Kiosk Troubleshooting

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<passage-header>App Is Frozen</passage-header> Is the app stuck at the startup screen or later in the photo process? [[Startup Issue]] [[Freeze In App]]

<passage-header>Check Device Power</passage-header> This means the monitor is not seeing a signal from the PC. Double check that the PC power light is on, and that the monitor is set to the correct input. You might try plugging the HDMI cord into a different input on the monitor. If the problem persists, contact us via the link below. [[Give us a call]]

<passage-header>Check Monitor Issues</passage-header> Does the screen respond to being turned on and off by the remote? Ex: When turned on, does it show a brand logo or "HDMI 1" message? [[Yes->Check Monitor Input]] [[No->Check Remote Power]]

<passage-header>Check for PC Issues</passage-header> Is the PC's power light on? [[Yes->Check Monitor Issues]] [[No->No PC Power]]

Ensure the wide black power connector is firmly set into the bottom of the Surface tablet, and attempt to power the unit back on, outside of the case. If the problem persists, contact us via the link below. [[Give us a call]]

<passage-header>What message is being displayed?</passage-header> [[Could Not Start Webcam]] [[Check Device Power]] [[Windows Was Not Shut Down Properly]] [[This File is Corrupt]] [[Other Message]]

<passage-header>Frozen in Photo Process</passage-header> If the app is stuck outside of the startup screen, please take a picture to help with troubleshooting, and send it to hello@baltivirtual.com. Restart the kiosk. Does it get stuck in the same place? If the problem persists, contact us via the link below. [[Give us a call]]

<passage-header>Give Us a Call</passage-header> We're here to help! Just click below to reach one of our team members. <a href="tel:1-410-596-2300">Call David</a> <a href="tel:1-443-801-8761">Call Will</a> <a href="tel:1-443-340-7200">Call Tony</a>

<passage-header>What type of kiosk is this?</passage-header> [[Large / Pro]] Our largest model (55" screen) [[Lite]] Mid-sized and portable (27" screen) [[Tablet]] Most portable (13" tablet)

<passage-header>What is the issue?</passage-header> [[Error Message on Screen->PC - Error Messages]] [[Nothing on Screen]] [[Touchscreen Issues]] [[App is Frozen]] [[Quality Issues]]

<passage-header>Main Power Issue</passage-header> Test the wall outlet by plugging in another device. If it's working properly, make sure the kiosk is plugged in securely. If the issue persists, remove the back panel thumbscrews and ensure all plugs are secure in the power strip to the lower right. If the problem persists, contact us via the link below. [[Give us a call]]

<passage-header>No PC Power</passage-header> If the PC doesn't turn on when the power button is pressed, ensure power cables are secure at both the PC and power strip end (may require removing the back panel). If the problem persists, contact us via the link below. [[Give us a call]]

<passage-header>Nothing On Screen</passage-header> The screen is blank after plugging in and powering the unit. Can you turn the light bar on and off? [[Yes->Check PC Issues]] [[No->Main Power Issue]]

<passage-header>Other Error</passage-header> Please take a photo of the issue to help with troubleshooting, and send it to hello@baltivirtual.com. Then use the link below to connect to us by phone. [[Give us a call]]

<passage-header>Quality Issues</passage-header> What is the specific problem? [[Players too large or too small relative to fans->Camera Calibration]] [[Players too bright or dark relative to fans->Lighting Instructions]] [[Other Issue->Give us a call]]

The next step is to make sure the cable is securely fastened to the tablet. This will require a phillips head screwdriver. [[Ok I'm ready->Unscrew the Vidabox]]

<passage-header>Frozen at Startup</passage-header> There may be a connection issue. Exit the app and check that the kiosk is connected to the internet either with an ethernet cable or through wifi. Restart the kiosk when done. If the problem persists, contact us via the link below. [[Give us a call]]

<passage-header>What is the issue?</passage-header> [[Error Message on Screen->Tablet - Error Messages]] [[Won't Turn On]] [[App is Frozen]] [[Quality Issues]]

<passage-header>File Corrupt</passage-header> The installation has become damaged, and we will need to reset it remotely. Follow the link below to contact our team. [[Give us a call]]

Detach the unit from the stand by removing the top set screw where the unit slides into the circular metal plate, and place screen side down on the ground. Loosen the outer thumbscrews on the back of the frame to release the inner white plastic case. Then unscrew the eight silver screws holding the case together and lift the back off. [[Check the tablet power connector]]

<passage-header>Windows Error</passage-header> Give the system a moment to run repair diagnostics. If the problem has not cleared in 5 minutes, power the unit off, wait 30 seconds, and then power back up. If the problem persists, contact us via the link below. [[Give us a call]]

Press the power button located in the circular cutout in the lower back of the unit. If nothing happens onscreen, verify that both sides of the AC power cord are snugly in place (the side that plugs into the wall and the side that plugs into the transformer block). [[Still won't start?->Remove Surface from Case]]

<passage-header>Calibration Instructions</passage-header> To access calibration, bring up the admin menu by swiping right and left three times, starting at the top left of the screen. Choose "Configure" from the popup menu. [[I see the menu->Camera Calibration S2]] [[What menu?->Give us a call]]

<passage-header>Lighting Issues</passage-header> Is the fan overly backlit in this location? If so, can the unit be moved, or can a step-and-repeat background be used to create a more uniform environment? Can the lighting be improved with an external light solution Call us and we're happy to help troubleshoot! [[Give us a call]]

<passage-header>Camera Calibration Step 2</passage-header> Adjust the camera so the player is sized correctly, and place a "stand here" sticker/mat if needed. Knowing player heights helps; ideally, test with someone your height. [[Ok Done->Camera Calibration S3]]

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<passage-header>Camera Calibration Step 3</passage-header> After setup, click "Go Back" bottom right. If you need further assistance, please contact us via the link below. [[Give us a call]]

<passage-header>Webcam Error</passage-header> This usually resolves after a system restart, but may require turning off the unit and switching the USB plugs in the computer. If the problem persists, contact us via the link below. [[Give us a call]]

<passage-header>Touchscreen Issues</passage-header> If the screen isn't recognizing touches consistently, or there are "phantom taps", there is dust or debris interfering with the touchscreen sensor (look around the edge of the screen). If cleaning with a microfiber cloth doesn't resolve the issue, swapping USB ports on the computer can sometimes help. If the problem persists, contact us via the link below. [[Give us a call]]

<passage-header>Check Monitor Input</passage-header> Ensure the screen is powered on. Check that the screen's input is set to the correct setting - this is usually "HDMI 1". If the problem persists, contact us via the link below. [[Give us a call]]

<passage-header>Check Remote Power</passage-header> Often the remote's internal battery can be drained (even though the led at the top lights up when buttons are pressed). Try recharging the remote for 2 minutes using a USB-C phone charger. Aiming the remote through the back of the unit may help. If the problem persists, contact us via the link below. [[Give us a call]]

<passage-header>What message is being displayed?</passage-header> [[Could Not Start Webcam->Could Not Start Webcam - Tablet]] [[Windows Was Not Shut Down Properly]] [[This File is Corrupt]] [[Other Message]]

<passage-header>Webcam Error</passage-header> This usually resolves after a system restart, but may require starting the photobooth and waiting 10 seconds before clicking the main menu button. If the problem persists, contact us via the link below. [[Give us a call]]