Common issues

Common issues

General

How to get in/out of guided access

  1. How To: Disable/ Enable Guided Access (iPad w/ Home Button): https://www.youtube.com/watch?v=rixsHInvORk
  2. How To: Disable/ Enable Guided Access (iPad w/ NO Home Button): https://www.youtube.com/watch?v=-OaHcoI2qCo

Updating the app (MDM sites without icloud)

Refunds

  1. Refund a credit card https://youtu.be/GWAz8U3oQ3U
  2. Refund an entire ticket https://youtu.be/nP9G82nUReU
  3. Refund a single item https://youtu.be/LqrFdmr7oKM

Reprinting a checkout report

Taking an item off 86 list


EMV / Payments

Format Error Format error 100003

Kill POS app by double clicking home button and swipe up on POS. 

Chip Error

Repeated chip errors require an RMA. Get the serial number from the device and open a ticket for replacement.

I-Pad not keying up PAX EMV device on payment


    1. A920 / A35
      1. Make sure portico app open on PAX device
      2. Make sure device is correctly on Wifi (if appropriate). Remember A35 can be wired or wireless.
    2. S300 
      1. Make sure device is plugged into the network
  2. If POS prompts but reader does not respond ensure that the correct reader is selected. Go to Manager > payment terminals and ensure the IP address they have selected matches the reader they are attempting to use.

Payments not working on Mobile 2.0 

  1. Swipe out of the POS and make sure the payments app is open. Go back into the payments app.
  2. Make sure the device is on wifi

ISP Down / SAF

  1. SAF cannot be forced. It will only work on its own.
  2. SAF cannot be activated at a site that does not yet have it on an emergency basis.
  3. SAF cannot help if you have no power or local network

Printer Issues

Black tickets

Force close POS apps suffering from black printing.

Not printing to kitchen

  1. Check for error lights
  2. Make sure printer feeds
  3. Power cycle printer
  4. Check paper tray and paper availability
  5. Ensure device is plugged into network
  6. If printer is plugged into a local network switch ensure the switch has lights, power cycle the switch
  7. Make sure socket server is online and all devices are on the correct wifi
  8. Ensure client is printing from a room including in the printer template. Often clients will add a new room without considering that they need to add to the template.

Online Ordering

Scheduling an override for a holiday / close for the day

Do not edit the standard schedule!
  1. KB Article with intructions: https://help.posspecialists.com/portal/en/kb/articles/how-to-schedule-override-holiday-hours-for-online-ordering
  2. Video: https://www.youtube.com/watch?v=DQF__7XRQtQ

Network issues

Not on sockets

  1. Ensure that socket server iPad is online and set correctly in portal.
  2. Force close socket server iPad
  3. Make sure all iPads are on correct wifi via authorized tablets. Check IP address of iPads against the scheme of their printers and payment devices.
  4. If connection cannot be re-established change socket server and publish. Select a terminal that does not move NOT a handheld.

Unifi router displays "Ready for setup"

  1. Send client KB article to get us access to device https://help.posspecialists.com/portal/en/kb/articles/setting-up-unifi-router-remotely
  2. Alert us that a new router needs to be set up

Peripherals

Customer Display not connecting (iPad)

  1. Ensure display app is open on the customer display iPad.
  2. On customer display select the ⓘ information bubble and select "change". Change the name to something logical and hit OK.
  3. Go to Manager > Peripherals > select correct peripheral.

Third Party issues

DoorDash orders cancelling

  1. Go to location setup > DoorDash Support > Sync Menus & Stock.
  2. If issues continue open a ticket for investigation.

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