Walkthrough
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      1. SecretSquirrel
      2. Venue Entry
      3. Walkthrough

      FAQ: Transition Potential Problems

      Find Answers to Certain Issues the client may have and how to fix it in regards to the Venue Entry Transition.

      • I can't Log into the portal, my user doesn't work?

      https://portal.ve.scantek.cloud
       
      Double check that they are using the correct link once they have switched over.

      • I only have one user on my account and the OTP is not the right solution (Annoying).

      When logging into the new system, you are able to have 3 roles on the one user account;

      Venue Manager: OTP
      Venue Scanner: SMS
      Restricted Scanner: No MFA

      • Why have we moved to OTP?

      Moving forward each guard, staff member or manager that requires access to the Scantek system, will require their own unique login. For privacy and data security we use 2 factor authentication and as part of this we require each user to have a mobile phone number and email associated with each account.

      For their safety with everything that’s happening in today's world, it’s painful yes, but a necessary step. It’s your customers data at risk and we don’t want them or us to be compromised as a business which has a far larger effect if a hacker gets in or a theft happens and they were able to gain their own patron’s personal ID details. For an extra secure step which may take 20 seconds longer to login and a one off couple of minutes to setup - vs - having data leaked, it’s a small ask and becoming the ‘new norm’ in 2024.

      • The new update logs me out too quickly!

      Log into the support email on the VE Portal; https://portal.ve.scantek.cloud

      In the settings tab, type the venue you need to update.

      You will only Need to change Two settings to a more appropriate Length.

      The 'Inactivity Notice Length' should be whatever you feel appropriate but less than the 'Inactivity Length (to trigger Auto Logout Notice)'

      I usually have the Inactivity notice about 1 hour before Auto Logout.

      Note: These changes come into effect once they re-login if they are currently still logged into the system while the changes have been made.

      • I've created a User with Restricted Scanner but it still asks for OTP.

      This is a very Niche issue, but the way that I have fixed this was log into keycloak;
      https://keycloak.ve.scantek.cloud/

      The password for this is in Bitwarden

       Once Logged in, switch "master" user to "scantek". 

       
      Click on Users > Search the user > Click on User



      Required User Actions > Click the 'x' on Configure OTP > Save Changes



      Ask Client to Re-log In.

      • How do I create Venue Bans that are not shared with other Scantek Venues?

      https://knowledge.scantek.com/secret-squirrel/how-to-create-internal-ban-list

      Link to article above.

       

      • What Authenticator App Should I use?

      Below is links to a few venues are using currently;

      Google Auth:
      iPhone: https://apps.apple.com/us/app/google-authenticator/id388497605
      Android: https://play.google.com/store/apps/details?id=com.google.android.apps.authenticator2&hl=en&gl=US

      Microsoft Auth:
      iPhone: https://apps.apple.com/us/app/microsoft-authenticator/id983156458
      Android: https://play.google.com/store/apps/details?id=com.azure.authenticator&hl=en_AU&gl=US

       

      • What are the Major Changes with this "New" Update? 

      Some of the major features of the new system, compared to the old system;

      • Facial comparison: We have introduced Matching the Face of the patron with the image on the ID card, once a patron re-enters the venue the last picture taken of them that night will be compared with the current image to combat ID sharing.
      • Middle name field is not active anymore, enter the middle name in first name: The criteria for Bans are now First, Last name and DOB, this will not affect ban matching in anyway.
      • Previously rejected notification: Patrons that have been previously banned at the venue and that ban is now expired will be flagged below the patron that this person's been previously. 
      • New login interface allowing multi venue access and restricted access:  A Drop Down menu will show which venues you have access and the level of access that you have so that you won't be able to log into the wrong venue.
      • New NSW DDL: NSW DDL has back to the source check 
      • New date pickers for DOE and DOB: You now have the option to type in the DOB instead of just the scroll wheel to save time, you can type in 95, or 96 instead of the whole year and it will predict the year.
      • New MFA for managers with OTP: Due to mass privacy and data security concerns, anyone with access to patron data will now need to use OTP to access Patron Data, this is to mitigate the risk of data leaks and people trying to assumer into a users ID.
      • New error messages: More accurate error messages for error handling so that devs can be quicker to fix any issues that may arrise on the night.


      • I Scan the QR Code but its not working the passcode doesnt show up!

      If this is the case, the client is likely scanning the QR code via there Camera on not IN-APP, for the QR code to be read they will need to scan the QR code through the app.