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Troubleshooting Ticket Signage

The screen shows “Loading…” or “Waiting for internet connection”

The app is waiting for its settings from PhyGrid, or the device is offline.

  1. Check that the device is online in Operations → Devices
  2. Check that the Ticket Signage installation is connected to the device
  3. Check the device’s internet connection
  4. Restart the device

The screen stays on “Loading queue info…”

  1. Open the Ticket Signage installation and go to the Settings tab
  2. Select at least one queue in Queue Items
  3. Save the settings

The screen shows “An error occurred while loading positions info”

The signage couldn’t load tickets for one of the queues in Queue Items. If one queue fails, the whole screen shows this message.

  1. Check that every queue in Queue Items still exists, and remove any deleted queue
  2. Check the device’s internet connection. The screen keeps retrying in the background and recovers when the queues load

Called tickets don’t appear on the screen

The signage shows tickets that are in Now calling in the Queue Manager. A ticket leaves the screen when staff check the visitor in.

  1. Check that staff called the ticket in the Queue Manager
  2. Check that the ticket’s queue is selected in Queue Items
  3. Check that Category Filter, if set, contains the ID of the ticket’s category. While a filter is set, tickets without a category are hidden
  4. Enable Show Latest Ticket to keep the last called ticket on screen after check-in

The station next to the ticket number is empty

The station comes from the staff member who called the ticket.

  1. Check that Stations are defined in the Queue Management installation
  2. Check that staff select their station in the Queue Manager Settings before calling tickets

There is no bell or voice when a ticket is called

  1. Turn off Enable Bell for voice announcements. When the bell is on, the voice is not used
  2. Select Enable primary voice and enter Voice text for new ticket for the default language
  3. Check that the ticket has a station. Without a station, the voice reads only the ticket number and skips your voice text
  4. Enable a second language in Multi-language support (see Glossary), select Enable secondary voice, and enter Voice text for new ticket in that language
  5. Check that the app runs on a device connected to PhyGrid with internet access. Voice announcements don’t play without a device
  6. Check the device volume