Donor Room Technology, Troubleshooting and Escalation

This document is to help you utilize the audio and video technology in the Donor Room, including some basic troubleshooting steps and which department to escalate to for technical support.

How to Play Music

• The Donor Services iPad (iPad 9th Generation) is used to override the audio playing in the Donor Room via the Apple Airplay device (Audio Tech DR).
  1. Unlock the iPad = 2014
  2. Open the Spotify App.
  3. Use the “Connect” button to use Airplay to play audio over the Donor Room audio device (Audio Tech DR).
  4. You can control the volume via the iPad’s volume buttons.

How to use the Direct TV App

• On the left TV there’s an Apple TV for playing other content.
  1. The Apple TV and Samsung remotes are in the Production cabinet.
  2. Use the Back button or the Apple TV button to get to the home screen.
  3. Use the arrow keys and central wheel to navigate.
  4. Select the DirectTV app.

• The Apple TV 4K can also be controlled via the iPad.
  1. Unlock the iPad = 2014
  2. From the top right corner of the screen, swipe down to get to the Control Center.
  3. The Apple Remote app is pinned to the Control Center.
     
  4. Select “Apple Remote”
  5. The Remote should connect to Donor Room 2 Apple TV.

1. Use the Back button or the Apple TV button to get to the home screen.
2. Use the arrow keys and central wheel to navigate.

Logins:

• iPad = 2014
• Spotify
  1. [email protected]
  2. donorservices2014!
• DirectTV
  1. [email protected]
  2. arts4everylife!

Troubleshooting:

• Donor Room technology is supported by both the IT and Production departments.
  1. IT = TVs, Apple TV, iPad and Wi-Fi.
  2. Production = Apple AirPlay device and Audio equipment.

• Audio Issues:
  1. Try closing and reopening the Spotify App.
  2. Confirm you’re playing the audio to the Audio Tech DR device.
  3. Confirm the iPad is on the ATVT network.
     • Open settings app.
     • Select Wi-Fi section.

1. Restart the iPad
   • Hold down the power button and swipe on the slider to power off.
   • Press power button to turn back on.
2. Escalate to Production as the Apple AirPlay device likely needs to be restarted.

• TV/DirectTV issues:
  1. Try turning off the TV and powering back on.
  2. Try restarting the Apple TV.
     • Use remote or iPad to exit app
     • Go to settings
     • System
     • Restart
  3. Escalate to IT Department as there could be an Apple TV issue.

• Carouse/Content issues:
  1. Utilize the Apple TV remote or iPad to switch to the Carousel app.
  2. Escalate to your Manager if the Carousel content is incorrect.

• Network/Wi-Fi issues:
  1. Try restarting the Apple TV or iPad.
  2. Escalate to IT department for Wi-Fi issues.

escalation