Module 5: Issues & Escalation

This module covers common issues you might encounter on race day, quick fixes you can try, and when to escalate to advanced staff.

Quick Checks Before Escalating

Before contacting advanced staff, try these quick checks:

Test Tag Verification

The fastest way to diagnose most issues:

  1. Get your test tag

  2. Pass through the timing line

  3. Check if the read appears in RaceDay Scoring

Result Interpretation

Test tag read appears

System is working; issue is with specific participant chips

Time Machine flashes but no read in RaceDay

Network or stream configuration issue

No flash on Time Machine

Hardware issue - antenna or reader problem

Basic Connection Checks

  • Is the Time Machine powered on?

  • Is the network cable securely connected at both ends?

  • Does RaceDay Scoring show the stream as "Collecting"?

  • Are the antenna cables properly connected to the reader?

Common Issues and Quick Fixes

Issue: No Reads Appearing

Symptoms:

  • Read count not increasing

  • No tag activity on Time Machine

  • Test tag not registering

Quick Fixes to Try:

  1. Verify antenna cables are connected - disconnect and reconnect

  2. Check Time Machine power - is it on?

  3. Verify RaceDay stream status - restart collection if stopped

  4. Check network cable connection

Escalate If:

  • All connections verified but still no reads

  • Time Machine shows error on LCD

  • Multiple restart attempts fail

Issue: Stream Shows Disconnected

Symptoms:

  • Dashboard shows stream as "Disconnected" or "Not Connected"

  • Reads stop appearing even though Time Machine shows activity

Quick Fixes to Try:

  1. Check network cable at both ends

  2. If using WiFi, verify WiFi connection on laptop

  3. Try stopping and restarting the stream in RaceDay Scoring

Escalate If:

  • Cannot re-establish connection

  • Problem recurs after reconnection

Issue: Intermittent Reads

Symptoms:

  • Some participants get reads, others do not

  • Read count lower than expected

  • Sporadic tag activity flashes

Quick Fixes to Try:

  1. Check antenna positioning and alignment

  2. Verify antenna cables are secure

  3. Check for obvious interference sources (metal objects, other electronics)

Escalate If:

  • Issue persists after physical inspection

  • Large percentage of participants affected

Issue: Wrong Timestamps

Symptoms:

  • Read times do not match actual clock time

  • Times are hours off

Escalate Immediately:

This indicates a time synchronisation issue that requires advanced staff to resolve. Do not attempt to fix this yourself.

Issue: Participant Reports No Time

Symptoms:

  • Specific participant has no read at your location

  • Other participants around them do have reads

Investigation Steps:

  1. Confirm participant crossed the timing line (did they go around it?)

  2. Check if they were wearing their chip correctly

  3. Look up their chip ID in raw reads

  4. Check for unmatched reads around their expected crossing time

Escalate If:

  • Multiple participants reporting missing times

  • Pattern suggests system issue rather than individual chip problems

When to Escalate Immediately

Contact advanced staff immediately for:

  • Complete system failure (no reads at all)

  • Time synchronisation problems

  • Error messages you do not understand

  • Hardware damage (visible damage to antenna or reader)

  • Suspected data loss

How to Escalate

When contacting advanced staff, provide:

  1. Your location - Which timing point

  2. What you observed - Specific symptoms

  3. What you tried - Quick fixes attempted

  4. Current status - Is the issue ongoing?

  5. Test tag result - Did the test tag work?

Example Escalation Message

"Finish line timing: Reads stopped appearing 5 minutes ago. Time Machine shows activity when test tag crosses, but reads not appearing in RaceDay Scoring. Stream shows 'Collecting'. Checked network cable, looks connected. Need assistance."

Replay Stream Function

Advanced staff may ask you to use the Replay Stream function. This re-processes data from the timing file.

When Replay Helps

  • Reads were captured by Time Machine but did not appear in RaceDay Scoring

  • Network interruption caused missed reads

  • Data exists in the file but was not processed correctly

How Replay Works

You should only use Replay if instructed by advanced staff.

  1. Locate the stream in RaceDay Scoring

  2. Click the Replay option

  3. RaceDay re-ingests all data from the file

  4. Previously missed reads should now appear

Preventing Issues

Best practices to minimise race day problems:

Before the Race

  • Arrive early to test equipment

  • Perform full verification procedure

  • Know your escalation contacts

  • Charge or connect external power

During the Race

  • Monitor continuously, do not assume everything is working

  • Perform periodic test tag checks during lulls

  • Watch for warning signs

  • Report issues early rather than waiting

Antenna Positioning

  • Ensure antennas are securely mounted

  • Secure edges to prevent tripping hazards

  • Position so all participants must cross (not around)

  • Keep cables away from foot traffic

Summary

You now know how to:

  • Perform quick checks before escalating

  • Diagnose common issues

  • Apply quick fixes appropriately

  • Recognise when to escalate immediately

  • Communicate effectively when escalating

Course Complete

Congratulations! You have completed the Race Day Operations training.

Quick Resources

Next Steps

  1. Practice with the equipment before your first race

  2. Familiarise yourself with the test tag

  3. Review the Quick Reference materials

  4. Ask questions - advanced staff are here to help