Idemia KIOSK User manual

Mar 2021 Page 1
Main Components
Head Unit
Status Beacon
Kiosk Display
Face capture cameras (upper & lower)
Speaker
Main Body
Passport Reader
Printer with ejection slot & waste bin
Ticket stock box
Main access door
PC reboot key
THE KIOSK
Workflow and Trouble Shooting Guide

SmartGate Kiosk
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About this Document 4
Traveller Workflow 5
Language Selection 6
Troubleshooting Guide 7
1.0 –Problem Identification 8
1.1 –Passport Reader Process 10
1.3 –Display/Power Process 12
1.4 –Printer Check Process 13
1.5 –I/O Module Check Process 14
1.6 –Network Connectivity Check Process 15
1.7 –Face Services Check Process 16
1.8 –Remove Jammed Passport Process 17
Access the Kiosk 19
How to: open and close main right hand door 20
How to: open and close passport reader hood 21
How to: open and close printer tray 22
How to: open and close left hand door 23
How to: open and close head unit 24
How to: Test kiosk peripherals 25
Enter peripheral test mode 25
How to: Reboot the Kiosk PC 27
Key operated external reset switch 27

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Software Maintenance Mode 27
How to: Power Cycle Kiosk 28
Mains power switch 28
How to: Clear a ticket jam 29
How to: Reload printer stock 30
How to: Close printer 31
How to: Empty the reject ticket bin 32
How to: Remove jammed passport 33

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About this Document
This document is designed to inform operational staff in general how the traveller
workflow works, how to perform fault finding on the IDEMIA kiosk and within
constraints, how to fix or when to escalate for assistance.
The document therefore leads with troubleshooting flowcharts that direct the
operator to How To procedures later in the document.
WHS WARNINGS
THE KIOSK IS AN ELECTRO-MECHANICAL
DEVICE. INTERNAL ACCESS CARRIES RISK
FROM PINCH POINTS, ABRASION, ETC.
EXERCISE DUE CARE AND ATTENTION AND IF
UNSURE SEEK EXPERT ASSISTANCE FROM
IDEMIA PERSONNEL.

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Traveller Workflow
The kiosk operates together with the Department’s border processing systems to ensure each passport
that is presented is eligible according to the Department’s business rules (e.g. Country of Issue, Date of
Expiry, Traveller Age, etc.). The kiosk may ask the traveller questions, as determined and set by the
Department from time-to-time. Depending on traveller responses to set questions and the outcome of the
Department’s traveller checks, then the kiosk will print a SmartGate ticket or the traveller will be referred.
The following diagram illustrates the kiosk workflow with respect to the traveller (Pax) and the
Department’s systems (labelled Home Affairs Backend).

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Not all kiosk transactions result with a SmartGate ticket printed, due to a variety of
reasons a traveller may be referred for manual processing. The following diagram
illustrates a branch to the above workflow where a traveller is referred by the
Department’s system such as not eligible (determined from MRZ processing),
passport chip read or validation failure as well as traveller answers that are not
acceptable for self-service processing at SmartGate.
Language Selection
Travellers have the option to select from a list of languages supported by the kiosk
themselves, or the kiosk will default to a language most relevant to the country of
issue of their passport. When a traveller is accessing the kiosk they have the
option to choose the language they wish to use or it will default to the language
specified according to their passport. The following flowchart outlines this.
Transaction continues in
the language the traveller
has chosen
Is Passport inserted
within 15 seconds?
Does Traveller choose
language?
When passport is
inserted the default
language defined by
origin of passport is
displayed
No
Yes
No
Yes
Does the traveller choose
to change language
during transaction?
Transaction is completed
in the language currently
displayed
Language is changed to
requested language and
completed
No
Yes

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Troubleshooting Guide
Every fault should be logged into the Smart Gate Incident Log so it can be used for the purpose of
prioritising the upgrade and repair of existing Kiosk and Gate equipment. Please make sure when
logging an incident to note both the Fault (as written in Red) and the Action Taken (as Underlined) so
that they can be easily filed and referenced for later consideration.
Troubleshooting begins by using the top-level flowchart to quickly link the observed problem to a detailed
resolution flowchart. Actions given in the flowcharts are common, such as “reboot kiosk PC” with a
corresponding “How to” section in this guide.

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1.0 –Problem Identification
Match the problem as seen at the kiosk with the orange box then refer to the linked process (numbered white boxes).
Where an ACTION is required (Green Box), refer corresponding section in this guide for the How To instructions.

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1.1 –Passport Reader Process
The purpose of this troubleshooting process is to attempt to resolve faults such as
an operating system error, frozen kiosk software or locked-up passport reader
firmware prior to requesting technical support.