Quick Links
Troubleshooting on A920
In case of issue reports, following instruction below will help us to discover the root problem quickly.
WHO? Try to determine whether issue affects only one device/station, all devices, particular ones. etc. Ask for serial numbers of affected devices.
WHAT exactly is a the problem? Get detailed description of an issue and what it’s causing. If possible ask merchant for screenshots (i.e. with error code/message) or video reproducing the issue. Note down steps to reproduce. Determine potential connection issues: WIFI or cellular.
WHEN did an issue occur? Is it still occurring? How many times it happened?
Advice 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.
(If an error starts with DECLINE: it’s an issue with payment provider’s app TransIT)
Printing Troubleshooting
What should I do if receipts are not printing?
Check for errors being shown on the screen when 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.
How to handle having troubles printing guest checks?
Check merchant’s BOH Printer > Model Type should be set to A920.
How to fix A920s 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 a920?
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 mods list in the a920, but will do if rung on the register?
Do not force show mods or always force choice mods could be on. Check station type then check items. Make sure 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 the sure the main menu group with the menu screens built on it is set under stations or station types
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.
Error message for transaction declined while attempting payment.
If you get reports of "Apple pay not working" and see this error, it really means the phone was moved away from the device too quickly and the customer needs to try again.
Why payment BOH settings are not reflected on A920?
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 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
There errors will be addressed in upcoming sprints.
If Table Occupied Time Before Alert is set to zero it should be disabled, but on SOH it blinks right away
User is prompted for guest count no matter the setting selected in BOH
Keyboard sticks when hitting back arrow in discount notes
If only For the Table and no specific guests, clicking the guests on the menu screen (right side) opens a blank screen
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
We have the option to discount a voided item
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
Exit the notes screen (item level and modifier level) -> There is no prompt to leave or stay
Second level modifier notes do not appear on the order view
Uppercase before lowercase ordering in the Table Layouts screen. This may be expected behavior, but worth noting
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
Subitem Quantity on Hand number is not displayed on the subitem
Long name continues to the right of the screen, behind the 'X' icon to collapse the ticket
Adding/Removing Table Layouts causes it to inherit wrong tables/have no tables
When a restaurant section is deleted from BOH, no other section is auto selected and the screen is white
If the user has a menu screen open and then deletes it in BOH, the app will crash
When a modifier is marked as Available and Out of Stock it should be greyed out on the menu, but right now it is still orderable. When the item is marked as Out of Stock and Unavailable then it is removed from the menu (this is correct - means it is an unavailable item).