6653-010 B - Verity - 2.6 - Device Troubleshooting Field Guide

Device Troubleshooting
Field Guide
VERSION 2.6
Document Number 6653-010 B

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Document Number 6653-010 B
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Device Troubleshooting
Field Guide
VERSION 2.6
contents
introduction 5
about this guide 5
how to use this guide 5
basic troubleshooting process 6
troubleshooting issue directory 8

Verity Controller 8
Verity Touch Writer Duo/Duo Standalone 14
Verity Scan 20
Verity Touch Writer 26
Verity Print 32
procedure reference 36
checking power supply 36
checking/replacing the battery 37
restarting a device (Controller, Duo, Duo standalone, Scan) 39
restarting a device (Touch Writer, Print) 40
checking headphones 41
testing Verity Access 41
verifying device audio settings 42
cleaning the Verity Scan scanner 43
resolving ballot printer errors (Touch Writer, Print) 44
replacing a device 50
Verity Scan error codes 51
Hart Support 52
5
introduction
about this guide
This Field Guide is intended to provide support personnel and jurisdiction
staff with recommended troubleshooting procedures for all Verity devices,
including Verity Controller, Touch Writer Duo, Scan, Touch Writer, and Print.
For procedures related to Verity software workstations, please consult the
appropriate Verity software Administrator’s Guide.
how to use this guide

This troubleshooting guide is organized into two sections:
X
troubleshooting issue directory: This section contains a list of
potential error messages and issues, separated by device type, and
listed in alphabetical order. Resolution steps are provided for each, in
the order they should be attempted.
X
procedure reference: This section provides detailed instructions for
certain resolution procedures.
The procedure for using this guide is outlined below:
1 Gather information, including the device type and nature of the error.

2 Look up the problem you are having in the issue directory for the
appropriate device type.
3 Follow the resolution steps in order; check for success after each
step.
4 Some resolution steps may indicate a page number or numbers; For

further details on these procedures, look up the indicated page number
for that step in the procedure reference.
6 introduction
basic troubleshooting process

Troubleshooting works best when you follow a systematic approach, using
the following general guidelines:
9 Remain calm
9 Listen to the symptoms
9 Ask questions
9 Do not jump to conclusions
9 Establish a theory
9 Research resolution steps
9 Attempt resolution
9 Check for success
9 Repeat
When troubleshooting, the first step is to listen and gather information.
Use a troubleshooting log to record relevant details for future reference.
A troubleshooting log is useful for tracking issues and flagging them for
follow-up later.
On your troubleshooting log, record the following information, wherever
applicable:
Contact information
• Name and role of the person reporting the problem
• Call-back phone number of the person reporting the problem
• Location/polling place where the problem was reported
Device information
• Device type
• Serial number
• Does device contain live votes?
• Is a replacement device needed/available?
7
basic troubleshooting process, continued

Error information
• What was the user trying to accomplish when the error occurred?
• What resolution steps (if any) were taken before the problem was reported?
• What screen is displaying on the device (if applicable)?
• Is the issue preventing voting from occurring, and/or what steps need to be taken
to ensure voting access?
• If a device needs to be taken out of service, follow all applicable chain of custody
procedures, and take steps to ensure that the problem(s) encountered are fully
documented for future reference. Follow the recommended steps for device
replacement (see page 50).
troubleshooting issue directory
This section lists each error or issue in alphabetical order, with a separate
section for each device type.
Verity Controller
Error Message Resolution
or Issue Found
Alert The Verity Controller screen will indicate when there is a

(booth status) problem requiring attention on one of the connected Verity
Touch Writer Duo booths. Go to the Verity Duo booth
indicated, and follow the instructions on the screen.
Battery not present If the battery indicator on the device screen shows a white
battery with a red line through it, follow standard procedure
to check/replace the battery (page 37).
Battery power is If a warning appears indicating that the battery power is low,
running low connect the device to AC power to resume operation. If AC
power is not available, check/replace the battery (page 37).
NOTE: If the battery is replaced without following the proper
procedure, you must restart the device to clear this message.
Closed polls too In most jurisdictions, once polls have been closed they cannot
soon be reopened. In those jurisdictions, if polls have been closed
too soon, replace the device (page 50).
Communication This message will display if a Controller device tablet is

error reconnected to a Touch Writer Duo base station, or if a tablet
from a Touch Writer Duo is connected to a Controller base
station. Remove the tablet and reconnect/re-dock the tablet
with the correct base station. See also: Wrong base station.
9
Verity Controller, continued

or Issue Found
Device won't power If a Verity device has a sufficiently charged battery, the power
on (black/dark button on the back of the unit should power on the device
screen) even without AC power. If the device screen is black/dark,
and there is no response when pressing the power button, it
is possible that both the battery is missing/discharged, and
the AC power is not connected properly.
1. Disconnect AC power from the wall or power strip and
check/replace the device battery (page 37). When
done, check the power supply (page 36), and then
press the power button on the device.
2. If the issue persists, replace the device (page 50).
Help Needed The Verity Controller screen will indicate when a voter at a
(booth status) Verity Duo booth has requested poll worker assistance. Go to
the booth indicated, and offer assistance.
Invalid vDrive If the vDrive is not present, or cannot be read, replace the
device (page 50).
No AC power 1. If the AC power indicator on the bottom right of the

screen shows a white plug with red line through it, wait
for all voters to finish voting, and then check the power
supply (page 36) and restart the device (page 39).
see also Device won’t power on (black/dark screen)
No vDrive Found If the vDrive is not present, or cannot be read, replace the
device (page 50).
troubleshooting
10 issue directory

or Issue Found
Not Connected The Verity Controller screen will indicate when a Verity Duo
(booth status) booth is no longer connected.
1. Go to the Verity Touch Writer Duo booth indicated, and
follow the instructions on the screen.
2. If the issue persists, wait for all voters to finish voting,
and then check the cable connection between the Duo &
Controller; replace the booth cable if necessary.
3. If the issue persists, restart the Verity Duo (page 39).
4. If the issue persists, wait for all voters to finish voting, and
then restart Verity Controller (page 39) and reassign all
booths.
5. If the issue persists, replace the Verity Duo (page 50).
Paper Not Displayed on Controller, if a voter has printed the final sheet
Removed of their printed vote record, and has not removed the final
(booth status) page from the Duo after 10 seconds.
Password does not Confirm the correct password with the elections office and
work re-enter.
Polling place Verify the polling place using any device report. If the
(incorrect on polling place is incorrect, replace the device with a correctly
device) configured device (page 50).
Power issues see Device won’t power on / No AC power
Precincts Verify the polling place using any device report. If the
device) configured device (page 50). If the polling place is correct
but the precincts are not correctly programmed, contact the
elections office.
11

or Issue Found
Printing reports If a device was inadvertently powered down before the

after powering necessary reports were printed, press the red power button
down on the back of device to power it back on and print reports.
Report printer NOTE: If the printer is printing a long string of numbers, see
error Report printer has entered diagnostic mode.
If the printer is not printing:
1. Check/make note of any screen message(s). If necessary,
load/reload thermal paper. Ensure the printer door is
closed when done and the printer indicator light is green.
2. If report printer is still not functioning, wait for all voters
to finish voting, and then restart the device (page 39).
NOTE: When issuing access codes, you can select ‘Touch here
to preview the code’ to view the access code on the screen; the
access code may be written on a piece of paper for the voter.
3. If necessary, replace the device (page 50).
Report printer has If a user inadvertently holds down the printer feed button
entered diagnostic while powering up, the printer will enter diagnostic mode
mode and cannot be used normally. If printing is attempted while
in diagnostic mode, a long string of numbers will print. To
reset the printer to normal operations mode, restart the Verity
device (page 39).
System Alert 1. Make note of any information on the device screen. Press
the power button to power off the device, and disconnect
the power brick. Unlock and remove the tablet, and
then re-seat the tablet in its cradle and lock it in place.
Connect the power brick and ensure the green docking
light is on. Press the power button to power on the
device.
troubleshooting
12 issue directory

or Issue Found
The barcode This error may occur when using the AutoBallot barcode
contains a scanner, if the precinct on the poll book/poll pad label is not
precinct that is included in the polling place defined on the Verity device.
not valid for this Verify, using any device report, that the Verity Controller is
polling place programmed with the correct polling place, and then contact
your elections office.
format is invalid scanner, if the barcode label from the poll book/poll pad
is incorrectly formatted, or cannot be read. Contact your
elections office.
There is a ballot When attempting to suspend/close polls, this message occurs

loaded on one of when one or more connected Duo devices have an open
the Duo devices… ballot. Verify that all ballots are printed (if the voter is present)
or spoiled before attempting to suspend/close polls.
A Duo with an When attempting to suspend or close polls, this message

active voting indicates that one or more Duo tablets are undocked.
session was 1. Select No, don’t suspend/close the polls. Verify that
disconnected... all Duo tablets are re-docked to their base stations, and
that all open ballots are printed (if the voter is present) or
spoiled. Reattempt the suspend/close polls process.
2. If the error reappears, or if you are unable to reconnect
the Duo device(s), you may select Yes, suspend/close
polls when prompted to dismiss the message (an
Administrator override is required).
13

or Issue Found
Unassigned booths On Verity Controller, if there are Duo devices connected

that have not been assigned a booth number, the message
"Unassigned booths: #" will appear in red on the lower right
of the Controller screen. If there are unassigned booths, look
at each Verity Duo screen. If a Duo booth is not assigned,
select an available booth number on the Verity Duo screen.
Wrong base This message will display if a Verity Controller tablet is

station reconnected to the base station belonging to a different
device type, or to the wrong Verity Controller base station.
Remove the Verity Controller tablet and reconnect/re-
dock the tablet with the correct base station. See also:
Communication error.
troubleshooting
14 issue directory
Verity Touch Writer Duo/Duo Standalone

or Issue Found
Access code does 1. Confirm that the access code was entered correctly.
not work (not 2. If the access code does not work, check the access
applicable to Duo code status using Verity Controller. Issue a new code, if
Standalone) applicable.
Access controller NOTE: Verity Access is designed for use on voter screens only.
does not work 1. Check that headphones are connected to the left port,
and any other assistive devices are connected to the right
port (page 41).
2. If the issue persists, test the Verity Access (page 41).
3. If the issue persists, restart the device (page 39).
Battery not present If the battery indicator on the screen shows a white battery
with a red line through it, wait for all voters to finish voting,
and then follow standard procedure to check/replace the
battery (page 37).
Booth Number If a Touch Writer Duo booth is not assigned before opening
Assignment polls on Verity Controller, the Touch Writer Duo screen will
(when polls remain on the Booth Number Assignment screen. Select an
are open - not available booth number on the Touch Writer Duo screen to
applicable to Duo assign the booth.
Standalone)
15
Verity Touch Writer Duo, continued

or Issue Found
Communication This message will display if a Touch Writer Duo device tablet
error is reconnected to the base station belong to a different device
type (e.g., Scan, etc.), or if a tablet from another device type is
connected to a Touch Writer Duo base station. Remove the
tablet and reconnect/re-dock the tablet with the correct base
station. See also: Wrong base station.
Dirt/marks on see Print quality poor

ballot
Headphones do not 1. Check the headphones (page 41).

work/no sound 2. If the issue persists, verify the device audio settings (page
42).
More than one Insert only one sheet of thermal paper at a time. To resolve
sheet inserted the error, remove all sheets and insert one blank sheet.
troubleshooting
16 issue directory

or Issue Found
No AC power 1. If the power indicator on the bottom right of the screen

shows a white plug with red line through it, wait for all
voters to finish voting, and then check the power supply
(page 36) and restart the device (page 39).
No Controller This message displays on the Duo if it is unable to

found (not communicate to the Verity Controller. If the Controller is in
applicable to Duo the process of starting up/restarting, wait until that process
Standalone) has finished and then recheck the Duo screen. If the issue
persists, check the following:
1. Check the booth cable connection between the Duo and
Controller; replace the booth cable if necessary.
2. If the issue persists, restart the Duo (page 39).
3. If the issue persists, wait for all voters to finish voting, and
then restart Verity Controller (page 39) and reassign all
booths.
4. If the issue persists, replace the Duo device (page 50).
17

or Issue Found
Paper Jam/ballot If there is a paper jam, select To

stuck in printer resolve, touch here. Enter the Poll
Worker code, select Accept.
If there is a paper jam, you will be
given the option to feed the paper
forward or backward.
If the ballot cannot be easily
removed, and the on-screen eject
feature is not available: Lift the
cover of the Duo printer. To the
right of the printer is a printer feed
button. u
Press the button using a thin stylus
(or pen with the ink cartridge
removed) to eject the paper.
Print quality poor In case of streaks, dirt or marks on the printed vote record
that appear to have come from the Duo ballot printer,
cleaning kits are available from Hart. Duo printers should be
cleaned prior to each election, however they may be cleaned
at any time if needed. Do not attempt to open or take apart
the Duo printer; follow the instructions included with the
kits. There are two cleaning kits available, both of which may
be used: The roller kit (1005775) removes debris from the
rollers and paper path, which typically cause pale blotches
on the printed sheet. The printhead kit (1005728) addresses
dirt on the printhead, which typically causes vertical streaks
on the printed sheet. If the Duo device must be removed
from service, spoil the printed vote record following local
procedure and issue a new voter access code if required.
troubleshooting
18 issue directory

or Issue Found
Printing reports (Standalone only) If a device was powered down before the
error (Standalone Report printer has entered diagnostic mode.
only) If the printer is not printing:
2. If report printer is still not functioning, wait for all voters
to finish voting, and then restart the device (page 39).
Report printer has (Standalone only) If a user holds down the printer feed button
mode and cannot be used normally. If printing is attempted while in
diagnostic mode, a long string of numbers will print. To reset
the printer to normal mode, restart the device (page 39).
Streaks on Ballot see Print quality poor
the power brick. Unlock and remove the tablet, replace
the tablet in its cradle and lock it in place. Connect the
power brick and ensure the green docking light is on.
Press the power button to power on the device.
19

or Issue Found
Tablet undocked/ If a Touch Writer Duo tablet is removed during a voting

removed during session (i.e. while a ballot is loaded), the current ballot will
voting automatically be spoiled.
contains a scanner, if the precinct on the poll book/poll pad label is not
precinct that is included in the polling place defined on the Verity device.
not valid for this Verify, using any device report, that the Verity Duo Standalone
polling place is programmed with the correct polling place, and then
(Standalone only) contact your elections office.
(Standalone only) is incorrectly formatted, or cannot be read. Contact your
elections office.
Warning - paper Insert one sheet of thermal paper with the arrow facing up
removed and pointed toward the Verity Touch Writer Duo device.
Wrong base This message will display if a Touch Writer Duo tablet is
station reconnected to the wrong Touch Writer Duo base station
(booth). Remove the Touch Writer Duo tablet and reconnect/
re-dock the tablet with the correct base station/booth. See
also: Communication error.
You inserted your Thermal paper must be inserted with the arrow facing up and
sheet the wrong pointed toward the Verity Touch Writer Duo device.
way
troubleshooting
20 issue directory
Verity Scan
NOTE: In addition to the plain-language error messages displayed on the device screen,
Verity Scan may also display a numeric error code in the bottom right of the screen. A list of
these codes is found on page 51.

or Issue Found
Ballot will not scan In addition to the plain-language error messages displayed
on the device screen, Verity Scan may also display a numeric
error code in the bottom right of the screen. A list of these
codes is found on page 51.
Battery not present If the battery indicator on screen shows a white battery with
a red line through it, follow standard procedure to check/
replace the battery (page 37).
‘Calibrating...’ (Scan If the Scan device becomes stuck/locked on the “Calibrating...”

stuck on Calibrate screen, briefly unlock and then relock the tablet. This will exit
screen) the calibration menu. If an election is open, you will need to
re-enter the Open Polls code. You may also then reattempt
calibration.
Closed polls too In most jurisdictions, once polls have been closed they
soon cannot be reopened. In those jurisdictions, if polls have been
closed too soon, replace the device (page 50). Follow
local procedures to use the emergency ballot slot until a new
device is available.
21
Verity Scan, continued

or Issue Found
Communication This message will display if a Scan device tablet is connected

error to a Touch Writer Duo base station, or if a tablet from a
Verity Touch Writer Duo is connected to a Scan base station.
Remove the tablet and reconnect/re-dock the tablet with the
correct base station. See also: Wrong base station.
Error codes In addition to the plain-language error messages displayed

on the device screen, Verity Scan may also display a numeric
error code in the bottom right of the screen. A list of these
codes is found on page 51.
device (page 50).

shows white plug with a red line through it, check the
power supply (page 36) and restart the device (page
39).
troubleshooting
22 issue directory

or Issue Found
device (page 50).
work re-enter.
Precincts (incorrect Verify the polling place using any device report. If the
on device) polling place is incorrect, replace the device with a correctly
configured device (page 50). If the polling place is correct
elections office.

2. If the report printer is still not functioning, wait for all
voters to finish voting, and then restart the device (page
39).
23

or Issue Found
device (page 39).
then replace the tablet in its cradle and lock it in place.
device.
2. If the issue persists, use emergency ballot slot and/or
replace the device (page 50).
Transmission 1. Select Retry, or if you are on the Polls Closed screen,

Failed select Send Results.
(Verity Scan with 2. If the issue persists, contact your elections office.
Relay only)
Wrong base This message will display if a Verity Scan tablet is reconnected
station to the base station belonging to a different device type, or to
the wrong Verity Scan base station. Remove the Verity Scan
station. See also: Communication error.
troubleshooting
24 issue directory

or Issue Found
Your ballot did See also page 51.

not scan; The Check/note device message(s), if any; confirm the ballot has
machine could not been cast, reconciling the device ballot count against the
not read one of poll book if necessary
the barcodes
1. If the ballot is visible: DO NOT open the scanner cover;
remove, flatten, and re-feed the ballot. If the ballot is
not visible: following local procedure, open the back
compartment door on ballot box and physically clear the
jam. Flatten and re-feed the ballot.
2. If the scanner will not accept ballots, use the emergency
ballot slot and/or replace the device (page 50).
Your ballot did See also page 51.

not scan; The 1. DO NOT open the scanner cover; remove the ballot and
machine has a confirm the ballot is not damaged, and then flatten and
paper jam re-feed the ballot. (If the ballot is damaged, spoil the
ballot and issue a new ballot following local procedure).
2. If the scanner is still unable to scan ballots, remove the
ballot and clean the scanner (page 43).
3. If the scanner jams repeatedly, use the emergency ballot
slot and/or replace the device (page 50).
25

or Issue Found
Your ballot See also page 51.

has jammed; Check/note device message(s), if any; confirm the ballot has
Your ballot was been cast, reconciling the device ballot count against the poll
counted book if necessary.
1. If the ballot has been cast, and no ballot is visible at
the scanner, open the scanner cover and check for any
obstructions to the scanner feed path. Close the scanner
cover and restart the device (page 39). This should
clear the scan path. If a ballot is ejected, remove the
ballot and follow local procedures to open the back
compartment door and manually place the ballot in the
ballot box.
2. If the scanner is still unable to scan ballots, clean the
scanner (page 43).
3. If the scanner jams repeatedly, use the emergency ballot
slot and/or replace the device (page 50).
troubleshooting
26 issue directory
Verity Touch Writer

or Issue Found
Access code does 1. Confirm the access code was entered correctly
not work 2. If the access code does not work, deactivate the access
code/confirm code status. Issue a new code, if applicable.
Access controller NOTE: Verity Access is designed for use on voter screens only.
does not work 1. Check that headphones are connected to the left port,
and any other assistive devices are connected to the right
port (page 41).
with a red line through it, follow standard procedure to check/
Closed polls too In most jurisdictions, once polls have been closed they cannot
soon be reopened. In those jurisdictions, if polls have been closed
too soon, replace the device (page 50).
27
Verity Touch Writer, continued

or Issue Found
Communication This message will display if a Touch Writer device tablet is

error connected to a Touch Writer Duo base station, or if a tablet
from a Verity Touch Writer Duo is connected to a Touch Writer
base station. Remove the tablet and reconnect/re-dock the
tablet with the correct base station. See also: Wrong base
station.
Headphones do not 1. Check the headphones (page 41).

work/no sound 2. If the issue persists, verify the device audio settings (page
42).
device (page 50).
troubleshooting
28 issue directory

or Issue Found

shows a white plug with red line through it, check the
40).
device (page 50).
work re-enter.
elections office.
Printer error see Resolve printer error
Printer missing/ see Resolve printer error

not found
29

or Issue Found

2. If the report printer is still not functioning, wait for all
voters to finish voting, and then restart the device (page
39).
device (page 39).
troubleshooting
30 issue directory

or Issue Found
Resolve printer If the error occurred during startup (Printer Missing/Not

error Found), verify that the printer is powered on, and then unplug
(error did NOT the printer cable from the back of the printer and plug it back
occur while in. Wait a moment for the printer to reconnect.
attempting to print If the error occurred after startup, prior to a voting session, or
a ballot) in the middle of a voting session (but not while printing):
1. On the “Printer error” screen, select To view details,
touch here. Enter the Poll Worker code, select Accept,
and then resolve the printer error (page 44). After
resolving the error on the printer, the Touch Writer
should return to the screen you were on before the error
occurred.
2. If resolving the error on the printer does not clear the
error on the Touch Writer, restart the Touch Writer (page
40).
3. If the issue persists, replace the printer (page 50).
Resolve printer 1. On the “Your ballot did not print” screen, select To
error resolve, touch here. Enter the Poll Worker code, select
(error occurred Accept, and then resolve the printer error (page 44).
while attempting to After resolving the error on the printer, the ballot should
print a ballot) print (please be patient). Once the ballot has printed, on
the Touch Writer, select The ballot printed correctly.
2. If after resolving the issue on the printer the ballot has
not been printed, select Reprint Ballot on the Verity
Touch Writer screen (this option will only be available
once the error on the printer has been corrected).
3. If after resolving the issue, the ballot has not been
printed, and the Reprint Ballot option is not available on
the Touch Writer screen, select Spoil Ballot on the Touch
Writer screen. Restart the Touch Writer (page 40), and
issue a new access code on the Touch Writer.
31

or Issue Found
then replace the tablet in its cradle and lock it in place.
device.
Wrong base This message will display if a Verity Touch Writer tablet is
station reconnected to the base station belonging to a different
device type, or to the wrong Verity Touch Writer base station.
Remove the Verity Touch Writer tablet and reconnect/
re-dock the tablet with the correct base station. See also:
Communication error.
Your ballot did see Resolve printer error (error occurred while attempting to
not print print a ballot)
troubleshooting
32 issue directory
Verity Print
or Issue Found
with a red line through it, follow standard procedure to check/
Communication This message will display if a Print device tablet is connected

error to a Touch Writer Duo base station, or if a tablet from a
Verity Touch Writer Duo is connected to a Print base station.
Remove the tablet and reconnect/re-dock the tablet with the
correct base station. See also: Wrong base station.
device (page 50).
33
Verity Print, continued

or Issue Found

shows a white plug with red line through it, check the
40).
2. If the issue persists, replace the device.
device (page 50).
work re-enter.
elections office.
Printer error see Resolve printer error
Printer Missing/ see Resolve printer error

Not Found

troubleshooting
34 issue directory

or Issue Found
2. If the report printer is still not functioning, restart the
device (page 39).
device (page 39).
Resolve printer If the error occurred during startup (Printer Missing/Not

error Found), verify that the printer is powered on, then unplug
(error did NOT the USB cable from the back of the printer,and plug it back in.
occur while Wait a moment for the printer to reconnect.
attempting to print If the error occurred after startup, but not while attempting
a ballot) to print a ballot (for instance, the error occurred prior to
attempting to issue ballots):
1. Resolve the printer error (page 44). After resolving the
error on the printer, the Verity Print should return to the
screen you were on before the error occurred.
2. If resolving the error on the printer does not clear the
error on the Verity Print, restart the Verity Print (page
40).
3. If the issue persists, replace the printer.
35

or Issue Found
Resolve printer 1. Resolve the printer error (page 44). The printer should
error automatically print the ballot(s) (please be patient).
(error occurred 2. If after resolving the error on the printer, the printer does
while attempting to not print a usable ballot automatically, you may need
print a ballot) to start the print process over (on the “Ready to issue
ballots” screen, select Issue a ballot).
3. If the issue persists, restart the Verity Print (page 40).
the power brick. Unlock and remove the tablet, replace
the tablet in its cradle, and lock it in place. Connect the
power brick and ensure the green docking light is on.
Press the power button to power on the device.
contains a scanner, if the precinct on the poll book/poll pad label
precinct that is is not included in the polling place defined on the Verity
not valid for this device. Verify, using any device report, that the Verity Print is
polling place programmed with the correct polling place, and then contact
your elections office.
is incorrectly formatted, or cannot be read. Contact your
elections office.
Wrong base This message will display if a Verity Print tablet is reconnected
station to the base station belonging to a different device type, or to
the wrong Verity Print base station. Remove the Verity Print
station. See also: Communication error.
procedure reference
checking power supply
1 Verify the AC power cord is plugged in to the back

of the device.
2 Verify the power cord and power brick are plugged in

securely.
3 If you are using a power strip (or UPS), verify the plug coming from the
power brick is plugged into the power strip/UPS, and the power strip/
UPS is switched on and in working order.
4 Verify the power cord/power strip/extension cord is plugged

into a working, 3-prong wall outlet.
5 After checking connections, press the red power

button on the back of the device to power on the
device.
37
checking/replacing the battery
1 Make certain all voters using the device have finished voting. If restarting
Scan, make sure voters have access to the emergency ballot slot.
2 Press the red power button on the back of the

device, and then wait until the device shuts
down completely (black screen).
3 Unplug the AC power cord from the wall/power strip.
4 Unlock the device tablet (A) and remove it from its cradle (B).
A B
5 Open the battery door on the back of the tablet

and confirm that the battery is present.
continued on following page

38 procedure reference
checking/replacing the battery, continued
6 Check that the battery is connected properly. The tab on

the connector coming from the battery must snap over
the tab on the wire coming from the tablet.
7 Check the battery charge by pressing on

the test button on the bottom left of the
front of the battery. If necessary, replace
the battery with a fully charged one.
8 Close the battery compartment, re-seat the

tablet, tilt it back, and lock the tablet in
place.
9 Plug the AC power cord back into the wall/power strip.
10 Press the red power button on the back of

the device to power it on.
39
restarting a device (Controller, Duo, Duo standalone, Scan)
1 Make certain all voters using the device have finished voting (including
all attached Duo devices if restarting Controller). If restarting Scan,
make sure voters have access to the emergency ballot slot.

3
Wait 15-30 seconds.

device again to power the device on.
5 When the device has finished restarting, follow the prompts on the
device screen.
restarting a device (Touch Writer, Print)
1 Make certain all voters using the device have finished voting.

3 Disconnect the ballot printer cable from the

back of the Verity Touch Writer/Print. For Verity
Print with AutoBallot, disconnect the barcode
reader from the Verity Print.
4 Wait 15-30 seconds. Reconnect the ballot printer cable to the back of
the Verity Touch Writer/Print.

device again to power the device on.
6 (Verity Print with AutoBallot) When the screen

displays Enter Poll Worker Code, reconnect the
barcode reader.
41
checking headphones
1 Check that the headphones are connected to the

proper (left) port on the Verity Access, and that the
connection is secure.
2 If your headphones have a built-in volume switch, verify that the switch
is turned up.
testing Verity Access
1 Verify headphones (left port) and/or tactile

switches/assistive devices (right port) are plugged
into the correct ports on the Access controller. On
Touch Writer Duo, verify that the Access device is
plugged in to the back of the device.
2 Press the poll worker button and enter the Poll Worker
code to access the main menu. From the main menu,
select Run tests.
3 Select Test Access controller.

testing Verity Access, continued
4 On the Access controller, press each button once to test the response. To
test the Move wheel, turn the wheel to the left and then to the right. On
the screen, testing success is indicated by a green check mark appearing
over each button.
5 Repeat step 4 using headphones and/or tactile switches to test their

function (note that these must be connected before beginning testing).
6 Select Exit when done.

verifying device audio settings
1 On the top center right of the Verity device

screen, select Audio. u
2 Verify the device audio settings. Select Volume to check the volume
settings.
43
cleaning the Verity Scan scanner
1 Make certain all voters using the device have finished. Make sure voters
have access to the emergency ballot slot.
2 Press the red power button on the back of

the Verity Scan to power it off.
3 Unplug the AC power cord from the back of

the Verity Scan.
4 Gently lift the scanner door. Dab a small

amount of 50% isopropyl alcohol onto a
lint-free cloth and apply to the upper and
lower glass plates.
• Do not pour or spray liquids on the scanner.
• Do not use compressed air to remove dust.
5 When finished, plug in AC power, press the red power button, and follow
on-screen prompts to resume using the device.
resolving ballot printer errors (Touch Writer, Print)

On the “Resolve printer error” screen, note the error type and any instructions
provided, and then resolve the issue on the printer. Resolution steps for
specific error types are included on the following pages.
COMMUNICATION FAILURE: Communication problems can be caused
by several factors; check the following:
• Check that the printer is powered on. If not, press the power switch on the side
of the printer.
• Check that the printer is on-line. If not, press the Online button on the printer.
• Unplug the printer cable from the back of the printer, then plug it back in.
• Note that it may take some time for the Verity device to recognize the printer
after correcting the communication issue. If, after attempting the above, and
the error does not resolve (communication problems persist), restart the Verity
Touch Writer/Print following the steps given on page 40.
COVER OPENED: Close the printer cover.

OUT OF PAPER: Load paper in the printer. If you are using the Manual
Paper Tray:
1) Ensure a few sheets of LTR paper are loaded in
Tray 1 (the main paper drawer)
2) If you are using the OKI 431 printer, ensure the

blue tray release button in the Manual Paper
Tray is engaged.
PAPER JAM: Follow the instructions on the printer screen to clear the jam.
Paper jams may occur in the rear cover, top cover, MP Tray, and/or Tray 1.
45
resolving ballot printer errors, continued

TONER LOW/EMPTY: Replace the toner cartridge:
1) Press the round cover open button on the top of the printer and open
the top cover.
2) Rotate the blue lever of the toner cartridge in the
direction of the UNLOCKED position until it stops.
IMPORTANT: Ensure the cartridge lever is firmly in the
UNLOCKED position before attempting to remove the
cartridge. Failure to do so can result in toner spillage.
3) Remove the toner cartridge by lifting it gently. Dispose of the used

cartridge in the black bag provided with the new cartridge.
4) Shake the new cartridge several times vertically and horizontally.
IMPORTANT: Ensure the cartridge lever is firmly in the UNLOCKED position
before shaking the cartridge. Failure to do so can result in toner spillage.
5) Holding the new cartridge level, gently remove the

protective tape.
6) Insert the left end of the toner cartridge

while aligning the left end with the pin on
the top of the image drum, and then insert
the right end.
continued on following page


7) Rotate the blue lever of the toner cartridge
in the direction of the LOCKED position until
it stops.
IMPORTANT: Ensure that the cartridge lever
remains in the UNLOCKED position until the
cartridge is fully seated in the printer, and then move the lever to the LOCKED
position. Failure to do so can result in toner spillage. If the toner cartridge is
not securely attached, printing quality may deteriorate.
8) Close the top cover.

WRONG PAPER SIZE: Load the correct paper size; if necessary you may
need to configure the printer tray for the correct paper size. If a printer
attached to a Verity Touch Writer or Print is not configured correctly for
the current election’s ballot size, an error will occur. If the error is not
handled correctly, the ballot may be lost and/or the device’s ballot count
may appear to be incorrect. Follow the steps relevant to your printer type
and accessories to properly resolve the error and print the ballot.
• OKI b431 - page 47
• OKI b432 without Tray Extension Kit - page 48
• OKI b432 with Tray Extension Kit - page 49
47

resolving wrong paper size error - OKI b431 printer
1) Identify the error:
• The printer displays the error [PAPER SIZE ERROR], and an incomplete or incor-
rect ballot may have printed.
• The Verity Touch Writer displays the Wrong Paper Size error.
IMPORTANT: Do NOT press CANCEL on the printer’s operator panel, or the
marked ballot will be lost and the ballot will need to be reissued. This may
also cause an incorrect the ballot count on the Verity device.
2) Load the correct paper size in Tray 1 or in the Manual Paper Tray.
3) If the ballot does not print correctly, and/or to prevent the issue from
occurring again, verify the tray settings:
a) With the printer displaying {ONLINE}, load the correct size of paper
stock in the appropriate paper tray (Tray 1 or the MP Tray). If
loading Tray 1, replace the tray when done.
b) Press (OK), then press (UP) 3 times to get to the Media Menu
c) To verify the Tray 1 settings: Press (OK). The Tray 1 paper size
is displayed. To change the size, press (OK) again and the size
with flash. Press the (UP) or (DOWN) arrows to navigate to
the correct size (LETTER or LEGAL14, for example). Press (BACK)
2 times.
d) To verify the MPT settings: Press (OK), then press (UP) three
times. The MPT paper size is displayed (for 17” or 20” ballots, it
should read CUSTOM). To change the size, press (OK) again
and the size will flash. Use the up and down arrows to navigate to
the correct size (CUSTOM). Press (BACK), then press (UP) 5
times to display the Y DIMENSION. Press (OK) and the size will
flash. Press UP repeatedly until the dimension reads 17.0. Press
(BACK) 3 times.

resolving wrong paper size error (OKI b432, NO Tray Extension Kit)
OKI b432 printers may be used with or without a Tray Extension Kit to
allow printing of all paper sizes from Tray 1. If your jurisdiction does
NOT use this kit, see below. If your jurisdiction does use this kit, see
the following page.
• The printer displays the error [MP TRAY SIZE MISMATCH] or [TRAY 1 PAPER SIZE
MISMATCH], and an incomplete or incorrect ballot may have printed.
IMPORTANT: Do NOT press (CANCEL) on the printer’s operator panel, or
the marked ballot will be lost and the ballot will need to be reissued. This may
also cause an incorrect the ballot count on Verity device.
2) While the paper size error is displayed on the Touch Writer screen,
open the MP Tray on the front of the printer and load enough of the
correct size ballot stock to complete one ballot.
3) Press the (ONLINE) button on the printer to continue printing.
The ballot will print from the MP Tray.
4) Reconfigure the printer trays to avoid the issue for future ballots:
a) With the printer displaying {READY TO PRINT}, load the correct size
of paper stock in the appropriate paper tray (Tray 1 for LTR/LGL,
MP Tray for larger sizes). If loading Tray 1, replace the tray when
done.
b) The printer screen displays the current paper size configuration
for the tray. Press (OK) and the current paper size will flash.
c) Press the (UP) or (DOWN) arrows on the operator panel
until the CORRECT paper size is displayed, and then press (OK).
49

resolving wrong paper size error (OKI b432 with Tray Extension Kit)
For information about configuring printers with the Tray Extension Kit,
see also the Kit Installation document (6675-011). After installation, the
paper tray must be set for the type of paper that will be used (8.5” x 17”
or 8.5” x 20”). If using 8.5” x 11” or 8.5” x 14” paper, no settings need to
be changed. However, to print on 8.5” x 11” paper, you must remove the
extender components and reinstall the stock components.
• The printer displays the error [TRAY 1 PAPER SIZE MISMATCH], and an incom-
plete or incorrect ballot may have printed.
IMPORTANT: Do NOT press (CANCEL) on the printer’s operator panel, or
the marked ballot will be lost and the ballot will need to be reissued. This may
also cause an incorrect the ballot count on Verity device.
2) On the printer, press the down arrow ( ) on the control panel until
MENUS is visible, and then press OK.
3) Press the down arrow ( ) until TRAY CONFIG is visible, and then press
OK.
4) Press the down arrow until TRAY1 CONFIG is visible, and then press
OK.
5) With PAPERSIZE visible, press OK - the paper size will flash.
6) Use the down arrow to change the paper size to CUSTOM, and then
press OK.
7) Press the down arrow until Y DIMENSION is displayed, and then press
OK – the dimension will flash.
8) Use the down arrow to change the paper size to either 17.0 or 20.0
inches.
replacing a device
In some cases, replacing a device may be the most efficient way to ensure
voters’ timely access to a working voting device, provided that a spare device
is available to replace the one being taken out of service. It is of utmost
importance to follow local procedures and rules regarding chain of
custody and the replacement of equipment at the polling place.
1 Record the serial number for the device you are replacing on an Out of
Service tag and affix the tag to the device. Log a full description of the
problem on the Equipment Chain of Custody form or equivalent.
2 Predefine spare devices for the correct polling place before they are
deployed (see the Verity Support Procedures Guide for instructions).
3 Follow local procedures when creating/reading recovery vDrives, and/or

retrieving vote and audit data from replaced or replacement equipment.
If a device must be replaced due to a System Alert failure, you can create
a recovery vDrive and/or export temporary device logs from the device.
Consult the Verity Support Procedures Guide for details.
4 If a piece of equipment requires repair at Hart, see instructions for

creating a Return Materials Authorization in the Verity Support Procedures
Guide, or call Hart Support at 1-866 ASK HART for instructions.
replacing Verity Controller

When replacing a Verity Controller device, ensure no voter is using a
connected Verity Duo device.
51
Verity Scan error codes

In addition to the plain-language error messages displayed on the device
screen, Verity Scan may also display a numeric error code in the bottom right
of the screen. These error codes are intended to assist troubleshooters with
diagnosing the nature of issues that may occur when the device attempts
to read an inserted ballot or printed vote record. A list of the potential error
codes, their description, and the corresponding tag in the device Audit Log
are listed below.
Error Code Description Audit Log Tag

1 Barcode not found BarcodeDecodeError
2 Problem reading one or more barcodes PageDecodeError
3 Problem reading one or more option boxes OptionLocationError
4 Error processing barcode data ProcessingError
5 Paper Jam PaperJam
6 Ballot polling place does not match device PollingPlaceError
7 Scanner hardware error ScanningError
8 Ballot election does not match device WrongElectionError
9 Ballot type does not match device/vDrive (Test TestBallotError
ballot)
10 Ballot type does not match device/vDrive (Official OfficialBallotError
ballot)
11 Ballot serial number has been previously scanned DuplicateBallotError
12 Multiple sheets scanned simultaneously MultiSheetError
13 Ballot election version does not match device/vDrive BallotCompatibilityError
14 Ballot is a provisional ballot ProvisionalBallotError
15 (Duo PVRs) Ballot sheet inserted is not a printed WrongSheetType
vote record
16 (Duo PVRs) Unable to read ballot QR code UnableToDeserialize
17 (Duo PVRs) Sheet size does not match device/vDrive WrongSheetSize
18 (Duo PVRs) Error processing the PVR; view device PvrProcessingError
log for details
19 (Duo PVRs) Multiple QR codes found MultipleQrCodeFound
Hart Support
NOTE: the following contact information is for use by election
officials and staff only; poll workers should not be encouraged to
call the Hart CSC Help Desk directly.
Hart Customer Support Center
(Help Desk)
1.866.ASK HART
©2021 Hart InterCivic

All Rights Reserved
Hart InterCivic and Verity are registered trademarks of Hart InterCivic, Inc.

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Device Troubleshooting

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troubleshooting issue directory 8

how to use this guide

4 Some resolution steps may indicate a page number or numbers; For

basic troubleshooting process

basic troubleshooting process, continued

Alert The Verity Controller screen will indicate when there is a

Communication This message will display if a Controller device tablet is

Verity Controller, continued

Error Message Resolution

No AC power 1. If the AC power indicator on the bottom right of the

Verity Controller, continued

Error Message Resolution

Power issues see Device won’t power on / No AC power

Verity Controller, continued

Error Message Resolution

Printing reports If a device was inadvertently powered down before the

Verity Controller, continued

Error Message Resolution

There is a ballot When attempting to suspend/close polls, this message occurs

A Duo with an When attempting to suspend or close polls, this message

Verity Controller, continued

Error Message Resolution

Unassigned booths On Verity Controller, if there are Duo devices connected

Wrong base This message will display if a Verity Controller tablet is

Verity Touch Writer Duo/Duo Standalone

Verity Touch Writer Duo, continued

Error Message Resolution

Dirt/marks on see Print quality poor

Headphones do not 1. Check the headphones (page 41).

Verity Touch Writer Duo, continued

Error Message Resolution

No AC power 1. If the power indicator on the bottom right of the screen

No Controller This message displays on the Duo if it is unable to

Verity Touch Writer Duo, continued

Error Message Resolution

Paper Jam/ballot If there is a paper jam, select To

Power issues see Device won’t power on / No AC power

Verity Touch Writer Duo, continued

Error Message Resolution

Streaks on Ballot see Print quality poor

Error Message Resolution

Tablet undocked/ If a Touch Writer Duo tablet is removed during a voting

Error Message Resolution

‘Calibrating...’ (Scan If the Scan device becomes stuck/locked on the “Calibrating...”

Verity Scan, continued

Error Message Resolution

Communication This message will display if a Scan device tablet is connected

Error codes In addition to the plain-language error messages displayed

No AC power 1. If the power indicator on the bottom right of the screen

Verity Scan, continued

Error Message Resolution

Power issues see Device won’t power on / No AC power

Printing reports If a device was inadvertently powered down before the

troubleshooting issue directory 8