# Troubleshooting Kiosk Computer Issues

## When to Get Help <a href="#when_to_get_help" id="when_to_get_help"></a>

We have plenty of support articles walking you through how to use a Virtual Court Kiosk. Depending on your issue, you may need to contact different members of our team. The information in this article will focus on **kiosk technology issues.** Who to contact is at the very bottom of this page if you're having further issues that are not addressed here.

## How to Get Help <a href="#how_to_get_help" id="how_to_get_help"></a>

You can call, email, or submit a support ticket to get help with your issue. Our technology provider, Technology by Design, will ask you some questions to figure out what the issue is and walk you through how to get the kiosk up and running again. They should respond to email tickets within 24 hours during the business week.

* Phone: 612-504-2300
* Email: <support@tbdmn.com>, please CC <kiosks@tlsc.org> on all correspondence

### When you contact Technology by Design, please be sure to provide them with:

1. Your kiosk's serial number. This can be found by clicking on the **Computer Help** button on the kiosk desktop. \
   \
   **Not sure how to find the kiosk desktop?** [Learn where to find the kiosk desktop button](https://kiosksupport.tlsc.org/texas-virtual-court-kiosk-support-sites/for-users/how-to-use-the-kiosk-computer#two-views).&#x20;

{% hint style="info" %}
If you can't access your kiosk's desktop, you can also find your serial number under the monitor bezel.

&#x20;<img src="https://4238399650-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FyZvD9lYgTJmtegWoswTM%2Fuploads%2F8z8F24nLPt8MxpcBP1J0%2FScreen%20Shot%202022-09-16%20at%203.38.49%20PM.png?alt=media&#x26;token=fd054ee6-7c0e-459a-96f2-1190b6154dc5" alt="Photo of kiosk serial number under kiosk bezel" data-size="original">
{% endhint %}

1. Your name, your organization, and how best to contact you if you are leaving a message or are disconnected.
2. A detailed description of the problem, its context (what was happening when the problem occurred), and its impact (severity) on your role.
3. The application you were using.
4. Any error messages associated with the issue.

## Who to Contact

### **Kiosk Technology**

<table><thead><tr><th width="357">Example problems</th><th>Who to contact</th></tr></thead><tbody><tr><td><ul><li>If the kiosk computer does not start</li><li>If your kiosk reboots and does not come back online</li><li>If your kiosk is having difficulty connecting to the wifi</li><li>If an application (like Zoom or Word) will not load</li></ul></td><td><p><a href="#how_to_get_help"><strong>Contact Technology by Design</strong></a></p><p></p><p>Please CC <a href="mailto:kiosks@tlsc.org">kiosks@tlsc.org</a> on all correspondence​</p></td></tr></tbody></table>

### Kiosk Accessibility

| Example problems                                                                                                                                                                  | Who to contact                                        |
| --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ----------------------------------------------------- |
| <ul><li>If an application will not load when using hotkeys (like NVDA or Magnifier)</li><li>Cannot find an answer to question in Accessibility section of support site </li></ul> | Contact Bailey with A2J Tech - <bailey@goa2jtech.com> |
|                                                                                                                                                                                   | Please CC <kiosks@tlsc.org> on all correspondence​    |

### **Printer**&#x20;

| Example problems                                                                                                                                                                                                                                        | Who to contact                                                                                                                                                                   |
| ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| <ul><li>Your kiosk does print, scan, or copy</li><li>Your printer or kiosk is showing errors about printing</li><li>Your printer is not connecting to wifi</li><li>Your kiosk is not connecting to your kiosk</li><li>You need more ink/toner</li></ul> | Refer to our [article on printer issues](https://kiosksupport.tlsc.org/texas-virtual-court-kiosk-support-sites/printer-and-computer-issues/printer-issues-and-ordering-supplies) |

### **Furniture Questions**

| Example problems                                                                                                                                                           | Who to contact                                      |
| -------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | --------------------------------------------------- |
| <ul><li>Furniture questions or options</li><li>Hand sanitizer</li><li><p>Package and component issues:</p><ul><li>Missing pieces</li><li>Lost packages</li></ul></li></ul> | Contact Laura with A2J Tech - <laura@goa2jtech.com> |
|                                                                                                                                                                            | Please CC <kiosks@tlsc.org> on all correspondence​  |

### **Host Site Coordination**

| Example problems                                                                                               | Who to contact            |
| -------------------------------------------------------------------------------------------------------------- | ------------------------- |
| <ul><li>Questions about your MOU</li><li>Questions about use</li><li>Coordinating kiosk reservations</li></ul> | Contact <kiosks@tlsc.org> |