Now that we are familiar with the components of the device now, we can shift our focus onto troubleshooting some issues you may come across.

Tablet Disconnection

The quest tablet slots into its stand but is not secured down by any means. This leaves it susceptible to disconnecting from its base, which would cause the equipment to not being read or shown as connected and will cause some issues when working with RecTrac. If this unit did become disconnected at some point, you will need to reconnect the device to the station and restart VIC using the steps found here.

Network

Depending on your setup, you may have either a LAN or a Wireless connection to the network. Depending on which will determine how you can use the device.

• LAN: Local Area Networking, which is a physical connection. This means there is a network cable plugged into the back of the base that the tablet docks itself onto. You will only be able to use this device while it is docked onto the base.
• Wireless (Wi-Fi): this connection functions similarly to how our phones connect to Wi-Fi at home. With this connection, you can use this device without it being docked, but you would not be able to use the equipment plugged into the base. You can also use this device while it is docked into the base

*Note: Wi-Fi becomes increasingly unstable the further you move away from the access point you are connected to*

*Cable shown is connected allowing power to the base*

*Cable shown is not connected, so there is no power going to the base*

Power

The tablet itself has an on-board batter that will allow you to run RecTrac for about 4–6 hours depending on usage levels, but charges from the docking station which is plugged into a wall outlet on the back of the base. If the base is not plugged in, then the tablet will not charge, nor will any of the equipment attached to the base be recognized by the tablet or RecTrac. Please note, the power cable for the base is a 2-part cable, so we must also make sure that those are also connected.

Logins

Currently, user accounts for this technology are created by an admin from the Help Desk Projects Team. If you locked out the user account, either an admin will need to unlock the account, or you will have to wait an hour for the Windows OS to unlock the account. Your M-NCPPC Domain account will not work on this device.

*This is subject to change once field-testing is completed*

Disclaimer

If you are experiencing issues with a POS peripheral, please consult the screensteps associated with that device. This includes credit card terminals, scanners, receipt printers, and cash drawers. If we are unsuccessful in resolving the issue, then contact the Customer Service Help Desk on 301-699-2255, or you can email [email protected] with a description of the issue.