Gatekeeper is TryBooking scanning software that doesn't require internet for fast secure checking of ticket data. Gatekeeper runs from a computer. We also offer a Mobile Scanning Application.
TryBooking Gatekeeper is a secure and fast method of checking tickets upon entry using our Gatekeeper software. The software can be downloaded for free from our website and installed onto a PC, Mac or Linux machine.
We understand that you will not always have an internet connection, so Gatekeeper's smart system doesn't require the internet to run. It's clever enough to know if the ticket is presented is for the correct event if it has been shown before, if the ticket has been recently purchased and the name of the person who booked the ticket. Where mobile internet coverage may be an issue, Gatekeeper is the perfect solution.
You can network a series of scanning points together to increase the throughput.
You can download our software for free and we do offer hire options as well.
Learn more about:
- Installing Gatekeeper
- Networking Gatekeeper
- Downloading Data and Setup of Event ID's
- Setting up Gates and Adding Rules
- Scanning & Tips for Scanning
- What if questions
- Crowd Management
- Hardware Options
For TryBooking's Mobile Scanning Application, (android and ios versions available) please download them from the google play or apple store. Please note these applications run best with data via the internet.
TryBooking's Gatekeeper is free to download from the website links above. Once downloaded, click on the Gatekeeper icon to run the software. Mac, Linux and Windows version are available.
When you start the system, select 'Administrator' and click 'Continue'. You can download your ticket data (which includes names, address, phone, ticket numbers) into Gatekeeper to make searching easier when people forget their tickets OR it has the smarts to scan tickets and look for duplicates without downloading.
If you do not download your data, you cannot look up people's bookings.
No internet is required when running Gatekeeper as a single or networked arrangement, making it suitable for when internet connectivity will be an issue or when the network cannot support the load of users.
Networking your computers
Multiple computers are connected to your server via a network cable or wireless/router arrangement. You do not require Internet access for the network or system to function when scanning.
- Install your software on the main computer only. We recommend you treat the server as a separate machine and avoid using it as a scanning point.
- Login as the Administrator (Gate), select Network from your menu items. If you need to connect more than one computer, please click on the box beside 'No' to change this setting to Yes.
- Your screen will now deliver an IP address. Note the IP address on your server computer.
- Connect each computer to the server via a wireless or cabled network.
- Open the web browser on each scanning computer.
- Type the IP provided by the server software into the web browsers address bar.
- This will provide you with a scanning screen on that new computer, ready to use.
- Repeat this on each scanning point computer.
If you do need to look up data on the server computer, we recommend you open another tab and connect to your data store via the same network arrangement as the scanning point computers.
Downloading data & establishing session ID's
Whilst it's not mandatory to download your data into Gatekeeper, it is strongly advised that you do, so you can quickly look up people when required. If you don't download your data, consider adding in your session ID's (under sessions) to have Gatekeeper at least check if the tickets are being presented for the correct date/time/event.
If you have a show or performance that is running multiple times, you can setup Session ID's that allow Gatekeeper to check if patrons are presenting tickets for the correct performance time. Your session ID's are found on the TryBooking website, under 'your event on the dashboard', and 'Gatekeeper'. Your Session ID is the first half of your barcode number. Eg. In the case below, the session ID is 509503
If you wish to download data for Gatekeeper, you will need to set a password and expiry date via the TryBooking website (below screenshot is taken from TryBooking). Back in Gatekeeper, in the 'Session' tab on the admin panel, 'Add a Session'. Define your Event ID, set your password and then click the 'Download' button.
You will need Internet access while downloading data. To ensure that your data has finished downloading, please wait until the loading wheel stops spinning.
For larger events with a lot of data that may take considerable time to download, you can download this data a few days ahead of the event and simply download again just before the event for Gatekeeper to update the information.
If you download your data prior to your sales concluding, you will still be able to refresh the data in Gatekeeper at any point in time (provided you have internet connectivity), by clicking on the download icon on the existing session once more.
You will still be able to scan tickets that were purchased after the data was initially downloaded into Gatekeeper. This ensures that if you find you have run out of internet, your data will not cause any issue.
Setting up gates
When using multiple scanning points, you may wish to rename the Gates from default names 'Gate 1', 'Gate 2' etc to the names of your gate scanning operators. This aids with monitoring and debriefing later as it allows you to match the information obtained (e.g numbers through each gate, if a gate is allowing duplicates/invalid tickets through if a gate is overriding more scans manually etc) to the person who was responsible for doing the scanning on that gate.
To add or change the default names, go to Gates and click on a gate to edit its name or add a new gate.
For most events, you won't need to add additional rules. There are times when using additional Rules can be beneficial: for example, if you only wish to accept tickets from a specific subsection of ticket holders within a particular pricing group, perhaps you only wish to allow entry on the Adult VIP tickets prior to your event but not the Adult ticket type.
By default, there's always a rule in place that disallows duplicates.
To add in your own rules go to the Rules tab on the admin panel. If you have multiple rules defined, the rules apply in order from top to bottom.
- Click on 'Home' and select your 'Gate' (or person, if you have renamed your gates) to start scanning.
If you're using a stand-alone machine, we recommend that you select Gate 1 prior to starting to scan. This way the administration panel is not seen by your volunteers.
- Please ensure that your cursor is in the box before scanning.
- When you scan a ticket, you will see a large green 'OK' and hear a ping sound if the ticket is OK. If you see red wording (invalid or duplicate) or hear a siren, this indicates that there is a problem with the ticket being presented.
In the case of Duplicate or Invalid ticket warnings, further information will be given on screen to help you identify why there's a problem with the ticket presented.
What do I do if?
Someone arrives who forgot to bring their ticket or have bought 2 copies of the same ticket?
Answer: If you have downloaded your data, just ask for the last name of the person who made the booking and type this into your scan box. As you type their name, this will bring up all the tickets in their name, the Ticket Type/s they have booked, and if it has already been scanned. If it has not been scanned, you can click on the box beside 'No' to manually set it to 'Yes'.
Before doing this, you may wish to ask for ID, such as a driver's license, to validate they are the genuine owners of this ticket.
If the ticket that is presented doesn't scan?
Answer: You can search for a ticket in two ways. You may wish to search for it via the booking name (as above). This will display all tickets purchased by that person, made at the same time. If they have purchased a couple of times, you may need to check the alternative booking.
You could search for that ticket number placing a '?' or '/' in front of the ticket number. The '?' Or '/' symbol will find the ticket but does not record it as a scan. This will then give you (as shown above) a history on the scans of this ticket and where it was scanned. From there you can accept that ticket manually by clicking in the box marked 'No' to 'Yes'.
You scan a ticket and then the person decides to wait for their family and does not enter.
Answer: Look up that ticket number (via searching for the person who made the booking or entering '?ticket number' and change the Accepted from 'Yes' to 'No' by clicking in the box. Make sure they have their ticket when doing this.
The ticket presented on a phone is not scanning
Answer: Ask them to turn the brightness up on their phone and make the barcode longer before trying again.
Don't forget that if they don't arrive with their ticket, to ask them for ID to prove they are the owners of that booking. If they aren't the booking person, you may wish to ask them to sign a credit card form which indicates that their ticket will be checked at the end of the festival for duplication/bookers confirmation and, should the ticket be presented, they understand that you will charge their credit card for the ticket given in “good faith”. Make sure you grab their details, get them to sign this form, and ask them to acknowledge it will show TryBooking on their card.
From your admin panel, select 'reports' to view the history of scans per gate.
Be aware that the accepted tickets could be slightly higher than the Total tickets due to a couple of manual overrides.
Clicking on the numbers in blue will drill into a report. If you're running an event where it's important that everyone is accounted for, click on 'Not Presented' to gain access to their contact details so that you can call the missing participants. Views of invalid tickets for each gate or expanding on ticket types are all possible, as is exporting your data to a .csv file, via the Database icon on the admin panel.
From 'Database', you can delete scans after testing the system.
Recommendations for a successful event:
- Install the software and work out how it works well in advance of your event.
- Decide if you will be using downloaded data for your event. If so, download this data in plenty of time before your event (e.g. at least a day prior).
- Do a trial run of your scanning system a few days before the event to avoid any surprise technical issues on the day.
- Read and follow our Crowd Management Guide and Tips to Scanning.
Although these instructions may seem simple, it is imperative to put these steps in place to ensure efficiency at the gates. Failing to follow these instructions will result in people come up to the entry point to ask questions, fumble to find tickets in their bag, fail to display barcodes properly upon reaching the gate etc. This can result in each scan taking 2-3 minutes which will lead to extremely long wait times for your patrons.
Crowd management for scanning
There are some simple and well-proven steps to ensure that your scanning is as fast and efficient as possible. Follow these instructions to obtain up to 1,000 scans per hour/scanner, or risk ending up with frustrated patrons and entry mayhem.
It's imperative to do a trial run of your scanning system a few days before the event and train your staff and volunteers prior to the event. Technical issues are the last thing you want to be thinking of on the day of your event.
- Set up your event entry so that you have a 2-3m gap between the entry point and your line. This creates an air gap which will allow you to sort out those who have tickets ready to scan from those that don't.
- Allocate a person to greet patrons well before they reach the scanning point. This person's sole role is to check that patrons have their tickets, that they are holding them one per person or if they have a phone ticket they check that it is ready for scanning. This person DOES NOT allow anyone to progress who is not ready or doesn't have a ticket. This saves precious time and provides for greater ticketing efficiency further on.
- If you have a queue waiting, allocate a person to walk down the line, preparing and finding those patrons who have ticket issues and sorting these out.
Ensure to instruct patrons to:
- Have their tickets fanned to display the barcode ready for scanning.
- If children cannot hold their own tickets ensure the parent has the tickets (including theirs) fanned out and folded in half to keep them together and with the barcode ready.
- If the person has their tickets on a phone, make sure their brightness is turned up.
- Position one person at each entry point with scanning equipment. The scanning person's sole role is to scan - and NOT to deal with any issues that may arise. People with ticket issues MUST be identified prior and dealt with prior to reaching the scanning point for speed and success on scanning.
Failing to follow these instructions may result in a large number of people coming up to the entry point to ask questions, fumble to find tickets in their bag, or present tickets in a pile not displaying the barcode. The procedure can then take 2-3 minutes at the gate, leading to extremely long wait times for your patrons.
Tips with scanning
- Hold the scanner about 8-10cm away from the barcode.
- Press the button down which will show a laser light on the paper or screen (for Gatekeeper) or hold the scan screen so you see the QR code with the TryBooking Scanning App.
- Shine this light on the barcode and if you don't get an immediate read, just flex your wrist and scan from the top of the barcode to the bottom of the code to find a region that is going to give a good reading or try moving away or closer to the barcode.
- The scanner will stop scanning after a few seconds.
- Ensure the cursor is flashing in the box on the screen of the computer (for gatekeeper)
- Prepare your patrons in line, ask them to fan their tickets so that the barcode is clearly visible on each ticket for a quick scan.
- At times when a ticket will not scan, you can simply key in the last set of numbers AFTER the dash (-) from the set of numbers under the ticket barcode.
- In direct sunlight, you may struggle to see the screen, so consider using your body to shade the ticket barcode so the light is easier to see.
- With Gatekeeper, please remember that you are using laser scanners, so avoid shining them in any person or animals eyes and always point them downwards away from your patrons/colleagues.
- Have a HELP Desk set up who will take any “problems” out of your queue to ensure your line keeps moving.
- Ensure that you train your volunteers on the correct use of technology, what to do if something happens and how to keep a line moving.
- If you have different tickets such as 3-day passes or single day passes, consider setting up different lines where possible, to allow for greater efficiency.
- Give “value” to those that have pre-purchased tickets, ensuring there is a special queue for these people and, if possible, give them priority for entrance. You need to communicate the message that they should pre-purchase next time around.
A ticket won't scan.
- Each ticket has a unique set of numbers under the barcode. Your ticket has the persons name on it, just type in their surname or if they forgot their ticket, ask them for the surname which was on the booking. This will bring up a list of people where you can select the correct person and change manually their ticket to yes. Alternatively, there is a ticket number under the barcode, the first part being your event ID – ticket number. If you are not concerned about the event ID or are checking it, just enter the last set of digits after the dash (-). This will tell you whether or not if the ticket has already been presented.
A Person arrives without a ticket.
- It is NOT the job of the scanning person to deal with this issue. Please refer this person to a Help Desk and remove them from your queue. At the Help Desk, (away from the queue) they need to have a printed out report there (or access to a computer with internet to look it up). They search the person's name who the booking was made in, they check their ID and write up a slip with the ticket number on it. If you need to use a report, run a report called Export Data, select Booking First & Last name and Ticket number.
Some people ask for Credit card authority to be signed at this point in case these tickets are presented at a later stage.
No number on the ticket.
- Some home printers may miss printing the barcode. In this case, you can search for them by their surname or send them to the helpdesk who can assist with looking up their booking.
Scanner stops scanning.
- Check that your scanner cord is still well connected to the computer. Check if is power to the computer. Try a different scanner with the same computer. Make sure you are pressing the trigger and that your cursor is in the small box on the screen.
Gatekeeper hardware options
Gatekeeper can be downloaded and installed on your hardware for free. Alternatively, you can hire the complete setup from TryBooking.
NZ hire not available currently.
Each computer is connected (via cable) to a barcode hand scanner. We offer scanners that can read paper tickets only, as well as scanners that can read both paper tickets & tickets displayed on a screen (linear scanner), depending on your needs.
If you wish to purchase your own barcode scanners for repeated use, we recommend these options as a starting point:
Datalogic Quickscan Desk D2330 L, hand-held laser barcode scanner, black case, USB Cable and Hands-free Stand Included (Paper scanner only).
For Linear barcode scanner (paper + screens) try these 2 options
UK usersScanning options to be advised.
If you purchase scanners, they may need to be set up to include a CR/LF at the end of each scan. Please consult the scanners' instruction manual. Usually, it's just a matter of scanning a couple of barcodes in the manufacturer's booklet to program the hand scanner to include a CR/LF at the end of the scan.