Frequently Asked Questions

Solution: Tablet and Pi are not talking to each other. Check the True Point Router for power, and check the Tablets WiFi to make sure it is connected to the TruePoint network. If both are correct, close the application and power cycle the Pi and tablet.

Often the App will start faster than the Pi can boot, so wait 1-2 minutes and try again.

Solution: If your PIN does not work, your manager should try their PIN to check the status of your User Account. If red, unlock the user’s account. If Manager’s PIN does not work, power cycle the Pi. Otherwise, please call your operator.

Solution: Verify in the Reports tab that the full amount was sent, and that the Meters on the machine show a reduced amount. If yes, send the lost amount to the machine to satisfy the customer, and call your operator to troubleshoot max cash in amount on game or bill acceptor. Make a note on your records to zero out the second transaction. SAS will only record what is registered on the machine.

Solution: Location is not connected to the TrueRoute database, confirm that you have internet access. If so, contact your technician and they should log in as their Admin user. Confirm under System Settings that your technician is logged in to True Route and the location is associated with the tablet.

Solution: Hold tickets have a duration, you can set the amount of days under Location Settings, Redemptions at the bottom of the page. Confirm that the date of expiration matches the number field. IE: 25 hold day (Hold created on 1st, expires on the 25th)

If you really need to reactivate the expired Hold, find the entry in your history view, double tap the event # in the far left column, and you will be presented with the option to Reset that session.

Solution: Reports are run from 24 hours of your request, starting with the time listed under Location Settings and Reports tab. Example: Run report for 1/1/2020, the date on the top of the receipt will show 1/2/2020.

Solution: Double check the date and time in the upper right hand corner of the tablet. If it is incorrect, the Admin user can change the date and time in the System Settings under Connections. Contact your operator to get a copy of the report.