TrailKids Check In: Keys to Success

This guide will provide an overview of setting up check in stations for services, walkthroughs on using the equipment, and troubleshooting guides for common issues.

Use this table of contents to quickly jump to the section you'd like to learn more about.

Preservice Check In Prep

Follow this checklist to prepare your check in stations for a successful service!

• Replace the labels with a brand new roll in all the self service kiosk stations

  • Desk stations should use partial rolls and not a brand new roll

• Run a test print to make sure each station is working properly

• Place a brand new roll of labels inside the cabinet for each of the printers at your station

  • This is helpful if you run out of labels in the middle of the check in rush

• If you encounter any issues use the Common Issues section found in the document

  
  

Walkthroughs

Check out these walkthroughs to better understand how to use the check in equipment.

Common Issues

Below are some common issues that can occur with the check in stations. Follow the steps below before reaching out for technical support.

If you are not able to resolve the issue on your own make sure to grab the Out of Order sign from your station and cover the iPad with the issues. This will reduce confusion for attendees.

The iPad says the label type is incorrect.

• Click Okay to clear the message.

• Open the printer, take the labels out, and put them back in.

• Run a test print. If the printer prints then you are done troubleshooting.

• Otherwise, hold the power button on the printer until the lights and display turn off.

• Let go of the power button and push it a second time to turn it back on.

• Run a test print. If the printer prints then you are done troubleshooting.

• If you continue to have issues replace the label roll and test.

The iPad says there are no labels when there clearly are.

• Click Okay to clear the message.

• Open the printer, take the labels out, and put them back in.

• Run a test print. If the printer prints then you are done troubleshooting.

• Otherwise, hold the power button on the printer until the lights and display turn off.

• Let go of the power button and push it a second time to turn it back on.

• Run a test print. If the printer prints then you are done troubleshooting.

• If you continue to have issues replace the label roll and test.

The printer jams after an attendee checks in.

• Move the attendee to a new printer and re-check them in. Return to the jammed printer.

• Open the printer and reach inside the slot the labels feed into.

• Pull on any labels or remnants in the printer until the jam is cleared.

• Push new labels through the feeder. If the labels don't feed through then the jam is not cleared.

• If the labels feed through then you can close the printer. It should cycle a label through the feeder.

A red banner pops up on the iPad that says there is no network detected or no internet connection.

• Move the attendee to a new printer and check them in.

• Wait 15 - 30 seconds for the banner to clear.

• If the banner does not touch the Try Again.

• If the banner continues to appear, contact tech support ASAP and place the Out of Order sign on the printer.

The iPad says it can not connect to the printer

• Open the cabinet and hold the power button on the printer until the lights and display turn off.

• Let go of the power button and push it a second time to turn it back on.

• If the issue continues, reach behind the printer and unplug the power.

• Plug the power back in and push the power button to turn it on.

• Wait 30 secs and attempt to test print.

The printer is printing labels with faded or partial text.

• Run a test print. To see if the problem continues.

• Replace the roll of labels and test again.

• If the problem continues there is likely a slight paper jam. Continue to run test prints.

• Look at the labels every few test prints to see the issue is improving.

• If it is then continue running test prints until the labels return to normal.

A family doesn't receive the QR label or needs to print their labels again

• Enter the phone number of the family and select them from the list.

• Choose the child that needs to be checked in again.

• Choose "Check In Again"

• Select the appropriate service time.

• Choose Done

Requesting Technical Support

Before you reach out for technical support check out the troubleshooting steps we've provided in this document for common issues you can resolve on your own!

If you are not able to resolve the issue on your own make sure to grab the Out of Order sign from your station and cover the iPad with the issues. This will reduce confusion for attendees.

You can reach out for support by calling or texting (469) 577- 9364

Please provide this information when reaching out for technical support:

• Your name

• Your location in the building

• The name of the device having the problem

  • iPads have the name of the device in the bottom right hand corner

  • Printers have a label on the front side

• Any pictures that may help us resolve the issue faster

Check In Location Map

Use this map to identify all of check in locations and their numbers.