Boca Printers

The Boca printers are how Box Office, Group Sales, Development and other departments print out the physical tickets for Patrons. Given this is a mission critical device, IT supports the installation and troubleshooting of these devices.

Step 1: Getting to know the device

• The Boca’s are a black box with the words Boca and a Lemur icon on the top.  
• Tickets are fed into the machine from the back and print out the front.
• The power button is on the right side of the device towards the back.
• On the left side, you see the status lights:
  1. Data
  2. RDY
  3. Check Paper
  4. Paper Jam
• On the left side, there is also a “Test” button for forcing a ticket through the printer.
  1. There are “Menu” and “Choice” buttons for Boca models with an LCD screen.
• On the back there’s the standard “D Plug” for power, USB-B, a parallel port and an RJ12 serial port.

Step 2: Installation

• Navigate to P:\IT\Documents and Procedures\Needs review and approval\Jesse\Tessitura Documents
• Copy the “Boca_Sytems_Printer_Drivers.zip” folder to the desktop of the computer you’re installing it on.
  1. I strongly recommend copying this to a USB drive for you to carry around!
• Extract the Zip file onto the Desktop.
• Open Windows settings
  1. Bluetooth & Devices
  2. Printers & Scanners
  3. “Add device”
  4. “Add a new device manually”
  5. Switch the selection to “Add a local printer or network printer with manual settings”, then “Next”.
  6. Try and use an existing USB port.
     • If needed, create a new local port
       • Give it a relevant name
  7. On the Install the printer driver screen
     • Select “Have Disk”
     • Browse to the extracted Boca folder on the Desktop and select the “boca.inf” file.
     • Select “OK”
     • Chose the first option “Boca FGL 22/42 200 DPI”
     • Select “Next”
     • For now, leave the name, as-is.
     • Use Admin credentials to install the driver.
     • Do Not Share the printer!
     • Don’t send a Test Page
     • Select Finish
  8. Navigate to the printer and open the Printer Properties
     • Switch to the Advance tab
     • Use the pull-down menu on Driver to select “Generic/Text Only”
       • If the Generic Text Only driver isn’t installed use the driver install sequence above to install the driver.
     • Switch back to the General tab and rename the device based on who is using the Boca. Example Justin Cortes = Justin Boca
     • Select “OK” to save the changes.

Step 3: Troubleshooting

• Try power cycling the Boca Printer
• Use the “Test” button on the side to make sure the Boca can physically move tickets through its system.

• Paper Jams are common.
  1. You can pull the top off the Boca by removing the two side screws and popping the top off.
  2. Once inside you can lift the black lever at the front to release the tickets and then pull the tickets out from the back.
  3. Make sure to align the ticket card stock correctly!
  4. You can also use the black sliding guard in the back to make sure the tickets stay aligned when moving through the Boca printer.
  5. Try using the air compressor to blow out any dust.
  6. You can also lift the optical sensor out and clean it off with screen cleaner.

• Remember starting with Windows 11, printers are on a per USB port basis!
  1. Try placing the Boca onto a different USB port.
  2. IF installed into a Dock, try moving the USB cable to a different port on the dock and or on the computer.
  3. Open Printer Properties of the device
     • Switch to the Port Tab
     • Try moving the printer to a different USB port.
     • Hit “OK” to save your changes.

• Double check the Boca settings via Printer Properties.
  1. Make sure the driver is set to “Generic/Text Only”
  2. Check the USB port the device is set accordingly.  

• Try uninstalling and reinstalling the Boca Printer.
  1. Since you’ve already installed the Drivers previously you can follow the steps in the Installation section sans having to install the drivers.
     • Make sure you set the driver to “Generic/Text Only”!
  2. Make sure to have the user sign out of Tessitura and sign back in with a new session! This will make sure the new printer gets pulled into Citrix.
  3. In Tessitura, on the top ribbon, select the gear icon
     • In the printer section, there’s a pull-down menu to see if the printer is listed.
     • You can hit “Refresh” to see if it pulls in the printer.

Step 4: Escalation

• Often, you’ll need to open a ticket with Tessitura themselves.
  1. Navigate to https://www.tessitura.com/
  2. Select login in the top right corner.
  3. If you don’t have a login, select the “Register” tab.
     • Use your DPC email and fill in the form accordingly.
  4. Login with your credentials.
  5. Use the “Support & Learning” pull down menu and select “Get Support”
  6. Select “Create or Manage Tickets”
  7. From here you can read any Knowledge Base articles that may help with troubleshooting.
  8. OR select “My Requests” to proceed
  9. Select “Submit a Request” in the top right corner.
  10. Fill out the form and select the appropriate response level
      • Just like our tickets, try and provide as much information as possible, what troubleshooting steps you’ve already tried and any screenshots if available.
  11. Select “Submit Request” when ready.

Questions?

Author: JW Madonna

Email: j[email protected]

Phone: 407-803-5005 x5005