Troubleshooting

IT Troubleshooting 

DESK PRINTER 

Printer is printing on SUS but not email side- Shut down/Reboot email tower. 

Printer is not printing on SUS- Call Helpdesk 

No power at printer- Make sure it is plugged into wall. Follow cables to both towers to ensure that it is plugged in fully and not loose. Make sure power is on for both towers. 

If the BOH Printer (Brother) printing with globs of ink throughout the page, you will need to replace the drum unit in your printer. If the ink is running low, replace your toner. 

The printers connected to your BOH Bump Screens are network printers. These are not the same as the printers that are connected to your terminals, which are either USB or Parallel connection printers. These are not interchangeable with one another. 

SUS 

Terminals are stuck on the black and white awaiting connection screen- Check to see if there is an IP address listed on the top. If it says none check your CISCO device. There are many lines plugged into it and there will be lights on at all the ports that are plugged in. Ensure all those lines are not loose.  If there are no lights check the power cord. It looks like one device but it has 2 different sections that each have their own power cord. Check the connection at the device and the power strip it is plugged into. 

If the Cisco device check seems fine- Unplug the WATT box for a few seconds and plug back in. This will power down your entire system. It will take the box about 4 minutes to reboot and power all equipment back up (you will need to manually turn on all touchscreens). If this restores connection you will need to run a start of day. You will also need to turn report printers(kitchen) off and back on to reset. 

Printer won’t print at cut table or orders won’t bump from a monitor. Acts like everything is frozen. Check for paper in printer, turn printer on and off, if that doesn’t work there is a possibility that connection to one of the controlling computers which are located behind the screens the orders are on. Every screen has its own. There is a blue lit button and you can push that till it goes off and then turn it back on. Takes a couple minutes for screen to come back up. If this doesn’t work call help desk. 

If you have a terminal in which the screen goes completely white, this means that the motherboard is overheating. Turn the terminal off for a period of time and reboot. This terminal MIGHT operate for a bit longer but will eventually overheat and need to be replaced.  

Black and White screen with no IP address, you will also read that it states, “The POS has not completed its network connection”. This is a sure sign that you are experiencing a hardware issue. Another good way to tell whether your issue is hardware related is by checking the splitter that connects the terminal network cable and the pin pad network cable. You should have 4 lights illuminated on this splitter box. (2 green and 2 yellow) If you do not see all 4 lights illuminated, you have a network cable connected incorrectly, most likely to the terminal. 

Black and White screen with an IP address. You will read that it is “Awaiting connection to BOH Computer” and see that all 4 lights are illuminated on the splitter. This means that you are experiencing a software issue and will need to call the Help Desk to run an update to the software on the terminal and bypass this issue. 

All touch screens were white.  The back office monitor was black.  

Is the power light on the back office monitor green or orange?  If it is orange the issue is on our end.  If it is green, the problem is on their end.  Since it was orange you have to force shutdown the tower, as the tower went into sleep mode.  Don’t turn power off with the button, unplug the tower for 15 seconds, and then plug back in.  After everything comes back up, run a start of day.  

Password Locked. 

The fix it a manager needs to go to the Management Menu which takes you to the same screen to run start of day. In the bottom right corner, a tile says Password Change/Reset. This is where they need to go to reset locked passwords. 

If you have a bump screen that is constantly flashing on and off, first check all your connections behind the monitor. If everything is connected, reset the KMX box (Dell Box) behind the monitor (should be a blue light). If the monitor continues to flash, contact your ASL to order you a new monitor.  

Credit Card Machines not working 

1. Follow blue and black cords to Verifone connection ( normally under the counter) 

2. Make sure green and orange lights are lit, if not make sure cords are all the way in jacks. (I have seen where a stack of dishes was pushed up against the Verifone cords and as soon as we pulled the dishes off of the cords, it worked again.) 

3. If still not working, on right side of Verifone connector is a power cord, rotate cord up, unplug for 10 seconds, plug back in. 

4. If still not working, call help desk. 

A couple things that seem to confuse secondary management are locked drivers 

1. Go to SUS Utilities 

2. show/unlock drivers 

INTERNET/PHONES 

No internet- Check the modem to make sure there is power. On the comcast modem the top 3 lights should be lit. Ensure all cords plugged into the back are secure. As a last resort unplug the modem and plug it back in to see if it reboots properly. If this does not work and you have Comcast please contact the Helpdesk. If they cannot fix it they will dispatch a Comcast Tech. 

First step is always to reset the ADTRAN. After resetting the ADTRAN, if both the Voice and Data lights are RED after resetting this, you are experiencing a service provider issue. If you are T1, contact your ASL. If you are operating with NEON Solutions, contact Help Desk to correct your issue. Most likely a forward will need to be put in to receive phone calls until the issue is resolved.  

IT Equipment