Hart InterCivic Verity Print Guida
troubleshooting
eld guide
Hart InterCivic Quality and Information Security Policy
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services for its customers through adherence to its established hardware and soft-
ware Quality Management Systems, complying with customer, statutory and regu-
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is also committed to the integrity and the security of the information used in the
product development process, in the products themselves, and in our manage-
ment of customer data during the implementation process.
This DOCUMENT and the SOFTWARE, HARDWARE, and FIRMWARE to which it
pertains contain condential and proprietary information belonging exclusively
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stored in a retrieval system, or transmitted in any form, distributed by any elec-
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15500 Wells Port Drive
Austin, TX 78728
Help Desk: 866.275.4275 (866.ASK.HART)
eFax: 512.252.6925
eMail: hartsupport@hartic.com
Hart Support Online: https://hartsupport.hartic.com
Document Number 6653-001 A
© 2015 Hart InterCivic, Inc.
All Rights Reserved
troubleshooting
eld guide
version 1.0
how this guide works
troubleshooting
issue directory
troubleshooting
procedure reference
troubleshooting: a systematic approach...................6
5
contents
7
16
contents
4
how this guide works
This troubleshooting guide is organized into
two sections:
XXIssue directory: a list of potential issues, with a
summary of the procedures to resolve each issue,
in the order they should be attempted.
XXProcedure reference: provides detailed
instructions for each resolution procedure.
The procedure for using this guide is outlined
below:
1 Look up the problem you are having in
the issue directory.
2 Each entry in the issue directory will have
a set of resolution steps.
3 Follow the resolution steps in order;
check for success after each step.
4 Some resolution steps will indicate a
page number; If you need further details
on these procedures, look up the indicated
page number in the procedure reference for
that step.
5
a systematic approach
to troubleshooting
□Remain calm
□Identify the issue or
symptoms as reported
□Gather further information
□Think broadly
□Do not jump to conclusions
□Ask questions
□Establish a theory to explain
the source of the problem
□Research resolution steps
based on your theory
□Use available documentation to
identify the resolution steps
□Attempt resolution
□Check for success
□Repeat
troubleshooting issue directory
Issue Resolution Steps (try each
step in order, until the
problem is resolved)
Access code does
not work (Touch
Writer)
1 Conrm access code was entered
correctly
2 Disable the access code (and
conrm access code was not used) (p
27)
3 Issue a new access code, if
applicable
Access code
was printed but
not used (Touch
Writer)
1 Disable the access code (if desired)
(p 27)
Access controller
does not work
1 Verify device settings (p 24)
2 Restart device (p 22)
3 Contact Election Ofce and replace
device*
Ballot incorrect
(wrong ballot
issued)
see Spoiling Ballots (Touch Writer)
Ballot printer does
not work (Touch
Writer)
1 Verify printer cable is plugged in
to printer and Touch Writer; verify
printer has AC power
2 Restart device (p 22)
3 Replace ballot printer and restart
device (p 22)
7
Issue Resolution Steps (try each
step in order, until the
problem is resolved)
Ballot stuck in
scanner (ballot has
been cast)
1 Check/note device message(s), if
any; conrm ballot has been cast
2 Restart device (p 22)
3 If scanner jams repeatedly, contact
election ofce; use emergency ballot
slot and/or replace device*
Ballot stuck in
scanner (ballot has
not been cast)
1 Check/note device message(s), if
any; conrm ballot has not been cast.
2 Open scanner cover; remove and
atten ballot; close scanner cover and
re-feed ballot.
3 Restart device (p 22)
4 If scanner jams repeatedly, contact
election ofce; use emergency ballot
slot and/or replace device*
Ballot will not scan 1 Check/note device message(s), if
any
2 Conrm ballot has not been cast
3 Remove, atten and re-feed ballot
4 Clean scanner (p 28)
5 Contact election ofce; use
emergency ballot slot and/or replace
device*
troubleshooting
issue directory
8
Issue Resolution Steps (try each
step in order, until the
problem is resolved)
Battery not
present/no battery
power
1 Check battery (p 19)
2 Restart device (p 22)
3 Replace battery
4 If no AC power, contact Election
Ofce and replace device*
Closed polls too
soon (Early Voting)
1 If dictated by local procedures,
restart device (p 22) and reopen
polls.
Closed polls too
soon (Election Day)
1 Verify polls are closed
2 Contact Election Ofce and replace
device*
Device has
incorrect polling
place/precinct
1 Verify polling place from any device
report
2 Contact Election Ofce and replace
device*
Device is hot or
smells hot
see Battery issues
Device screen is
dark
see Device will not turn on
Device turns off/
loses power (was
on previously)
1 Check power supply (p 16)
2 Check battery (p 19)
3 Restart device (p 22)
4 Contact Election Ofce and replace
device*
9
Issue Resolution Steps (try each
step in order, until the
problem is resolved)
Device will not turn
on
1 Check tablet connection/docking
(p 18)
2 Check power supply (p 16)
3 Check battery (p 19)
4 If power on report is available,
verify rmware version (p 21)
5 Restart device (p 22)
6 Contact Election Ofce and replace
device*
Error codes/
messages
1 Check/note device message(s)
2 Restart device (p 22)
3 Conrm device message(s)
4 Contact Election Ofce and replace
device*
Forgot to
print reports
before closing/
suspending polls
and powering off
see Printing reports after powering
down
Headphones do
not work/no sound
1 Check headphones (p 23)
2 Verify device settings (p 24)
3 Restart device (p 22)
4 Contact Election Ofce and replace
device*
troubleshooting
issue directory
10
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