Troubleshooting

Sometimes a screen will look incorrect on one machine and function fine on the others. Since POS is web based this means that there is something wrong with that computer or browser. Refreshing the page is usually all you need to do. Please teach all team members how to refresh the browser.

1. Close and reopen browser. [For those users that have no understanding of using the web.]
2. Refresh page: F5 or CTRL+R.
3. Refresh page ignoring cache: CTRL+F5 or SHIFT+F5 or CRTL+SHIFT+R.

There are times that we make changes to the POS and the only way to clear the old software from your browser on your computer is to clear the browser history. This is called clearing the cache.

1. Clear cache in Chrome: Click 3 dots on top right, click History, click History on left.
2. Click Clear browsing data. In the Advanced tab set time range to All time. Uncheck all checkboxes but leave Cookies and other site data and Cached images and files checked. Then press clear data.

Don’t wait for more than a few seconds for any screen to load. Close that window/screen and try again.

Many of you have found that if you leave the system signed in and set to display the current orders or the take a new order screen you don’t need to redo your fingerprint to sign in. It can go all day without needing anyone to do their fingerprint to take an order. This is not prohibited and does save a little time. However, please close the browser at the end of the day. Do not leave the screen on current orders or take an order overnight. Many people leave the computers on overnight, this is not a problem. Just close the browser. It creates unnecessary traffic as the browser continues to check for calls and orders.

ALL TRANSACTIONS MUST BE CONNECTED TO AN ORDER TO BE PROCESSED. NO AUTHORIZATIONS THAT ARE NOT CONNECTED TO AN ORDER WILL BE PROCESSED. Turning Off Online It is important that you turn off your Online whenever you close early or open late due to things like power failures etc. Use OIC to set change your status as needed.

Check see if person who opened POS has Inside permission only. The person's name at the top of the start menu is the person who opened that instance of POS. This is a deliberate feature to prevent cash payments from being applied to call in orders. Session Roles

Fingerprints change slightly and the readers have trouble matching the fingerprints to the stored images. Whenever it takes many finger touches to access POS reenroll the user's fingerprints. Remember that when reenrolling, the user must use 2 different fingers than were used the last time the user enrolled. If the user used index fingers last time, ring fingers can be used this time. And, after enrolling the ring fingers one can reenroll the index fingers again.

It is important that you disable TOOS whenever you close early or open late due to things like power failures etc. Use OIC> TOOS> TOOS Statue to disable TOOS as needed.

1. Open OIC > Online Status then turn off Online.
2. An easier method is OIC > Online On Off for more info see Online On Off page 39.
3. Set a Holiday in OIC

Check the Clock on Your Computer If you are ever able to log into POS but then get kicked out within a minute, it is probably caused by a time conflict between your computer and the server. Make sure that the time and the time zone on your computer is correct.

Only one computer in the store prints all the tickets. That is the “Print Computer.” All the printers are connected to that one computer. That one computer must be turned on, signed into Windows [not necessarily POS], and connected to the internet or nothing will print. It is connected to the web server and gets the tickets from the server. Also, if all printing fails, often you can reboot the Print Computer to restore functionality. All staff must be taught to call MrJim if, after they reboot the printers and that computer, the printing is not restored.

1. Make sure you know which computer is the Print Computer.
2. Is Print computer turned on?
3. Is Print computer signed into Windows? [POS not necessary]
4. Is Print computer connected to the internet? Try going to https://mrjims.pizza or something.
   1. Does the light on the router indicate you are connected to the internet?
   2. Reboot router.
   3. Call your internet service provider. [You must have a back-up LTE internet connection.]
5. Is PrintNode running on the computer?
   1. Look for PrintNode icon in Windows System tray. You may need to click the up ^ to see the icon.
   2. Hover over PrintNode icon. It should say “PrintNode – Connected.”
   3. If there is no icon; start PrintNode. It will be on the programs list.
   4. Look in the PrintNode printjobs_history folder.
      1. Are there recent files in the history folder?
      2. When you do a reprint, does a new file appear in the folder? This means that POS is fully functional and that PrintNode is running. You have a routine Windows printing issue within your store.
   5. If PrintNode is not connected, check your internet connection by going to any website.
6. Check OIC to see if printing is down.
7. Open Devices and Printers.
   1. Is the printer brightly colored and not greyed out?
      1. If greyed out, turn printer off and on.
      2. Is the connection light blinking?
      3. Is ethernet cable firmly connected?
      4. Print network settings, is it set to using wired connection?
      5. Test printer with different cable.
   2. Check to make sure there are no printer jams.
   3. Check to make sure it is the right paper and properly installed.
   4. Right click the printer icon and see what’s printing.
      1. Are there any messages?
      2. Are there jobs in the queue?
   5. Turn printer off and back on.
8. Reboot print computer.
9. If still not printing contact MrJims.Pizza IT support.

Go to another website. JOES POS operates entirely through the internet. If you have no internet connection, you can’t access any part of the system. Go to https://mrjims.pizza to verify it's working. POS operates on the same web server as mrjims.pizza. If mrjims.pizza is not working it is likely that the server is down.

At this point call MrJim, if no answer, Scott then Bryan in Carrollton. Call till you get an answer. The phone numbers are on the wall. MrJim is often hectically working on a solution when there is a major interruption of POS availability and may not be able to answer your call or text. But you must call MrJim as you may be the first to report an issue that he is unaware of. He usually has no idea when service will be restored until the precise cause is located. And usually when the precise cause is located, service can be immediately restored. There have been rare hardware failures that took as long as 30 minutes to repair. You can also call one of the other guys on POS. If MrJims is aware of an issue, he will text all owners’ cell phones. When it clears, he will send another text. When you cannot get through to MrJim, it is very likely the server is completely down. [Of course, there are many failsafes to prevent this from happening. But it will happen.]

Internet Failure

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