Troubleshooting | SpotOn Serve

Owned by Agata Sadowska, created
Last updated: Apr 05, 2023 by AH (Deactivated)
2 min read

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Printing Troubleshooting

What should I do if receipts 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 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.

What do I do if I am having trouble printing guest checks?

From BOH, navigate to BOH Printer > Model Type to ensure it is currently set to A920

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.

Menu Troubleshooting

What may be a reason for menu groups not to show on the SpotOn Serve?

Needs to be set up on menu screens like the Mobys do and they have to be group lists on the screen.

Why would an item not display the modifiers list on the SpotOn Serve, but will do if rung on the register?

The mods Do not force show mods or always force choice could be on/enabled.

Check the station type settings, then check the item settings. Ensure Always Force Show Mods is checked on for the A920 station type.

Why nothing is popping up for the different menus on the device?

Make sure the main menu group with the menu screens built on it is set under stations or station types

Payments Troubleshooting

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:

  1. The phone was moved away from the device too quickly before the transaction authorization was completed.

  2. The guest inserted their card into the terminal upside-down.

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 (ladybug icon at pin screen) also you can try to turn off the WiFi/network for 10 seconds.