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Related Manuals for Hart InterCivic VERITY
Summary of Contents for Hart InterCivic VERITY
- Page 1 troubleshooting field guide...
- Page 2 This DOCUMENT and the SOFTWARE, HARDWARE, and FIRMWARE to which it pertains contain confidential and proprietary information belonging exclusively to Hart InterCivic, Inc. No part of this publication may be modified, reproduced, stored in a retrieval system, or transmitted in any form, distributed by any elec-...
- Page 3 troubleshooting field guide version 1.0...
- Page 4 contents contents how this guide works troubleshooting: a systematic approach....6 troubleshooting issue directory troubleshooting procedure reference...
- Page 5 how this guide works This troubleshooting guide is organized into two sections: Issue directory: a list of potential issues, with a summary of the procedures to resolve each issue, in the order they should be attempted. Procedure reference: provides detailed instructions for each resolution procedure.
- Page 6 a systematic approach to troubleshooting □ Remain calm □ Identify the issue or symptoms as reported □ Gather further information □ Think broadly □ Do not jump to conclusions □ Ask questions □ Establish a theory to explain the source of the problem □...
- Page 7 troubleshooting issue directory Issue Resolution Steps (try each step in order, until the problem is resolved) Access code does Confirm access code was entered not work (Touch correctly Writer) Disable the access code (and confirm access code was not used) Issue a new access code, if applicable Access code...
- Page 8 troubleshooting issue directory Issue Resolution Steps (try each step in order, until the problem is resolved) Ballot stuck in Check/note device message(s), if scanner (ballot has any; confirm ballot has been cast been cast) Restart device If scanner jams repeatedly, contact election office;...
- Page 9 Issue Resolution Steps (try each step in order, until the problem is resolved) Battery not Check battery present/no battery Restart device power Replace battery If no AC power, contact Election Office and replace device* Closed polls too If dictated by local procedures, 22) and reopen soon (Early Voting) restart device...
- Page 10 troubleshooting issue directory Issue Resolution Steps (try each step in order, until the problem is resolved) Device will not turn Check tablet connection/docking Check power supply Check battery If power on report is available, verify firmware version Restart device Contact Election Office and replace device* Error codes/ Check/note device message(s)
- Page 11 Issue Resolution Steps (try each step in order, until the problem is resolved) Language chosen see Wrong language selected - Touch Writer incorrectly No AC power (AC Check power supply power indicator Restart device on device screen is Contact Election Office and replace red/crossed out) device* No battery power...
- Page 12 troubleshooting issue directory Issue Resolution Steps (try each step in order, until the problem is resolved) Power loss see: • Device turns off/loses power (was on previously) • Device will not turn on • No AC power Precinct (incorrect see Spoiling ballots (Touch Writer) on ballot) Precincts (incorrect see Device has incorrect polling...
- Page 13 Issue Resolution Steps (try each step in order, until the problem is resolved) Scanner problems see: • Ballot stuck in scanner (ballot has been cast) • Ballot stuck in scanner (ballot has not been cast) • Ballot will not scan Thermal printer Check/make note of any device does not work...
- Page 14 troubleshooting issue directory Issue Resolution Steps (try each step in order, until the problem is resolved) vDrive error see Error codes/messages message (Invalid vDrive, corrupt vDrive) vDrive lost/missing Contact election office and replace device* see also appendix C: creating a recovery vDrive for voting devices 14).
- Page 15 *when replacing devices... Spare devices should be predefined for the correct polling place before they are deployed. Record replaced device serial number on an Out of Service Equipment tag and affix tag. Log a full description of the problem on the Equipment Chain of Custody form, if sending for repair.
- Page 16 troubleshooting procedure reference troubleshooting procedure reference Checking power supply Confirm the AC power cord is plugged in to the back of the device. Confirm the power cord and power brick are plugged in securely. If you are using a power strip or UPC, confirm the plug coming from the power brick is plugged into the strip, and make sure the power strip is turned on.
- Page 17 Confirm the power cord/power strip/ extension cord is plugged into a working, 3 prong outlet. After checking connections, press the red power button on the back of the device to turn on the device.
- Page 18 troubleshooting procedure reference Checking tablet connections/docking Check to see if the tablet docking light is green, indicating the tablet is seated. Check that the tablet is firmly seated in its cradle. Check that the tablet lock is engaged (locked). If you have reconnected the tablet, restart the device (page...
- Page 19 Checking the system battery Make certain all voters using the device have finished voting. If restarting Scan, make sure voters have access to the emergency ballot slot. Press the red power button on the back of the device until the device shuts down.
- Page 20 troubleshooting procedure reference Open the battery door on the back of the tablet and check that the battery is present. Check that the battery is connected properly. The tab on the connector coming from the battery must snap over the tab on the wire coming from the tablet.
- Page 21 Checking firmware Check with the central election office for the correct firmware version. On the power on report, check that the firmware version matches the correct version for your jurisdiction.
- Page 22 troubleshooting procedure reference Restarting a device Make certain all voters using the device have finished voting. If restarting Scan, make sure voters have access to the emergency ballot slot. Press the red power button on the back of the device until the device shuts down.
- Page 23 Checking headphones Check that the headphones are connected to the proper (left) port on the Verity Access, and that the connection is secure.
- Page 24 troubleshooting procedure reference Verifying device audio settings On the Touch Writer, select the Audio button. Verify the device audio settings. Select Volume to check the volume settings.
- Page 25 Spoiling a Ballot (Touch Writer) (if ballot has not yet been printed) Press the blue poll worker button on the back of the Touch Writer. Enter the Poll Worker Code. Select Spoil current ballot.
- Page 26 troubleshooting procedure reference Select Yes, spoil the ballot. Select OK. Follow local procedure for filling out and filing spoiled ballot paperwork.
- Page 27 Disabling an access code Push the blue poll worker button at the back of the Touch Writer. Enter the Poll Worker Code. Select Deactivate an access code. Check the Access Code status and follow local procedure to determine if a new code should be issued: •...
- Page 28 Cleaning the Verity Scan scanner Make certain all voters using the device have finished voting. Make sure voters have access to the emergency ballot slot. Press the red power button on the back of the Verity Scan to turn it off.
- Page 29 Verifying the polling place Refer to the Open Polls Report to confirm polling place name and voting type, or refer to any report header to confirm the Polling Place name.
- Page 30 troubleshooting procedure reference Loading thermal printer paper The thermal printer is located on the right-hand side of the voting device. To open the paper compartment: While standing in front of the device, pull the lever on the top of the printer cover towards you.
- Page 31 To replace paper: Place the new paper roll into the printer as shown. Paper must roll out from the bottom. Close the printer cover. The paper must extend out from underneath the front edge of the cover. The white button can be used to advance the paper.
- Page 32 troubleshooting procedure reference thermal printer diagnostics report If the user inadvertently holds down the printer feed button while powering up, the printer will enter diagnostics mode and the printer diagnostic report will print (sample report shown). Once the printer is in diagnostics mode, it cannot be used normally.
- Page 33 When operating on battery power alone, Verity devices include a built-in energy-saving timeout feature that will shut down the device after a period of inactivity. If the device is running only on battery power, unless the device is on one of the following screens, the device will shut down after 2 minutes of inactivity.
- Page 34 notes:...
- Page 35 Hart Support Note: the following contact information is for use by election officials and staff only; poll workers should not be encouraged to call the Hart CSC Help Desk. Hart Customer Support Center (Help Desk) 1.866.275.4278...
- Page 36 ©2015 Hart InterCivic Verity is a registered trade- mark of Hart InterCivic, Inc.