Hello! we have all of our current facilities listed comma-delineated in TR_NSCAN_PROFILES in the Facility Str field, which I expected from the help documentation to mean that all performances in those facilities should automatically be imported on the scanner devices, without any extra setup; but in actuality, I'm having to log into the Admin settings in the NSCAN app on the device and manually enter the Perf IDs in the Performance field on the app. We're not such a crazy busy schedule that it's impossible to do this manually, but I'd rather the table worked as advertised, anyone have any tips on troubleshooting and this table?
Hi Erin!
In the NSCAN app, in Admin Settings > System, is the "params from host" setting set to on or off?
It's on!
Are there spaces in-between the facility ids? Do you have any other settings filled out for the profile? What was your indication on the device that you need to manually input the performance ids?
No spaces, should there be? in the table, the Perf Str, Entry Point, Access Area, and Customer No fields are all blank; the Allow Seat Check and Allow Monitor fields are set to 'Y'.
The performance IDs from last season's performances were still filled in on the devices, so I replaced them with the current Perf ID and that made the event scannable.
Are last season's performances still listed when you reload the profile?
reloading the profile clears the Performance field, and it gives the "Event not authorized on this device" error again.
Do you by any chance use the door open and door closed dates in ticketing setup and have the use perf door times set in T_DEFAULTS? If you are trying to scan a ticket outside the times entered there then it would give this error, I think.I'd also check that the date/time on the scanner is set to the current date time and that the facility id is definitely saved in the system table for each scanner.
Since the NScan is doing some odd behaviors, I suspect you have an incorrect setting somewhere. A simple oops is to forget add a new facility to the Facitity Str column. That one almost always gets us every time. Other questions:Is your NScan device going to the correct NScan URL?Is your NScan using the correct version of the NScan application?In other words, it is not updating the profile so something fundamental has to be set incorrectly.
We have perf door times set to 'Yes' but we don't actually have door times set on the events - they're all the blank 00/00/0000 setup. I did add door times to one event to test, and that didn't seem to make a difference, I still got the error. Setting it to No in Defaults doesn't seem to matter either.
It's definitely not the Facility Str field, the facility is listed there. And the NSCAN URL appears to be correct. We're on Version 6.0.9.0 of NSCAN, is there a different version we should be using?
That is the same version we use. It is going to be some small setting somewhere.Can other NScan devices successfully reload the profile? If so, then it is an issue with that individual device. If not, it is and issue common to all the devices.I still suspect it is an issue with the NScan URL on the device(s).
The URL shouldn't have ...tessituranetworkramp.com... in it (old pre AWS migration URL)
It should end in ...nscanprod.tnhs.cloud/nscanservice/
If that isn't the issue, I'd suggest opening a ticket with Tessitura.
Out of curiosity, what happens if you try the following (not at the same time):
1. In the NSCAN profile list the performance id in the Perf Str field
2. In the NSCAN profile list only the facility id you're testing with
If I clear the Facility Str field and put the performance ID in the Perf Str field, it scans. but if Perf Str is blank, even if I only have the facility ID I'm testing with filled in with Facility Str, it says the event isn't authorized. I think I'm going to just put in a service ticket about it at this point!