Intro 17 Generation 2 Reference Manual

Intro 17 Generation 2 Reference Manual

Document: 210.02F — Qmatic

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Copyright Notice

The information in this document is subject to change without prior notice and does not represent a commitment on the part of Q-MATIC AB. All efforts have been made to ensure the accuracy of this manual, but Q-MATIC AB cannot assume any responsibility for any errors and their consequences.

This manual is copyrighted and all rights are reserved. Q-MATIC and Qmatic are registered trademarks or trademarks of Q-MATIC AB. Reproduction of any part of this manual, in any form, is not allowed, unless written permission is given by Q-MATIC AB.

COPYRIGHT © Q-MATIC AB, 2023.

Please send any feedback or questions about this manual to documentation@qmatic.com.

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1. Presentation

Qmatic Intro 17 Generation 2 is a component of a Qmatic system for customer journey management with which visitors select a specific service and from which they receive a ticket with information.

Intro 17 Generation 2 is a customer service point with a touch screen and LCD. The service point is connected to a system server (a computer running Orchestra or Solo) via a TCP/IP network cable.

Intro 17 Generation 2 is built on the powerful and flexible Hub platform, which means that in excess of the standard printer functionality, you get the same functionality as in Hub.

Intro 17 Generation 2 and Accessories

Table 1: Intro 17 Generation 2

Name	Art. No.	Description	Package Contains
Intro 17 Generation 2	10216110	Customer service point. Ticket roll. Printed Quick Guide (inside printer).	1 of each.
Ticket roll	10900084 / 10900084A / 10900085 / 10900085A	Ticket roll for Qmatic printers. The paper has a special perforation (patent pending) that makes the tickets easy to tear off.	24 rolls.

Table 2: Intro 17 Generation 2 Accessories

Name	Art. No.	Description	Package Contains
Card reader kit (ISO12+JIS / ISO123)	10214190 / 10214191	Complete kit with screws and label.	1

Table 3: Intro 17 Generation 2 Stands with Accessories

Name	Art. No.	Description	Package Contains
Stand table / wall kit	10214201		Stand / bracket ×1, Cover label ×2, Misc. hardware.
Pedestal kit	10214251		Foot ×1, Tubes ×2, Cover lid ×1, Signboard clamp ×4, Misc. hardware.
Signboard lower (Plain glass / Frosted glass / Plexiglass)	14107321 / 14107323 / 14107325	Placed between the tubes on the pedestal.	1
Lighting kit	10214180	Used with Plexiglass signboard.	1
Upper column (1100 mm)	10213208	Ø 25 mm. Used with Ceiling connection kit.	Tube ×1, Cover strip 1100 mm ×1.
Extension Bracket Upper Column	10213225	Bracket used to attach two columns to each other, to increase the length of the column.
Signboard	10930401	Signboard for upper column. With fastening hardware.	1

The Main Parts of Intro 17 Generation 2

Top

The top of Intro 17 Generation 2 contains all electric and mechanical parts of the unit except for the optional card reader. The main parts of the top are: touch screen and LCD, several circuit boards (including the internal computer), and the ticket printer with ticket roll. On the edge is the cable connector plate. There are also two loudspeakers in the top.

Bottom

The bottom contains four sets of mounting holes: one for table use, one for wall mounting, and two for floor pedestal mounting. The optional card reader is also installed in the bottom.

Hinge and Gas Spring

The hinge holds the top and bottom together, allowing the unit to be opened. The opening and closing movement is dampened by the gas spring.

Lock

A key lock in the bottom secures the top to the bottom.

Touch Screen and LCD

Intro 17 Generation 2 has a 17" touch screen and LCD.

Ticket Roll and Holder

The ticket roll is placed on a holder on the top of the unit. The roll can be replaced without any tools. The paper has a special perforation (patent pending) that makes the tickets easy to tear off. Intro 17 Generation 2 uses the same tickets as the Qmatic TP31XX ticket printers.

Ticket Printer

The ticket printer has a thermal print head integrated with the paper feed mechanism.

Test Button and Test LEDs

A short press of the test button prints a ticket with information about the printer settings. A long press generates a factory reset of the ticket printer. See Resetting the ticket printer.

Blue LED at the Front

When the blue LED glows steadily, the printer is working properly. When blinking, it has lost contact with the system server.

Sticker with MAC Address

On the ticket printer circuit board (under the lid) there is a sticker with the MAC address.

Sticker with Serial Number

In the bottom, on the right-hand cover at the lower end, there is a sticker with Intro 17 Generation 2’s serial number.

Utility Programs

Two special programs are available for use with the ticket printer:

• TP31xx_Configurator_109_xx.exe — used for accessing the settings page via MAC address.
• Firmware_124_Loader.exe — used for updating the printer’s firmware.

Both programs can be downloaded from Qmatic World.

How Intro 17 Generation 2 Works

The main parts are the internal computer with touch screen and LCD, and the ticket printer. The Linux-based computer runs a web browser that communicates with the system server. The ticket printer is of the TP Button type and communicates with the system server in the same way as an ordinary TP Button. The computer and ticket printer do not communicate directly — only via the system server.

The web server contains all the HTML pages needed for Intro 17 Generation 2. The computer in Intro 17 Generation 2 only stores the address of the start page.

In normal operation, a press of a button on the touch screen is converted to a button press for the queue server to process. The web server sends a new page for display on the LCD. The system server handles the button press and sends a ticket to the ticket printer with a queue number and service information.

Technical Specifications

Specification	Details
Technical name	Qmatic Intro 17 Generation 2
Server system	Orchestra Enterprise, Orchestra One, Solo, Q-Win
Size	420 × 447 × 380 mm / 16.5 × 17.6 × 14.9 in (W × H × D)
Weight	18.0 kg / 39.7 lb
Printing method	Thermal printing
Paper type	Thermal sensitive (Q-MATIC ticket rolls recommended)
Power	24 V DC, 5 A. External power supply 100–240 V AC, 50–60 Hz. Art no 10100937 (Meanwell GST120A24) included.
Power consumption	Standby: ~45 W. Printing: max 125 W.
Temperature	Operating: 10–40 °C / 50–104 °F. Storage: 0–40 °C / 32–104 °F
Relative humidity	Operating: 15–75%. Storage: 10–90%.
Network speed	10/100 MBit Ethernet (minimum 10 Mbit/s)
Connectors/cables	RJ45 — CAT5 — FTP / S-FTP or better. Cable must be flexible and withstand bending.
Display	LCD 17", 16.7 million colours. Resolution: 1280 × 1024 px. Contrast: 800:1. Luminance: 350 cd/m². Viewing angles: 80° all directions.
Sound formats	.opus, .weba, .ogg, .wav
Touch screen	Projective capacitive; no film or overlay on glass.
Print head life	More than 1.65 million standard tickets (60 mm) at 12.5% print rate.
Certifications	CE, RoHS2, WEEE

MyQmatic and License Handling

Intro 17 Generation 2 requires both a MyQmatic SD card and a license. The MyQmatic SD card (factory installed) serves two purposes:

• Storage for Queue Agent’s media folder.
• Functioning as a license holder card.

The SD card can be moved from one unit to another, transferring all data including the license.

Managing the License

The license can be activated in the following ways:

• Internet activation — direct activation in the system. Internet access is required.
• Offline activation — using a file that is sent and received via email.

Security at Hub and Intro 17 Generation 2

Hub and Intro 17 Generation 2 share software and run the same software image released from Qmatic. The software is locked down; only the required ports for communication with Orchestra and other Qmatic products are open. There is no SSH or FTP access. A key is required for physical access.

Updates are only provided from Qmatic and all software is delivered in a compressed and signed format.

Ports Used by Intro 17 Generation 2

Service	Port(s)
DNS	53 TCP/UDP
NTP	123 UDP
WEB	80 TCP, 443 TCP
Queue Agent	18080 TCP, 18443 TCP, 18888 TCP, 18989 TCP
Printer	3477 UDP, 3478 TCP/UDP, 3479 TCP

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2. Installation and Configuration

Preparations

Before starting the installation, consider the following:

• The layout and function of the HTML and QSP pages to use on the screen.
• The design of the tickets.
• Obtain two static IP addresses from the network administrator: one for the ticket printer and one for the internal computer.
• Default communication ports: 3477, 3478, 3479 (ticket printer to gw1745/Device Controller/Q-Win); 5533, 5678 (TP31xx Configurator and firmware loader).
• Confirm the network plug location and cable length.
• Confirm the power plug location and whether an extension is needed.

Installation Overview

1. Mount the unit on a stand.
2. Install any accessories (ceiling tube kit, card reader).
3. Connect cables and insert a ticket roll.
4. Set up network communication with the system server and web server.
5. Additional software set-up and creation of tickets and touch screen web pages.

Mounting Intro 17 Generation 2 on a Stand

Two types of stand are available:

• A floor pedestal
• A combination table stand / wall bracket

Placing on a Table or Hanging on a Wall

1. Mount the power supply inside the stand/bracket.
2. Mount the covers and lid (the lid covers the unused opening; covers hide the pedestal tube holes).
3. For table use: mount the 8 rubber feet.
4. Mount Intro 17 Generation 2 on the stand/bracket with the four supplied screws.
5. Route the power cord and LAN cable under the right cover plate, up through the hole, to the connector plate. For wall mounting: mount the O-clamp for the cables.

Standing on the Floor (Floor Pedestal)

1. Route the power cable, network cable, and (if applicable) pedestal lighting cable through the foot and into the right tube. Use a string or rod to pull/push cables through.
2. Remove the lid on the foot and fasten the tubes with screws and washers inside the foot.
3. Mount the power supply and power cord in the foot with brace and cable clamp. Make a coil on the power cord between the clamp and the supply to prevent accidental disconnection.
4. Put the gaskets over the openings on the top of the tubes.
5. Mount Intro 17 Generation 2 on the two tubes (mounting holes are under the left and right cover plates). First mount the upper screws, hang the unit, then mount the lower screws and tighten all four.
6. Route the cables under the right cover plate up through the hole to the connector plate.
7. Mount the cover plates on the wall and table openings in the bottom.
8. Mount the lid on the foot over the power supply and cables.
9. Mount a signboard between the tubes.

Mounting the Ceiling Tube Kit

1. Mount the fastening socket on the back of Intro 17 Generation 2 (remove the cover lid first if mounted).
2. Open the cover lid on the foot and place the lower tube through the hole in the lid. Remove the covering logotype brick if already mounted.
3. Route the long power cord from the ceiling down through both tubes to the power supply in the foot.
4. Route the network cable from the ceiling down through the upper tube to the opening in the fastening socket.
5. Cut the covering strips to the appropriate length and mount them on the tubes.
6. Mount the cover lid on the foot.
7. Mount the lid on the fastening socket.

Connecting the External Cables

Two external cables connect to Intro 17 Generation 2: the power cord and the network cable. Route the network cable through the O-clamp and under the other cables on the connector plate toward the left end of the plate.

Connector Plate Reference

Position	Description
1	Solo connection (1745 cable)
2	Power button
3	Power IN — do not use!
4	Qmatic Hub 1745 network connection, with status LEDs
5	Audio OUT
6	Status button
7	HDMI OUT
8	Power status LED
9	System status LED
10	WAN connection
11	USB 1 and USB 2 connections
12	LAN connection
13	Power to pedestal lighting
14	Power IN — 24 V 5A from power supply
15	RS 232 for Card reader
16	Power for Card reader

Status Button

• Hold during power on: Starts Intro 17 Generation 2 in rescue mode (useful after a failed firmware upgrade).
• Short press during normal operation: Returns to the setup page on the touch screen.
• Hold for 20 seconds during normal operation: Resets the configuration.

Mounting the Card Reader

1. Remove the top cover with attached front cover.
2. Remove the label (with EMI gaskets) covering the card slit and clean off any remaining glue.
3. Mount the label with slit on the front cover, using two M5 screws in the alignment holes.
4. Mount the two supplied EMI gaskets on the front cover.
5. Mount the card reader in the bottom of Intro 17 Generation 2 using the four supplied screws.
6. Route and connect the cable (power cord and RS-232) using the three supplied O-clamps.
7. Reattach the top cover with attached front cover.

Software Set-Up Overview

After hardware installation, set up the software:

• Set network parameters of the ticket printer.
• Set up the internal computer.
• Calibrate the touch screen and set the volume, if needed.
• Set up your system server and create web pages for the touch screen.

Reset Configuration

To reset Intro 17 Generation 2 configuration to factory defaults:

1. Press and hold the status button for 20 seconds until the unit beeps 3 times.
2. The unit restarts automatically.

What happens on reset:

• Any installed Queue Agent is removed (including database, media and log files).
• License is not affected.
• Web cache is cleared.
• Network configuration is reset; WAN IP address will be 192.168.0.17.
• Log files are not removed (except Queue Agent log files).
• Installed patches are not removed.
• Touch activation/deactivation level settings are not reset.
• Bridged mode is not enabled after reset.

Configuration — Browser

Access the configuration pages via a web browser at http://<ip>/admin. The factory default IP address is 192.168.0.17.

• Username: InstallAdmin
• Default password: ulan

Configuration Tabs

Status Tab

Contains three sub-tabs: Overview, Backup, and Log Files.

Overview — Displays System status, Versions (Installed Firmware, Rescue image, Device Controller, Queue Agent, Queue Agent Daemon, Bootloader, Hardware Module, Carrier board), and System commands (Reboot).

Backup — Options:

• Download backup without Queue Agent — all settings, without Queue Agent and Java binaries.
• Download backup including Queue Agent — all settings plus Queue Agent and Java binaries.
• Restore backup — upload a configuration to the unit (file must have extension .tgz).

Recommended Deployment Process (firmware 130.4.4.0 or later):

1. Start up the unit in your office.
2. Apply all required licenses.
3. If using Distributed Node license (10115402), apply the patch with Java and Queue Agent.
4. Shut down, repack and ship to site.

For multiple units: configure one, download backup, then restore to the other units.

Log Files — Available logs: System log, System log from last bootup, Device Controller, Browser, Agent Daemon, Queue Agent. The last 1000 lines are displayed, updated every 10 seconds. Use Copy to Clipboard or Download logfiles.

Basic Tab

Sub-tabs: License, Date and Time, Change Password, Fonts, HW Update Agent, Reboot.

License — Shows licensed applications and license key information (License ID, Licensed product, Licensed to). To activate online, enter the License Key and click Activate (internet access required). For offline activation, click Activate offline, download the file, email it to Qmatic, then upload the returned .sli file.

Date and Time — Select sync type: Manual, NTP, or HTP. For NTP/HTP, enter up to 3 server addresses (recommended: your Orchestra server). Set timezone and click Apply.

Change Password — Enter new password twice (8–64 characters) and click Apply.

Fonts — Upload TrueType fonts (.ttf) for use on tickets. After uploading, manually restart the Queue Agent and/or Kiosk.

Reboot — Configure a daily reboot time in HH:MM format.

Network Tab

Sub-tabs: Network, Firewall, Certificates, 802.1X Authentication, Port Scan.

Network — Settings include: DNS (Hostname, Primary DNS, Secondary DNS), WAN Interface (DHCP, IP Address, Netmask, Gateway, MAC, Link Mode), LAN Interface (Enable, Bridge with WAN [default: enabled for Intro 17 G2], MAC, Link Mode), and Proxy (Enable, HTTP/HTTPS proxy, Port).

Certificates — Upload trusted/server certificates in .pem format. Restart Intro 17 Generation 2 after uploading.

802.1X Authentication — Standard for port-based network access control. To configure: enable, select EAP Type, enter required settings, upload required .pem files, click Apply.

Port Scan — Scan ports to verify Orchestra connectivity. Enter Target Host (IP or hostname) and ports, then run the scan.

Firmware Upgrade Tab

1. Click Choose file and select the firmware file (.tar format only).
2. Click Upgrade. Stages: Uploading, Validating, Extracting, Rebooting, Installing, Rebooting. Process takes approximately 5–10 minutes.

Firmware upgrade via USB memory stick:

1. Ensure the firmware file is named hub-usb-image (no extension) in the root of a FAT32 USB stick.
2. Insert the USB stick into Intro 17 Generation 2.
3. While pressing and holding the status button, disconnect and reconnect the power cable. Release the status button when the system status LED goes off.
4. Wait for the LED to start blinking (~10–15 seconds). Upgrade takes ~5 minutes.
5. After completion, log in at 192.168.0.17/admin to verify the firmware version.

Queue Agent Tab

• Enable — Enables or disables the Queue Agent.
• Name — Must be unique.
• Central Orchestra Host — IP address of the central Orchestra host.
• Central Orchestra Web Socket Port — Port for communication with Orchestra server.

A restart of the Queue Agent may take up to 4–5 minutes.

Device Controller Tab

• Enable — Enables or disables the Device Controller.
• Branch Prefix — Must match the Branch Prefix in Orchestra. Format: [A-Z][A-Z][A-Z,0-9] (e.g. AAA or AA1).
• Id — Device Controller ID, unique within the Branch.
• Server — IP address of the Queue Agent. Use 127.0.0.1 when connecting to the local Queue Agent.
• Port — Port for communication with the Queue Agent.
• Debug — Enable debug logging to file.
• SSL — Use a secure connection to the Queue Agent.

Kiosk Tab

Sub-tabs: Server, Screenshot, Sound, Touch Controller, Backlight, Identity Tools.

Server — Select connection mode: Browser mode, Orchestra R5 (and later), Orchestra R4, or Solo/Q-Win.

Mode	Settings
Browser mode	Start URL (complete URL of start page). Optional: Embedded browser restart (Enable + Time in HH:MM).
Orchestra R5 (and later)	Server (IP/hostname), Port (WebSocket), Branch Prefix, Id. Optional: Embedded browser restart.
Orchestra R4	Server (IP/hostname), Port, Id. Optional: Embedded browser restart.
Solo/Q-Win	Server, Port, Unit Number, Start Page (default: index.html), Username, Password (optional). Optional: Embedded browser restart.

Sound — Enter volume 0–100 (default: 75). Click Apply. Supported formats: .opus, .weba, .ogg, .wav.

Touch Controller — Touch activation (10–64, must be ≥ deactivation value), Touch deactivation (10–64, must be ≤ activation value), Touch sound volume. Click Apply.

Backlight — Default backlight level: 7. Enable schedule for reduced backlight during off-hours. Set From/End times and Schedule backlight level (0 = black screen, touch still active).

Identity Tools — Select the card reader(s) in use, then click Save and Restart/Stop Card Readers.

Configuration — Touch Screen

Access the setup page by pressing the Login button (visible briefly after power on) and entering the password (default: ulan). Use the on-screen keyboard for input. Press Save to save settings. From each tab, you can also Restart or Shutdown the computer.

Touch Screen Configuration Tabs

Network — Settings: Use DHCP, IP Address, Netmask, Gateway, Primary DNS, Secondary DNS, Hostname (1–63 characters, [a-z], [0-9], or ‘-’), network speed.

Server — Select mode: Orchestra R5 or later, Orchestra R4, Solo/Q-Win, or Browser mode. Settings mirror the Browser configuration tab (see above).

Hardware — Volume (0–100, default 73), Touch activation (10–64), Touch deactivation (10–64). Test sound plays “Please take your ticket and have a seat.”

Date and Time — Enable NTP/HTP with up to 3 server addresses, or set date/time manually. Set timezone. Date format: YYYY-MM-DD. Time format: HH:MM:SS.

Change Password — Enter Old Password and New Password, then click Save.

Setting Up Orchestra

Orchestra R5 and Later

1. In System Administration, add the Intro17 and/or Intro17_Card Unit Type(s).
2. In Business Configuration, add the unit types to your Equipment Profile and configure settings (including the Touch Application field linking to the Surface Editor application).
3. Connect your Branch to the Equipment Profile and update Unit settings (e.g. IP address of the Ticket Printer).

Orchestra R4

1. Note: the ticket printer in Intro 17 Generation 2 is a TP Button.
2. In Queue Logic and Hardware > Branch Types > Printers > Types: add or update a Printer Type.
3. Click Printers to update settings for your Intro 17 Generation 2 printer.
4. Click Touch Screens to connect the correct Touch Screen Application (from Surface Editor) to your printer.

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3. Basic Service and Maintenance

Replace Ticket Roll

The end of the ticket roll is indicated by red stripes on both sides of the tickets. The system server can also be configured to send an alarm when remaining tickets fall below a set limit.

1. Open Intro 17 Generation 2.
2. Tear off the remaining tickets going into the print unit.
3. Remove the remaining ticket in the print unit by pressing a ticket button.
4. Remove the remains of the old roll from the roll holder.
5. Ensure the tip of the first ticket on the new roll is clean and straight. Tear off any damaged tickets.
6. Place the ticket roll on the holder in the correct orientation. Tickets should feed from the back of the roll.
7. Insert the ticket into the paper inlet marked with arrows. The mechanism will grasp and feed the ticket automatically.
8. Close Intro 17 Generation 2.
9. Press a ticket button to print a test ticket and verify the printer is working.

Clearing a Paper Jam

1. Open Intro 17 Generation 2.
2. Tear off the ticket going into the print unit.
3. Fold the print unit down to access the ticket path.
4. Remove any paper obstructing the ticket path. Do not use sharp objects.
5. Press a ticket button to remove remaining paper. If necessary, press the holder release lever to move the print roller, then press it back down into position.
6. Return the print unit to its original position.
7. Insert the ticket into the paper inlet; the mechanism will grasp it automatically.
8. Close Intro 17 Generation 2.
9. Press a ticket button to print a test ticket.

Printer Check-Up

Pay attention to paper dust at every fifth ticket roll replacement. Check these areas:

• Print mechanism: print roller, print head, and sensor inside the mechanism.
• The opening for the tickets.
• The fan and its surroundings.

Use a can of pressurized air to remove dust.

Check ticket feeding, tear-off quality, and print quality. Clean the top of the unit with a cloth dampened with mild detergent (not spirit) dissolved in water. Avoid leaving drops of water on the screen.

Cleaning the Print Unit

1. Fold the print unit down.
2. Press the holder release lever to move the print roller upward, revealing the thermal print head (narrow black strip below the print roller).
3. Use pressurized air and spirit on a cotton swab to clean the print head and print roller.
4. Clean the sensor inside the print unit using pressurized air only (not mechanically accessible).
5. Press the holder back down into position.
6. Use pressurized air and spirit on a cotton swab to clean the sensor inside the clear plastic ticket exit opening.

Replace Battery

The ticket printer uses a CR2032 lithium battery. Only replace with exactly the same type.

Troubleshooting Guide

Condition	Possible Cause
Browser cannot connect to web server	No connection with system server: network not working, wrong IP address, system server not running, or incorrect username/password.
Blue LED is not on	No power.
Blue LED is blinking	No connection with system server: network not working, wrong IP address in ticket printer and/or system server, system server not running.
No ticket when button pressed and blue LED is on	No tickets in print unit.
Ticket does not come out fully	Ticket jam (see Clearing a Paper Jam) or paper dust in printer (see Cleaning the Print Unit).
Printing over ticket edge	Incorrect type of tickets.
All tickets are blank	Ticket roll inserted backwards.
Low print quality	Incorrect type of tickets, or paper dust in printer (see Cleaning the Print Unit).

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4. Advanced Service and Maintenance

Replacing the Ticket Printer

1. Remove the ticket roll.
2. Remove the lid on the ticket printer by pressing the latch at the bottom.
3. Pull out the three cables: network cable, cable to card reader, and power cord.
4. Remove the two screws at the top holding the ticket printer. Note: the flat LED cable is still connected.
5. Remove the LED cable from the ticket printer by carefully lifting its friction lock on the circuit board.

Install the new ticket printer by following the above procedure in reverse.

Replacing the Print Unit

Removing the print unit:

1. Remove the ticket printer from Intro 17 Generation 2.
2. On the circuit board: lift the friction locks on the connectors and pull out the two cables.
3. Unscrew the 2 screws holding the print unit and press on it to loosen it from the small hooks on each side.

Inserting a print unit: Follow the above steps in reverse. The flat cable from the top of the motor must be folded and tucked under the motor.

Resetting the Ticket Printer

Press and hold the test button for 20 seconds to reset to factory settings. The unit will beep and the blue LED will blink three times. The default settings are:

• Default IP address: 192.168.0.11
• Default password for InstallAdmin: ulan

A short press of the test button prints a ticket with current settings.

Updating the Firmware of the Ticket Printer

Use the program Firmware_124_XX_Loader.exe (available on Qmatic World). The Firmware Loader uses ports 5533 and 5678. Enter the ticket printer’s MAC address in the program to establish contact, then click Update to perform the upgrade.

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Q-MATIC AB, Box 198, SE-431 23 Mölndal, Sweden. Phone: +46 31 756 46 00. Email: info@qmatic.com. Web: www.qmatic.com