Troubleshooting — Visitor Cannot Join Queue

Symptoms

• Visitor is immediately redirected to an existing ticket when trying to join
• Visitor sees "Queue Services Suspended" message
• Visitor reports completing their transaction but cannot get a new number

Cause 1: Existing Active Ticket

Symptom: Redirected to an existing ticket.

Cause: The visitor's browser session or email is linked to an active ticket (status: waiting, calling, serving, recalled, or held).

Resolution:

• Counter staff: Locate the ticket in the queue and Complete or Cancel it.
• Admin: Go to Admin → Tickets, search by email or ticket number, and cancel the stuck ticket.
• Visitor: Clear browser cookies and session to reset the session-based check.

Cause 2: Emergency Mode Active

Symptom: Page shows "Queue Services Suspended."

Cause: A school admin has activated emergency mode for this campus.

Resolution:

• Check Admin → Emergency Mode — if intentionally activated, inform the visitor.
• If activated by mistake: Admin → Emergency Mode → Deactivate.

Cause 3: Rate Limit Exceeded

Symptom: Form submission fails silently or shows a rate limit error.

Cause: More than 5 ticket submissions from the same IP in 60 seconds.

Resolution: Wait 60 seconds and try again.