Troubleshooting First Steps Checklist

Important: These steps must be completed before raising a ticket with the Technical Operations (TechOps) team. If these steps do not resolve the issue, please provide the details of your findings when opening a case.

1. Cables

Ensure all cables are securely plugged into the correct ports. Every cable should be connected at both ends; an unplugged end is an error that must be corrected.

• Power Cords: Computer/Server, Kiosk, and Monitor.

• Device Cables: Printer, Camera, Keyboard, Scanner, and Mouse.

• Network: Ensure the Ethernet/Network cable is firmly seated (if using a wired connection).

2. Power Supply

Verify that power is reaching all components:

• Outlets: Check that the power cord is plugged into the wall or power strip.

• Switches: Ensure the power strip and the physical power switches on each device (monitor, printer, etc.) are in the ON position.

• Indicators: Check for illuminated LED lights on the hardware.

• Testing: If a device won't turn on, plug a known working device (like a phone charger) into the same outlet to test for power.

Note: If an outlet is dead and cannot be fixed by a wall switch, please contact Site Facilities. TechOps cannot resolve building power issues.

3. Printers

• Status Lights: Check for red or blinking error lights.

• Media & Consumables: Ensure the tray has paper and the ink/toner cartridges are properly seated.

• Physical Checks: Clear any visible paper jams and ensure all trays, panels, and doors are fully closed.

• Fiery Command Workstation (Xerox C60 / Versant 80):

  1. Open Command Workstation 5 and connect to the printer.

  2. Check the left-hand side for specific error messages or instructions.

  3. Navigate to the Server menu > Clear Server > select all checkboxes > Click OK.

  4. Power Cycle: When restarting, wait for all fans to stop spinning completely before turning the printer back on.

4. Camera Settings

Incorrect settings are a frequent cause of issues at capture. Please verify the following:

• GPS Tagging: Ensure GPS tagging is turned OFF. Enabling GPS breaks the metadata our system uses to pull Guest information.

• Time and Date: Ensure the camera’s internal clock is precise. Incorrect times (even by an hour) will cause photos to import incorrectly, especially during Daylight Savings Time transitions.

• Focus: Ensure the camera is on the correct focus mode (usually Auto-Focus) and hasn't been toggled to Manual accidentally.

• Lighting: If your site uses natural/dynamic lighting, verify settings are adjusted for the current time of day.

5. Reboot Protocol

Attempt a restart of the specific device experiencing issues. Do not restart the Workflow Server without direct guidance from TechOps.

Recommended Restart Order:

1. Cameras, Scanners

2. Printers

3. PCs & Devices (Kiosks, Production, Mobile capture, etc.)

4. Internet Equipment

Opening a TechOps Case

If the steps above do not resolve the issue, please open a ticket with Magic Memories Technical Operations Team.

Severity Guidelines: Please provide an appropriate severity level based on the actual impact on the venue.

• Note: Do not declare every case as "VENUE DOWN." Accurately reporting severity ensures the team can prioritize the most critical issues effectively. Read about The Boy Who Cried Wolf.