Below you will find common troubleshooting tips & tricks to help you navigate TicketWeb at any time. The items are listed below in alphabetical order. Please bookmark this page.
List of topics:
Cancellations & Postponements
Customer Service
Locked Account
PrinTix/Printer Setup
Refunds
Scanners/Scanning
Cancelations & Postponements:
-If you are Cancelling the event, High level Users can Cancel under “Edit Event” > Cancel Event.Rescheduling
-If you are Rescheduling and you have the new date, you can update the event date and save.Postponing:
-If you have events that will be rescheduling, but you do not have the reschedule date yet, you’ll want to inform the customers and then hide the event/move it to the future, so the event stays active and doesn’t settle once the date passes. Below is a walkthrough of how to edit your events.
To Postpone an event:
-Send an “Email to Buyers” informing them that the event is postponed and the new date is TBA. Original tickets will be honored for the new date. Refunds are available if requested by emailing info@ticketweb.com
-Hide the event
-Move the date of the event to the future to keep the event and sales active.
We recommend one year in the future, to keep track of the original date before rescheduling.
-DO NOT send the email to buyers when prompted when saving the eventOnce you have a new date:
-Update the date on the event and unhide
-DO NOT send the email to buyers when prompted when saving the event, because it will show the date change from the future date you had selected.
-Once saved, use the “Email to Buyers” feature to send an email to buyers informing them of the new date, again mentioning that original tickets will be honored for the new date.
Refunds are available if requested by emailing info@ticketweb.com
Barcodes on the original, non-refunded, tickets will scan along with any new sales on the new date and the event will settle as usual.
Customer Service
If you have a customer who needs assistance please direct them to our customer support team. Have the customer email info@ticketweb.com.
Our customer support team is available
Monday – Saturday 8am – 8pm CST
Sunday 8am – 7pm CST
Locked Account
You do not need to contact TicketWeb to unlock your User Login.
Any High Level Users on your account can unlock other Users logins by unchecking “locked” on the Setup tab > Users. You can then use the “forgot password” tab on the sign in page.
Tips to avoid getting locked out:
-Be sure to use the “Forgot Password” link if you fail entering the correct password more than twice.
-If you are using your browsers to remember your password, make sure you are updating the browser-saved password whenever you update your password.
-Do not share logins with other Users.
-Add additional High-Level Users on the Setup Tab > Users, so you or another User on your account can unlock your User login when you get locked out in the future.
PrinTix/Printer Setup:
Do NOT install any BOCA Ticket Printer drivers. If you have installed any printer drivers, be sure to uninstall the drivers and restart your computer prior to installing the TicketWeb PrinTix software.-Verify you are using the latest version of Chrome or Firefox before installing PrinTix.
PrinTix
Download the latest version of PrinTix and the PrinTix walkthrough here: https://lne.app.box.com/v/printix (you can bookmark this link for the latest version)
Files:
1 PrinTix for iOS
2 PrinTix for Windows
3 Documentation PDF
Once PrinTix is downloaded, make sure Firefox and Chrome are closed prior to installation and right-click on the program and “install as an admin”
Once installed, click on Settings and select Ticket Stock (300dpi): Close PrinTix
Printer
Be sure your printer is turned on, loaded with ticket stock and connected to your computer. You can find ticket stock loading instructions here: https://www.bocasystems.com/documents/ticketload.pdf
Once PrinTix is installed and your Printer is setup and connected to your computer:Launch PrinTix and make sure it finds your printer and says “Ready” in the upper left-hand corner:
If it does not say “Ready,” close PrinTix and check your printer to make sure that it is on, ticket stock is loaded correctly (gray side up with the “b” of TicketWeb and the white barcode box being the first side loaded into the printer) and it is connected to your computer.
Hit the “test” button on the printer to make sure it prints a test ticket correctly.
Close and relaunch PrinTix and make sure it says “Ready” in the upper left-hand corner.
If not, repeat the checking of the printer and try a different USB slot on your computer.
Once PrinTix says Ready, leave the program up whenever you are printing (close/reopen daily).
Clear your cookies and cache and make sure you’re using the Admin link when logging in to TicketWeb: https://admin.ticketweb.com/.
Once the printer is up and connected to your computer and PrinTix is running and “Ready,” you can go into any of your events under Ticketing > Preprint > click on Section and print a test ticket by clicking the “Test” button next to the section.
As long as a test ticket prints, your printer is ready to go.
Note: Be sure to restart the PrinTix app daily and that it is “ready” prior to printing.
You can find loading instructions here: https://www.bocasystems.com/documents/ticketload.pdf
It sounds like your printer head and/or roller need a cleaning and may need the optical eye need to be cleaned.
You’ll need isopropyl alcohol/pads & canned air – both can usually be found at big chain pharmacy, office supply, or hardware stores.You can check this .pdf out for instructions on how to clean the pieces of hardware:
http://www.bocasystems.com/documents/LemurMaintenance.pdf
https://www.youtube.com/watch?v=6oHOgEJFTPE
Here are the 3 items I recommend:
- Pages 2-3: cleaning the print head (isopropyl alcohol)
- Page 4: cleaning the platen/rubber roller (canned air + isopropyl alcohol)
- Pages 5-6: cleaning the opto eye (canned air)
Here’s a maintenance walkthrough from Boca (depending on your model):
Lemur C: https://www.bocasystems.com/documents/LemurC_RoutineMaintenance.pdf
You can go through the printer menu screen and make sure the printer settings are correct:
The settings are:
Status enabled = USB
USB? = Yes
USB device types = HIDBelow are the steps to verify/update the printer to be in HID mode on your printer:Changing Lemur to HID mode
- Hold down MENU and CHOICES to get the menu
- Hit CHOICES to scroll through the menu
- Stop at USB DEVICE TYPE
- Hit CHOICES to scroll through the menu
- Stop at HID
- If there is a blinking cursor after, it is in HID mode
- If there is NOT a blinking cursor after, you will need to set it to HID by:
- Hit CHOICES to scroll through the menu
- Stop at STATUS ENABLED
- Hit CHOICES to scroll through the menu
- Stop at USB
- Select TEST, then TEST again
- Hit CHOICES and scroll through the menu
- Stop at USB?
- Hit CHOICES and scroll through the menu
- Stop at YES
- Select TEST, then TEST again
- Restart the printer
Refunds
To refund tickets with customer search:
- Select CUSTOMER from the top menu bar
- Enter in the Order Number or customer’s First AND Last name
- Select SUBMIT
- Select the Order Number hyperlink from the page
- On this Order Status page, select the red REFUND button
- Select the items you want to refund
- Select PREVIEW REFUND
- In the new pop up, verify the info is correct
- Select PROCESS REFUND to complete
Scanners / Scanning
2. then click the magnifying glass to search
3. in the search field, type in “date”
4. there should now be a date & time option for selection
5. enter in the current date/time