NScan Configuration Problem

Christy…..I might be able to help with Problem 1, as we experienced the same thing last season.  The problem had to do with our barcode.  In the ticket design, we didn’t have enough characters assigned for the length of our ticket number so when the code was scanned, it was truncating the ticket number/bar code – which belonged to a long ago performance and ticket.  This might be the same situation for you.

Teresa  

Hello all. 

I am having a problem setting up our scanners.  We are live on Tessitura, but not yet using our scanners.  I am in the process of testing them using our Test system.  Here's the problem and description of the scenario:

Problem 1 - Error message returned is "Ticket is for another performance"

Problem 2 - If I am able to get past Problem 1, the entry points are not working.  I have double and triple checked to make sure the right scanners are scanning the right ticket, but the error message returned is something to the effect of "patron must enter at <section>".

Since I'm testing - I am using a future performance, BUT I have the performance set for doors to open earlier today.  In LTR_NSCAN_DEFAULTS the "use performance door times" is set to YES, and the "use zone door times" is set to NO. 

I have checked the times on the scanner devices and made sure those are reflecting today's date.

I have checked all wireless settings and these devices are connecting to the correct profile.

Important to note - each scan IS returning constituent information and seating information, so they are communicating with Tessitura.

What am I missing?  Help.  We're trying to go live with scanning next month.  <sigh>  Thanks!

Christy Warren

TPAC, Nashville, TN

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Thank you Teresa.  I just check that, and it appears fine.  I increased the length (again, in Test) just to be sure, and it’s gathering the same amount of characters.  Thanks, though.  Any other ideas from the group?

Christy

Thank you Caryl – that was exactly the problem.  Now I can start working on problem #2, which is obviously something I’m doing wrong in setup.  My entry points don’t seem to be working correctly.  I should be able to figure that out now, however, because I can actually get past the “wrong performance” message.  Thanks!

Christy

What are you using for specifying the performance you are testing. If it is Facility it will check for a show on the date that you are using the scanner, so any future tickets will come back with a "Ticket for another performance" message. I would use the perf no instead of facility, this will mean that the scanner will use the show on that date, and you shoudn't get that message; if it isn't this then I have no idea!

Caryl

Hi Christy,

Do you  have the N-Scan documentation?  It might help.  If not here is a link: http://www.tessituranetwork.com/~/media/Documentation/N-Scan/N-Scan_Application_Guide.ashx

One thing I can think to check.  Are you entering the entry points into the unit/profile using the ID or the description?  It should be the description, which is the column labeled Entrance in LTR_NSCAN_ENTRANCE.

I do have the documentation and I found that issue about a month ago – because I am using ID numbers.  However, when I tried to correct that and change it to Description (again, a month ago) the system table wouldn’t accept anything other than a number in that field.  But I just tried it again, and it works now.  Interesting.  I’ll go back and change them all to see if that works.  Thank you for bringing it up again, because I had dismissed that as a potential cause.  <fingers crossed> 

Christy

If that doesn’t fix it, you should open a support ticket so the support staff can take a more focused look into what’s’ going on.

Good luck!

Kevin, when trying your suggestion, I realized I mis-described my problem experience before.  The documentation says to enter in LTR_NSCAN_ENTRANCE the “description” of the section name from TR_SECTION.  However, in LTR_NSCAN_ENTRANCE table, the column for Section will not allow for anything other than a number.  I consulted with Jonathan Smillie about this a few months ago and we both assumed that the documentation might not have been up to date since there was a new software release for N-Scan.  So, our table looks as follows:

But the documentation shows this:

Can someone tell me if their table is allowing text to be added to this Section column in LTR_NSCAN_ENTRANCE?

Maybe there’s something about that table that is configured incorrectly? 

Thanks again for your help.

Christy

On my handheld device, the N-Scan Version is 5.10, which is why I wonder if there has been a change.  I appreciate any help you can give. 

In the meantime, is there any way to by-pass this error so I can show my staff what a Positive scan looks and sounds like?  I’ve got training scheduled for tonight, and this is the only holdup. 

Hmmm...well in my table the section column actually is a dropdown from which I can select the section I want.  I have the most updated tables for N-Scan v4.  We updated the N-Scan documenation recently for v4.  Your screenshots didn't come through so I can't tell if they look out of date.  The old documentation may well be wrong (I can't remember if this was something I corrected in the update or not), but the newest version of the document says this about the Section column: " Normal 0 false false false EN-US X-NONE X-NONE MicrosoftInternetExplorer4 The section (from TR_SECTION) to which an entry point is assigned. "

Dropdowns do usually reference the IDs (while displaying the description), so only allowing a number kind of sounds right.  Try entering the section ID.  Also check your N-Scan version.  I'm also going to bring this to the attention of David Judd, the N-Scan expert.

-Kevin

Normal 0 false false false EN-US X-NONE X-NONE MicrosoftInternetExplorer4

Well now we have found a mistake in the most current version of the document.  I forgot to update the N-Scan version number on the document.  My apologies.  The doc was updated for v5.0.  And the version I’m running is 5.20 (I just checked this time).  I know that there were a few things fixed between 5.1 and 5.2 , so perhaps this was one of them.

Have you tried inactivating or deleting the entry points in LTR_NSCAN_ENTRANCE table and then removing the entry points from the units?  I believe that should let you by pass this issue for now.

I know that David Judd is in contact with you directly now so I’ll let him take it from here.  For anyone else listening in, I’ll be sure we post the resolution later.

Kevin, when trying your suggestion, I realized I mis-described my problem experience before.  The documentation says to enter in LTR_NSCAN_ENTRANCE the “description” of the section name from TR_SECTION.  However, in LTR_NSCAN_ENTRANCE table, the column for Section will not allow for anything other than a number.  I consulted with Jonathan Smillie about this a few months ago and we both assumed that the documentation might not have been up to date since there was a new software release for N-Scan.  So, our table looks as follows:

But the documentation shows this:

Can someone tell me if their table is allowing text to be added to this Section column in LTR_NSCAN_ENTRANCE?

Maybe there’s something about that table that is configured incorrectly? 

Thanks again for your help.

Christy

Hi Christy,

Do you  have the N-Scan documentation?  It might help.  If not here is a link: http://www.tessituranetwork.com/~/media/Documentation/N-Scan/N-Scan_Application_Guide.ashx

One thing I can think to check.  Are you entering the entry points into the unit/profile using the ID or the description?  It should be the description, which is the column labeled Entrance in LTR_NSCAN_ENTRANCE.

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