What do I do when the ticket printer fails in Galileo?

When

Use this card when a printer failed during TKP and documents — ticket images, itineraries, MIRs — are stuck. Galileo holds them in buffers: the pending buffer (no sequence number yet), the sent buffer (number assigned) and each printer's own print buffer. You find them, then delete, resend or redirect them.

Check first

Your agency's fallback procedure, and the help desk for anything unclear (When to contact the Travelport help desk and what to give them). These entries act on numbered documents.
In HQB entries, TKT means tickets, ITN itineraries/invoices and ACC MIRs.

Steps

#	Entry	What it does	Why
1	`HQC` · `HQCA1B2C3`	Counts images in the pending and sent buffers · in printer A1B2C3's buffer.	How much is stuck, and where.
2	`HQB/TKT/DP` · `HQB/TKT/DS`	First ticket image in the demand pending · demand sent buffer.	Look at what waits.
3	`HQB/MD` · `HQB/MU`	Moves down · up one image.	Browse the buffer.
4	`HQDA1B2C3`	Shows the image in printer A1B2C3's buffer.	What the printer holds.
5	`HQM/A1B2C4`	Sends the image from the pending buffer to printer A1B2C4.	The first printer is broken.
6	`HQM/DELETE`	Deletes an unwanted image from the pending buffer.	Clear a document you do not want.
7	`HQAA1B2C3/A1B2C4` · `HQAA1B2C3`	Redirects the images of A1B2C3 to A1B2C4 · brings them back to A1B2C3.	Printer out, then back again.
8	`HQNN` · `HQNN/P1`	Resends from the sent buffer with new TINS numbers · for passenger 1 only.	Lost documents, same day.
9	`HQXNA1B2C3`	Cancels the image in printer A1B2C3's buffer without voiding it on the TINS report.	Drop a print job only.
10	`HQSA1B2C3`	Restarts printer A1B2C3.	After the fault is fixed.

Check it worked

HQC shows nothing left waiting, and the documents came out on the working printer.

Traps

HQNN works only on the day of issue and gives the documents new TINS numbers.
HQXN voids nothing. The document still counts as issued on the TINS report.
After the repair, point redirected images back with HQA and the original printer's address.

Ask your AI assistant instead

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