The goalkeeper's tablet won't turn on: Support team sends it to the account manager for inspection and replacement

Applies to: administrators or security guards who report that the tablet (device) at the front desk or gatehouse won't turn on or is damaged.

When the front desk tablet won’t turn on, the problem lies with the device itself, not the app. These cases are handled by the account manager at PH (HOA), not by remote technical support, because they require on-site inspection of the device and, if necessary, its replacement.

What support does:

1. Confirm the issue with the person reporting it: the tablet won’t turn on, how long the front desk has been without a tablet, and whether the device has sustained any damage.
2. Escalate the case to the account manager at PH with these details.
3. The account manager coordinates a visit to inspect the tablet and replace the device if necessary.

What to tell the user: The case has been escalated to the account manager at PH to schedule an inspection of the tablet and its possible replacement. Do not commit to a specific date or a remote solution, as this depends on the account manager’s coordination.

Note: If the tablet turns on but the app won’t open, has no connection, or the device shut down during an update, other articles apply (tablet at the gatehouse with no connection; the device may shut down during an update; app for security guards Munily Operativo).