VelociD Harware Support - Policies & Procedures

To allow for more timely resolution of VelociD hardware support issues, theatre GM's can now contact the manufacturers directly. Below is a list of hardware components and the appropriate contact person and procedures. It will be a the GM's discretion to determine if equipment should be repaired or replaced. As always, GMs should work with their District Manager for approval based on authorized spending levels.

This information will continue to evolve and will become part of the Help Desk Knowledge Base (still in development).

Equipment & Manufacturers/Resellers

For the following items:

Point-of-Sale stations (RTech Units)
Electronic Cash Drawers
Concession Receipt Printers
Kiosks (see procedures below)

Please contact the following manufacturer/reseller:

IEPOS (Instruments & Equipment Company)
2 Wilson Drive
Unit 1
Sparta, NJ 07871
Phone: 1-800-432-1255
Attn: Ann Rosko - rosko@iepos.com

For the following items:

Practical Automation Box Office Ticket Printers

Please contact the following manufacturer/reseller:
Practical Automation, Inc.
45 Woodmont Road
Milford, CT 06460
Tel. (203) 882-5640
Fax. (203) 882-5648

Boca Box Office Ticket Printers

Please contact the following manufacturer/reseller:
Boca Systems
Sales and Support 561-998-9600
Fax Service 561-998-9609
Customer Service Email boca@bocasystems.com
BOCA Web Site www.bocasystems.com
Online Tech Support Click on Technical Support

Warrantied vs. Non-Warrantied Items

If an item is still under warranty, please contact the manufacturer for an RMA (Return Merchandise Authorization/Agreement) number. The RMA number should be referenced on the package when it's shipped back to the manufacturer. They may provide a separate shipping address for RMA items.

If an item is no longer under warranty, please contact the manufacturer to receive a quote on repairing the item. It may be more cost-effective to just purchase a new item. This decision will be made by the GM.

Procedures:

POS Stations:

For hardware problems (not related to VelociD), please contact the manufacturer directly. If a problem seems to be VelociD software related, please open a ticket with the Help Desk. When a replacement POS unit is ordered and delivered to the theatre, the Home Office IT staff should be contacted to configure and install the VelociD software.

Concession Receipt Printers:

Thermal receipt printers (Epson in particular) seem to hold up for a long time. If you experience a problem with your receipt printer, the following information may help you determine if they problem is hardware related. Receipt printers are physically connected to one POS station, but shared by multiple stations that are "virtually" connected through the network.

1. Check that the receipt printer is turned on and is physically connected to a POS station that is turned on.
2. Login to VelociD and print a test receipt from the POS station that the printer is physically connected to.
2.A. If it does not print, then there may be a connection problem. Check the connections and try again.
2 B. If it still does print, then the printer may need replacement/repair.

If the POS station is "virtually" connected to a printer at another station and not printing successfully, follow the steps above. If the printer is working for the physically connected station, but not for your "virtually" connected station, please open a ticket with the Help Desk.

Electronic Cash Drawers:

The typical problem with electronic cash drawers seem to be related to the power supply going bad. At the POS station that is currently having drawer problems, please double-check the power supply connection on the back/bottom of the drawer and the computer cable connection on the POS station and on the drawer. If it still does not work, please try switching the drawer and power supply with another drawer that is currently working. Please remember to plug in the power cable and computer cable. This will indicate if there is a problem with the drawer or POS station. If it's a drawer problem, please contact the manufacturer. If it seems to be a POS station issue, please contact the manufacturer as well to repair/replace the unit.

Kiosks

Support these is very tricky. There's not a clear-cut best approach. For now, please first contact the Help Desk when you experience problems with a Kiosk.

Please let us know if you have any questions or concerns.

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