Level 1 Documentation for NCR Aloha Troubleshooting

NCR Level 1 Documentation First check the NCR KB – KB0020309 If no information is there then this is the next place to check Use CTRL+F to Find what you are searching for CFC Information All employees that are Shift Lead or higher should have an account CFC Default Login Username: First initial dot last name. EX: J.Smith Password: Blank on first login, they will be prompted to set one up Owner: Store Number Forgot Password Type in the Username and Owner fields, then click “Request Password Reset” A password will be sent to the store’s email. If the request is for someone above a GM the password will be emailed to the email listed for that account. No Account To create an account a service request ticket must be created To verify there is no account, anyone in IT with a CFC login can check: Select the Store > Maintenance > Labor > Employees > Search for employee and look under Above Store Settings Tab – you will see username if there is an account already created Cannot Edit Punch: Clock out is less that the Clock In Time 1. Verify the punches are from the same date 2. Verify the edited punch is actually earlier than the clock in 3. If the employee is a minor, the edited punch may be outside of legally acceptable hours. 4. If all of the above is correct and within guidelines, the time to be edited to may not be in the same business day. Checking business day start 1. Find the store in CMC 2. Select the terminal that the punch is being edited from 3. Select File Manager

4. Select C:\ and click Load List, then navigate to C:\bootdrv\aloha\TMP 5. Find the DEBOUT201XMMDD.XX file where XX is the terminal number (01, 02, 03, etc) 6. Download the Debout file to your machine at any location 7. Right-Click the Debout file on your machine and select Open With… and choose Notepad (you may use your own text editor if you prefer) 8. Hold Ctrl+F to open the Find box 9. Search for “Open YYYY/MM/DD” for the day of the punch being edited – EX: Open “2016/09/16” 10. You will now see that text highlighted throughout the file. The start time of the business day will be to the right of that text as well as the error message, and the time that the attempted punch edit occurred. 11. If the open time is still earlier than the time that the punch would be changed to, escalate to NCR Level2/Warranty No Master Terminal Created If no master terminal is showing in CMC, and the FOH of the store is showing the error “Waiting for Master Terminal” then follow these steps. First select the NCR Server in CMC, query Services, find CTLSvr, right-click it and kill it. Then go through each terminal querying tasks, finding and killing Iber. Once Iber has been killed on all terminals, select the terminal that is intended to be the Master. VNC into that terminal then open the task manager in order to gain access to a Windows Desktop environment. Click the start menu, select All Programs, then the Startup folder. In the Startup folder, select the Aloha application. This will start Iber (Aloha) manually. Allow this terminal to finish starting and loading Aloha. When it is finished it should show the word “Master” at the bottom of the screen. This indicates it loaded Aloha and became the Master terminal successfully. Next count out 60 seconds from Aloha finishing and then Query Services on the NCR Server once more in CMC to restart the CTLSvr service. With CTLSvr started, proceed to reboot all terminals other than the Master. To do this, right click the terminals in CMC, select Perform, then Reboot. Once all terminals have finished rebooting, have the manager verify FOH functionality by having employees clock in and

placing a test order. The Master terminal will not show in CMC even though it is the Master terminal in the eyes of the store's network. KDS Device(s) Missing in CMC / Showing Disconnected on the Screen 1. Scenario #1 (All KDS Controllers) 2. Log into CMC 3. Select the NCR server for the unit in question 4. Verify that the “Aloha Kitchen Service” is running 1. If the AK Service is stopped, start the service 2. If the AK Service is started, restart the service

Once the AK service has been confirmed as running, troubleshoot the network connections leading to the switch if the issue persists Scenario #2 (One or more (NOT all) KDS Controllers)

1. Log into CMC 2. Confirm whether the device in question is/isn’t listed under the unit 3. Select the NCR server for the unit and attempt to ping the controller showing disconnected; otherwise, move to Step 4 if the controller isn’t listed a. Ping test failed i. The device is not on network. Troubleshoot wiring between the device and the Meraki switch.

b. 4. 5.

Ping test succeeded i. Move on to Step 4

Remote into the NCR server Path to the device and sign in using the SVC_Aloha account over the network via Explorer

a. If the device isn’t showing on the network from the NCR Server, path to the device using the address bar. Ex: “\\AK57-Egg1\C$”

b. Change domain to the controller’s. Ex. Username = “AK57-Egg1\SVC_Aloha” Verify the “nodeConfig id” override is blank inside CommandCenter.config (Located in C:\Program Files\Radiant Systems\CMC)

6. 7.

Access Services.msc Connect to the device by selecting “Action > Connect to another computer” in the tool bar and using the name of the device you’re connecting to. Ex. “AK57-Egg1” a. If the following message is received, retry step 5

8. 9.

Restart the Radiant Command Center Agent service Verify the device is now listed in CMC after waiting 30sec – 1min and pressing F5 to refresh a. If the device is still missing in CMC and didn’t reboot on its own i. Reboot the device via CMD on the NCR server locally or using the CMD feature in CMC by entering in the command listed below: 1. Ex. “shutdown /r /m \\AK57-Egg1” b. If the device is now listed in CMC and/or is showing disconnected once you VNC into it

c. d.

i. Reboot the device in CMC by selecting it from the unit list and clicking the reboot button in the toolbar If a reboot hasn’t resolved the issue for steps “A” or “B” listed above, RAL/Reload the device If step “C” fails, escalate to NCR Warranty or NCR 2nd Level accordingly

10. Verify that the device is no longer showing disconnected once you VNC into it FOH Stuck in Loop: “Locating Fileserver/LocatingMaster Terminal See No Master Terminal Created Terminal Missing in CMC

Terminal(s) not displaying as on-line in CMC

Attempt# 1 1. Confirm the terminal is on network by pinging it from the NCR server in CMC

a. If the terminal can’t be pinged, troubleshoot the network wiring between the terminal and the switch

b. If the terminal pings successfully, move to step 2

2. Log into the NCR server 3. Path to the device and sign in using the SVC_Aloha account over the network via Explorer

a.

If the device isn’t showing on the network from the NCR Server (Pic 1), path to the device using the address bar. Ex: “\\Term7\C$” (Pic 2)

Pic 1 (Above) / Pic 2 (Below)

b.

Change domain to the controller’s. Ex. Username = “Term7\SVC_Aloha” if prompted to log in

4. Delete the files within the C:\CMCTemp folder

DO NOT delete the CMCTemp folder, only the files within it 5. Connect to the remote machine’s services

a. b.

Go to Services.msc on NCR Server Select “Action > Connect to another machine” from the tool bar c. Put in IP address or computer name (Ex. \\Term7 or 192.168.1.107) 6. Restart the Radiant Command Center Agent service 7. Verify the device is now listed in CMC after waiting 30sec – 1min and pressing F5 to refresh a. If the device is still missing in CMC i. Reboot the terminal using CMD on the NCR Server locally or using the CMD feature in CMC be entering in the command listed below: 1. Ex. “shutdown /r /m \\Term7” b. If the above step “A” doesn’t resolve the issue after a reboot, move to Attempt #2 8. Verify that the terminal has booted up successfully and is now displaying in CMC

Attempt# 2 1. While logged into the NCR server

2. Navigate to Computer > Network > Select to terminal in question

3. Highlight the address bar and navigate to the C: for the terminal. (Ex. \\Term7\C$)

4. Navigate to and open C:\Program Files\Radiant System\CMC\CommandCenter.config

i. Ensure that siteId value matches the Aloha HASP Key number shown in CMC

1. Ex. Bob Evans 0317 (271781)

a. It’s the 6 digit number to the right of the site name in CMC

ii. Ensure that line has the correct terminal number listed

5. Once the needed changes are made, save the file

6. From the local NCR File Server, navigate to Services.msc

7. Right click "Services (Local)" from the left hand column and select 'Connect to another computer'

8. Enter in the terminal in question and select 'OK'. Ex. \\Term7

9. Once loaded, restart the following services:

i. Radiant Command Center Agent

10.

Close out of all windows and switch user out on the NCR File Server

11.

Confirm the terminal is now listed in CMC

i. If the terminal still doesn’t display in CMC, escalate to NCR Warranty or NCR 2nd Level accordingly

Pulse Access in Pre-Install Throughout the NCR rollout, NCR unit’s undergoing their pre-install will/should have the following capabilities: 11. Pulse & Meraki apps installed on the iPad a. If these apps are not installed on the iPad, escalate to NCR Warranty

12. a.

A Pulse account to log into Pulse using the iPad If the unit is unable to log into the Pulse app, confirm/attempt the following: i. Are they using the unit’s email address with an underscore and leaving the password field “(BLANK)” as they will be prompted to create their own initial password? See the below section on checking for Pulse account creation 1. EX. [email protected] ii. If it’s confirmed their account has been setup & created, but the password wasn’t given to the contacting manager 1. Advise the manager to reach out to their GM for their iPad password iii. If the GM is unable to log into the Pulse app due to forgetting the password 1. Have the GM reset their password by entering their unit email in the username field in Pulse on the iPad and hitting the “Forgot Password” link located on the bottom right corner of the screen a. This screen should have the unit’s email address listed in the email field. Have the manager hit the “Reset Password” button

2.

iv.

Wait a few minutes for the temporary password to be sent to the unit’s email and use it to log into Pulse on the iPad so a new password can be set

If all the above steps fail, escalate to NCR Warranty Cannot Enroll Employee Fingerprints If a manager is trying to enroll their employee fingerprints on a terminal and they are kicked back to the Special Functions screen after selecting the employee from the list and pressing OK, they are missing files on the terminal. This will most likely be in the first stages of Pre-Install. 1. 2. 3. 4. 5. 6. 7. 8. 9.

Stop CTLSvr and Iber in Services/Tasks respectively Use the File Manager in CMC for the store in question Select D:\ and click Load List Navigate to D:\Staging\FPS\ Copy the entire directory to your machine Navigate to D:\BOOTDRV\Aloha\BIN Copy the files once more to this location Restart CTLSvr wait 60 seconds Reboot the terminal

EOD Process EOD is set to run at 2am automatically. It will clock out any employees who did not and close any remaining open orders out to a cash payment of their exact balance. The Master Terminal must be running for the EOD process to run successfully. The following is the process that EOD follows: -The marker file \Aloha\DATA\EOD is created and takes all terminals except the Master down -All open sales are closed to cash and all employees still clocked in are clocked out at 2am -A dated subdirectory is created in \Aloha\YYYYMMDD -The TRANS.LOG file is copied from the DATA directory to the Aloha\YYYYMMDD subdirectory -All system configuration files are copied to the Aloha\YYYYMMDD subdirectory --If the files are copied successfully then the originals will be deleted from their respective locations -The .LCK, .TXT, and all configuration files are deleted -Any files that have changed in the BOH are updated for the FOH --Employee profiles/passwords, configurations, and charges for the Store -Business date is updated -Procrecs.exe runs and updates any corporate changes to the \NEWDATA directory -All files from \NEWDATA are copied to \DATA --This becomes the \DATA directory for the next day -Once this has all completed a DONE30 marker file is created in the Aloha\YYYYMMDD subdirectory -The EOD marker file is deleted and terminals refresh --Refresh=Reading the new \DATA directory and updating their files to match it -A new TRANS.LOG file is created since the previous has been deleted --You can check the “Last updated” date/time in File Explorer to verify this Reasons EOD could Fail -The Hard drive is full -No Network connection to the NCR Server

--If this is the case then the Aloha\YYYYMMDD directory will be on the Master Terminal rather than the NCR Server -Power fluctuations -The Business Date is out of sync with the System date -The Master Terminal was offline or went offline during EOD GRINDING -GRIND.exe manages the TRANS.LOG for the day and created .DBF files accordingly -It runs within 30 seconds of EOD completion and is effectively an extra piece to the EOD processed -It creates the GNDDBF file in the Aloha\YYYYMMDD directory -If unsuccessful the terminals will all display the “Waiting to Grind 2016MMDD” message across the bottom left corner -We have successfully tricked GRIND.EXE into running by creating the GNDDBF file in the Aloha\YYYYMMDD directory and then deleting it, therreby causing CTLSvr to run GRIND.EXE Important Miscellaneous Information -All transaction data is stored in the TRANS.LOG file which is located in the DATA subdirectory on the NCR Server. This file also record all other FOH activity that occurs such as voids and canceled sales. -Also in the DATA directory are the printing logs for the store. These contain all of the printing information from the Kitchen Printers. -A program called GENPOLL.exe will create polling files at predefined intervals which are then stored in the Aloaftp data location. This location is where all corporate data updates come from as well. They are downloaded once the Alohaftp program notices them and then processed/applied during EOD. -Ctlsvr = Control Server Service --> This service controls Aloha's overall operations on the system -> Takes down all POS Restarting this service -> forces POS to take down Aloha and Start Aloha again This is why we stop it before copying files for some fixes -iber.exe = the Aloha POS software executable name Ending task of Iber.exe: (from POS) - closes aloha on TERM you ended it on

(from server) - uncertain - believe it stops aloha function on server -if employees are in the emp.dbf in NEWDATA dir - then all you need is a refresh and confirm they then show in DATA dir emp.dbf -if a terminal is on network to the switch and can be VNC'd into but cannot be pinged from the server: Restart AlAdmSvc and reboot the terminal it should come back on network