Hardware Support

We understand that a seamless ticketing experience is crucial for both your operations and your customers. Technical glitches can disrupt service, lead to frustration, and ultimately affect your bottom line.

This document aims to equip our clients with practical solutions to address frequent hardware challenges. Whether you're dealing with unresponsive scanners or connectivity issues, our troubleshooting tips will help you identify and resolve problems quickly and efficiently.

Chip Reader Issues

1. Orange status on Square application (reader is not connected)

Square chip readers fall asleep after 2 hours of inactivity. If you see an orange status message on the Square app, stating that a chip reader is not connected, click the small button located on the edge of the chip reader to wake it up. This status message will go away once the chip reader repairs to the device.

2. Moving chip readers to different devices

Please note that all chip readers are paired to the specific device they are attached in shipment. To move a chip reader to a different device, it must be disconnected and paired to the new device using a device code from the Square dashboard.

Ticket Scanning Settings

1. What tickets should my scanner validate?

The new AttendStar scanning app allows users to determine which tickets should be scanned per device. This setting can be configured on the app installed on AttendStar scanners. To change the scanning configuration of a device, click on the menu inside of the app and select Device Configuration. Use code 5555 to update your configuration settings for scanning tickets.

Charging Devices

1. Check Battery Life

AttendStar recommends fully charging your devices before each day of your event. Check the battery life of your devices every few hours to ensure a device doesn't die during your event. Our scanner and POS solution will last up to 72 hours on a full charge, but it is wise to always check and recharge after each day at your event.

2. Charging Docs

Most events will receive charging docs for AttendStar devices. It's important to note that chip readers must be detached from the devices to properly fit the charging docs. Backup battery packs can be removed and charged on the charging docs as well.

3. Backup Battery Packs

Backup battery packs are attached to all new AttendStar devices. If the battery of your device is near 50% during the event, we recommend waking up the backup battery pack to charge your device. This can be done by clicking the button in the middle of the battery pack on the back of the device.

What NOT to do with AttendStar devices

1. Don't turn on WI-FI unless AttendStar explicitly tells you to do so.
2. Do not update the devices with software updates if new updates pop up on the screen.