On this page

• iOS Devices
• Rise Kiosk - Auto Login
• Rise Booking - Auto Login
• Rise Lift - Auto Login
• Rise Receive - Auto Login
• Hard Reset
• iPad Settings
• Connections
  • Cable Check
  • Relays
  • Beacons
• Exterior Kiosks - Mk4
• Rise Screen
• Rise Tap
• Rise R-WX
• Printers
  • Brother Printers
  • Dymo Printers

Hardware Troubleshooting

If you are having issues with your hardware, check out this guide for some troubleshooting tips! If you are still having trouble, reach out to your VTS Rise contact or Support. 

iOS Devices

Rise Kiosk - Auto Login

Rapidly tap on the top corner or the address of the property 10 times. A prompt will appear giving you options to select from. Select Logout with auto login for the iPad to log in and log out automatically.

Rise Booking - Auto Login

Tap on the Rise Booking logo 10 times rapidly. Select Sign Out in the upper corner. Once prompted, select Logout with Auto Login to auto-login.

Rise Lift - Auto Login

Rapidly tap on the Rise Lift logo 10 times. A prompt will appear giving you options to select from. Select Sign out with Auto Login for the iPad to log in and log out automatically.

Rise Receive - Auto Login

Rapidly tap on the Rise Receive logo 10 times. A prompt will appear giving you options to select from. Select Logout with Auto Login for the iPad to log in and log out automatically.

Hard Reset

Hold the power button and the home button at the same time for 10 seconds for it to fully reset.

iPad Settings

Verify correct settings on the device with a VTS Rise team member.

Connections

Cable Check

Check the Power over Ethernet adapter (PoE) for both orange (ACT) and green (LINK) lights.

Property must test their network cables and power source to ensure the device is receiving proper power and data.

Relays

• Ensure both the orange (ACT) and green (LINK) lights are lit and active.
• Power cycle the relay by cutting the power source from the relay, waiting 30 seconds, and plugging it back in.
• Confirm with an IT technician that the ethernet cable is providing sufficient internet access.
• Confirm with a Low Voltage Technician that the power cable is sufficient (See VTS Rise Exterior Intercom MK4).

Beacons

• Ensure the user's phone has Bluetooth ON and ensure Location Services are set to Always Allow for the app.
• If necessary, adjust the pulse radius on the beacon and check the configuration settings (see How to Change Beacons Pulse Radius guide).
  
  

Exterior Kiosks - Mk4

• Unplug the power source to the Kiosk.
• Unplug the ethernet cable from the Kiosk.
• Plug the ethernet cable back in followed by the power cable.
• Confirm with an IT technician that the ethernet cable is providing sufficient internet access.
• Confirm with a Low Voltage Technician that the power cable is sufficient (See VTS Rise Exterior Intercom MK4).

Rise Screen

• Ensure WiFi is connected to the Fire TV Stick.
• Ensure the Fire TV Stick is connected to the HDMI port and plugged into an outlet.
• Power cycle the Fire TV Stick.
• Ensure the Screencloud app is open on the Fire TV Stick.

Rise Tap

If you are experiencing issues with your Rise Tap, please reach out to support@risebuildings.com.

Rise R-WX

If you are experiencing issues with your Rise R-WX, please reach out to support@risebuildings.com.

Printers

Brother Printers

• Ensure all cables are fully connected.
• Power cycle the printer by cutting the power source from the printer, waiting 30 seconds, and plugging it back in.
• Ensure Bluetooth is on.
• Ensure the iPad is connected to the printer via Bluetooth from the iPad settings.
• Ensure the Kiosk app has the correct printer and paper settings selected.

Dymo Printers

• Ensure all cables are fully connected.
• Power cycle the printer by cutting the power source from the printer, waiting 30 seconds, and plugging it back in.
• Ensure correct rolls are in the printer.
• Ensure the latest software is installed on the computer.
• Ensure there are no duplicate printers on the drive.
• Ensure the correct printer is set as the Default Printer on the computer.
• Delete the software and reinstall it, making the Dymo printer the default printer.