How to Perform Common Troubleshooting Steps

 

    A. Reboot a terminal

    • Right click on terminal in CMC and select reboot

    OR

    • Have caller physically reboot terminal at site using the power button (reference pictures of terminals to help caller locate power button)

    OR

    • Open VNC connection to terminal and select windows start icon, set terminal to restart

     

    B. How to reseat network connections on a terminal

    • Unplug and plug back in Cat5 cable in LAN or NETWORK port on bottom of terminal (reference pictures of terminals to help caller locate network plug in)
    • Follow Cat 5 cable to wall and unplug and plug back in at wall jack
    • Advise caller to check for any damage to cable or ends as they are reseating connection

     

    C. How to connect to a site that is offline in CMC but is able to get to a webpage

    • Check to see if we have Logmein access to the site
      • Log into Logmein
      • Search for site
      • Connect to site with Windows credentials obtained from Zoho

    OR

    • Have caller go to Join.me
      • Start a meeting
      • Provide you with meeting number
      • Join the meeting
      • Have caller give you control of mouse
    • Restart Radiant Heartbeat Service and Command Center Agent Service through Computer Management and watch for site to come back online in CMC, if site does not come back online in CMC escalate issue

     

            D. How to run a printer test on a serial or ethernet printer

    • Power printer off
    • Hold down the feed button
    • While holding the feed button down, power the printer back up
    • After the printer test has completed press the feed button one more time to reset printer

       

     E. How to manually grind a dated sub folder

     

    • Open a command prompt by typing “CMD” into the search bar from the start menu
    • Path to the dated folder by running the following commands (_=space)
      • D: (enter) -> CD Bootdrv -> CD Aloha -> CD BIN
    • Then run a grind on the desired dated folder by running the following commands
      • Grind_/date_20201025 (use the same date format as shown in the example to grind the specific dates folder you would like to grind)
      • If the grind is not successful you can run the same command by using your arrow up key and then entering _/debug to the end of your previous command, this will generate date in the Debout.g01 located in the TMP folder. View the bottom of this debout to see why the grind is unable to complete
      • Grind directly from Command Center without dialing into system %iberdir%\Bin\Grind.exe /date 20170216

     

     

    F. How to put a system into redundancy

     

    • Only take this step if there is one and only one terminal that has a “make fileserver” button OR you have confirmed with site that they are replacing their network switch and they have chosen only one terminal to put into redundancy and the rest of the terminals are powered off until the network switch has been replaced!!!
      • Have caller go to the ONE terminal that has the “make fileserver” button and ask caller to press that button, then ask caller to read the number from the bottom left hand corner and right hand corner to you, add these two numbers together and give the sum to the caller as the password to enter on the keypad (Do NOT  inform caller of how you are obtaining the password as we do not want them putting themselves into redundancy until we have confirm that it is the correct trouble shooting step to take at that time)
      • Now that terminal is acting as the fileserver and data will be stored on that terminal rather than on the fileserver. Escalate call for assistance with further troubleshooting the system issues they may be having

    Manually Running End of Day

    • Copy and paste DATA folder and rename to the DOB turning it into a “dated” folder
    • Change the DOB in the Aloha ini file in NEWDATA and DATA
    • Delete the trans.log out of Data (if starting new day)
    • Delete the EOD marker file out of the DATA folder (check master terminal for EOD file as well)
    • Confirm the dated sub you created has the DONE30 and GNDBF30.XXX files present
    • Verify punch/sales info is present and manually grind dated sub if needed

     

     

     

    Putting iber.config in startup if RAL is not functioning

    • Right click on startup and select open all users
    • Delete RAL shortcut
    • Go to computer>c:>bootdrv>aloha>bin and copy iber.config to start menu
    • Then double click to run or logoff terminal

     

    IP address scheme

    • 10.100.101.99 – Fileserver
    • 10.100.101.101 -Term 1
    • 10.100.101.102 –Term2
    • 10.100.101.201 – 1st ethernet printer (number corresponds with printer # in Aloha Mgr)

     

    Term will load windows but not Aloha

    • Reload/reset term in RAL
    • If that does not work check that Aloha.ini is present in Data folder on terminal, if not there copy from fileserver and try to load Aloha

     

    Terminal in booting cycle “determining fileserver 0”

    • Kill iber on terminal
    • Try to path to master terminal, if you are unable to refer to “Terminal user logon issues” section as the issue is most likely a bad password for the windows user on that terminal
      • To determine what terminal is master, view downtime.ini on any terminal

     

    Distorted Graphics on Terminals

    • Stop iber
    • Delete EGICACHE from term
    • Reboot terminal

     

    Employee locked on terminal when they are not on that terminal

    • Delete .olk and .lck files from Data folder on BOH

     

    If Terminals are frozen and debouts show printer log errors

    • Delete prt.logs in Data on fileserver

     

    If a terminal will not go into redundancy

    • Highlight term in RAL and select configure
      • Make sure that terminal is set as server/master capable

     

    Freeing up disk space on a terminal

    • Any files in Staging folder can be deleted
    • Any files in TMP folder can be deleted
      • Note: you may want to save debouts less than a week old
      • Files over 1000 KB will make a difference if freeing up space, under that will not

     

    CC stuck authorizing

    • Go to store settings, unflag “Use EDC” and refresh
    •  If transaction doesn’t immediately authorize, delete from check on terminal
    •  Reflag “Use EDC” and refresh –

     

    Label Printer Troubleshooting (printer type is ethernet)

    • Load printer with label side up feeding underneath sensors
    • To do a print self-test, hold feed, power off and on with lid closed.  Characters will print but not necessarily be aligned on the labels correctly. 
      • If alignment is off, perform calibration. 
    • Calibration
      •  With lid open, power off, hold feed, power on BEFORE closing lid.
      • Calibration options will print:  option 1, option 2, option 3
      • Press feed button 3 X (at a measured pace- too fast and it will not recognize the command).  For option 3, labels will feed during calibration

    Partially Printing Tickets

    • Print log might be corrupt
      • Refresh, and delete prt.logs while system is down

    Office Printer or Terminal Driven Printer has Stuck Queue

    • From “Run” :
      • Net Stop Spooler
      • Net Start Spooler
    • Or Stop/Restart  Spooler service in computer Management

     

    Printers printing multiple chits , small print and or taking a long time to print, can be sign of power issues

    • Check that printer is plugged into power conditioning
    • Have site confirm if anything else is plugged into that power conditioner
      • ABCG 065 can handle 1 printer
      • ABCG 100 can handle 1 printer and 1 terminal

     

    No NAM or CFC shortcut

    • Go to CFC folder>instoreinstaller folder, then sort by type, find bootstrapper shortcut and send to desktop

     

     

     

     

03. Aloha Equipment

 ALOHA EQUIPMENT

Aloha Server – Houses Aloha executables and databases

          Network Hub – Maintains connection between terminals and server
       
          Master Terminal – Acts as foreman for managing FOH terminals
Acts                                 as print server for its receipt and remote printers

                            Receipt Printer – For printing local receipts and reports
Connects                                         to terminal COM port
                                                        LPT or CAT5 cabling with adapters for serial
             
                            Remote Printer – For printing kitchen or bar tickets
Connects                                         to terminal COM port or aloha network switch
Wired                                              to remote location
CAT5                                              cabling with adapters for serial

          Remaining Terminals
Acts                                 as print server for its receipt and remote printers

                           Receipt Printer – For printing local receipts and reports
Connects                                        to terminal COM port
                                                       LPT or CAT5 cabling with adapters for serial
                       
                           Cash Drawer – Connects to receipt printer cash drawer port or terminal cd port

                          Remote Printer – For printing kitchen or bar tickets
Connects                                       to terminal COM port or aloha network switch
Wired                                            to remote location
CAT5                                            cabling with adapters for serial

                          Router  – Allows Aloha EDC to process credit cards through TCP/IP

02. How Does Aloha Work?





01. Basic Aloha Information

 GETTING TO KNOW ALOHA

Aloha is an easy to learn point-of-sale program with a very simple file structure. The Aloha file server is used to hold and manage the databases and files. Front-of-house (FOH) terminals are used to enter and monitor transactions. The file structure for what is called the Aloha server or back-of-house (BOH) will vary between versions but the basic file structures you will have to deal with are shown below along with the more important files in each.

C:\Aloha
      \BIN                   All of the executables and dlls. The meat of Aloha. **
             iber.exe       Executable that runs FOH

      \BMP                 All of the bitmap images used on the BOH and FOH. **
                                 Icons for clock-ins, buttons and tenders


      \CRW                 Crystal Reports created for the program.

      \DATA               All current database files. **
             aloha.ini      Contains store information and Date of Business (DOB)
             EOD            Marker that lets Aloha know EOD is still in progress
             OK               Market that lets Aloha FOH know that the server is ready
             Mirror.log    Copy of trans.log, updated the same time as trans.log
             Trans.log     Contains ALL transaction information for the entire day
(Clock-ins, Checks, Edits, Clock-outs, Check-outs, etc,.)

      \EDC                  All current and past credit card transactions.
             Edc.ini        Contains store merchant information and processor settings

      \HTML              Contains the current logo bitmap used on the FOH and BOH.
              logo.bmp    Logo used for BOH load screen and FOH screen savers


      \NEWBIN        Used during the update process to replace and “update” files in BIN.

      \NEWDATA    All newly modified databases. Modified in the BOH Aloha Manager.
              aloha.ini    Contains store information and Date of Business (DOB)

      \POLLING      Log and setting files used by corporate and RLP programs


      \PROFILES    Contains settings for users Aloha Manager profile. Shortcuts, etc.

      \RECIPE        Holds recipe information for versions and concepts that use it. **

      \RPTSET       Contains settings for all Aloha reports.

      \TMP             Temp and log files used for troubleshooting and basic functions

      \20180101      Dated sub-folders contain historical sales and labor information

** These folders are required to be present for Aloha FOH to synchronize with BOH

Aloha POS Troubleshooting (Full Version)

Supporting Aloha

Contents

Getting to know Aloha
How does it work?
Aloha equipment
Database Errors
Other Errors
Network Errors
EOD and Grind Errors
End of Day
Marker Files
How to Manual Grind
How to ReGrind in Aloha Manager
Why is my store not Grinding?
When do I need to “Make Fileserver”
My DSL is not down, why is EDC not processing?
Date of Business (DOB)
FOH Time10. Downtime.ini
Verify Errors
Printer Troubleshooting
Terminal Troubleshooting

===================================================================
 GETTING TO KNOW ALOHA

Aloha is an easy to learn point-of-sale program with a very simple file structure. The Aloha file server is used to hold and manage the databases and files. Front-of-house (FOH) terminals are used to enter and monitor transactions. The file structure for what is called the Aloha server or back-of-house (BOH) will vary between versions but the basic file structures you will have to deal with are shown below along with the more important files in each.

C:\Aloha
      \BIN                   All of the executables and dlls. The meat of Aloha. **
             iber.exe       Executable that runs FOH

      \BMP                 All of the bitmap images used on the BOH and FOH. **
                                 Icons for clock-ins, buttons and tenders


      \CRW                 Crystal Reports created for the program.

      \DATA               All current database files. **
             aloha.ini      Contains store information and Date of Business (DOB)
             EOD            Marker that lets Aloha know EOD is still in progress
             OK               Market that lets Aloha FOH know that the server is ready
             Mirror.log    Copy of trans.log, updated the same time as trans.log
             Trans.log     Contains ALL transaction information for the entire day
(Clock-ins, Checks, Edits, Clock-outs, Check-outs, etc,.)

      \EDC                  All current and past credit card transactions.
             Edc.ini        Contains store merchant information and processor settings

      \HTML              Contains the current logo bitmap used on the FOH and BOH.
              logo.bmp    Logo used for BOH load screen and FOH screen savers


      \NEWBIN        Used during the update process to replace and “update” files in BIN.

      \NEWDATA    All newly modified databases. Modified in the BOH Aloha Manager.
              aloha.ini    Contains store information and Date of Business (DOB)

      \POLLING      Log and setting files used by corporate and RLP programs


      \PROFILES    Contains settings for users Aloha Manager profile. Shortcuts, etc.

      \RECIPE        Holds recipe information for versions and concepts that use it. **

      \RPTSET       Contains settings for all Aloha reports.

      \TMP             Temp and log files used for troubleshooting and basic functions

      \20180101      Dated sub-folders contain historical sales and labor information

** These folders are required to be present for Aloha FOH to synchronize with BOH

===================================================================



===================================================================

 ALOHA EQUIPMENT

Aloha Server – Houses Aloha executables and databases

          Network Hub – Maintains connection between terminals and server
       
          Master Terminal – Acts as foreman for managing FOH terminals
Acts                                 as print server for its receipt and remote printers

                            Receipt Printer – For printing local receipts and reports
Connects                                         to terminal COM port
                                                        LPT or CAT5 cabling with adapters for serial
             
                            Remote Printer – For printing kitchen or bar tickets
Connects                                         to terminal COM port or aloha network switch
Wired                                              to remote location
CAT5                                              cabling with adapters for serial

          Remaining Terminals
Acts                                 as print server for its receipt and remote printers

                           Receipt Printer – For printing local receipts and reports
Connects                                        to terminal COM port
                                                       LPT or CAT5 cabling with adapters for serial
                       
                           Cash Drawer – Connects to receipt printer cash drawer port or terminal cd port

                          Remote Printer – For printing kitchen or bar tickets
Connects                                       to terminal COM port or aloha network switch
Wired                                            to remote location
CAT5                                            cabling with adapters for serial

                          Router  – Allows Aloha EDC to process credit cards through TCP/IP

 ===================================================================

DATABASE ERRORS

“Synchronization of Files Failed”

        BIN, BMP, DATA, RECIPE folders not all present on terminal(s)
        BIN, BMP, DATA, RECIPE folders have rtf or pdf files that they should not have
        BIN, BMP, DATA, RECIPE folders have a subfolder that they should not have

“Item not Assigned to a Sales or Retail Category”

        Issues with itm.dbf contact corporate support

 “Employee is locked on a terminal”

        Employee is logged into another screen or a manager is editing one of his tables

                   If the employee is not logged on or being edited the issue could be that the Server is low on disk space or resources

                  Stop the FOH from Utilities, delete *.LCK files from the DATA folder, and restartthe FOH from Utilities
 
                 Restart server if still needed and able to

 ===================================================================

 OTHER ERRORS

“Security Key Not Found”
  • The security key is loose or missing from the back of the Aloha server 

 “Numterms Indicates # but # are defined”
  • Usually you will only see this when installing a new terminal and is caused by the ibercfg.bat file being incorrect. The ibercfg.bat file on the terminal indicates X numterm but in Aloha Manager under terminal maintenance there is a different number of terminals defined. Edit the ibercfg.bat file to match another terminal.

===================================================================

 NETWORK ERRORS

“Terminal (s) Can Not Find Fileserver”
  • Is it one terminal or all?
    • If it is one terminal the issue is usually local to that terminal
    • If it is all the terminals the issue is usually the server or hub connection.
  • If all terminals are looking for file server but all are still able to browse the server and each other try turning them all off and bringing back on the master terminal alone. Once it comes up and sees the file server you can start the remaining terminals. It is possible that if the server has not been rebooted recently that it needs a reboot.
  • We recommend restarting the aloha server twice weekly to minimize communication errors.
“Failed to register station name”
  • Usually seen when installing a new terminal. Indicates that the terminal is not recognizing that an Aloha server is on the network

  • Check the terminals IP address, subnet, gateway and DNS settings
  • Check to make sure it is in the ibertech workgroup
  •  Check to make sure it has the correct windows name as indicated in the ibercfg file
    • If ibercfg indicates termstr=TERM, then the windows name must be TERM#
    • If the termstr=GNLV for the terminals and the terminal is term4, the windows name on that terminal must be GNLV4 
  • The ibercfg.bat sections that are important for naming look like:
    • SET EDCPATH=\\alohaservername\BOOTDRV\Aloha\EDC
    • SET TERMSTR=computername (usually)
    • SET TERM=#
    • SET NUMTERMS=#
    • SET SERVER=alohaservername
 If the Set Server in ibercfg is pointing to the wrong server, the terminal will not start.

===================================================================
EOD AND GRIND ERRORS

“Waiting for EOD to Complete
  • EOD file is still in Data folder 
“Waiting for 2018#### to grind”
  • Done30 file is not in the Dated folder
***Regardless of error or cause of EOD, always go through the step-by-step EOD troubleshooting to check all points of the EOD process. EOD can hang at one spot or it can appear to complete but skip over other steps***

===================================================================

END OF DAY

During the End Of Day (EOD) Aloha goes through some basic steps. Sometimes these steps get interrupted. Things that could interrupt the EOD might be:
  1. The master terminal was turned off
  2. The aloha server was low on resources due to not being rebooted x2 weekly
  3. An external labor or tip share program was left open on the aloha computer. Only EDC or Aloha Manager can be left open during EOD
  4. Someone was running reports as EOD tried to start
What Aloha EOD basically does:
  1. Stop the FOH with the Exiting maker in TMP folder 
  2. Create dated folder
  3. Copy Aloha.ini, CFG, CDX and DBF files from Data to Dated folder 
  4. Copy trans.log from Data to Dated folder
  5. Delete GND, mirror.log and trans.log files from Data folder
  6. Edit Aloha.ini in Newdata with correct DOB
  7. Copy Aloha.ini from Newdata to Data
  8. Run Grind on Dated folder to create GND files
  9. Copy Done30 marker from Data to Dated folder
  10. Delete EOD marker from Data folder
  11. Delete Exiting marker from TMP folder
===================================================================

MARKER FILES

DONE30
  • Must be in dated sub-directories for Aloha to recognize a day has finished its grind and EOD processes
GNDDBF30.XXX
  • Gets placed in dated folder upon successful grind
  • If a date is caught in a grind loop, copy one of these files from another dated sub-folder into the folder you are trying to grind to stop it from trying to grind again
EOD
  • Gets placed in Data folder during EOD process and deleted upon completion of EOD
OK
  • When FOH displays 'Waiting for system configuration files to complete' for an extended period, check for the existence of an OK file in the DATA folder on the file server.
  • If an OK file does not exist, create an OK file by typing the following from a command prompt onthe file server:
    • ECHO 1 > %IBERDIR%\DATA\OK
EXITING
  • Gets created in the TMP folder during a Refresh or when Stop FOH is initiated from Utilities.
  • If an EXITING file exists on the file server (or a terminal acting as the file server), the FOH terminals continuously reboot until the file is removed.

===================================================================

HOW TO MANUAL GRIND
  • Mainly performed from a DOS prompt (command prompt)
    • the command to fire grind:
      • C:\Aloha\bin\grind /date (dated sub directory folder)
        • Ex: C:\aloha\bin\grind /date 20180521
          • Grind YearMonthDate
===================================================================

HOW TO REGRIND IN ALOHA MANAGER
  • Under Aloha Manager Utilities/Regrind Sub directories
    • Mark Active On
    • Change the Numgrinds to at least 1
    • Mark the dated sub directory and hit done
    • Message should display turn CTLSVR off and on
===================================================================

WHY IS MY STORE NOT GRINDING
  • Not enough hard drive space available  
  • Control Service is not started on the fileserver
  • Trans.log or database file is corrupted
  • Winhook file is defined but batch file (s) do not reside in BIN folder
    • Ecomhook.bat
===================================================================

WHEN DO I NEED TO 'MAKE FILESERVER'

Only when the aloha server is completely offline or unavailable (down). If you can not get it back online within 10 to 30 minutes you need to bring the FOH up with the Master as File Server.

The master will have a button to “Make Fileserver”. Tap the button and add the numbers together at the bottom. Type the total in as the password

When running on FOH, BOH reports will not be available. They cannot and should not try to batch the credit cards unless the server was on and EDC was working.

Most times you would not have to 'Make Fileserver' unless it was completely down.

EOD will run normally while running on FOH. The dated folders get created on the Master terminal.

EDC transactions get saved as .spl files on the Master terminal in the EDC folder.

Fileserver Recovery will need to be run from the new server once it is connected. This process can complex and take some time.

===================================================================

MY INTERNET IS NOT DOWN, WHY IS EDC NOT PROCESSING?

EDC RESET

 Sometimes EDC gets stuck. If the internet connection is up but credit cards are not processing, go to the Aloha Server:
  1. Sign in EDC.
  2. Go to File and Stop POS processing. 
  3. Click yes to confirm. 
  4. Close the EDC.
  5. Click yes to confirm. 
  6. Re-open the EDC and log back in. 
  7. Go back to File and Start POS processing. 
Usually credit cards will start processing again. To test you can go to EDC Functions and Authorize. Enter a credi tcard number, expiration date and at least $1 for the amount. Click okay and if the connection is processing you will get an approval code. If you do, go to Functions and Voids.

At the bottom you will see the test you just entered. Select it and click okay. Confirm void and okay.

If credit card processing fails, you may want to call your processor (WorldPay, Visanet, and many others) for possible issues or outages.

===================================================================

DATE OF BUSINESS (DOB)

The date of business is determined by the Aloha.ini in the Data folder on the server.
Towards the top of the file is an entry DOB=01 01 2018, for example. It must be in this format, with a space after month and a space after day.


===================================================================

FOH TIME

The time on the FOH is determined by the time on the Aloha server in the Windows system tray. When a terminal loads into windows it checks its time against the server time. Having the wrong time zone or daylight savings settings will throw the time off by one to three hours. When in doubt match the terminal with the settings on a terminal with the correct time. 

The master terminal plays a big role in the FOH time. The remaining FOH terminals look to the master terminal for direction. Even each terminal checks its own time with the server the master terminal being off in time can throw off the others.

===================================================================

DOWNTIME.INI

This file holds information about which terminal was last the master and which computer was last the server. After a refresh the terminals reference this file first and wait for that terminal to become master rather than the next available taking over. After a minute or two if the last master mentioned in the ini does not come up, another terminal will take over.


===================================================================

VERIFY ERRORS

When closing Aloha Manager, Aloha checks for errors that could affect the front of house. If any are found a verify error will pop up from notepad detailing the issues.


===================================================================

TERMINAL TROUBLESHOOTING

“Terminal # is Down”
  • Seen on all other terminals. That terminal is off or has bad network connection
    • Reseat ethernet cable
    • Reboot terminal
"Looking for File Server” 
  • Seen on terminal that can not determine a file server on the network. Many times it is just that CAT5 connection to the terminal. (Terminals cannot communicate with BOH aloha server)
    • Reboot aloha server
    • Reboot your aloha switch
"Failed to open COM Port # status #”
  •  Usually seen when installing a new terminal that replaced a terminal with different COM port configurations. For instance the previous terminal was configured with COM 1 and COM 2.The replacement terminal is configured with COM 1, COM 3 and COM 4. The FRY printer was configured to run off of that terminal on COM 2.
  • The error would be: “Failed to open COM Port 2 status #”
    • Settings in Aloha manager are specifying that the FRY should be on COM 2 on that terminal but there is no COM 2 there. To resolve this, login to Aloha Manager and go to Hardware and Printers and change the FRY printer to run from that terminal on COM 3 or 4.
“Master is Down”
  • This is usually just a status message as the terminals are coming up after a refresh. If a terminal that was not the master comes online before the one that was the master, this message with display at the bottom of the Aloha touchpad until the master finishes loading
===================================================================

PRINTER TROUBLESHOOTING

“Terminal # Printer # is Offline”
  • The named printer is disconnected or not seen on the network or is needing replaced.
“Terminal # Printer # is Not Communicating”
  • The printer is seen on the network but the connection is faulty. This can be a loose or bad CAT5 or adapter. Sometimes it can be a bad printer.
“Terminal # Printer # is Out of Paper or Cover is Open”
  • Most times it refers to exactly what it reads as. Sometimes if the connection is very poor this error will display which may require to reseating printer cables and adapters.
“Printer Log is Full”
  • The printer is offline and is not routing somewhere else. The chits are not going anywhere so the terminal creates a log file on itself which can fill up quick and use up disk space. From FOH manager functions route the down printer to another location.

How to Perform Common Troubleshooting Steps

  A. Reboot a terminal Right click on terminal in CMC and select reboot OR Have caller physically reboot terminal at site...