- Right click on terminal in CMC and select reboot
- Have caller physically reboot terminal at site using the power button (reference pictures of terminals to help caller locate power button)
- Open VNC connection to terminal and select windows start icon, set terminal to restart
- 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
- 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
- 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
- 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
- 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
- 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
- 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
- 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
- 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)
- 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
- 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
- Stop iber
- Delete EGICACHE from term
- Reboot terminal
- Delete .olk and .lck files from Data folder on BOH
- Delete prt.logs in Data on fileserver
- Highlight term in RAL and select configure
- Make sure that terminal is set as server/master capable
- 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
- 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 –
- 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
- Print log might be corrupt
- Refresh, and delete prt.logs while system is down
- From “Run” :
- Net Stop Spooler
- Net Start Spooler
- Or Stop/Restart Spooler service in computer Management
- 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
- Go to CFC folder>instoreinstaller folder, then sort by type, find bootstrapper shortcut and send to desktop
A. Reboot a terminal
OR
OR
B. How to reseat network connections on a terminal
C. How to connect to a site that is offline in CMC but is able to get to a webpage
OR
D. How to run a printer test on a serial or ethernet printer
E. How to manually grind a dated sub folder
F. How to put a system into redundancy
Manually Running End of Day
Putting iber.config in startup if RAL is not functioning
IP address scheme
Term will load windows but not Aloha
Terminal in booting cycle “determining fileserver 0”
Distorted Graphics on Terminals
Employee locked on terminal when they are not on that terminal
If Terminals are frozen and debouts show printer log errors
If a terminal will not go into redundancy
Freeing up disk space on a terminal
CC stuck authorizing
Label Printer Troubleshooting (printer type is ethernet)
Partially Printing Tickets
Office Printer or Terminal Driven Printer has Stuck Queue
Printers printing multiple chits , small print and or taking a long time to print, can be sign of power issues
No NAM or CFC shortcut
