Kiosks & Tablets : Rail Industry Worker Knowledge Centre

How does a Rail Industry Worker sign in and out of a RIW Kiosk?

This article details how a Rail Industry Worker can sign into a RIW Kiosk on site.

This instruction applies to the following user roles:

Rail Industry Worker

1	To sign in, tap the RIW Sign-In tile on the Kiosk home page.
2	Place your RIW card or virtual RIW card (Vircarda App) with the QR code facing up in the card scanner. If you do not have your card, you can use the Forgotten Card function detailed at Step 9.
3	Confirm your identity by tapping on the Yes button.
4	If a site induction or a site briefing needs to be delivered prior to signing in, you will be presented with the content. Click the forward and back arrows to progress through the induction or briefing and tap Acknowledged when complete.
5	If a Breathalyser unit is installed, you may be prompted to take a straw and place it in the Breathalyser unit, breathing as instructed. If the Breathalyser value returns as ‘0.00’, the Breathalyser result is approved If the Breathalyser value returns more than ‘0.00’, the Breathalyser result has failed. At this point, a notification will be sent to the designated site contact and you will be blocked from entering site pending confirmatory testing.
6	On the next screen, you must select your Employer and Job role from the available dropdown options. Click submit. Tap Confirm if you have selected the correct employer and job role for the shift.
7	If there are any issues with your profile or ability to meet network, project or site requirements, an error message may appear. Refer to Rail Industry Worker Kiosk deny reasons and solutions for more information.
8	If no errors are detected, access is now granted. You will be prompted to print a sticker. If yes, a badge (sticker) will be printed for you. You must wear your badge while on site.
9	If you do not have your RIW card available,le you can click the Forgotten Card button on the sign-in screen. A pop-up window will appear asking if you know your RIW number. Choose Yes or No. If you remember your RIW card number, you can enter your RIW number and Date of Birth. If not, then enter your First name, Last Name and Date of Birth. Tap submit when complete and follow the previous sign-on instructions at Step 6 to choose your employer and job role.
10	You are now signed onto site.

Article link:

https://support.riw.net.au/support/solutions/articles/51000154979

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How does a visitor sign in and out of a RIW Kiosk?

Learn how a visitor can sign in and out of a RIW Kiosk.

This instruction applies to the following user roles:

Visitor

1	To sign in, tap the Visitor Sign-In tile on the RIW Kiosk or Tablet home page.
2	The visitor must read and agree to the Access Agreement. The Access Agreement explains how information may be collected and used for the RIW Program. Tap I Agree to proceed. NOTE: Visitors who do no agree to the Access Agreement will not be permitted onsite. If a visitor does not swipe into site within 30 days of their visitor profile creation, their details will be deleted from the RIW System.
3	The visitor may have already received a visitor pass generated from the RIW System that contains a QR code. If so, the visitor can scan the QR code now and then proceed to Step 7.
4	If the visitor has not received a visitor pass with a QR code, press No QR Code to scan? On the next page, the visitor can enter their First Name, Surname and Date of Birth. Tap Next. The Kiosk will check with the RIW System if the visitor already has their details recorded in the system. If a match is found between the visitor details and a Rail Industry Worker, the follow error will display. If the visitor has a RIW card, they can sign in using the RIW Sign-In function following instructions in How does a cardholder sign in and sign out of an RIW Kiosk or Tablet? If the visitor is not a Rail Industry Worker, please contact a site host who can perform a site host visitor registration. NOTE: After being registered by a site host, the visitor must then sign-in following these instructions.
5	If no matching errors are detected, the visitor can enter their Company, Email and Phone Number. Tap Submit.
6	The visitor must confirm all details entered are correct by tapping Yes.
7	The Kiosk will now take a profile photo for the visitor pass. The visitor must look into the camera and align their face to the provided frame. Press the circle under the frame to take a photo. The photo taken in this step will be printed on the visitor badge. Tap NEXT to continue.
8	The visitor must now select an available host, who will be notified of their arrival. Enter the hosts First Name and Last Name and tap Submit. If the host is not found, the following screen will appear. Please check in with a site supervisor for guidance on how to proceed. If a site host is not available, the following screen will appear. Please check in with a site supervisor for guidance on how to proceed. If there are two similarly named site hosts, you will be able to choose the correct host by tapping Confirm. The host will now be notified of the visitors arrival.
9	Depending on the site requirements, the visitor may need to complete a site induction or briefing before accessing the site. After the induction or briefing has been read, the visitor must tap Acknowledged that they have read and understood the information. A successfully completed message will be displayed. Tap Continue to proceed.
10	If a Breathalyser unit is installed, the visitor may be prompted to take a straw and place it in the Breathalyser unit, breathing as instructed. If the Breathalyser value returns as ‘0.00’, the Breathalyser result is approved. If the Breathalyser value returns more than ‘0.00’, the Breathalyser test has failed. At this point, a notification will be sent to the designated site contact and the visitor will be blocked from entering site pending confirmatory testing.
11	Once inductions or site briefings have been delivered and any breathalyser requirements satisfied, the visitor will be granted access and the host notified of their arrival. A badge will be printed, which the visitor can affix to their clothing while on site.
12	When the visitor is ready to leave site, they must attend the kiosk again and tap the Sign-Out tile on the home page.
13	The visitor must scan the QR code on the badge which was printed at the time when the access was granted. Alternatively, the visitor can enter their details by tapping Lost your visitor badge? Press Sign-Out if the details are correct. The visitor is now signed out of site.

Article link:

https://support.riw.net.au/support/solutions/articles/51000269615

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Getting ready for Kiosk Software Upgrade 4.8

With the recent RIW System 4.8 system release on 12 October 2022, an additional software upgrade on kiosks has been scheduled between 8-10 November 2022 to enable the following new features to be applied:

Change	Description
SR-770	Added a new function that allows sites with kiosks to add designated site host(s) to manage visitors who attend the site. The host must be an active RIW cardholder. When a visitor attends the site and signs in to a RIW Kiosk, the visitor must select a designated site host. The site host must be signed into the site to be selectable.
SR-590	Added the ability for a site host to override and register a visitor where the visitor details (first name, surname, and date of birth) match an existing cardholder or existing visitor on a Kiosk.
SR-595	Added the ability for site inductions on a kiosk to be set to display for visitors only.
SR-596	Added the ability for site briefings on a kiosk to be configured so that they show once (first time) or every time.
SR-589	Improved the search functionality for visitors on RIW Kiosk devices to determine a match against existing visitors and cardholders.

The software upgrade will be performed remotely, and the expected downtime will be minimal, at most a few minutes.

Your MTA Key Account Manager will be in contact with your scheduled software release day and time.

The following checklist provides what you need to do to get ready for the Kiosk software upgrade, and what you can do after the upgrade.

This instruction applies to the following user roles:

Advanced Project Admin
Employer Admin (where designated as a Contractor in Charge with a site that has a Kiosk)
Employer Admin - No Payment (where designated as a Contractor in Charge with a site that has a Kiosk)
Project Admin
Site Admin

1	Before your software upgrade, you must add site hosts to manage site visitors. This can be done now. Site hosts must be an active, current Rail Industry Worker. Site hosts will receive notifications that a visitor has signed in on a Kiosk and nominated them as their host. Also, site hosts can override and register a new visitor where the visitor details match those of an existing cardholder or visitor. If a site host is not assigned prior to the software upgrade, visitors will be unable to sign in through your Kiosk, as no site hosts will be available. Please consider advising any assigned site hosts of this new functionality and their responsibilities for managing visitors to your site.
2	Review your site contacts. Site contacts will receive notifications when a Rail Industry Worker is denied access to site. You can include either a mobile phone number and/or email address for a site contact. A site contact does not need to be a Rail Industry Worker.
3	Ensure you have updated your site address to use geomapping with swipe data and the muster list.
4	On the day of your upgrade, the software will be updated remotely. Please ensure the kiosk is powered on and in normal operating mode. There may be a minute or two while the software applies, but there is no expected outage that would affect the swiping of workers in to site.
5	After your software upgrade, review your current kiosk site inductions to determine if they should continue to be delivered to both Rail Industry Workers and/or visitors, as these two audiences can be set independently. If you would like to have different inductions for workers and/or visitors, you can request an amendment to the current site induction by contacting the RIW Service Desk. To add a new site induction to the RIW System, go to https://www.riw.net.au/contact-us/request-a-service/ and submit Competency Management Service Request by selecting category & sub-category mentioned in the below screenshot:
6	After your software upgrade, review your current kiosk site briefings to determine if they should continue to be delivered to both Rail Industry Workers and/or visitors, as these two audiences can be set independently. You can also set whether a briefing is to be delivered only once, or every time a worker/visitor swipes in to your site. Refer to How do you add and edit site safety briefings for kiosks?
7	Have you put up your RIW site posters yet? This is a great way to communicate your site requirements to those who access your site, and also a site contact should they have further queries. Refer to How to edit and customise the RIW site posters.

If you have any further queries, please reach out to your MTA Key Account Manager.

Article link:

https://support.riw.net.au/support/solutions/articles/51000321194

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How does a company add a new hardware device for a site in the RIW System?

This article details how a company can request a new hardware device to be added to a site in the RIW System.

For hardware relocation between sites, please refer to How does a company request the relocation of a hardware device between sites?

This instruction applies to the following user roles:

Advanced Project Admin
Employer Admin (if designated as a Contractor in Charge of a project)
Employer Admin - No Payment (if designated as a Contractor in Charge of a project)
Helpdesk
Project Admin
Site Admin

1	Go to Service Request - Rail Industry Worker (riw.net.au) and select category & sub-category mentioned in the below screenshot:
2	Fill in the service request details, noting the mandatory fields. When complete, click Send.
3	The RIW Service Desk will complete the request within 2 business days and confirm the device has been associated and set-up with the site. For further instructions on setting up your hardware, please refer to: How does a company edit a Kiosk in the RIW System?

Article link:

https://support.riw.net.au/support/solutions/articles/51000309801

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How does a company request the relocation of a hardware device between sites?

This article details how a company can request the relocation of a hardware device between sites in the RIW System. Physical movement of hardware is the responsibility of the company.

72 hours notice is required for relocation to be completed.

This instruction applies to the following user roles:

Advanced Project Admin
Employer Admin (if designated as a Contractor in Charge of a project)
Employer Admin - No Payment (if designated as a Contractor in Charge of a project)
Helpdesk
Project Admin
Site Admin

1	Go to https://www.riw.net.au/contact-us/request-a-service/ and select category & sub-category mentioned in the below screenshot:
2	Fill in the service request details, noting the mandatory fields. If moving multiple devices, a new service request should be used for each asset to be moved. When complete, click Send.
3	The RIW Service Desk will complete the request within 72 hours and confirm the device has been associated and set-up with the new site. For further instructions on setting up your hardware, please refer to: How does a company edit a Kiosk in the RIW System?

Article link:

https://support.riw.net.au/support/solutions/articles/51000152207

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How to submit a hardware maintenance or technical support request

Where an RIW System enabled Kiosk or Tablet solution requires maintenance due to a system fault or other operational issue, and is not available for use for sign in/sign out, please follow the instructions detailed below.

Step 1: Raise a service request or contact RIW Service Desk (urgent/out of hours)

To raise RIW Hardware Technical Support Request, go to https://www.riw.net.au/contact-us/request-a-service/ and select category & sub-category mentioned in the below screenshot:

If the matter is more urgent and/or out of hours, you can contact the RIW Service Desk direct on 1300 101 682. An urgent request would be considered a Priority 1 or 2 issue, as detailed in the Priority Definitions of Support at the end of this article.

Step 2: Fill in the service request

The following information needs to be completed in the service request. If you are calling the RIW Service Desk for an urgent request, having this information ready will assist in prioritisation an triage.

Field	Option
Full name
Phone number
Email address
Alternative contact full name
Alternative contact phone number
Alternative contact email address
Type of hardware this issue relates to	Kiosk Tablet Turnstile Printer Scanner Breathalyser
Name of site where hardware item is located
Asset number or device name if known
Details of issue & troubleshooting steps undertaken
Is the issue affecting ALL workers on site?	Yes No
Is there a redundancy (another Kiosk/Turnstile available for use) in place?	Yes No
Is this specific issue affecting MULTIPLE sites?	Yes No
Are you in a shutdown or impending shutdown which will require this device to be functional?	Yes No
How long has this device been deployed on site for?

Step 3: Triage and response

The issue will be triaged using the priority definitions listed below. If a technician is required to attend site, the RIW Service Desk will coordinate the call-out. Please note that if a call-out is required and the issue is a non-warranty item, then a call-out fee may be charged. This will be discussed with you during fault resolution.

Priority definitions of support

Priority 1 (P1) means an issue that results in users being unable to operate the device (ie the Hardware Devices and Software, including the Kiosk and Turnstile / Transient Point Solution) in accordance with the business processes or severely impacts business productivity and service levels.
Priority 2 (P2) means an issue that significantly impacts the user’s ability to use the device (ie the Hardware Devices and Software, including the Kiosk and Turnstile / Transient Point Solution) without using unsustainable workarounds or has a major impact on business productivity and service levels.
Priority 3 (P3) means an issue that has a minor impact on the user’s ability to use the device (ie the Hardware Devices and Software, including the Kiosk and Turnstile / Transient Point Solution) using sustainable workarounds or has a minor impact on business productivity and service levels.
Priority 4 (P4) means an issue that does not impede the user’s ability to use the device (ie the Hardware Devices and Software, including the Turnstile / Transient Point Solution) or does not impact business productivity and service levels. This defect severity level is used to highlight cosmetic or nuisance issues.

Resolution timeframes (approximate)

Priority	Response	Workaround time	Fix time	Technician to attend site
P1	30 mins	2 hrs	4 hrs	3 hrs
P2	1 hr	4 hrs	8 hrs	5 hrs
P3	4 hrs	8 hrs	24 hrs	24 hrs by appointment
P4	8 hrs	1.5 days	3 days	3 days by appointment

RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000155011

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How does a company set breathalyser requirements for a Kiosk in the RIW System?

This article details how to set breathalyser requirements when integrated with a kiosk in the RIW System.

Before updating kiosk or breathalyser settings, the device must be added to the RIW System. Refer to How does a company add a new hardware device for a site in the RIW System?

This instruction applies to the following user roles:

Advanced Project Admin
Employer Admin (where designated as a Contractor In Charge of a project)
Employer Admin - No Payment (where designated as a Contractor In Charge of a project)
Helpdesk
Project Admin
Site Admin

1

Go to https://app.riw.net.au and log in using your credentials.

2

Click on Administration > Site.

Select the site where the Kiosk and breathalyser is installed and click Edit.

3

Select Kiosks from the left-hand menu.

Site status can be set to Open, Closed or Evacuation mode. Please refer to How to place a kiosk into evacuation mode for further guidance on this feature.

The following criteria can be set when a breathalyser unit is integrated with a Kiosk device for:

Rail Workers - this is a cardholder who holds the Rail Corridor Access Job Role defined for the Network where the site is located.
Non Rail Workers - this is a cardholder who does not hold the Rail Corridor Access Job Role defined for the Network where the site is located.
Visitors - a non-RIW cardholder who attends a site.

The follow settings can be determined for each of the above cohorts.

BrAC Test Required: tick this box if a breathalyser test is required.
BrAC Percentage: the percentage of breathalyser tests required (enter number between 0 and 100). Example: If 100 is entered, every worker swiping in will be require a breathalyser test each time they swipe in. If 50 is entered, there will be a 50% chance of a cardholder being prompted to complete a breathalyser test on swipe in.

Important!

When a cardholder is denied access to site due to a non-negative breathalyser result, an SMS and email will be sent to the designated site contacts at the site where the result was recorded. The cardholder will be automatically blocked from site.

Site blocks can only be lifted by a user with the relevant permission after following secondary confirmatory testing.

Undertaking a secondary breathalyser test will not automatically lift a site block.

Breathalyser test records are available on a cardholder's profile, however the result will be recorded on the Swipes tab in the RIW System as Kiosk Access Denied - BrAC Test Non-Negative. For more information refer to What are the different type of swipe events in the RIW System?

Article link:

https://support.riw.net.au/support/solutions/articles/51000074687

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How do you add and edit site safety briefings for kiosks?

This article details how you can add and edit kiosk site safety briefings for Rail Industry Workers and visitors who swipe into site on a RIW Kiosk.

Safety briefings are information that supports safe working at a site. Safety briefings can be added and configured to be delivered to cardholders and visitors.

IMPORTANT NOTE FOR KIOSKS USERS
When updating site requirements in the RIW System, it can take between 15-30 minutes for any changes to be transferred to a Kiosk, such as site entry rules, working hour rules, site briefings or site inductions. Sites should assess the risk between when the change is made in the RIW System to when it is available in the Kiosk, and determine whether alternative access control measures are required during the update period.

It is advised that site briefings are added to the RIW System at least the day before it is required, and the start date set accordingly.

This instruction applies to the following user roles:

Advanced Project Admin
Employer Admin (where designated as a Contractor In Charge)
Employer Admin - No Payment (where designated as a Contractor In Charge)
Helpdesk
Project Admin
Site Admin

1	Go to https://app.riw.net.au and log in using your credentials.
2	Click on Administration > Briefing.
3	On the Briefings screen, click on the Add button to create a new briefing. From this screen you can also edit an existing briefing by clicking on the briefing and then Edit.
4	On the Briefing screen complete the following: Name: name of the new briefing. Category: Safety Briefing is the only category. Specific To: Select whether the briefing is specific to the network, a project or to a site. Depending on the option chosen, you will then need to specify the Network, Project or Site. Cardholder or Visitor: You must choose one option each for Cardholder and Visitor, to Show Every Time the person swipes into the kiosk, Show Once Only or Not Applicable. These can be set independently. Content: Upload a PDF file with the briefing material by clicking on the Choose File button and locating the file on your PC/device. Note: As the kiosks have a landscape screen orientation it is recommended that all content be produced in landscape orientation to better align with this and improve readability. When all the fields are completed, click Save.
5	Now that the briefing has been added, you can edit when it is displayed through site settings. Go to Administration > Site.
6	On the Site screen, a list of sites will appear. Highlight the site and click Edit.
7	On the Briefings tab, click the Add button.
8	Complete the Add Briefing pop-up: Briefing: Start typing the name of the briefing and a drop down of available options will appear for selection. Is Active: The Is Active check box must be ticked for the safety briefing requirement to be enforced from the Start Date. Start Date: Is the date the briefing will appear on the kiosk for cardholders. It is advised that the safety briefing is loaded the day prior to the start date, to ensure there is no delay when the briefing syncs to the Kiosk. End Date: Is the date the briefing will cease to appear for cardholders, if applicable. Click on the Save button. IMPORTANT NOTE: When a safety briefing is first added to the RIW System following this process, there may a short delay of up to 30 minutes while the safety briefing is synced to the Kiosk. During this syncing period, cardholders will be unable to view the briefing and will be provided a Kiosk onscreen message requesting them to try again or to contact an Access Controller for site access. To ensure a delay is not experienced, please load Safety Briefings the day prior to the start date.
8	The briefing will now display on the Kiosk on the start date. Briefings must be acknowledged as read and understood, and record of acknowledgement is maintained on their profile (Rail Industry Worker and visitor).

Article link:

https://support.riw.net.au/support/solutions/articles/51000152272

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How to place a kiosk into evacuation mode

This article details the steps required to place a site managed by an RIW System enabled kiosk into evacuation mode. When a site is placed into evacuation mode, a notification (email/SMS) is broadcast to all swiped-in cardholders, directing them to the designated evacuation / muster point. This mode also prevents new cardholders or visitors from signing into a site through the kiosk once it has been placed in evacuation mode.

For sites that have more than one kiosk or tablet, all units will be placed into evacuation mode simultaneously, as this function is performed in the RIW System and not on the kiosk itself.

When a kiosk is placed into evacuation mode, all turnstiles and transient points will provide free access (no authority to work check or scanning of RIW cards is required) for workers to exit the site and emergency services to enter the site.

This instruction applies to the following RIW System User Roles:

Advanced Project Admin
Project Admin
Site Admin

Step 1: Log in to the RIW System

Go to https://app.riw.net.au and login using your credentials.

Step 2: Administration tab

Click on the Administration tab.

Step 3: Site icon

Click on the Site icon

Step 4: Identify site

Highlight the site and click on the Edit button.

Step 5: Kiosk tab

Click on the Kiosk tab located on the left hand side of the screen.

Step 6: Site status

Set the Site Status to Evacuation Mode and confirm by clicking the OK button on the Evacuation Mode dialogue box .

Step 7: Save change

Click the Save button to send the SMS and Email messages to all swiped-in workers on the site.

Once the site has been placed into evacuation mode, the Kiosk will also display the following notification on screen, preventing cardholders and visitors from swiping in to site. This screen will remain in place until the site is returned to Open mode.

Step 8: Muster list

To check cardholders and visitors at the emergency assembly point, a Muster List can be produced. For instructions on how to run a Muster List, please refer to instructions at How does a company manage a muster list?

Step 9: Remove evacuation mode

To remove the site from Evacuation mode, return to the Site screen described in Step 6, and change the Site Status to Open. The warning message will be removed from the Kiosk screen, allowing cardholders to swipe in/out of site.

RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000157682

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How does a company add a kiosk site induction?

What type of maintenance is recommended for an RIW System enabled Kiosk or Tablet?

Using the kiosk during RIW System service interruptions or when offline

When an RIW System enabled Kiosk goes into offline mode, there is no internet connectivity to the device, or the connection with the RIW System may be disabled due to a system upgrade.

Kiosks and tablets can operate in this modified state for 72 hours without connectivity.

Please note that during periods of no internet connectivity, kiosks and tablets are not receiving any updates from the RIW System or sending any updates to the RIW System. Once the Kiosk or Tablet comes back online, data will be updated.

Any turnstiles associated with a Kiosk or Tablet at a site that goes into offline mode will continue to provide or deny access based on their kiosks authority to work outcome.

1

To recognise if a kiosk is operating in offline mode, the WiFi symbol with a strike through will appear in the top right hand corner of the Welcome screen,.

2

While in offline mode, the kiosk will support Rail Industry Worker swipe in and out for all workers who have signed in to the same Kiosk in last 28 days (when online). The kiosk will complete the authority to work check on these worker's based on the authority to work outcome recorded against the worker in last 28 days.

If a worker has not signed in to the kiosk in the last 28 days, they will be unable to swipe in when a Kiosk is in offline mode.  The worker should check with the Site Access Controller or Site Supervisor for access.

If the kiosk has continuously been in offline mode for more than (72) hours, it will automatically go into Maintenance Mode and will not be able to support cardholder swipe in or out until the connectivity issue has been resolved.

Swipe records captured in offline mode will be uploaded to the RIW System once the kiosk is connected back to internet and communications are available.

Please refer to our article Kiosk Troubleshooting Guide for directions on resolving issues. In the case of offline mode, please check availability of local network connectivity first.

Article link:

https://support.riw.net.au/support/solutions/articles/51000155042

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Kiosk Troubleshooting Guide

Please use this troubleshooting guide if you are experiencing issues with a Kiosk. If the issue is unable to be resolved by following the steps below, please refer to further articles that are listed below.

Common Issues

Kiosk not responding?

Restart kiosk – Power PC off by pressing the blue power button located at the front of the PC. Wait 30 seconds and power PC back on.
No network? Restart all sources of network hardware (router/modem etc.) and check if power is running on devices.
Ensure all cables to the PC and power board are firmly in place. These could have dislodged due to transit or vibrations on site.
Check power to the outlet (powerpoint) or before the outlet is cut (due to outage, power surge etc.)

Connection issues?

Is the kiosk connected to the Wi-Fi network? The Wi-Fi symbol in the top right corner of the screen will determine network connectivity.
Is the network cable connected to the PC?
Is the router functioning?
- What lights are flashing?
- What colour (green is active and red is inactive)
Is the network down?
Has power been cut tot he network / modem / router? (ie. lights are off)

PC not functioning?

What colour are the LED lights on the PC?
- Blue - All is okay
- Orange flashing - motherboard is faulty
- Red - onboard power is dead

NOTE: If the lights are showing orange or red, then a replacement PC may be required.

Stickers not printing?

Does the printer have stickers loaded and are they loaded correctly
Is the printer connected to the power board?
Does the printer have debris caught in the printing mechanism?

Cannot scan RIW cards, including virtual cards?

Is the Kiosk powered on and has connectivity?
Has a 'Access Denied message displayed?
Has 'Evacuation Mode' been activated?

Still not working?

If the kiosk is still not functioning after attempting the troubleshooting tips above, please refer to the component troubleshooting guides below:

Component Troubleshooting

If the kiosk is still not functioning after attempting the troubleshooting tips above, please contact the Service Desk on 1300 101 682 or raise a Service Request at https://www.riw.net.au/contact-us/request-a-service/ by selecting category & sub-category mentioned in the below screenshot:

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Kiosk PC Troubleshooting Guide

Kiosk Scanner Troubleshooting Guide

This troubleshooting guide can be used if a site is experiencing issues with a Kiosk scanner.

TABLE OF CONTENTS

Scanner images
Common Issues
Still not working?

Scanner images

Scanner Power cable in
Scanner USB connection to PC

Common Issues

Image scanner not scanning?

If a scanner is not scanning RIW cards, it could be that the scanner has gone into hibernation mode, that there is inadequate light available or that the QR code might be unable to be scanned due to damage.

Check whether there is sufficient light available to read the QR code.
Check whether the QR code attempting to be read is not damaged and clearly discernable.
Look at the scanner and confirm if there are any lights on (white lights)?
If all lights are on and the QR code is still not being read, it may imply the scanner is hibernating.
Open the kiosk door and unplug / replug the scanner from the scanner head, and check whether the USB is also firmly connected to the PC. You should hear 3 beeps as the scanner restarts and connects.
Try to scan the QR code again.

NOTE: Windows 10 has reported issues with scanners moving into hibernation mode if not used regularly. MTA will work to update the device to minimise this issue occurring if reported.

Still not working?

Restart the whole Kiosk by powering the PC off by pressing the blue power button located on the front of the PC. Wait 30 seconds before powering the PC back on. Check scanner to see if this resolves the issue.
If the scanner is still not functioning after attempting the troubleshooting tips above, please raise a RIW Hardware Technical Support Request at https://www.riw.net.au/contact-us/request-a-service/ by selecting category & sub-category mentioned in the below screenshot:

RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000074686

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Kiosk Printer & Scanner Troubleshooting Guide

Please use this troubleshooting guide if you are experiencing issues with a Standing Kiosk printer.

TABLE OF CONTENTS

Standing Kiosk Printer Images
Printer User Manuals
Common issues
Still not working?
Citizen Printer Consumables
- RIW Knowledge Centre Article Link:

Kiosks are installed with a Citizen CL-S400DT Thermal Label and Barcode Printer with an accompanying Auto Cutter.

Standing Kiosk Printer Images

Printer Front View Power on/off switch is found on the front of the unit.
Printer Back View Power in cable socket (large socket). USB in.
Printer Top View LCD status screen will display errors if the power LED is red. POWER LED is found on the bottom left of the LCD status screen (circled).

Printer User Manuals

Printer user manuals can be found at the end of this article.

Refer pages 51-53 of the Citizen CL-S400DT Thermal Label and Barcode Printer User Manual for troubleshooting tips.
Refer page 15 of the Citizen CL-S400DT Auto Cutter User Manual for troubleshooting tips.

Common issues

Paper jam or Printer Misaligned?

Press grey button to open lid.
Check roller to see if sticky, and if so, clean.
Ensure paper is aligned correctly by using the black paper guides to move the roll from left to right.
Dust or debris in the printer may be causing the printer to jam. To clean the printer, please refer to the manufacturer's user guide.
- For a kiosk printer - Kiosk printer user guide
- For a tablet printer - Tablet printer user guide
Ensure that the correct labels are used
- For a kiosk printer - 100mm X 49mm
- For a tablet printer - 100mm X 62mm

Label rolls that have perforations between labels are not to be used with either printer type.  These labels will cause the printer to jam.

If the kiosk printer is emitting a continuous beeping noise, the label roll needs to be re-loaded as per the Kiosk printer user guide.

Printer light flashing red?

When an abnormal condition is detected with the printer, an alarm sounds and the POWER LED lights up (red) to indicate the type of error. The LCD screen will indicate the error message.
Please refer to page 20 of the Citizen CL-S400DT Thermal Label and Barcode Printer User Manual to identify the error and the appropriate resolution.

Printer cables connected?

Ensure power cable at the rear of the printer is firmly in place.
Ensure power cable is firmly connected into the power board.
Ensure USB cable at rear of the printer is firmly in place.
Ensure USB cable is connected firmly into the PC.

Printer out of paper?

Check paper roll. Is it out of paper? If so, press grey button to open lid and change the roll.
Ensure the roll is lined up correctly by using the black paper guides to move the roll from left to right. Refer to the Citizen CL-S400DT Thermal Label and Barcode Printer User Manual for further instructions.

Incorrect Details on Labels?

Check that the correct site name is appearing on the home screen of the kiosk or tablet. If the incorrect site name is appearing the kiosk will need to be restarted to see if the name will update from a refresh from the RIW System.
Check that the RIW Cardholder has selected the correct job role and used their RIW credentials to swipe in. If the incorrect job role or credentials were used, swipe out and re-swipe in with the correct information.

Scanner not scanning Card?

If the sound of a "Beep" is played when scanning:
- If a message is displayed advising that the RIW Cardholder has not met the site entry requirements. Please refer this to your Site Administrator, Access Controller or your Employer Administrator for resolution.
- Check to ensure that the QR code on the RIW Card is readable and able to be scanned. If it is not able to be scanned, please use your virtual card (Vicarda) and contact your Employer Administrator to have your physical card replaced.
If no "Beep" sound is played when scanning:
- Make sure there is sufficient lighting for the scanner to be able to scan the card.
- Make sure that the RIW Card is being held in front of the scanner at the correct angle to scan. The RIW Card should be held parallel to the scanner unit.
- Check that there is a solid light on the scanner. If not, check that the scanner is plugged into the tablet or the kiosk PC. To check the kiosk connection, you will need access to inside of the kiosk cabinet.

Still not working?

Restart the kiosk by powering the PC off by pressing the blue power button located at the front of the PC. Wait 30 seconds and power PC back on. Check printer to see if this resolves the issue.
If the printer is still not functioning after attempting the troubleshooting tips above, please submit a RIW Hardware Technical Support Request at https://www.riw.net.au/contact-us/request-a-service/ by selecting category & sub-category mentioned in the below screenshot:

Citizen Printer Consumables

Citizen printer labels/stickers can be purchased from a number of suppliers.

The label required is a 102mm x 48mm, 1 across (1000/roll) White Direct Thermal Perforated Label with permanent adhesive and 25mm core. The code for the product is LAB10248X1DTWS25P.

A number of suppliers offer this label as follows:

POS Central (https://www.poscentral.com.au/)
Aussie POS (https://www.aussiepos.com.au/)
Rubi POS (https://www.rubipos.com.au/)
PrimoPOS (https://www.primopos.com.au/)

RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000074654

pdf

Citizen CL-S...

(1.59 MB)

pdf

Citizen CL-S...

(4.25 MB)

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Kiosk Camera Troubleshooting Guide

Kiosk Touchscreen Troubleshooting Guide

Tablet Wireless Printer Troubleshooting Guide

Kiosk error message - Database Error Sync: Please, relaunch the kiosk or contact Tech Support to fix the database

Error Message

Database Error Sync: Please, relaunch the kiosk or contact Tech Support to fix the database

This message implies that the Kiosk could not connect to a network upon restarting.

Most likely, if the Kiosk is connected to a modem/router directly, this issue may present if the internet does not connect before the application launches.

The system currently deploys a delay to the application in order to minimise this issue to ensure ample time for the internet to connect.

To rectify the issue, follow steps below first. If issue persist contact the RIW Service Desk for support.

Troubleshooting steps

Open Kiosk door.
Restart PC device (little black box inside kiosk – button should be on the side).
Wait for device to restart and launch.
Confirm network is still available (check router lights are flashing green).
Check to see if database error sync is resolved.

NOTE: Avoid restarting the kiosk directly from the powerpoint, which will also restart the router.  Routers can sometimes take up to 10 minutes to connect.

Still not working?

If the kiosk is still not functioning after attempting the troubleshooting tips above, please raise a RIW Hardware Technical Support Request at https://www.riw.net.au/contact-us/request-a-service/ by selecting category & sub-category mentioned in the below screenshot:

RIW Knowledge Centre article link:

https://support.riw.net.au/support/solutions/articles/51000138788

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Kiosk error message - Preparing kiosk in the background: Please wait…

Error Message

Preparing kiosk in the background: Please wait…

This message implies that the Kiosk application has been restarted and is preparing to be launched. In the event this screen is still showing after 5 minutes, it may indicate a disruption in the network to the kiosk.

To rectify the issue, follow steps below first. If issue persist contact the RIW Service Desk for support.

Troubleshooting steps

Open Kiosk door.
Restart PC device (little black box inside kiosk – button should be on the side).
Wait for device to restart and launch.
Confirm network is still available (check router lights are flashing green).
Wait 5 minutes to see if the error message is resolved.

NOTE: Avoid restarting the kiosk directly from the power point, which will also restart the router.  Routers can sometimes take up to 10 minutes to connect.

Still not working?

If the kiosk is still not functioning after attempting the troubleshooting tips above, please raise a RIW Hardware Technical Support Request at https://www.riw.net.au/contact-us/request-a-service/ by selecting category & sub-category mentioned in the below screenshot:

RIW Knowledge Centre article link:

https://support.riw.net.au/support/solutions/articles/51000138789

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How to place a kiosk in site closed mode

This article details how to place a RIW Kiosk into site closed mode, which means the kiosk is unable to swipe workers in or out of site.

This could be applied by the RIW Service Desk due to an RIW System scheduled service interruption (which would be communicated prior to the event) or an unplanned service interruption. Site closed mode can also be applied by the Kiosk administrator in the RIW System.

The following site closed message will appear on a kiosk when the site has been closed.

When a kiosk is operating in site closed mode, alternative methods for swiping cardholders is advised, such as using the RIW App or Web Card Reader.

IMPORTANT: If a site has an associated turnstile, the turnstile should be manually powered down/switched off during the service interruption window.

This instruction applies to the following user roles:

Advanced Project Admin
Employer Admin (where designated as the Contractor in Charge)
Employer Admin - No Payment (where designated as the Contractor in Charge)
Helpdesk
Project Admin
Site Admin

1	Go to https://app.riw.net.au and log in using your credentials.
2	Click on Administration > Site.
3	On the Site screen, select the site by highlighting the row and click Edit.
4	Click on Kiosks from the left-hand menu. On the Site Status drop down, choose Closed. Click Save. While in site closed mode, the Kiosk will be unable to support cardholder sign in / out or authority to work checks. Please use an alternative method for checking authority to work, such as using near-field communication to read RIW card data via the RIW App or the Web Card Reader.
5	To return the site to open, just adjust the Site Status to Open and click Save.

Article link:

https://support.riw.net.au/support/solutions/articles/51000178015

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Kiosk start up guide

This guide has been developed to provide the sequence on how to start up a kiosk from the powered down position.

Once the kiosk is powered, the unit should begin it's start up sequence automatically. The following process is a troubleshooting guide if this automatic process or a restart of the device does not initiate.

This instruction applies to the following RIW System User Roles:

Helpdesk

Network Manager
Network Manager - Read Only
Employer Administrator (Premium Functionality Employer)
Employer Administrator (Premium Functionality Employer) - No Payment
Employer Administrator (Premium Functionality Employer) - Read Only
Employer Administrator
Employer Administrator - No Payment
Employer Administrator - Read Only
Advanced Project Administrator
Project Administrator
Site Administrator

Front view of kiosk including internal components

Please refer to this to identify components and their location.

Step 1: Check external power

Check that the kiosk is plugged into an operational GPO.

Step 2: Open the cabinet

Locate the cabinet keys and unlock the cabinet of the kiosk The locking mechanism is located on the side of the kiosk, halfway down the door.

Step 3: Check the internal powerboard

Make sure that the powerboard within the kiosk is powered and all powercords are plugged into the powerboard

Step 4: Power on the PC

Press the power button on the PC. The button will illuminate blue once the button has been pressed on.

Step 5: Microsoft Windows preparation

The kiosk will start to load the Windows operating system. The kiosk screen will display Preparing kiosk in the background. Please wait.

This loading process may take up to 15 minutes, depending on the internet setup and internet speed.

NOTE: The preparation of the kiosk is dependent on the internet connection and speed.  If there are concerns regarding the internet connection, please refer to: Kiosk with no internet connection

Step 6: Start up complete

When the Welcome to RIW screen appears, the kiosk is operational.

RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000224515

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Tablet Start Up Guide (Switch On)

Tablet no internet connection

This article has been developed to assist in troubleshooting a tablet that appears to not have an internet connection.

This instruction applies to the following user roles:

Advanced Project Admin
Employer Administrator (where designated as the Contractor In Charge)
Employer Administrator - No Payment (where designated as the Contractor In Charge)
Helpdesk
Project Administrator
Site Administrator

Common Causes and Resolution

NOTE: Tablets can be connected to the internet via a mobile dongle directly to a mobile phone network or via an organisation's internal WiFi network.

Check the connectivity type

Check if the tablet is connected to the internet by:

Mobile network dongle
Internal WiFi connection

Mobile network

Check that the power light is illuminated on the mobile network dongle. If it is not illuminated and the tablet has power, please contact your mobile provider. Also, if there other devices in the vicinity that are data connected to the same mobile network, check if they are operating on the internet.

WiFi network

Check if any other devices that are connected to the WiFi network have connectivity. If you are concerned that the WiFi network is not operational, please contact your IT Department for a status update on your WiFi service.

Still not working?

If you are unable to find a cause for the lack of connectivity, please contact the Service Desk on 1300 101 682 or raise a technical support request at at https://www.riw.net.au/contact-us/request-a-service/ by selecting category & sub-category mentioned in the below screenshot:

Article Link:

https://support.riw.net.au/support/solutions/articles/51000227859

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Kiosk Error Messages

This article outlines error messages that may be encountered when using a kiosk/tablet.

TABLE OF CONTENTS

Sign In / Sign out Errors
Breathalyser Failure
Visitor Error Messages
Kiosk Maintenance
Kiosk Preparing in Background (Longer than 15 minutes)
Generic Microsoft Windows Notification
Kiosk Under Maintenance

This instruction applies to the following RIW System User Roles:

Employer Administrator
Employer Administrator - No Payment
Employer Administrator - Read Only
Advanced Project Administrator
Project Administrator
Site Administrator
myRIW - RIW Cardholder

When using a Kiosk solution, an RIW cardholder may be presented with sign in (Access Denied) or sign out error messages.

Please see below for possible scenarios:

Access Denied - Missing Requirements

This error occurs when the RIW cardholder does not meet the project, site or zone requirements as set by the project owner. These pre-requisites can include:

1. Competencies

2. Job roles

Solution: Ensure that the RIW cardholder holds the competency/ies and/or job roles required by the Project, Site and/or Zone.

Access Denied – Outside Working Hours

Working Hour Rules are defined as the maximum allowable working hours for an RIW cardholder over a defined period,. These are defined by the Project owner.

This error message displays when the RIW cardholder is attempting to sign on after the working hour rules have been exceeded.

Solution: Allow the required time between shifts to pass and re-attempt to swipe.

Alternatively, the RIW cardholder can contact the Site's primary contact to confirm the denied access.

No Current Employer

To have authority to work using an RIW card, an RIW cardholder must have a Primary Employer designated in the RIW System.

Solution: Advise the RIW cardholder to ask their primary Employer to send them an employment request in the RIW System and ensure that they have accepted the request via their myRIW account prior to attempting to access site again.

National or Network block exists

A National or Network block has been placed on the RIW cardholder's profile. This could be due to a number of reasons, including a failed D&A results, failure to comply to a Network Operators procedures or a serious safety breach etc.

Solution: The RIW cardholder or their Employer is to contact the relevant Network Operator to determine reason for block.

Site Block Exists

A site block may exist due to a non-negative Breath Alcohol Check result.

Solution: If a confirmatory test shows the RIW cardholder had a confirmed negative Breath Alcohol Check result, then the site block may be removed by the Employer, Project or Site Administrator for the site.

Cardholder Subscription Expired

A RIW cardholder must maintain a current annual cardholder subscription in the RIW System.

Solution: The cardholder should contact their primary employer to ensure payment of the cardholders annual subscription is paid.

RIW Card Cancelled

An RIW card may be cancelled for a number of reasons, including it being lost, or at the request of the cardholder.

Solution: RIW cardholder to contact their Primary Employer to determine the cancellation reason and potentially re-issue a new card.

RIW Card Expired

RIW cards have a lifespan of 5 years, after which they will expire and a replacement card will be required.

Solution: Request that the cardholder contact their primary employer to re-request issue of a new RIW card. Note: an automatic reminder will be sent 12 weeks prior to card expiry.

Swipe Out Error

In this scenario

A swipe in record could not be located for the RIW cardholder, or
The RIW cardholder did not swipe in

Solution: If a swipe record is required, contact the Site Controller for further direction.

Swipe Submission Failed (Server Error Encountered)

A swipe out record could not be recorded within RIW, there may have been a server issue.

Solution: The cardholder should try and swipe out again and if the error persists, contact RIW Service Desk for support.

Breathalyser Failure

If the Breath Alcohol Check value returns more than ‘0.000’, the BrAC result will be failed. At this point, a notification will be sent to the designated site contact and the RIW cardholder will be blocked from entering site and this workflow will not progress.

Visitor Error Messages

Expired Visit

This error is seen when a visitor is trying to swipe out from a site without being signed in for that site.

Solution: The cardholder must swipe into site first. If a swipe record is required, contact the Site Controller for further direction.

Host Not Currently On Site

When a visitor accesses a kiosk site and the selected host has not yet swiped into the site, the visitor will be denied access with the reasons as ‘Host not on site’.

Solution: Ensure that the host is swipes onto the site prior to selecting the host.

Maximum Number of Visitor Passes Exceeded

A Visitor can access an RIW site for only 10 times a year. If the same visitor is trying to access a site using a kiosk and he/ she has already exhausted his current limit for the year, visitor will be denied access on the Kiosk.

Solution: Ensure that the the visitor does not exceed the maximum number of visitor swipe ins.

Kiosk Maintenance

Kiosk Under Maintenance

This message implies that the device has not had internet for over 72 hours.

Confirm this by checking the top right hand corner wifi symbol and then router/network on site.

Solution: Restart the kiosk/tablet and ensure that it is connected to the internet at startup

Database Sync Error

This message implies that the device could not connect to a network upon restarting. Most likely, if your device is connected to a modem/router directly you may experience this issue if the internet does not connect before the application launches. MTA currently deploys a delay to the application in order to minimise this issue to ensure ample time for internet to connect. Follow steps below first, if issue persist contact MTA support.

For a more detailed guide, click here.

Solution: Relaunch the kiosk or contact the Service Desk

Preparing kiosk in background

This screen indicates the application has been restarted and is preparing to be launched. This also indicates that the system is downloading 72 hours worth of data to support ‘offline mode’.

Solution: In the event this screen is still showing after 10 minutes could indicate a disruption in network to the kiosk. Please ensure that the kiosk/tablet has a solid internet connection during this process.

Kiosk Preparing in Background (Longer than 15 minutes)

Unstable or Degraded Internet Connection

The kiosk preparing in the background while starting up is a sign that the internet connection is unstable or degraded.

For an Internet Connection troubleshooting guide, click here.

Generic Microsoft Windows Notification

Microsoft Windows Prompt Dialog Box

Please check for a dialogue box displaying on the screen. Follow the instructions in the dialogue box and restart the kiosk. To restart the kiosk, you will need to turn the PC off by depressing the power button, wait 5 seconds and then securely pressing the power button.

Photo of the PC and the power button.

Kiosk Under Maintenance

Internet Issues

This error message appears when the kiosk has not had an internet connection for over 72 hours.

For troubleshooting Kiosk Internet Connection Issues, click here.

Still not working?

If you encounter an error message not listed above, please contact the Service Desk on 1300 101 682 or raise a Service Request at at https://www.riw.net.au/contact-us/request-a-service/ by selecting category & sub-category mentioned in the below screenshot:

RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000228097

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Kiosk troubleshooting Internet Issues

This article has been created to assist with troubleshooting the internet connection of your kiosk.

Kiosks are connected to a router which, in turn is connected to either your internal internet service or a 4G mobile internet provider.

This instruction applies to the following RIW System User Roles:

Helpdesk
Network Manager
Network Manager - Read Only
Employer Administrator (Premium Functionality Employer)
Employer Administrator (Premium Functionality Employer) - No Payment
Employer Administrator (Premium Functionality Employer) - Read Only
Employer Administrator
Employer Administrator - No Payment
Employer Administrator - Read Only
Advanced Project Administrator
Project Administrator
Site Administrator
Assessor
Training Provider User
Medical Provider User
myRIW - RIW Cardholder

WiFi Issues

Common Issues

Your kiosk is connected to your internet router by WiFi or via an ethernet cable. If it is WiFi, please check if you have any other devices or equipment connected to your site's WiFi and if these devices have connectivity. If your kiosk has a WiFi connection and testing of other devices suggests the WiFi is not operational, please refer this to your site administrator or IT department for resolution.

To investigate further, you will need to have access to the internal cabinet of the kiosk, which is locked with a key.

Below is a screenshot of a Front View of a Kiosk to assist identifying components.

To confirm that the kiosk is connected to your WiFi network, you can plug a keyboard into the USB hub next to the PC and use these instructions: https://support.microsoft.com/en-us/sbs/topic/can't-connect-to-internet-a85b5012-804f-517a-b548-f2f9274e3563?ui=en-US&rs=en-US&ad=US

Below is a screenshot of a Kiosk in a cabinet in order to assist you to find the location for a USB hub for a keyboard connection.

Ethernet Cable Issues

Common Issues

Your kiosk is connected to your internet router by ethernet cable, please make sure this is plugged into the PC component of the kiosk as well as the internet router.

4G Issues ( for sites with 4G mobile internet provider services)

Common Issues

Your kiosk is connected to your 4G internet router. Check the router to make sure that the 4G connection light is illuminated green and is solid. If not, this would suggest that there is insufficient 4G mobile signal to support internet service. In this case, please contact your 4G mobile internet provider for resolution.

Internet Router (For sites with an internal internet service)

Common Issues

Your kiosk is connected to your internet router. Check the router and make sure that the internet connection light is illuminated and is solid. If not, this would suggest that your internal internet service is not operational. In this case, please contact your site administrator or IT department for resolution.

RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000232071

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Tablet Error Messages & Issues

This article outlines error messages or issues that may be encountered when using a tablet.

This instruction applies to the following RIW System User Roles:

Employer Administrator (Premium Functionality Employer)
Employer Administrator (Premium Functionality Employer) - No Payment
Employer Administrator (Premium Functionality Employer) - Read Only
Employer Administrator
Employer Administrator - No Payment
Employer Administrator - Read Only
Advanced Project Administrator
Project Administrator
Site Administrator
myRIW - RIW Cardholder

Tablet Arrived Damaged

Contacting the Service Desk

Upon unpacking the tablet is appears to be damaged, please maintain the packaging and contact the RIW Service Desk on 1300 101 682 or raise an RIW Hardware Technical Support Service Request at https://www.riw.net.au/contact-us/request-a-service/ by selecting category & sub-category mentioned in the below screenshot:

Turning a Tablet On & Off

Unlocking the Tablet Casing

With the supplied key, unlock the tablet case. The key should fit the lock situated on the left-hand side of the unit.

Lift the top left-hand corner of the casing

Lift this section of the casing to access the on/off power button of the tablet.

Locate and press the on/off button

Locate the button with your finger and press securely.

Tablet Camera Showing Unclear Image

Dirty/Dusty Lens

Check that the camera lens is unobstructed. Clean with a microfiber cloth if necessary.

Tablet No Internet connection

Check the Connectivity Type

Check if the tablet is connected to the Internet by:

Mobile Network Dongle
Internal WI-FI Connection

Mobile Network

Check that the power light is illuminated on the mobile network dongle. If it is not illuminated and the tablet has power, please contact your mobile provider. Also if there other devices in the vicinity that are data connected to the same mobile network, check if they are operating on the internet.

WI-FI Network

Check if any other devices that are connected to the Wi-Fi network have connectivity. If you are concerned that the Wi-Fi network is not operational, please contact your IT Department for a status update on your Wi-Fi service.

Items moving on Tablet screen automatically

Technical Support Intervention

Is there a TeamViewer dialogue box in the lower right-hand corner of the screen? If so, this indicates that a technical support team member has remotely accessed your tablet for maintenance/update.

Tablet Restarted Automatically

Microsoft Windows Update

The tablet may restart automatically after a Microsoft Windows update.

Technical Support Restart

A technical support team member may restart the tablet after a software update.

JavaScript Error Message

Contact the Service Desk

If the tablet is displaying a JavaScript error message, please contact the Service Desk on 1300 101 682 or raise an RIW Hardware Technical Support Service Request at: https://www.riw.net.au/contact-us/request-a-service/..

Tablet Database Sync Error

Contacting the Service Desk

If a database sync error message appears, please contact the Service Desk on 1300 101 682 or raise an RIW Hardware Technical Support Service Request at: https://www.riw.net.au/contact-us/request-a-service/.

Tablet Screen Frozen on Startup

The touch screen of the tablet will not respond if any moisture is present.  If you detect any moisture on the screen, dry with a microfibre cloth.  Do not use the screen with wet hands as this will cause the screen to be unresponsive.

Moisture on the Screen

If there is any moisture on the screen, please clean the screen with a mircofibre cloth, completely drying the screen.

Wet Hands

Make sure that your hands are dry prior to using the tablet touch screen. If you have recently washed your hands or applied hand sanitiser, wait until your hands are dry before operating the tablet touch screen.

Screensaver Showing

Software Configuration Issue

The screen saver screen is displaying due to a software configuration issue. This will need to be reported to the RIW Service Desk on 1300 101 682 or raise a Service Request at: https://www.riw.net.au/contact-us/request-a-service.

Slow Response

Unstable or Slow Internet Connection

Check response time of your internet connection. This can be done by monitoring the response time of your tablet with other devices that are connected to the same internet network. Please note that your tablet will be connected to the internet by either:

WiFi connection to your organisation's internet network (via a internet router)
Mobile network connection via a supplied dongle

If your tablet is connected to your organisation's internet network and you are concerned that the connection is not stable/slow, please report the issue to your internal IT Help desk.

For full documentation on troubleshooting internet issues on Tablets, click here.

Tablet Under Maintenance

Internet Connection

This error message appears when the tablet has not had an internet connection for over 72 hours.

For full documentation on troubleshooting internet issues on Tablets, click here.

RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000232145

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Kiosk Screen Issues

Common Issues found with Kiosk Screens & how to Troubleshoot them.

TABLE OF CONTENTS

Blank Screen
Screen Flashing Black & White
Screen Showing "No Input"
Screen Unresponsive & Frozen on Startup

Front View of the Kiosk Including Internal Components

To investigate, you will need to have access to the internal cabinet of the kiosk, which is locked with a key.

Please refer to this to identify components.

Blank Screen

No Power to the Entire Unit

Check your site/premises to see if other devices/equipment are operating using power. If this is the case, you will need to wait until power is restored to your area.

Check the power board within the kiosk cabinet. The power board should have a light illuminated indicating the presence of power. If the light is not illuminated, check that the kiosk is plugged into a live GPO.

A power board with the light illuminated.

No Power to the Screen

Within the kiosk there is a power board and the screen is required to have a connection to this power board. If the cable has become dislodged or is missing, then this connection needs to be established for the screen to operate.

No Power to the PC

Within the kiosk there is a power board and the PC unit is required to have a connection to this power board. If the cable has become dislodged or is missing, then this connection needs to be established for the PC to operate and send data to the screen.

PC is Turned Off

Please make sure that the main power switch for the PC is turned on. This button is on the front of the PC component and should be illuminated blue in colour.

Screen Flashing Black & White

No Internet Connection

The screen flashing black and white during the start up phase is usually a sign that there is no internet connection to the kiosk. An article can be found here.

Screen Showing "No Input"

No Power to the PC

Within the kiosk there is a power board and the PC unit is required to have a connection to this power board. If the cable has become dislodged or is missing, then this connection needs to be established for the PC to operate and send data to the screen.

Cable Connection to the PC & Screen

A HDMI cable should be securely connected between the PC and the screen. Make sure that this connection has not become dislodged or is missing.

Screen Unresponsive & Frozen on Startup

Frozen Screen

If the kiosk is frozen on the start up screen and is unresponsive it is possible that the there is a concern with the operating system or hardware components.

RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000236868

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How to clean your RIW Kiosk or Tablet touchscreen

How to I request a swap for a faulty tablet?

If a RIW System enabled tablet device is faulty and requires repair offsite, a swap process has been implemented to expedite replacement and reduce the time of a site being out of operation.

This instruction applies to the following RIW System User Roles:

RIW System enabled tablet owners

Step 1: Contact the RIW Service Desk

Contact the RIW Service Desk on info@riw.net.au and provide the following details:

Company name
Site name
Site contact name
Site contact mobile phone number
Site address
Device ID (if available). The Device ID is a sticker on the back of the tablet which starts with MTABLxxx (where x is a number). Earlier tablets may not have this asset sticker affixed.
Device serial number. This is the Microsoft device serial on the back of the tablet. To see this serial number you will need to remove the tablet from the case.
Ticket reference number (if issue logged previously)

If a ticket has been raised previously, you can just respond to the original ticket with this information.

Step 2: Replacement

A replacement tablet will be sent directly to the site.

Step 3: Return the faulty tablet

Once the replacement tablet has been received, the faulty tablet is to be packed in the same packaging and sent back to the providing shipping address within two (2) business days of receiving the replacement tablet.

Failure to send the faulty device within two (2) business days will result in a breach of the swap process and will incur a charge of a new tablet.

Each device needs to be carefully assessed before requesting a swap as any existing physical damage to the device, such as a cracked screen, will void warranty conditions and incur a charge of a new tablet.

RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000306301

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How to export a list of Kiosks, Tablets or Turnstiles

How does a site host register a visitor on a RIW Kiosk?

This article details how a site host can register a visitor on a Kiosk.

A site host may need to register a visitor when matching details between a visitor and a Rail Industry Worker has been detected during the visitor sign-in process.

Site hosts must be configured by a RIW System user following the instructions in How does a company add site hosts?

This instruction applies to the following user roles:

Site host

1	Tap on Register A Visitor.
2	You will need to confirm your credentials by scanning the QR code on your RIW card. If you have not been designated as a site host, you will not be able to proceed. Please refer queries to the site RIW Administrator.
3	Enter the visitors First Name, Last Name and Date of Birth. Tap Next.
4	Enter the visitors Company, Email and Phone Number. Tap Submit. If the visitor email is the same as a current visitor or Rail Industry Worker, the following error will display. Refer any queries to the site RIW Administrator.
5	Confirm the details you have entered for the visitor are correct by tapping Yes.
6	The visitor is now successfully registered. The Kiosk will return to the home screen, and the visitor must now tap Visitor Sign-In to ensure they fulfil any induction or breathalyser requirements, and for their badge to be printed. For more information, refer to How does a visitor sign in and sign out of an RIW Kiosk. Please advise the visitor to Sign Out of the Kiosk when they leave site.

Article link:

https://support.riw.net.au/support/solutions/articles/51000310805

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Rail Industry Worker Kiosk deny reasons and solutions

This article details the automated RIW Kiosk deny reasons and solutions to rectify the deny reason.

If there are any issues with a Rail Industry Worker profile or ability to meet network, project or site requirements, the following error messages may appear.

This instruction applies to the following user roles:

Advanced Project Admin
Employer Admin (where designated as the Contractor in Charge)
Employer Admin - No Payment (where designated as the Contractor in Charge)
Employer Admin - Read Only (where designated as the Contractor in Charge)
Helpdesk
Project Admin
Site Admin
Rail Industry Worker

No current employer	To meet the minimum requirements to use a RIW card, a Rail Industry Worker must have a primary employer. Solution: The Rail Industry Worker is to ask an Employer to send them an employment request in the RIW System.
National or Network block exists	A National or Network block has been placed on the Rail Industry Worker. This could be due to a number of reasons, including a failed D&A result, failure to comply to a Network Operator's procedures, serious safety breach etc. Solution: The Rail Industry Worker or their Employer to contact the relevant Network Operator to determine reason for block.
Site block exists	A site block may exist due to a non-negative breathalyser record. Solution: If a confirmatory test shows the Rail Industry Worker had a negative result, then the site block may be removed.
Cardholder subscription has expired	A Rail Industry Worker must maintain a current annual cardholder subscription in the RIW System. Solution: The Rail Industry Worker's primary employer to make payment of the annual company subscription.
RIW card cancelled	An RIW card may be cancelled for a number of reasons, including it being lost. Solution: Contact the RIW Service Desk on 1300 101 682 or info@riw.net.au to determine cancellation reason and re-issue.
RIW card expired	RIW cards have a lifespan of 5 years. Solution: Employer to re-request issue of a new RIW card. Note: an automatic reminder will be sent 12 weeks prior to card expiry.
Swipe out error	In this scenario A swipe in record could not be located for the Rail Industry Worker, or The RIW cardholder did not swipe in Solution: If a swipe record is required, contact the Site Admin for further direction.
Expired visit	This error is seen when a person is trying to swipe out from a site without been signed in for that site. Solution: The Rail Industry Worker must swipe into site first. If a swipe record is required, contact the Site Controller for further direction

Article link:

https://support.riw.net.au/support/solutions/articles/51000319741

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Screen Front
Screen Back Controls - power on/off, menu etc.
Screen Side
Screen Underneath Red - VGA cable IN Purple - Power IN Green - USB IN
Screen Brackets
Power Cable The highlighted end connects to the power adaptor
Power Adaptor The red end connects to the power cable. The green end connects to the power IN under the screen.
VGA Cable Connects from touchscreen to PC

1	Go to https://app.riw.net.au and log in with your credentials.
2	Go to Administration > Kiosks.
3	A list of available and active kiosk devices will be displayed. If you wish to include inactive devices, check the Show Inactive? box and click Search. To export a list, click on the Export button. A *.CSV file will be downloaded to your computer listing all the devices associated with your company, project or site.

Knowledge Centre Search

How does a Rail Industry Worker sign in and out of a RIW Kiosk?

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How does a visitor sign in and out of a RIW Kiosk?

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Getting ready for Kiosk Software Upgrade 4.8

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How does a company add a new hardware device for a site in the RIW System?

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How does a company request the relocation of a hardware device between sites?

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How to submit a hardware maintenance or technical support request

Step 1: Raise a service request or contact RIW Service Desk (urgent/out of hours)

Step 2: Fill in the service request

Step 3: Triage and response

Priority definitions of support

Resolution timeframes (approximate)

How does a company set breathalyser requirements for a Kiosk in the RIW System?

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Important!

How do you add and edit site safety briefings for kiosks?

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How to place a kiosk into evacuation mode

Step 1: Log in to the RIW System

Step 2: Administration tab

Step 3: Site icon

Step 4: Identify site

Step 5: Kiosk tab

Step 6: Site status

Step 7: Save change

Step 8: Muster list

Step 9: Remove evacuation mode

How does a company add a kiosk site induction?

What type of maintenance is recommended for an RIW System enabled Kiosk or Tablet?

Daily maintenance

Quarterly maintenance

Annual maintenance

RIW Knowledge Centre Article Link:

Using the kiosk during RIW System service interruptions or when offline