Start with a few checks
Identify whether the issue affects one label, a group of labels or the whole store. Note the last successful update and any recent changes.
AFTER INSTALLATION
Support for
your store setup.
Practical checks, common questions and a clear starting point when you need help with your labels, displays or system.
FIRST CHECKS
What are
you seeing?
Note whether the issue affects one device, a group or the whole store. Keep a record of the last successful update and any recent changes.
Use your approved operating procedures. Keep settings unchanged while gathering the details.
A label is showing an old price
Compare the intended product record with the information shown on the label. Check that the product is associated with the correct label in your approved software. Record whether other labels are affected and whether the latest update is shown as successful.
Several labels are not updating
Check whether the issue is limited to an area or affects the whole store. Record gateway status and any visible warnings. Note recent power, network or system changes.
A display is blank or damaged
Record the device model and ID. Photograph the screen and housing without dismantling it. For powered displays, note whether the approved power connection is present and any indicator state.
A fitting or mounting issue
Photograph the shelf edge, rail or bracket. Record label model, shelf dimensions and intended viewing position. Stop using a visibly damaged or insecure fitting and request guidance.
A CLEAR PROCESS
From the first detail
to the next step.
Gather the details
Have the site name, label or display model, device ID, software version, affected product and a clear photo ready. Describe what you expected to happen and what appeared instead.
Contact VIREVA
Send a support enquiry so we can review the information and agree the next step. Include your existing project or order reference where available.
Follow the agreed process
Remote access, site work, repairs and replacements are arranged after the issue and the applicable project terms have been reviewed.
SUPPORT ENQUIRY
Let’s start
with the details.
Have a clear photo of the screen, housing or fitting ready. Include the affected product and any on-screen warning where relevant.
Do not include passwords or access credentials. A suitable access process can be agreed if it is needed.
COMMON QUESTIONS
A little clarity
before you begin.
What should I include in a support enquiry?
Include your store or site name, project reference, affected model and device ID, a description of the issue, and photos where useful. Note when the issue began and whether it affects one device or several.
Can you check a problem remotely?
The appropriate support method is agreed after the issue has been reviewed. Any remote session requires an authorised contact and an agreed access process.
How do I request a repair or replacement?
Contact VIREVA with the model, device ID, issue description and order or project reference. We will review the details and confirm the applicable process before you send equipment.
Where can I get the correct user guide?
Tell us your system, software version and device model so we can identify the relevant guide. Instructions may differ between products and installations.
Can every label be used in a freezer?
Use a model specified for the actual operating environment. Temperature range and installation conditions need to be checked for the selected device.
What warranty or service terms apply?
Refer to the terms agreed for your purchase or project. Ask VIREVA to check your order reference if you need clarification.