Handle scanner or hardware downtime

Use this when entry scanners or turnstiles stop working while customers are arriving.

Scanning is done by the connected entry hardware; ToucanTix keeps working during an outage. Staff switch to manual lookup and check-in, and reconcile once hardware is back.

Before you start

Confirm:

• staff can open the POS Agenda attendee list and the back office Sales > Attendees view
• a supervisor decides the admission policy during the outage, for example whether visual ticket checks are enough at peak load
• someone notes the start time of the outage

Switch to manual admission

1. At the gate, ask customers to show their ticket, QR code, or order confirmation.
2. Look each attendee up in the POS Agenda attendee list by name or ticket number, or under Sales > Attendees in the back office.
3. Confirm the event, date, time, and ticket state on the attendee.
4. Record the entry in the back office with Check in, or Check in selected for a group.
5. If queue pressure makes immediate check-in impossible, record each attendee or ticket number in a manual log and reconcile those identifiers later. If your emergency process records only a tally, it can reconcile the total headcount but cannot identify or correct individual attendance in ToucanTix.

Bring the hardware back

1. Restart or replace the scanner hardware according to the entry system's own procedures.
2. In the back office, open Admin > Integrations and check the KORONA.entry Entry webhooks status: it should show Active with a recent last-received event once scans flow again.
3. Run a test scan on a staff ticket and confirm the event appears on the attendee detail.

Reconcile after the outage

1. Open Sales > Attendees, filter by the event, and use the Checked in / Not checked in filter options.
2. Match the attendee or ticket identifiers in the manual log against Not checked in attendees and check in each person you admitted manually. If the fallback captured only a tally, record the count difference in the outage report; do not guess which attendees entered.
3. Where a ticket should not be usable again — for example a single-entry ticket admitted by hand — check the ticket panel and ask a supervisor to lock or use up the entry as your policy requires.
4. Save the outage window and device details for follow-up before the next event.

Expected result

Customers keep entering during the outage, every identifier-recorded admission ends up as a check-in, and any tally-only gap is documented separately instead of being assigned to individual attendees.

Troubleshooting

Related articles

• Scan tickets at the entrance
• Handle a ticket that will not scan
• Set up scanners and entry hardware