Hardware Troubleshooting for Multi-Family Admins

On this page

• iOS Devices
• Rise Kiosk - Auto Login
• Rise Booking - Auto Login
• Rise Lift - Auto Login
• Rise Receive - Auto Login
• Hard Reset
• iPad Settings
• Connections
  • Cable Check
  • Relays
  • Beacons
• Exterior Kiosks - Mk4
• Rise Screen
• Rise Tap
• Rise R-WX
• Printers
  • Brother Printers
  • Dymo Printers

Hardware Troubleshooting

If you are having issues with your hardware, check out this guide for some troubleshooting tips! If you are still having trouble, reach out to your VTS Rise contact or Support. 

iOS Devices

 

Rise Kiosk - Auto Login

Rapidly tap on the top corner or the address of the property 10 times. A prompt will appear giving you options to select from. Select Logout with auto login for the iPad to log in and log out automatically.

Check out this article on Kiosk Management for more information!

Rise Booking - Auto Login

Tap on the Rise Booking logo 10 times rapidly. Select Sign Out in the upper corner. Once prompted, select Logout with Auto Login to auto-login.

Check out this article on Rise Booking Tablet Configuration for more information!

Rise Lift - Auto Login

Rapidly tap on the Rise Lift logo 10 times. A prompt will appear giving you options to select from. Select Sign out with Auto Login for the iPad to log in and log out automatically.

Check out this article on Rise Lift for more information!

Rise Receive - Auto Login

Rapidly tap on the Rise Receive logo 10 times. A prompt will appear giving you options to select from. Select Logout with Auto Login for the iPad to log in and log out automatically.

Check out this article on Rise Receive for more information!

Hard Reset

Hold the power button and the home button at the same time for 10 seconds for it to fully reset.

iPad Settings

Verify correct settings on the device with a VTS Rise team member.

Connections

 

Cable Check

Check the Power over Ethernet adapter (PoE) for both orange (ACT) and green (LINK) lights.

Property must test their network cables and power source to ensure the device is receiving proper power and data.

Relays

• Ensure both the orange (ACT) and green (LINK) lights are lit and active.
• Power cycle the relay by cutting the power source from the relay, waiting 30 seconds, and plugging it back in.
• Confirm with an IT technician that the ethernet cable is providing sufficient internet access.
• Confirm with a Low Voltage Technician that the power cable is sufficient (See VTS Rise Exterior Intercom MK4).

Beacons

• Ensure the user's phone has Bluetooth ON and ensure Location Services are set to Always Allow for the app.
• If necessary, adjust the pulse radius on the beacon and check the configuration settings (see How to Change Beacons Pulse Radius guide).
  
  

Check out this article on Adding Beacons for more information!

Exterior Kiosks - Mk4

• Unplug the power source to the Kiosk.
• Unplug the ethernet cable from the Kiosk.
• Plug the ethernet cable back in followed by the power cable.
• Confirm with an IT technician that the ethernet cable is providing sufficient internet access.
• Confirm with a Low Voltage Technician that the power cable is sufficient (See VTS Rise Exterior Intercom MK4).

Rise Screen

• Ensure WiFi is connected to the Fire TV Stick.
• Ensure the Fire TV Stick is connected to the HDMI port and plugged into an outlet.
• Power cycle the Fire TV Stick.
• Ensure the Screencloud app is open on the Fire TV Stick.

Check out this article on Managing Rise Screen for more information!

Rise Tap

If you are experiencing issues with your Rise Tap, please reach out to [e-mail].

Check out this article on Rise Tap for more information!

Rise R-WX

If you are experiencing issues with your Rise R-WX, please reach out to [e-mail].

Check out this article on Rise Scan/ Rise R-WX for more information!

Printers

 

Brother Printers

• Ensure all cables are fully connected.
• Power cycle the printer by cutting the power source from the printer, waiting 30 seconds, and plugging it back in.
• Ensure Bluetooth is on.
• Ensure the iPad is connected to the printer via Bluetooth from the iPad settings.
• Ensure the Kiosk app has the correct printer and paper settings selected.

Check out this article on connecting the Kiosk to a printer for more information!

Dymo Printers

• Ensure all cables are fully connected.
• Power cycle the printer by cutting the power source from the printer, waiting 30 seconds, and plugging it back in.
• Ensure correct rolls are in the printer.
• Ensure the latest software is installed on the computer.
• Ensure there are no duplicate printers on the drive.
• Ensure the correct printer is set as the Default Printer on the computer.
• Delete the software and reinstall it, making the Dymo printer the default printer.

If Chrome is displaying the No Dymo Printers Are Installed. Install Dymo Printers message when trying to print a visitor or resident badge, please follow the steps in this article to restore the connection. If the problem still persists please reach out to [e-mail].

Step 1

Find Dymo Web Service in the Windows System Tray. (lower right corner) and right-click on the Dymo icon. Select Diagnose...

Step 2

Select Yes on the DYMO Label Web Service window that pops up asking: Do you want to open a test page to check the certificate?

• If the pop-up doesn't display the option for a test page, proceed to Step 6 to install the latest driver version of Dymo Label Software.

Step 3

Chrome should open and display the following message: 

Visit the VTS Rise portal and test print a visitor badge. 

Step 4 (if applicable)

If a browser other than Chrome opens, please ensure Chrome is set to be the default system browser and complete steps 1-3 again. 

Step 5 (if applicable)

If Chrome displays a Your connection is not private message:

• Select Advanced.
• Select Proceed to localhost.

The connection between Chrome and Dymo is restored if you receive the green Congratulations message from Step 3. Confirm connection restoration by visiting the VTS Rise portal and printing a test visitor badge. 

Step 6 (if applicable)

Uninstall Dymo Connect or older versions of Dymo Label.

Visit Dymo Support and download the latest version of Dymo Label Software. 

After installation is complete, restart the computer and revisit steps 1-3.