Getting Started - ▶Online education material

Technical guide

This part of our online documentation will help you through the first steps of getting familiar with Q-net Pro v6. At the end you will find a test to check your knowledge.

System architectures

Central server solution
Master/Slave server solution

Hardware physical installation

Communication Box (SD20)
Device ID adjustment
Display mounting
Ticket dispenser cabling, mounting

Software Installation

Server module

Device controller
Ticket dispenser module
Media player module
Appointment Proxy Server
Smart Ticket Proxy Server

Configuration of embedded devices (CF04, TM07, SH46, TE19, etc.)

Network settings
Connection settings


Using server and permitting certificates

Communication ports

Default ports
Using https protocol with SSL

System configuration (Administrative page)

Hardware configuration

Ticket dispensers
Media players
Feedback devices
Card readers

Software configuration

General settings
Language settings
Adding users
Ticket dispenser profiles
Clerk/Counter - Service Matrix
Customer Feedback profile
System alerts/Monitoring alerts, Rules
Statistical settings, (closing- logout codes, etc.)
Editors (ticket dispenser and ticket layout editor)
Appointment central and Branch level settings
Smart ticket solution

Using the applications

SH48, SH59 calling units
Call-center appointment module
Waiting area visualization
Media manager

Maintenance and troubleshooting

Find and fix cabling problems
Create/Restore Database backup
Using the log files for troubleshooting

Check your knowledge

Test questions

1. Create some new services and a new ticket dispenser profile with these services. The ticket dispenser shows a “Branch closed” message or the ticket dispenser is not showing any service. What is missing?

Solution 🎬

The “Branch closed” message appears, in different cases. Obviously it appears if the actual date/time is out of the ticket dispenser’s opening hour settings. But the same happens if the ticket dispenser cannot show a profile either because no profile assigned to the ticket dispenser or one or more parameters of the profile is not valid in the actual branch. In this particular case check if the actual branch is selected at the ticket dispenser profile settings, the service profile assigned to the ticket dispenser and at the branch settings all languages and services - which are on the profile - are selected.

2. Start SH48 or SH59 sw calling unit and start alarm. Check what is happening on the devices.

Solution 🎬

When an alarm is initiated by the clerk, the ticket dispenser shows a message “Out of service” by default, the counter display shows ‘000’ and on the media player also ‘000’ appears with the number of the counter which started the alarm. Also an “Alarm activated” message appears on all calling units.

3. The server service doesn’t seem to work. How to troubleshoot this problem?

Solution 🎬

In case of a serious system problem you can try restarting the Q-net server service. It might help resolving the problem instantly, however it can happen that even the server service cannot be started. In both cases start the troubleshooting with checking the log file. The server log file location is something like this “c:\Program Files\Q-net\Pro 6\logs\qnet6-service.202x-yy-zz.log”
Most likely the log file will include an error message about the reason of the problem. For example, cannot connect to the SQL database.

4. Add a new user with a clerk role to the system. Login with this user on a calling unit. Print some tickets. There are tickets available in waiting status, but it is not possible to call them. What settings should be done to fix it?

Solution 🎬

The system has a so-called “matrix” solution where you can define that the particular service can be handled at which workstation, by which user. So there is a Clerk - Service and a Counter - Service matrix as well. The combination of the two matrixes will define, if the ticket can be called by the user at a specific workstation (and on what priority level), or not. When a new counter, clerk or service is added to your setup, don’t forget to adjust these matrixes!

5. A new service was added to the system, but it is not appearing on the ticket dispenser. What settings might be missing?

Solution 🎬

The software allows - in case of a multi-branches system - to use different ticket dispenser profiles in the different branches. Meaning, some services are available in a particular branch, some are not. After a new service is created, it is also necessary to add it to the branch, to the ticket dispenser profile, and also not forget to set the matrix settings!

6. Create a new rule which performs a task, that when a particular service is selected, the ticket will be automatically placed on the global waiting list.

Solution 🎬

The rule can be created on both central and branch level - depending if you want to run it in one branch only, or in several branches. The “Event” which triggers the reaction should be “Service selection on a dispenser”, in the “Service” field select the service you’d like to use, and in “Reaction” field choose “Redirect to global waiting list”. The result will be that if a ticket is printed for the selected service, the ticket won’t appear among other waiting tickets, but can be called directly from the waiting list, by any of the clerks, who are able to handle the selected service.

7. Create a new page in Statistics, and add a new Module. Create a report by using the transaction data as data source, where the report shows the average transaction time and the number of transactions per clerk.

Solution 🎬

Login to Statistics module. Click on New Page on the bottom of the left panel. Then click on New module, add a title, e.g. “Custom Clerk Report” at Module type choose “Table” and select “Transactions” as Data source. In the list of value types select User name, Real TR and avg. trans. time. At “Grouping” select the “User name” option. Click Save and again Save on the top of the page. Pls. note “Real TR” means the real transactions where the tickets were closed normally. So it includes only the called and finished transactions.

8. Use the ticket layout editor to replace the logo on the ticket.

Solution 🎬

Click on “Ticket layouts” under central settings. Select the layout you’d like to use and click on “Layout editor”. On the appearing ticket, click on the Qnet logo. Press the “Choose file” button on the right panel and browse an image file. By moving the appearing frame of the image you can move, decrease or increase the image. Pls. note that - though the system is trying to use an optimal dithering method in case of color images, sometimes you can have better results with grayscale images.

9. Add a new video to the media player.

Solution 🎬

Start the media manager on the main screen First add a video under “Media Storage” menu. (mp4 files are usually OK, just drag and drop the video to the screen to upload it) Then create a new media playlist. Make sure that you are using a template which has media region. In the profiles select the profile which will be used on the media player. Then at the “Playlist for zone “Media zone” select your media playlist. Start the media player. After some time, (when the video transferred) the video should appear.
Still not working? On the Administrative page go to your media player check if the correct profile is selected. Also check if the correct device controller - which is running on the same machine as the media player - is selected. Still missing? Then go to the settings of this particular device controller, select it, open the “Special configuration” section and make sure that at the “Download scheduler” the synchronization is enabled. (If disabled, the video file won’t be transferred.)