FAQ

For using Serialna

Is it possible to use Serialna without the printer?

You can use Serialna without the printer, but you will need to prepare the numbered tickets separately. In order to get the full performance of Serialna, we recommend purchasing the supported printer.

I cannot find any sound guidance that I want to use.

We would like you to put your requests on the Facebook page so that we can include your ideas to the next update.

Is it possible to change the words shown below the numbers on the ticket issuing iPad such as "Please come to the reception desk" when calling the numbers?

Yes, you can change it.
That display corresponds to the sound guidance setting, and it displays the words set to the sound4 at the setting page.
Below are the five choices that are available at the setting page.
  • Please come to the reception desk.
  • Please come to the information desk.
  • Please come to the window.
  • Please enter inside.

Is it possible to use Serialna at several desks?

Yes, it is.
A registered reception name will be printed out on the ticket. And then you can change the setting of reception display; instead of displaying the word “Request,” it can also display “reception name” by choosing the setting of “Using reception name for the display.”
In addition, when the receipt numbers get overlapped, the customers will get confused. In order to avoid the overlapping, make a change in the setting. For example, if there are three desks, change the settings as below:
  • desk A: start – end number 1~300
  • desk B: start – end number 301~600
  • desk C: start – end number 601~999

Is it possible to use one printer among several desks?

The following printers can work under such condition.
  • EPSON TM-T88V-i
  • STAR MICRONICS FVP10 series
The following printers can work under such condition.

Is it possible to use several ticket issuing iPads with one calling iPad?

Yes, it is.
But there is a limit that one calling iPad can only connect to one ticket issuing iPad at the same time.
For example, let’s say you will use the following three iPads.
  1.  Desk A (ticket issuing iPad A)
  2.  Desk B (ticket issuing iPad B)
  3.  Calling (calling iPad)
First when you call desk A, the calling iPad will connect to the desk A and then call the ticket number. Here, in order to call desk B next, you need to change the calling iPad connection to desk B (the connection with desk A will be disconnected automatically), and then call the ticket number.
In addition, in order to call desk A again, you need to change the calling iPad connection to desk A (the connection with desk B will be disconnected automatically), and then call the ticket number.
This means that calling iPad can only connect to one ticket issuing iPad at the same time.
If you want to use two ticket issuing iPads, you will need to switch the connection each time when you want to make a call.

Is it possible to use Serialna on iPad mini, iPod touch and iPhone?

Serialna is not supported on iPad touch and iPhone, but it is supported on iPad mini.
But we do not recommend using iPad mini as a ticket issuing iPad because the screen size is too small.
If you want to use iPad mini, just use it as a calling iPad.

Can I change the design of the request tickets?

You can only change the reception name on the ticket; other than that, you cannot change or add letters.

Can you demonstrate how Serialna works?

Sorry, we do not perform demonstrations outside of Japan.

Troubleshooting

Printer does not print out the tickets.

  • After you turn on the printer, you plug in the Ethernet cable into the printer.
    The printer is needed to turn on after the Ethernet cable is plugged in. Turn off the printer first, and then turn on the printer after a while. When the green light is lighted, the connection between the printer and the Ethernet is successfully completed.
  • There is no paper in the printer or the paper is not enough.
    Open the front cover of the printer, and set the papers or exchange the papers.
  • With the wireless router, the network isolation is activated.
    Depending on the settings of the wireless router, for security reasons, network isolation could interfere with the connection between a wireless device (iPad) and a wired LAN device (printer). In that case, you can refer to the manual of the wireless router and disable the network isolation on the setting page.
    Or you can also connect with the SSID in which network isolation is disabled. When the wireless router has several SSIDs, only one of them could have the enabled network isolation.
  • Network setting of the printer is not completed.
    In the default setting, when you connect the printer to the router, the DHCP of the both devices will automatically complete the network settings. When the DHCP of the router is disabled, the printer will need a network setting. In that case, you can refer to the manuals of the router and the printer to complete the setting.

The printer was working, but now it is not.

  • Make sure that the power is on,
    and if it is off, check the connection with the Ethernet cable and then turn on the power.
  • Make sure the amount of paper is enough.
    When the amount of paper is not enough, the printer might not be able to work correctly. Open the cover and if the amount of paper is not enough, refill the paper.
  • Make sure the Ethernet cable is plugged in to the printer device correctly.
    Also when you remove the cable and plug it in again, you will need to restart the printer.
  • Try the printer setting again.
    When you are using STAR MICRONICS FVP10 series, the DHCP of the printer and the wireless router will automatically place the IP address. And this IP address could be changed sometimes, in this case, try to restart the printer. If the problem is not solved, try to restart Serialna.
  • Restart Serialna.
    Try to restart Serialna.

I cannot find the ticket issuing Serialna.

  • Connect to the ticket issuing Serialna by using request device code.
    By inputting the request device code, you can connect to the ticket issuing Serialna. Take a note of the request device code on the upper left corner of the menu page,
  • In the wireless router, network isolation is activated.
    Depending on the settings of the wireless router, for security reasons, network isolation could interfere with the connection between a wireless device (iPad) and a wired LAN device (printer). In that case, you can refer to the manual of the wireless router and disable the network isolation on the setting page.
    Or you can also connect with the SSID in which network isolation is disabled.

The ticket issuing Serialna is disconnected.

  • By touching the reload button, the Login page will be displayed again. Make sure the ticket issuing Serialna is running correctly and the reception switch is turned on.
    In the case of that the ticket issuing Serialna is disconnected from WiFi or the home button is touched, the reception switch of the ticket issuing Serialna will be automatically turned off. In that case, restart the ticket issuing Serialna.

  • Make sure the ticket issuing Serialna is connected to WiFi.
    Make sure the calling iPad is connected to the appropriate WiFi. Even if the calling iPad is disconnected from the WiFi temporarily, it will be disconnected from the ticket issuing Serialna. In that case, connect the calling iPad to the appropriate WiFi first and reconnect the ticket issuing Serialna.

  • Restart the calling Serialna.
    Try to restart the calling Serialna.

  • Restart the ticket issuing Serialna.
    Restart the ticket issuing Serialna.


There is no calling sound.

  • Make sure the current volume level is zero.
    There is a volume button on the upper right corner of the iPad. Turn the volume up by pushing this button and make sure the volume level is not zero.

  • Make sure the current volume is set to mute.
    There is side switch on the upper right corner of the iPad. This side switch can be set as ‘Lock Rotation’ or ‘Mute’ by iOS setting. If the side switch is set as Mute, turn off the switch to make the mute off. If the side switch is set as Lock Rotation, push the home button twice quickly to display the task page.
    After the task page shows up, slide it from the task page, and ‘mute ON/OFF button’ will show up on the left side. Then tap the button to make the mute off.

  • Restart the Serialna.
    Try to restart the Serialna.

Serialna does not have any response.

Try to restart the Serialna. If the problem is not solved even after a restart, try to delete the Serialna and download it again from AppStore.