**IMPORTANT** This is a Non Retail location and a scheduled appointment must be made in advance to ensure the machine will be made available prior to tech arrival on site. If a work market technician has to be used SDL must obtain approval from Higi prior to scheduling work. If the technician is unable to make contact on the first attempt, email EMSAR at higisupport@emsar.com so HIGI can be notified to provide us with an alternate contact name and number. Any calls made MUST be logged on the work order under Activity History with who you spoke to and date/time of call
Use this password to access the kiosk: G!#L7TYQ
If swapping out a PC, you would use: miker0me0g0lfech0
There is a mandatory 4 business day timeline in which to complete this work. If you have questions or require technical support during the service, call 931-284-4999 and follow the prompts to reach the EMSAR Level II Support team for assistance (Support Hours are Monday-Friday from 8:00 AM EST until 8:00 PM EST). Provide the team member with the Work Order number, location, and problem description. At the completion of the service contact the EMSAR Level II Support team so that they can remotely verify that the kiosk is online and operational.
**ALL NON-EMSAR TECHNICIANS: You must check in from the location as soon as you arrive onsite and before you begin working on the kiosk. Call 931-284-4999 and follow the prompts. If there are any questions about the service expectations, use this opportunity to ask the Level II Support team.**
11-17 Mburris called site spoke with Cathy and set appt
🔧Work Performed
Contacted L2 support, who agreed the PC should be replaced. Replaced the PC and configured all required settings. Encountered an issue with the scale detecting multiple connections (the actual scale and an unknown device). Changed the COM port assigned to the unknown device, which resolved the issue. Performed preventive maintenance per Higi Green PM instructions (WI-ST-310 Rev. 009). Contacted L2 tech support to confirm the Higi kiosk is online; they advised that attaching a picture of the results Higi emails can be used as proof of connectivity.
🔍Technician Findings
There’s no visible customer damage, but the bench LEDs aren’t fully lighting up. The kiosk turns on when plugged in but keeps rebooting into the BIOS, even after changing the Power On setting. Issue was confirmed.
⚠️Problem Description
Tech will be sent a PC for replacement.
Tech must replace PC kit but do not transfer graphics card from old to new PC. Regardless if PC is installed or not you must contact Level 2 support while onsite to verify errors as well as update portal and ServiceMax for used or unused PC parts
**IMPORTANT** This is a Non Retail location and a scheduled appointment must be made in advance to ensure the machine will be made available prior to tech arrival on site. If a work market technician has to be used SDL must obtain approval from Higi prior to scheduling work. If the technician is unable to make contact on the first attempt, email EMSAR at higisupport@emsar.com so HIGI can be notified to provide us with an alternate contact name and number. Any calls made MUST be logged on the work order under Activity History with who you spoke to and date/time of call
Use this password to access the kiosk: G!#L7TYQ
If swapping out a PC, you would use: miker0me0g0lfech0
There is a mandatory 4 business day timeline in which to complete this work. If you have questions or require technical support during the service, call 931-284-4999 and follow the prompts to reach the EMSAR Level II Support team for assistance (Support Hours are Monday-Friday from 8:00 AM EST until 8:00 PM EST). Provide the team member with the Work Order number, location, and problem description. At the completion of the service contact the EMSAR Level II Support team so that they can remotely verify that the kiosk is online and operational.
**ALL NON-EMSAR TECHNICIANS: You must check in from the location as soon as you arrive onsite and before you begin working on the kiosk. Call 931-284-4999 and follow the prompts. If there are any questions about the service expectations, use this opportunity to ask the Level II Support team.**
📄Description
Higi Green Kiosk with 4G installed
📋
Outbound to +15103352468
Completed Nov 17, 2025
11-17 Mburris called site spoke with Cathy and set appt
📧
Email: Update: Awaiting Parts for Your Work Order
Completed Nov 13, 2025
To: cathy.s.kleckner@kp.org
CC:
BCC:
Attachment: --none--
Subject: Update: Awaiting Parts for Your Work Order
Body:
Dear Customer,Thank you for choosing EMSAR for your service needs.We are currently awaiting the parts necessary to complete the work for your device.Work Order #: WO-01315104Location: Berkeley Regional Lab-1701Address: 1701 Eastshore Highway Berkley, CA 94710Device: CSA-2016014917Problem Description: Tech will be sent a PC for replacement.
Tech mus