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issue with NSCAN "Event not authorized on device"

Sally Slocum
$organization

Hi all,

I have a small GA event that took place on Saturday that is not being recognized by the scanners. The strange thing is that it shows the name of the event and the name of the ticket holders on the screen but it says "Event not authorized on device". Is this something anyone else has had happen? Or is it something that I should ask the help desk on?

Thanks, 

Sally

  • $organization

    Hi, Sally, 

    Is/was the door open/door closed dates in the ticketing setup valid during the time of scanning?  The only time I have seen that message was when we were trying to scan a ticket that was outside of those time parameters. 

    Amy

  • $organization

    I've had this happen if the facility ID hasn't been entered in the TR_NSCAN_PROFILES table.

    Janelle

  • $organization

    Even if your open/close door times are set correctly on the performance and you have the facility ID entered in the "Facilty Str" column of TR_NSCAN_PROFILES for the device, if the event occurs on any day other than today, you may also need to enter the perf_no in the "Perf Str" column of TR_NSCAN_PROFILES.

    DGomez

  • $organization

    I've also seen that happen if the date/time in the settings on the scanner ends up set to the wrong day. 

  • $organization

    Sally,

    The event name and ticket holders show on the screen because N-Scan is communicating with Tessitura and is able to retrieve what performance the ticket is for based on the barcode - but it's telling you that the performance isn't one that the scanner is currently set to scan for. This can be caused by one of several things: 

    • The facility in which the event takes place isn't in the scanner's profile (as others have said). 
    • The facility is in the scanner's profile, but the profile hasn't been updated today to get fresh event IDs (this should always be done at the start of every scanning session). 
    • The event being scanned for is in the right facility, but is not taking place on the day scanning is happening. By default, if a scanner is programmed only with facility IDs, it will load performances taking place on today's date (as determined from the database server) in the relevant facilities. 

    As others have noted, you can force scanning for a performance not taking place today by manually adding the performance either to TR_NSCAN_PROFILES or to the scanner in Admin Settings after loading the profile. Be advised, however, that in current functionality, adding a value to the "Perf Str" setting in TR_NSCAN_PROFILES and reloading the profile for the device causes the value in "Perf Str" to supersede, not add to, the value in the Facility column. 

    Lastly - door open and door close times do not permit scanning for performances not taking place on the current day unless you also have the NSCAN_USE_PERF_DOOR_TIMES setting in T_DEFAULTS set to "E". If the performance is on today's date, the scanner has the performance loaded, and you are outside the open/close times window, the error you will get is "Wrong performance date/time", not "Event not authorized on device". 

    Hope this helps, 

    Jonathan