Skip to content

Daily Operations On Site Operators

Overview

This manual provides technical operators with the procedures required to set up, maintain, and troubleshoot systems supporting GEM experiences.

Technical Operator Responsibilities

  • Prepare and configure headsets and network infrastructure
  • Ensure GEM backend and dashboards are operational
  • Diagnose and resolve device-level and system-level issues
  • Maintain a stock of ready-to-use backup devices
  • Debug failed hardware
  • Log issues and escalate when necessary

Daily Setup Procedures

Before Opening:

  • Confirm internet connectivity and local network health
  • Ensure all headsets are charged and ready for pairing
  • Verify backup headsets and batteries are functional and charged
  • Clear previous day’s notification in the GEM Dashboard (if any)

GEM System Configuration

  • GEM should be accessible from any device with a browser
  • Ensure experience sessions are properly configured
  • Verify devices are in the database (Correct message is seen in the headset)
  • Perform a system test to confirm headset tracking and scene loading

Headset Maintenance & Management

Daily Checks:

  • Inspect all headsets for wear, damage, or tracking issues
  • Ensure each headset’s firmware is up to date
  • Ensure all headsets have the correct version of the experience
  • Charge all devices using approved power stations or multi-chargers

Backup Equipment Handling

  • Maintain spare headsets available for immediate swap
  • Backup devices should be in the GEM database
  • Replace batteries for long sessions

Troubleshooting Procedures

Device Issues:

  • Unresponsive Headset:
  • Confirm power
  • Attempt forced reboot
  • Replace with backup

  • Log for review

  • Tracking Failure:

  • Check lighting and occlusion
  • Restart headset

GEM Issues:

  • Dashboard not loading:
  • Check network
  • Restart local router/GEM server
  • Confirm GEM Server is up
  • Confirm GEM Showrunner is running for your show
  • Confirm Docker is still running

  • Check Dashboard settings

  • Experience Not Launching:

  • Confirm device assignment
  • Restart device and relaunch
  • Escalate if repeated

System Monitoring

  • Maintain a local error/incident log for daily review
  • Document which headsets were flagged, replaced, or required reconfiguration
  • Access GEM and Game server logs to debug issues
  • Report recurring issues weekly to the appropriate teams

Software & Network Requirements

  • Reliable internet (wired or high-bandwidth wireless) for GEM access
  • Network ports open as required by GEM

End of Day Shutdown Procedures

  • Charge all headsets and batteries overnight
  • Isolate and label any flagged equipment
  • Back up any daily logs or error reports

Opening Setup:

  • Internet connectivity verified
  • GEM dashboard functional
  • Headsets charged & updated
  • Backup units prepped

Mid-Day Maintenance:

  • Swap failing units
  • Recharge spare batteries
  • Log issues flagged by attendants

Closing Tasks:

  • Sanitize all units
  • Recharge & store equipment
  • Review and submit logs