HT SMI Install Support Guide

Created by Eli Daniels, Modified on Tue, 28 Jan at 11:42 AM by Justin Sutterfield

There are several issues that the InSite installers will call in to report. The intent for the installer support line is to help quickly resolve tech/WiFi issues installers run into while in store, so if a tech flags an issue outside of those buckets, please flag it for the team.

Please utilize this document as a guide for how to handle the following issues:

Screen not in correct orientation
1. Instruct tech to plug in a usb mouse
2. Instruct tech to navigate to Settings > Display > Main Screen Orientation > and change from "90" to "0"
3. Confirm orientation is correct in Uptime
  1. Incorrect - Large black border on sides
  2. Correct - Small black border on sides
Screen in correct orientation, but touch calibration is off
1. Instruct tech to plug in a usb mouse
2. Instruct tech to utilize the mouse to navigate to Settings > Other settings > touch calibration > and change from "0" to "270"
Error message "Admin app failure to install"
1. Instruct tech to uninstall device setup app
2. Instruct tech to navigate to browser and type in https://shorturl.at/gQfTB to redownload the device setup app
3. Instruct tech to go through the device setup process once more, then move on to the next tablet
Unable to connect to private "Vendor_Internet" WiFi
1. Instruct tech to connect to guest Harris Teeter WiFi
2. Instruct tech to navigate to browser and type in google.com to accept terms & conditions
3. Instruct tech to navigate to "about tablet" in tablet settings to provide WiFi mac address
4. Instruct the tech to take a photo of the screen showing the WiFi mac address and send it in via email to support@theloomaproject.com
5. IF ASSIGNED TO TELWARE:
  1. Gather IP address + mac address while on vendor
  2. Confirm set to DHCP
  3. Have Telware call HT's network support line directly
  4. If Telware unable to resolve by switching to a specific assigned status, have them leave the tablet on vendor + put back in kiosk
  5. Flag to Alan w/ all information acquired
6. Confirm tablet is online via Uptime
7. Log ticket for revisit to connect to private WiFi with WiFi mac address included
Unsure how to connect to WiFi hotspot
1. Instruct tech to follow these steps
  1. Insert the provided batteries
  2. Press and hold the power button until you see “WELCOME” on the screen (about 3 seconds)
  3. Press the power button again to view the WiFi name (SSID) and password
  4. Connect tablet screen to hotspot WiFi
  5. Once the device configuration is complete, return back to the WiFi page on the tablet screen and confirm the tablet connected to the Vendor_Internet successfully
Unable to utilize WiFi hotspot
1. Instruct tech to connect to Vendor_Internet, if that does not work
2. Instruct tech to connect to guest Harris Teeter WiFi
3. Instruct tech to try all available tablets to confirm whether the issue is the tablet or the WiFi
4. Send a message to the fot-ht-smi-install-support channel to notify the team and call Eli/Micah immediately
Unsure which device slot to assign the tablet to
1. Instruct tech to choose from the following entries
  1. Retailer: Harris Teeter
  2. Store Number: 3-Digit Store Number
    1. Example: 025
  3. Program: Select from:
    1. Welcome to Harris Teeter
    2. New & Trending End Cap
    3. Frozen Features End Cap
    4. Frozen In-Aisle - Ice Creams
    5. Frozen In-Aisle - Entrees
Google play services has stopped running error message
1. Instruct tech to press "app info"
2. Instruct tech to press "uninstall play services"
Last ditch effort troubleshooting steps
1. Uninstall device setup app and reinstall
2. Unplug and plug back in
3. Factory data reset and reinstall device setup app
All other tech/WiFi issues not solved by the above steps
1. Log a ticket in FD and contact Eli
  1. Type - Install issue
All other issues not related to tech/WiFi
1. Kindly and graciously listen to the issue and express empathy, then let the tech know that you are unfortunately trained to answer non tech related questions and instruct tech to contact their PM
2. Drop the issue/question that the tech had in the fot-ht-smi-install-support Slack channel
55in - Welcome/Entrance Screen Troubleshooting
1. Follow steps in this guide
2. If admin app is not on the tablet within the "apps" folder, please have them download the admin app utilizing the following link
  1. https://shorturl.at/zCrWa
Touch calibration + orientation troubleshooting with mouse
1. Follow steps in this guide

Once all troubleshooting steps above have been completed, if the technician has been working on a tablet for 30m and Eli is not available to help troubleshoot, please instruct the technician to move on to the next install. This will be marked as a failed install.

Helpful Resources:

Device Setup Guide (Updated 9/5)
Installation Guide (Updated 8/28)