Good afternoon TN!
I have a bit of a general question regarding Scan Click Errors on a night by night basis. I would like to know what scanners, versions of NSCAN and percentage of Scan Click Errors people are experiencing in general. Our current setup:
NSCAN 6.06
38 MC40 Scanners all upgraded to the lastest Android OS, they can easily handle 2.4 or 5ghz wifi. Just orders five 51's to test.
Tessitura 12.5.1
Outdoor / 18,000 seat venue in the hills, so wifi can be a little challenging. We do have dedicated AP's at every gate to make sure the scanners are not reaching.
On an average night with 10,000 tickets scanned, we are getting between 100 to 150 Scan Click Errors and a few time outs. The issue - sometimes the data still gets to Tessitura. When the Usher attempts to rescan it shows the ticket as already enetered and patrons with valid tickets are being sent to a House Supervisor or back to the Box Office.
The big question - How many errors are other venues seeing? Does our percentage seem high or is this fairly normal? If you had high errors in the past and found solutions (changing wifi settings, updating scanner software) can you please share?
Thanks in advance for any insight.
Chris
Hey Chris,
we are running the MC55s with our only issue being that they drop network connectivity from time to time. What exactly do you mean by "Scan Click Errors"? Is it that the devices pop offline? Or is it something else?
The scanners come back with the message "scan click error". Network issues do not seem to cause it, it happens scanner by scanner when others are just fine. Seems to be a failure on the seat call when checking validity.
Thank you so much for responding!
Chris, we have a similar issue, I have a theory that the Android MC40s are a little buggy and sometimes do a "double-click" when you press the scan button.
Look in the T_NSCAN_EVENT_CONTROL table and see if you get an "OK' and then a "ticket already recorded" for the same ticket within tenths-of-seconds of each other.
I think it's making a second request before the first response comes back. This is a new venue the Alliance Theatre is in and this is the first time they've been using MC40s. I don't know if it's a flaw in the button or how it's getting pressed, but I don't recall having this problem with the old windows devices.
See example below.
ticket_no user_id update_dt ticket_msg14784993 AT8 2017-10-07 19:43:05.007 OK14784993 AT8 2017-10-07 19:43:05.083 Ticket already recorded
Though i can't directly link a log entry to the scanner error (since I'm troubleshooting after the fact), the folks have done screenshots of this, it's definitely in a similar timeframe
The scanner says "Scan Click Error - A task was cancelled". I would include a screenshot of the error but the when I try on this new board system uploading an image, it gives me an error.
Hi Henry,
That is the exact error we are getting and it's pretty frequent on the MC40. We purchased 5 new TC51's to test with and not only do we get the error far less often, but scanning is just a bit faster in general. Our indoor venue with 2300 seats has been fine on the MC40's, but the 18,000 seat outdoor has not been great at all. Also, thanks for the tip on the table to look at! I'll look at a few of the Bowl shows from this summer to see if we are getting the same issue. Would be great to figure out the cause.
Thank you so much for the response,
10 seconds into SQL and I found the exact scenario you mentioned. Second scan happening faster than someone can click the button. This is a small sample from 1 performance.
ticket_no user_id update_dt ticket_msg
662405 HB02 2017-07-07 19:24:52.490 OK
662405 HB02 2017-07-07 19:24:52.810 Ticket already recorded
578940 HB02 2017-07-07 18:11:51.293 OK
578940 HB02 2017-07-07 18:11:51.360 Ticket already recorded
579468 HB02 2017-07-07 19:11:18.637 OK
579468 HB02 2017-07-07 19:11:34.083 Ticket already recorded
583341 HB02 2017-07-07 19:28:28.507 OK
583341 HB02 2017-07-07 19:28:28.883 Ticket already recorded
583346 HB02 2017-07-07 19:28:31.023 OK
583346 HB02 2017-07-07 19:28:31.330 Ticket already recorded
661080 HB30 2017-07-07 20:05:34.760 OK
661080 HB30 2017-07-07 20:05:34.900 Ticket already recorded
663280 HB02 2017-07-07 18:38:19.040 OK
663280 HB02 2017-07-07 18:38:19.477 Ticket already recorded
I sent a response with errors, but it was marked as spam. I'm seeing the exact same thing you are in that table.