Most web browsers, including Chrome, have a security feature that affects Ticketsolve Box Office set-ups using TS Connect (also known as QZ Tray).
This applies to your team if you use any of the following with Ticketsolve:
- Ticket printing
- An integrated cash drawer
- Worldpay integrated chip and pin machine
These devices rely on TS Connect to communicate with Ticketsolve. For them to work, you must select Allow when your browser asks for access to "Apps on devices".
Browser version
Older versions of Chrome may ask for "Local network" access instead. We recommend always keeping your browser up to date for the best security and performance. To check if your version of Chrome is up to date, click here.
If you don't allow access, TS Connect won't run – meaning you won't be able to print tickets, open your cash drawer, or use your chip and pin machine through Ticketsolve.
What you need to do
The first time you print tickets, open your cash drawer, or use your Worldpay chip and pin machine on a new device or browser, a prompt will appear near the address bar, similar to this:
“[yourvenue].ticketsolve.com wants to access other apps and services on this device”
The web address shown will be your Ticketsolve subdomain (for example, your-venue.ticketsolve.com), and there may be a short delay before the prompt appears.
Click Allow to continue using Ticketsolve as normal:
You only need to grant access once per unique browser. Once access has been granted, the prompt will not appear again, and no further action is required.
The prompt is browser-specific, which means you and your team will need to grant access in each browser and device you use Ticketsolve in (for example, Chrome, Firefox, or Edge).
What to do if you accidentally block the connection
1. Click the Site information icon in your URL bar. In this example, we're using Google Chrome:
2. Ensure that Apps on device* is toggled on to allow TS Connect access.
*Local network access if not using the latest version of Chrome
3. Reload the browser window.
TS Connect should now be allowed, and you should be able to use any Ticketsolve-connected devices as normal.
Additional info
What is TS Connect?
TS Connect is a WebSocket that enables your Ticketsolve account to speak to your printer, cash drawer, or Worldpay integrated chip and pin machine. TS Connect is essential for these devices to work with Ticketsolve.
When you first set up these devices with Ticketsolve, you or your system administrator would have downloaded TS Connect (or QZ Tray) as instructed by our help guide or Support team. TS Connect will be downloaded on every computer that uses a printer, cash drawer or Worldpay integrated chip and pin machine that's linked to Ticketsolve.
What is the security feature, and why does it affect TS Connect?
Web browsers, including Chrome, Edge, and Firefox, use permission prompts for security. The prompts appear when websites try to find and connect to devices on your private network, like printers. This is to prevent malicious sites from exploiting your computer.
Because TS Connect speaks to your printers, cash drawers, and Worldpay integrated chip-and-pin machines via your computer's local network, your browser will flag this connection and prompt you to allow it or block it.
It is essential that you allow this connection when prompted, as without it, TS Connect will not work, and you will not be able to print tickets, open your cash drawer, or use your Worldpay integrated chip and pin machine with Ticketsolve.
Want to know more?
If you need any help with the prompt or have issues printing or using integrated devices, please contact Ticketsolve Support.
You can also read the following guides for further information on TS Connect:
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