hand door). 2. If you are unable to dislodge the passport...
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