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Symptoms

  • Cannot print, cannot pay by card, cash-desk doesn't open when paying cash

Analyse

  • Is the device manager status picture clean ? (without red cross or blue dots)
    • Blue dots: SecuTix is still trying to connect to the Device Driver Manager. This should not take more than 30s, except if you see a java progress bar (update of the device driver manager is in progress)
    • Red cross: SecuTix was not able to connect to the Device Driver Manager, see the checklist below
    • No indication on top of the printer logo: all good

Checklist

The message is because the Box-Office is not yet connected to the device driver manager:

...

  • anti-virus that is too strict

...

  • could block the communication between Firefox and the Device Driver Manager.
    • Try to temporarily deactivate the anti-virus and check again to see if it now work. If it's the case, find the way to configure the anti-virus to trust Firefox and the Device Driver Manager.
    • "ESET Security" is such an anti-virus that has shown to block communication with the device driver manager.
    • "McAffee" also, at least at one client, caused some issues.
  • Has there been any changes of the configuration of these PC in the last days ?

      ...

        • Try to deduce what could impact the system.
      • Did the operators wait until the connection is established (no more blue dots on the icon) ?
        • The icon (printer with blue dots) should move to printer without blue dots (and no red cross) after less than one minute.
      • Do you have a proxy that could block the device driver manager to connect to secutix.com ?
      • Sometimes, the Boca driver needs to be installed. So if all else fails, check that it's the case and that the Boca is correctly displayed in the Windows Spooler.