Registrar of Voters County of Santa Clara Troubleshooting Manual Election Day Procedure Booklet Contact 1(408) 299-POLL (7655) with any questions or additional problems. Remember to note any troubleshooting on your Exception Log. Version 02.14
Remember to note any troubleshooting on your Technical Exception Log. Version History Date Author Description Software Release 112305 Tech writer Released document n/a 2.00 122905 Tech writer Finalized HAAT materials n/a 2.01 032906 Training SCC Training/Staff Development Edits n/a 2.02 041806 Training SCC Training/Staff Development Edits n/a 2.03 041906 Training SCC Training/Staff Development Edits n/a 2.04 042006 Training SCC Training/Staff Development Edits n/a 2.05 121807 Training SCC Training/Staff Development Edits n/a 2.06 041910 Training SCC Training/Staff Development Edits n/a 2.07 041012 Training SCC Training/Staff Development Edits n/a 2.08 032714 Training SCC Training/Staff Development Edits n/a 2.09 040714 Training Provisional Audio Process Updated n/a 2.10 081314 Training Removed party ballots, updated formatting n/a 2.11 081314 Training SCC Training/Staff Development Edits n/a 2.12 021715 Training SCC Training/Staff Development Edits n/a 2.13 090315 Training SCC Training/Staff Development Edits n/a 2.14 Document Version Note Santa Clara County and Sequoia Voting Systems, Inc. believes that this manual is accurate and reliable. The information contained in this manual is subject to change. Updates may be issued from time to time. This document was prepared by Santa Clara County and Sequoia Voting Systems and is intended for Election Officer use on Election Day Page 2 of 25 Santa Clara County Registrar of Voters November 08, 2016 Presidential General Election
No part of this document may be photocopied or reproduced in any manner without prior consent of Santa Clara County and Sequoia Voting Systems. Page 3 of 25
Contents 1 Most Common Voting Machine Problems... 5 1.1 Power Failure... 5 1.2 Accidentally Turning the Power Off... 5 1.3 Blank Screen... 5 1.4 Yellow/Red Bar Displayed at Bottom of Screen... 6 1.5 Accidentally Closing the Polls... 6 1.6 Voter Card Inserted Incorrectly... 6 1.7 A Voter Card is Stuck... 6 1.8 Voter Believes Ballot Was Not Cast... 6 1.9 Invalid Voter Card... 7 1.10 Canceling Activation of a Voting Machine... 7 1.11 Voter Leaves Voting Machine before Casting Ballot Voter Fled... 9 2 Audio Voting Issues... 10 2.1 Activating an Audio Voter Card... 10 2.2 Activating a Provisional Audio Voter Card... 11 2.3 Canceling Audio Voting Mode... 11 2.4 Enabling Large Font... 111 3 Vote Save Failure Messages... 12 3.1 Vote Save Failure Received After Ballot Was Cast... 12 4 Card Activator Issues... 13 4.1 Card Activator Issues: Switch to Election Officer Activation... 13 4.2 Activating an Audio Voter during Election Officer Activation... 17 4.3 Accidentally Pressing the Menu Button on Card Activator... 17 4.5 Time Checking/Setting the Card Activator Date/Time Clock... 17 5 Cleaning and Screen Adjustments... 20 5.1 Greasy Screen or Finger Prints... 20 5.2 Someone Has Written on the Touch-Screen... 20 5.3 Touch-Screen Calibration... 20 6 Printer Problems... 24 6.1 Message Printer Paper is Low is Displayed... 24 6.2 Messages Displayed for 30 Seconds or More During Voting... 24 6.3 Printer s Green Light is Flashing... 24 6.4 Reconnecting the Printer... 25 6.5 Clearing Printer Paper Jams... 25 Page 4 of 25 Santa Clara County Registrar of Voters November 08, 2016 Presidential General Election
1 Most Common Voting Machine Problems This chapter describes the most common situations that may occur while using the Voting Machine. If additional assistance is needed please call 1(408) 299-POLL (7655), we are here to help! 1.1 Power Failure You should immediately call the 1(408) 299-POLL (7655) to report a power failure at the polling place. If a power failure occurs, the Voting Machine will automatically change over to an internal battery backup system. With a VeriVote printer attached, the Voting Machine s internal battery system will operate for approximately 45 minutes. When the Voting Machine displays a red bar at the bottom of the touch-screen, it has approximately 5 minutes remaining. If necessary, external battery packs can be dispatched to extend the battery system. With a VeriVote printer attached, attach only one (1) Voting Machine/printer to each external battery. The external battery will extend battery power for one (1) additional hour. Remember that in the battery backup mode, in order to conserve power during periods of inactivity, the system utilizes a screen saver that causes the touch-screen to go blank. If a voter would like to vote, have them insert a Voter Card in the yellow slot to activate the Voting Machine. Note: If the Voting Machine is accidentally unplugged, plug the power cord back into the power receptacle. Voting can resume as usual. 1.2 Accidentally Turning the Power Off Simply turn the power switch back to the On position and voting can resume as usual after the Voting Machine goes through its normal Startup Testing. 1.3 Blank Screen To conserve power during periods of inactivity, the system utilizes a screen saver that causes the touch-screen to go blank. This occurs only when the system is running on battery backup. To get the screen to reappear, you can do any one of the following: 1. Touch the screen. 2. Press and release the yellow Activate button. 3. Insert a Voter Card into the yellow slot. As it is not recommended to run the Voting Machine on battery power unless necessary, ensure Voting Machine is properly plugged in. It may be possible that you need to find a new power source if the problem is with the wall outlet. Page 5 of 25
1.4 Yellow/Red Bar Displayed at Bottom of Touch-Screen A yellow or red bar displayed across the bottom of a Voting Machine touch-screen is an indication that the Voting Machine is not receiving AC power. If the green AC power light on the back of the Voting Machine is not illuminated, this is another indication that the Voting Machine is running on battery power. Sometimes connections can loosen, so ensure that the Voting Machine is properly plugged. It may be possible that you need to find a new power source if there is a problem with the wall outlet. If none is available, contact 1(408) 299-POLL (7655) immediately. 1.5 Accidentally Closing the Polls If the Polls switch is accidentally moved to the Closed position, the Voting Machine is designed to display an alert message and a sound for a specified time. The Election Officer should be sure to change the Polls switch back to the Open position. Note: If there is no alert message or sound and the Results Report begins to print, do not open the polls again. At this time, the Voting Machine is considered closed for voting. Recline the touch-screen and remember to complete the closing process including the Closing Audit Form at closing. Do NOT forget to return the cartridge from this machine at the end of the evening. Immediately call 1(408) 299-POLL (7655) for further instruction. 1.6 Voter Card Inserted Incorrectly The Voter Card will automatically pop out. 1.7 A Voter Card is Stuck If a Voter Card fails to eject from the Voting Machine after a voter has cast the ballot, proceed as follows: 1. Go to the back of the Voting Machine, press and release the yellow Activate button. This should eject the Voter Card. If this does not eject the Voter Card, proceed to the next step below. 2. Go to the back of the Voter Card and power it off, wait five seconds, then power it back on again. This should eject the Voter Card. If this does not eject the Voter Card, proceed to the next step below. 3. Call 1 (409) 299-POLL (7655). Important: If a red warning box with the message Invalid Card is displayed, the Voter Card is not stuck. Refer to Section 1.9, Invalid Voter Card for handling this situation. 1.8 Voter Believes Ballot Was Not Cast If a voter believes that their ballot was not cast, follow the steps below to verify the status of the Voter Card: Page 6 of 25 Santa Clara County Registrar of Voters November 08, 2016 Presidential General Election
1. Note the serial number and the time displayed on the Voting Machine. 2. Insert the Voter Card in question into the Card Activator. 3. Press the Status button. Information regarding the Voter Card will be displayed. For example, the display will indicate Activated or Voted, the time, a serial number and a ballot style/code (primary only). Voted 10:15 SN 5664 The possible scenarios are listed below: A Voter Card should be reissued if: The display states Activated or The display states Voted but the time or Voting Machine number on the display does not match the approximate time or Voting Machine number that the voter voted on. A Voter Card should not be reissued if: The display states Voted and the time and Voting Machine number on the display does match the approximate time and Voting Machine number that the voter voted on. 1.9 Invalid Voter Card To remove an invalid Voter Card, the Election Officer, not the voter, should step to the back of the Voting Machine to do the following: 1. Press and release the yellow Activate button. 2. If this does not eject the Voter Card, power the unit off, wait five seconds, and then power it back on again. 3. If necessary, verify the status of the Voter Card following the procedures outlined in the previous section. Yellow ACTIVATE Button 1.10 Canceling Activation of a Voting Machine In some situations, it may be necessary to cancel the activation of the Voting Machine. Page 7 of 25
The information below describes two options for canceling activation: Option 1 If there are no selections made on the Voting Machine If there are no selections made on the Voting Machine, do the following: 1. Go to the back of the Voting Machine, press and hold the yellow Activate button. 2. Release the button when the touch-screen changes to the Blank Ballot? mode (about 3 seconds). Three options are displayed on the touch-screen: Return to Voting Cast Ballot Cancel Activation 3. Touch Cancel Activation to cancel the activated Voting Machine and eject the Voter Card. Any report displayed on the VeriVote printer will advance. 4. Note this information on the Exception Log. If there are selections made on the Voting Machine If there are selections made on the Voting Machine, do the following: 1. De-select (uncheck) all choices made for each contest. (ask the voter to do this, the Election Officer should not view selections made by the voter.) 2. Go to the back of the Voting Machine, press and hold the yellow Activate button. 3. Release the button when the touch-screen changes to the Blank Ballot? mode (about 3 seconds). Three options appear on the touch-screen: Return to Voting Cast Ballot Cancel Activation 4. Touch Cancel Activation to cancel the activated Voting Machine and eject the Voter Card. Any report displayed on the VeriVote printer will advance. 5. Note this information on the Exception Log. Option 2 With either of the above scenarios, an activated Voting Machine can be canceled by simply powering it off, waiting five seconds, and then powering it back on again. This action cancels the activation and ejects the Voter Card. Page 8 of 25 Santa Clara County Registrar of Voters November 08, 2016 Presidential General Election
1.11 Voter Leaves Unit before Casting Ballot Voter Fled In the case where a voter has left the Voting Machine without touching the Cast Vote button, please be sure to use the following procedure. If the voter has fled and there are no selections made If the voter has fled and there are no selections made on the ballot, do the following: 1. Go to the back of the Voting Machine, press and hold the yellow Activate button. 2. Release the button when the message Blank Ballot? is displayed (about 3 seconds). Three options/buttons are displayed on the touch-screen: Return to Voting Cast Ballot Cancel Activation 3. Touch the Cast Ballot button. Any report displayed on the VeriVote printer will advance. 4. Note this on the Exception Log. If selections have been made If there are selections made on the ballot, do the following: 1. Go to the back of the Voting Machine, press and hold the yellow Activate button. 2. Release the button when the message Voter Fled is displayed (about 3 seconds). Two options/buttons appear on the touch-screen: Return to Voting Cast Ballot 3. Touch the Cast Ballot / Cast Blank Ballot button to cast the ballot and eject the Voter Card. Any report displayed on the VeriVote printer will advance. 4. Note this on the Exception Log. Page 9 of 25
2 Audio Voting Issues Follow the steps below to connect the audio voting accessory to the Voting Machine (enabling audio voting is done using the card activator). 1. Standing to the rear or side of the Voting Machine, connect the audio voting accessory cable to the Voting Machine serial port labeled Audio as shown below. AUDIO Insert Edge Audio Voting Accessory Cable Plug here. 2. Connect the audio accessory headphones jack to the audio voting accessory. 3. Ensure the Voting Machine is powered on. The To Begin Voting Insert Voter Card Into Slot Below prompt is displayed. The Voting Machine is ready for activated Voter Cards to be inserted. Any voter may use this Voting Machine however the audio feature will only activate when an audio activated Voter Card from the Card Activator is inserted. When an Audio Activated Voter Card is inserted in this Voting Machine nothing will be displayed on the touch-screen other than Audio Activation Enabled. 2.1 Activating an Audio Voter Card 1. Insert Voter Card with the arrow facing down into the card activator slot. Push it down until it clicks. 2. Press the MENU button, then press the number 4 (AUDIO) button. 3. The activated Audio Voter Card will eject, hand the activated Voter Card to the voter, or person assisting them. 4. Direct the voter to the Audio Voting Machine, the Voter Assistance Officer should assist this voter as needed. Page 10 of 25 Santa Clara County Registrar of Voters November 08, 2016 Presidential General Election
2.2 Activating a Provisional Audio Voter Card 1. Hand voter a Provisional Ballot Envelope to fill out. 2. Call 1(408) 299-POLL for authorization 3. Behind the Voting Machine, press and hold the Yellow Activate Button down for 3 seconds or until you hear a beep. Immediately press the button again for another 3 seconds or until a beep is heard. 4. On the touch-screen, Switch to Manual Activation? appears. Press Yes. 5. On the touch-screen, press Provisional/Audio 6. Once the voter has finished voting, hold down the Yellow Activate Button for 3 seconds or until you hear a beep. 7. On the touch-screen, Switch to Auto Activation? appears. Press Yes. 8. Press Resume Voting to exit technician s menu. 2.3 Canceling Audio Voting Mode If a voter initially requests audio voting, and before casting the ballot decides they would rather use the touch-screen voting with assistance, do the following to cancel the ballot and enable touch-screen voting: 1. Go to the back of the Voting Machine, and turn the Power switch to the Off position. The Voting Machine turns off. The Voter Card is ejected. 2. Turn the Power switch to the On position. When the touch-screen displays the message To Begin Voting, Insert Voter Card into Slot Below, the Voting Machine is ready for touch-screen voting. 3. Use the Card Activator to activate a Voter card, and give the Voter Card to the person that will assist the voter in touch-screen voting. 4. Remember to note any Assisted Voters on the Assisted Voter List in the Roster. Also, offer the option of large font voting if useful. Page 11 of 25
2.4 Enabling Large Font 1. Insert Voter Card into voting machine 2. Select language 3. On the bottom center of the screen press the ABC ABC button. 4. Use the scroll bars on the right and bottom of the screen to navigate through the voting process 5. To revert back to the standard font size, navigate to the bottom of the screen and press the ABC ABC once again or finish voting. Page 12 of 25 Santa Clara County Registrar of Voters November 08, 2016 Presidential General Election
3 Vote Save Failure Messages 3.1 Vote Save Failure Received After Ballot Was Cast Once the voter touches the Cast Ballot button, the Voting Machine writes back to the Voter Card to indicate that the Voter Card has been voted. If the Voting Machine encounters a problem writing to the Voter Card, then the ballot cannot be cast. As a result, the touch-screen displays the message Vote Save Failure, Use Backup Voting Procedures to indicate that the vote could not be saved. Follow the steps below to resolve the Vote Save Failure error. 1. Retrieve the Voter Card from the voter and set aside. 2. Issue a new Voter Card to the voter and ask them to wait while you restart the touchscreen. 3. Take the faulty Voter Card out of circulation. Place a piece of masking tape across the Voter Card and write the time, serial number of the Voting Machine and error message across the masking tape. Return the Voter Card separately in the Inspectors Bag. 4. Note this information on the Exception Log. 5. Turn the Voting Machine OFF and back ON again. Note: While this error is primarily due to a soiled Voter Card, it is possible (though unlikely) for the card activation mechanism in the Voting Machine to cause the error. If you find that the Voting Machine continues to receive this error message, even though the faulty Voter Card was taken out of circulation, take the Voting Machine out of service by lowering the touch-screen and closing the privacy panels. Do NOT forget to remove the results cartridge from this machine when completing the Closing Audit Form. Page 13 of 25
4 Card Activator Issues 4.1 Card Activator Issues: Switch to Election Officer Activation Do NOT perform the following troubleshooting without explicit permission, YOU NEED PERMISSION FROM 1(408) 299-POLL (7655) in order to perform the following: If a Card Activator becomes inoperable, immediately call 1(408) 299-POLL (7655). To continue voting you will need to change the Voting Machine to Election Officer Activation mode. 1. Go to the back of the Voting Machine, press and hold the yellow Activate button for 3 seconds. The touch-screen will display the Waiting for Next Voter message (about 3 seconds). Page 14 of 25 Santa Clara County Registrar of Voters November 08, 2016 Presidential General Election
2. Press and hold the yellow Activate button again until the Change to Manual Activation? message is displayed. 3. Touch the Yes button. The message Manual Activate Voting Enabled is displayed briefly. Page 15 of 25
4. When the Waiting for the Next Voter message is displayed, touch the Start Voting or Resume Voting button located in the lower right corner of the touch-screen. The Voting Machine is now set up for Election Officer activation mode. 5. Touch the appropriate button to initiate voting. Regular Voting a. Touch the Start Voting or Resume Voting button located in the lower right corner of the touch screen. The Waiting for Next Voter message appears. b. Activate the ballot by pressing and releasing the yellow Activate button. c. Have the voter select their language. The ballot is presented and the voter can begin voting. d. Once the regular voter has completed voting and cast their ballot, prepare the Voting Machine for the next voter. e. If the next voter is a regular voter, repeat steps b and c above. Page 16 of 25 Santa Clara County Registrar of Voters November 08, 2016 Presidential General Election
If the next voter is a provisional voter, follow the steps below: i. With the Waiting for Next Voter message displayed, press and hold the yellow Activate button for at least 3 seconds. The following screen appears. ii. Follow the steps below for Provisional Voting, starting with step a below. Provisional Voting a. Touch Provisional Voting. The system displays message Provisional Voting, Are You Sure? b. Touch OK. The system displays the message Provisional Voter s ID Number is XXXXXX-X. Please Record With the Provisional Paperwork. c. Record the Voter ID on the Provisional Ballot Envelope, and touch OK. Go to step d below. d. Press and release the yellow Activate button. e. Select the voter s language, if necessary. The ballot is presented and the voter can begin voting. f. Once the provisional voter has completed voting and cast their ballot, prepare the Voting Machine for the next voter. If the next voter is a regular voter, see step 6 above on page 16 Regular Voting. If the next voter is a provisional voter, see step i above on page 17 Provisional Voting. Page 17 of 25
4.2 Manually Activating an Audio Voter a. Press and release the yellow Activate button for 3 seconds b. Select Audio Voter on the touch screen. c. Hand voter audio voting headphones and Audio Unit and inform voter they may begin voting. d. If the next voter is a touch screen voter, proceed to step 5 on Page 14 4.3 Accidentally Pressing the Menu Button on Card Activator Press the green Enter button to return to the correct screen 4.4 Time Checking/Setting the Card Activator Date/Time Clock 1. Press the MENU button on the Card Activator keypad, which displays the following: 1= Cancel 2= System 3= Election 4= Audio 2. Press the 2= System button and then the 2 = Time button, which displays the date and time, for example: Tue Jun 08 10:15:17 2010 Is this correct? 3. If the date or time is incorrect, continue to Step 4. If the date and time are correct, press the YES button, which displays the Please Insert Voter Card message. 4. To change the date and time, do the following:\ a. Press the NO button, which displays the following (this is a sample): Time 10:38:47 Is this correct? 5. If the time is correct, press the YES button to go on to change the date. If the time is incorrect, press the NO button, which displays the following: <HH: MM: SS> 24 Hour Clock NOTE: When entering the time, use the zero format, and enter hour, minute, and seconds; for example, if the time were 11:04:06, you would enter this as 11:04:06 Page 18 of 25 Santa Clara County Registrar of Voters November 08, 2016 Presidential General Election
6. Press the appropriate keypad buttons (1-0) to enter the time, for example: <HH: MM: SS> 24 Hour Clock 11:04:06 Immediately after you key in the last digit, the Card Activator displays the new time (this is a sample): Time 11:04:06 Is this correct? 7. If you entered the time incorrectly, repeat steps above. If the time is correct, press the YES button to go on to change the date. a. Press the NO button, which displays the following (this is a sample): Date 2010/08/06 Is this correct? NOTE: When entering the date, use the zero format, and enter year, day, and month; for example, if the date were June 8, 2010, you would enter this as 2010/08/06. b. Press the NO button, which displays the following: YYYYDDMM c. Press the appropriate keypad buttons (1-0) to enter the date, for example: YYYYDDMM 2000/09/08 d. Immediately after you key in the last digit, the Card Activator displays the new date (this is a sample): Date 2010/08/06 Is this correct? 8. If you entered the date incorrectly, repeat steps b through c above. The date and time are set. Page 19 of 25
5 Cleaning and Screen Adjustments 5.1 Greasy Screen or Finger Prints Screen wipes specifically made for the touch-screen are provided in your supply bag. 5.2 Someone Has Written on the Touch-Screen Locate the large eraser in your supplies. Simply rub the writing on the touch-screen with the eraser and the writing should disappear. Use the screen wipes provided as necessary. Notify 1(408) 299-POLL (7655) of the vandalism and enter the information onto the technical side of the Exception Log. 5.3 Touch-Screen Calibration If the touch-screen does not seem to be responding well to touch, it may need to be calibrated. To calibrate the touch-screen, perform the following steps from the touchscreen displaying To Begin Voting Insert Voter Card Into Slot Below. 1. Go to the back of the Voting Machine, press and hold the yellow Activate button. Page 20 of 25 Santa Clara County Registrar of Voters November 08, 2016 Presidential General Election
2. Release the button when the touch-screen changes to display the message Waiting For Next Voter. 3. Touch the LCD button in the upper left corner of the touch-screen. Page 21 of 25
The LCD Contrast Setup screen is displayed. Do not change anything on this screen. 4. Touch Calibrate LCD. The LCD Position Calibration screen is displayed. Page 22 of 25 Santa Clara County Registrar of Voters November 08, 2016 Presidential General Election
5. Using the back of a pencil or pen, touch directly in the center of each cross (+) on the touch-screen. Repeat this process for each cross that is presented on the touch-screen. Note: It is important to touch directly in the center of each cross. After touching the last cross, the LCD Calibration Report prints on the VeriVote printer, and you are returned to the LCD Contrast Setup screen. 6. From the LCD Contrast Setup screen, either exit the calibration mode or re-calibrate the touch-screen. Exit the Calibration Mode a. Touch OK. You are returned to the Waiting for Voter screen. b. Go to step 7 below. Re-calibrate the Screen a. Touch Calibrate LCD. b. Follow step 4 above. 7. Touch the Start Voting or Resume Voting arrow in the lower right corner of the touchscreen. The screen with message To Begin Voting Insert Voter Card into Slot Below reappears. Your touch-screen has been calibrated. Page 23 of 25
6 Printer Problems The paper roll inside of the VeriVote printer maintains the printed record or paper trail of all voters ballot selections. If the Voting Machine VeriVote printer becomes disconnected or runs out of paper, voters cannot cast their ballots. Therefore, immediate intervention is required to get the printer online again. 6.1 Message Printer Paper is Low is Displayed If a voter inserts their Voter Card and receives the message Printer Paper is Low!, then the VeriVote printer was disconnected before the voter began voting, the printer ran out of paper, or the black cylinder inside the printer may have shifted out of place. Take the following action. Follow the steps below in Section 6.4 and contact 1(408) 299-POLL (7655). 1. Reconnect the printer. 2. Touch Retry. If ballot is displayed on the touch-screen, then the printer was disconnected. The Voting Machine is now operating properly and the voter can begin voting. If you receive the Printer Paper is Low! message again, the printer may have run out of paper or the printer s black cylinder may have shifted out of place. Take the following action. Attach your spare printer to this machine and contact 1(408) 299-POLL (7655). 6.2 Messages Displayed for 30 Seconds or More during Voting If a voter touches Touch Here to Print and Review a Paper Record of Your Ballot, and the touchscreen continues to display this message for more than 30 seconds then somehow the printer connection has loosened while the voter was voting. You may not realize that the printer is disconnected until a voter, after making online voting selections, touches the button Touch Here to Print and Review a Paper Record of Your Ballot. 1. Follow the steps below in Section 6.4 2. Touch Retry. The printer should begin printing. The Voting Machine is now operating properly and the voter can continue to cast their ballot. 6.3 Printer s Green Light is Flashing If the printer s light is flashing green, and/or you hear a humming sound coming from the printer, the paper is not attached to the roll properly. Page 24 of 25 Santa Clara County Registrar of Voters November 08, 2016 Presidential General Election
Attach a spare printer to this Voting Machine and contact 1(408) 299-POLL (7655). 6.4 Reconnecting the Printer Follow the steps below to reconnect the printer. 1. Check the printer cable connections. Ensure both screws are secured tightly. 2. Pull out the power cable and plug it back in again to ensure it is plugged in securely. 3. If the printer begins printing, you have resolved the issue. If not, call 1(408) 299-POLL (7655) immediately for assistance. 6.5 Clearing Printer Paper Jams If the paper in the printer jams, the printer can be swapped for another one. Call 1(408) 299-POLL (7655) immediately. Page 25 of 25