1. Touchpoint linked to the wrong exhibitor
If it is not the last day of the event…
Stop using the reader and e-mail support (as soon as possible) with the following information:
- Touchpoints in the subject line;
- event name, stand name(s), content name(s), Touchpoint ID(s) – you can get it when placing the Touchpoint on the reader attached to the Check-in;
- name of the exhibitor to which it should have been linked;
- if available, visitor names or emails to verify what’s wrong and what should be fixed.
Do not wait until the end of the event as touches need to be transferred to the correct exhibitor before the last day of the event.
Don’t unlink the swapped Touchpoint(s) until the touches are transferred.
If on the last day of the event (at midday), touches are still not swapped, send a reminder to the Support desk.
If it is the last day of the event…
Follow the above process and if at the end of the event connections are still not swapped/transferred:
- do not remove the label from the Touchpoint, make a clear note that Touchpoint(s) is/are not unlinked due to touches that need to be transferred/swapped. Mention the device ID, event name, and ticket number (helpdesk).
- place the Touchpoint separately, include the above paper note in the touchpoint shipment, and inform the Visit Account Manager by email.
2. Reader can’t be unlinked.
- Use another Touchpoint attached to the Check-in and try again.
- Use a pin to press the reset button of the Touchpoint for 15-20 seconds, until the LED blinks intermittently green-red. This gives the device a restart.
- Still not working? Contact the Support Helpdesk via phone.
- Identify the touchpoint as “not unlinked” (use a label or sticker) when preparing the return shipment.
Touchpoint status
Everything is fine.
No heartbeat received for approx. 1 hour and 5 minutes – check the device (signal, battery etc.). Replace if necessary.
No heartbeat received for approx. 1 hour and 40 min – check the device (signal, battery etc.). Replace if necessary.
Touchpoint is assigned but no heartbeat received – Go to the stand and check the device by touching it to make sure it is working. Replace if necessary.
Touchpoint has been turned off
Touchpoint LED indicators
| LEDs | Status |
|---|---|
| Blinking right red | On charger – Charging |
| Steady top green | On charger – Fully charged |
| 3x short left red blinks | After switching on – Unlinked |
| 3x short left green blinks | After switching on – Linked |
| 1x short left red blink every 2 seconds | Switched on – Unlinked |
| 1x short right red blink every 2 seconds | Switched on – Low battery warning |
| 2x short right red blink every 2 seconds | Switched on – Low battery critical |
| All off | Waiting for touch or switched off |
| 1x short left red blink every 2 seconds | Communication |
Contact details Helpdesk
Office hours: +44 1923 690690 (UK), +31 23 512 0160 (all other offices)
Outside office hours (urgencies): +44 1923 594315
Email: visit.support@ges.com (UK), visit.help@ges.com (all other offices)