Quick Links
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Troubleshooting on A920In case of issue reports, following instruction below will help us to discover the root problem quickly.
Advise merchant to sent logs from the device: go to pin login screen, click on a ladybug in top right corner, then click on send logs. Transaction issues - for any payment related issues always ask merchants to send logs. |
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Printing Troubleshooting
What should I do if receipts
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will not print from the SpotOn Serve device?
Check for errors being shown on the screen when the print job is being run - toast message at the bottom of the screen error screen error out of paper.
If that’s not the case, then check printer settings in BOH whether a printer was created to be a station and a station routed to this printer.
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What do I do if I am having trouble printing guest checks?
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From BOH, navigate to BOH Printer > Model Type |
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to ensure it is currently set to A920 |
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Why is my SpotOn Serve device printing blank receipts?
If it's printing a blank receipt from the device, the paper is probably situated in there incorrectly, remove and re-set with the paper coming out with the open side towards you. There is a picture of the correct orientation when you open the back to insert the paper.
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Menu Troubleshooting
What may be a reason for menu groups not to show on the
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SpotOn Serve?
Needs to be set up on menu screens like the Mobys do and they have to be group lists on the screen.
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Why would an item not display the
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modifiers list
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on the
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SpotOn Serve, but will do if rung on the register?
The mods Do not force show mods or always force choice mods could be on/enabled.
Check the station type settings, then check items. Make sure the item settings. Ensure Always Force Show Mods is checked on for the a920 A920 station type.
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Why nothing is popping up for the different menus on the device?
Make the sure the main menu group with the menu screens built on it is set under stations or station types
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Payments Troubleshooting
Error message for removing order payment that failed.
It’s backend configuration issue. Every merchant when setting up for transit payments must go to the location-specific settings of the Transit Payment in BoH and Authorize Transit with proper credentials. Implementation should already have instructions on this.
Check the credentials in BOH under payments.
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Error message for transaction declined while attempting payment.
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While attempting to take a payment, I receive a “DECLINE” error message.
If guests see the error message "Transaction Error: DECLINE: Chip Read Error (10003-2)”, it could indicate one of the following issues:
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Why payment BOH settings are not reflected on A920?
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Why are the BOH payment settings not reflected on SpotOn Serve?
The app needs to be restarted in order to reflect changes made at BOH when it comes to payments settings, you can restart the app from Debug Screen (lady bug ladybug icon at pin screen) also you can try to turn off the WiFi/network for 10 seconds.
Why credit card entries from handheld device are consistently not reflected on POS?
It’s a configuration issue when the device is set up and pointing to the wrong MID.
Known Errors
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There errors will be addressed in upcoming sprints.
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If Table Occupied Time Before Alert is set to zero it should be disabled, but on SOH it blinks right away
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User is prompted for guest count no matter the setting selected in BOH
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Keyboard sticks when hitting back arrow in discount notes
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If only For the Table and no specific guests, clicking the guests on the menu screen (right side) opens a blank screen
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Discount amount is not shown on the order view for item level discounts (the name is). Name and discount amount are shown under the item on POS
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We have the option to discount a voided item
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When removing an item with qty > 1 we do not get prompted for the amount we want to remove - all the items are removed. When the same thing is done when voiding items, we get prompted to enter the number of items to void
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Exit the notes screen (item level and modifier level) -> There is no prompt to leave or stay
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Second level modifier notes do not appear on the order view
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Uppercase before lowercase ordering in the Table Layouts screen. This may be expected behavior, but worth noting
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When second level modifiers' notes are saved, they are not displayed neither on POS order or SOH order ticket; and the Save button stays at the bottom of the screen
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Subitem Quantity on Hand number is not displayed on the subitem
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Long name continues to the right of the screen, behind the 'X' icon to collapse the ticket
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Adding/Removing Table Layouts causes it to inherit wrong tables/have no tables
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When a restaurant section is deleted from BOH, no other section is auto selected and the screen is white
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If the user has a menu screen open and then deletes it in BOH, the app will crash
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