Troubleshooting ticket problems

Symptoms:

Tickets are not being identified by the system. Tickets are duplicated or can't be scanned.

Searching for the ticket:

Here, we will share some steps on how to identify the ticket origin, and if the same is valid.

1. Go to Cashier -> Cashier Operations -> Ticket finder:

2. Verify the number of the ticket directly on the ticket paper, and try to find it on the "Ticket Finder". 

3. Make sure to filter with a longer time frame to search for older tickets.

Scenarios:

Ticket is found in the ticket finder

Look at the status of the ticket. If it is expired, it means the ticket can't be redeemed because it is already expired.

If it is valid, but can't be scanned, please check if the ticket is a cashable and also if the ticket is well printed (faded barcode will make the ticket unreadable).

Ticket not found in the ticket finder

Machine didn't inform the system (maybe a malfunction on the slot). We suggest looking into the slot logs (turn attendant key and open logs/history) to confirm the slot issued the ticket. If not listed in the slot list, most likely a fake ticket. If ticket is there, cashier can pay the customer inserting a manual expense in the ledger.

Two tickets with the same number found in the ticket finder (Duplicate)

One of the slots is not keeping the correct sequence numbers to issue tickets. Given the secure nature of the barcode encoding, we can't reverse calculate the ticket number to identify which one is at fault. Our suggestion is to archive and promote at least one of the slots to force its correct sequencing codes into the slot's memory.

If the problem persists, a RAM clear may help as it reformats the slot's memory. In the event this still occur, the slot may need to be checked (memory/battery/main board may be at fault).

Ticket found in the ticket finder, but it is promotional instead of cashable

This issue is related to the machine printer firmware. The system tries to inform the machine printer that ticket is promotional, but machine printer doesnt accept it because of the firmware configuration. This is a machine printer issue, and not a system issue.