Troubleshooting the Red Board/Jade Board requires someone to be on site, standing in front of the Terminal, watching the screen.
The first thing to do is to run the Advanced IP Scanner to see which lane is being affected.
1. Log into the site using TeamViewer and run the Advanced IP Scanner located on the desktop.
2. Check to see if the Red Board/Jade Board is online (192.168.0.11, 192.168.0.12, 192.168.0.13, etc...)
Refer to the IP Documentation to understand which component each IP is referring to.
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If the Red Board/Jade Board is OFFLINE, get the customer to Power Cycle the Terminal.
During the power cycling process, ask the customer to watch the display as it goes through each screen.
Refer to the Multi-Pass Terminal Bootup Screens article on what to look for when the terminal is booting up.
⚠️ ESCALATE TO TIER 2 IF THE SCREEN SAYS SPM BREACHED OR SPM UNAVAILABLE.
⚠️ ESCALATE TO TIER 2 IF THE SCREEN IS IN A BOOT LOOP (GOES TO "RDM STARTING" THEN BACK TO "OVATION IX" OVER AND OVER AGAIN).
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