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OTP

This Resource Guide was

created by Eric S. Oxman

2

Table of Contents

Troubleshooting Steps:

Cashless (Credit Cards) Pg. 3

Waystation Offline Pg. 4

ISP Screen shows POS Server Pg. 5

ISP Error Messages Pg. 6

CMU Restart Required / ISP – CMU Communications Failure Pg. 6

Danger Operating with no UPS Pg. 7

ABS Pg. 7

COD Pg. 8

Modem for ISP (US Robotics) Pg. 9

Register Printer Issues Pg. 9

KVS Controller (Itona) Issues Pg. 10

Technology Equipment Images:

ISP (BOS) Pg. 11

POS Server (CCU) Pg. 11

KVS Controllers Pg. 12

Cashless Appliance Pg. 13

Cashless Switch Pg. 14

POS Network Switch Pg. 14

Network Rack Pg. 14

AWS Box Pg. 15

Digital Menu Board Switch Pg. 15

Modems Pg. 15

Serial Hub (Equinox Box) Pg. 16

Everbrite COD Converter Box Pg. 16

UPS Pg. 16

KM Switch Pg. 16

HHOT Pg. 16

Info Recorder Pg. 16

Dual Point Pg. 17

PEDs Pg. 18

JS-930 Register Pg. 19



3

Never TURN OFF the Cashless Appliance without speaking with your OTP First!

You will LOOSE ALL Money stored if you turn off the cashless appliance!

Cashless (Credit Cards)

Cashless troubleshooting Steps:

Server Unavailable or Cashless not working

Check to make sure you have Internet

o Log onto the ISP

o Click on the STATUS button on the Desktop on the ISP

o It will open up a Window:

Internet Connection Verified should say YES

If it says NO then your internet is down

Go to the AWS Box and check to make sure it has power and that the

Modem is powered on. If there is no power on the AWS Box or the

Modem does not have power, check to make sure everything is plugged

in. Once it gets power again, it will boot back up. Wait 3-5 minutes and

then check the STATUS again, it should now say YES.

Once it says YES your internet is back up and you should be able to take

Credit Cards again

Cashless Device Reset

o On the Register, push the Special Functions key

o Press the Reset Cashless Device key

o This will reset the card reader without rebooting the register

o Ensure the Register Displays “Reset Successful” message, if it says, “Unsuccessful call

support”, try the following steps: (It might take up to 30 seconds to reset)

Trace the VeriFone power cord to the wall outlet

Unplug the power cord from the outlet

Plug the power cord back into the wall outlet

Make sure the network cable is plugged into the Ethernet Port

Once it loads back up, press Reset Cashless Device key

If these steps does not fix the issue, please call your OTP for further troubleshooting

Ethernet Port

4

Waystation Offline (Registers are NOT Working)

Waystation Offline Troubleshooting Steps:

Follow these steps to switch to Backup Mode to get Registers Working Temporarily:

It will take a few seconds to switch, it should say Production has been switched

If it says, Unsuccessful or Unable to Switch, then please call your OTP for further

troubleshooting.

On any register, select Manager menu

Select Support menu

Select Promote to Primary Production

5

ISP Screen shows POS Server

How to switch back to ISP Screen Troubleshooting Steps:

If your ISP Screen looks like the image above and says POS Server follow these steps to get back to the ISP Screen:

o Locate the KM Switch (Avocent) Press the PC 1 Button, this should take you back to the ISP Screen

If you Press the PC 2 Button it will take you back to the POS Server Screen If you press the button or there isn’t any power lights on the front, check the

back to make sure there is a USB power cable plugged into the two ports highlighted in the red

If they are both plugged in, unplug them and plug them in again Then check for the power light and press PC 1 to switch back to the ISP


Do not click anywhere on this screen.

6

ISP Error Messages

ISP Error Message Troubleshooting Steps:

Restart the ISP

o Click on the Start Button

o Then click on Shut Down

o Then choose from the options: What do you want the computer to do?

Select Restart and then click OK

o The ISP will now restart automatically


CMU Restart Required / ISP – CMU Communications Failure

CMU Restart Troubleshooting Steps:

From the ISP Main Menu, select ISP Malfunction / Backup / Recovery

Select Restart ISP / CMU Communication

It will than ask you,

Are you sure you want to continue with restart?, Type Y


7

Danger Operating with no UPS

Danger Operating with no UPS Troubleshooting Steps:

Check the Equinox Box (149)

o Make sure it has power (check for the power light)

o Make sure the network connection is plugged in

o Make sure the Green Cable is plugged into Port 3

Restart the ISP

o Click on the Start Button

o Then click on Shut Down

o Then choose from the options: What do you want the computer to do?

Select Restart and then click OK

o The ISP will now restart automatically


ABS

ABS Troubleshooting Steps:

Check the ABS

o Turn off the power on the ABS for 1 minute and then turn it back on

o Make sure the cable from the Equinox Box is plugged into the Serial Port underneath

the ABS




o Make sure the ABS Cable is plugged into Port 4

Restart DT Register

o Restart Register 14 – This register controls the ABS (and controls the COD 2)


8

COD (Customer Order Display)

COD Troubleshooting Steps:

Check the COD

o Make sure the COD has power (if not, check the switch on the back or the breaker)

o If there is power, turn it off for 1 minute and then turn it back on

Check the COD Everbrite Converter Box o Make sure the Yellow Cable is plugged into To OCS

o Make sure the Gray Cable is plugged into From POS

o Unplug the power to the Everbrite COD Box

o Plug back in the power to Everbrite COD Box

Check the POS Routing settings on the Register

o On register 12 or 14, press Manager

o Press the Manager Drive-Thru Options key

o Press COD Routing key

o Register 12 should be set to COD 1 (If you only have 1 COD)

o Register 13 should be set to Non-Dedicated

o Register 14 should be set to COD 2 (If you have 2 CODs, if not set to COD 1)

o Register 15 should be set to Non-Dedicated (If you have a Register 15)

o Make sure that COD 1 is Enabled

o Make sure that COD 2 is Enabled (If you have 2 CODs)

Restart DT Registers

o Restart Register 12 – This register controls COD 1

o Restart Register 14 – This register controls COD 2 (and controls the ABS)




o Make sure the COD 1 Cable is plugged into Port 1

o Make sure the COD 2 Cable is plugged into Port 2 (if you have 2 COD’s)


9

Modem for ISP (US Robotics)

Modem Troubleshooting Steps:

AA, TR & CS are the lights that need to be on the modem

o If these lights are NOT on or the Modem is NOT working, check to make sure the phone

line is plugged into the correct port on the back and make sure the power plug is

connected

o Turn off the Modem and Turn it back on. If it is still not working, check the phone line to

make sure there is a dial tone


There are 2 Modems in each Store: 1 is for the DBU & 1 is for the ISP

o The Modem for the DBU is located underneath the AWS Box

o The Modem for the ISP should be located near the ISP Tower

Register Printer Issues

Printer Troubleshooting Steps:

Check to make sure that the printer has power and the gray printer cable is plugged into the

back of the printer and is plugged into the printer port on the register

Check on the Register to make sure the Register is set up for the correct printer:

o Press the Manger button and enter ID and password

o Select Support and then Select Set Default Printer

o A box will display with a list of the printers set up in the system

The printer that is highlighted is the default printer location for this register

o Select the correct printer that the register in question should be printing to

o Press OK to set and test an order to verify the register is now printing


AA

TR CS

10

KVS Controller (Itona) Issues

KVS Controller Troubleshooting Steps:

KVS Controller giving an error message

o Push the power button on the front of the KVS Controller and it will automatically shut

down

o Wait 1 minute and then push the power button and it will turn back on

o It will take a few minutes to boot back up, then it should start working again

KVS Controller not working

o Check to make sure that power light is on the front of the KVS Controller

o If there is NO power, then check the back to make sure that the power cable is plugged

in correctly

o Unplug the power cable and plug it back in, then try to turn it on again

o If the KVS Controller still will not turn on, locate the power cord and make sure that it is

plugged into the wall outlet.

o Once you find it, unplug it and plug it back in

o Then try to turn it on again


KVS Controller Locations:

KVS #1: Breakfast Monitors (Behind the Kitchen Monitor near the toaster)

KVS #2: Lunch Monitors (Behind the Kitchen Monitor near the HLZ)

KVS #3: Drive-Thru Runner and Front Counter Monitors (Behind the Front Counter Monitor)

KVS #4: Drive-Thru Presenter and McCafe Monitors (Hanging on the wall in the Presenter Area)

11

ISP (BOS)

(Usually has a RED STOP Sticker) POS Server (CCU)

POS Server (CCU)

On/Off Switch

On/Off Switch

USB Ports

CD Drive

The ISP usually has a red STOP sign sticker on it, which is an easy way to identify it. It is only used for back office

functions such as payroll, drawer count downs and running various reports.

IT HAS NO ROLE IN CASHLESS OR THE REGISTER SYSTEM. If the ISP is NOT working it does NOT affect Cashless or the

Registers.

The POS SERVER runs the program called PRODUCTION that routes to all KVS and EXPO monitors. If the POS server were

to lose power or fail all together all of your KVS and EXPO monitors would stop working, and the message, OFFLINE would appear on the bottom of the monitors and on the

registers it would say, Unable to Communicate with one or more monitors, “Would you like to switch to back up?” If

that message shows up you would need to put the store in BACKUP PRODUCTION to get the system working

temporarily. BACKUP PRODUCTION is run off of register #1, which makes it the most important register in the store.

(Refer to the Waystation Offline Troubleshooting Steps on pg. 4 if you need to switch to BACKUP MODE)

12

Power Switch

USB Ports

USB Ports Ethernet Port

Power

Front View Back View

KVS Controller (Wyse)

KVS Controller (Itona)

Back View Front View

Ethernet

USB Ports

(Hanging behind Monitor)

Power Switch

USB Ports

13

Cashless Appliance (Dell)

Front View Back View

Power Switch

Ethernet

Power

Side View (Usually hanging on Wall)

14

D-Link Switch (Cashless Switch)

48 Port Switch (POS Network Switch)

POS Network Switch

BACKUP POS Network Switch

Network Rack (This is where all of the Network equipment is located)

Usually hanging on the wall in the Office or in the Tech Closet

15

AWS Box (AT&T)

DBU

iNMD

Ports

Modems (DBU) (Black or White)

24 Port Switch (Digital Menu Board Switch)

16

Everbrite COD Converter Box

HHOT (Hand Held)

UPS

Power

Plug

Serial Hub (Equinox Box)

KM Switch

Info Recorder

149 Equinox Box – Used for the ISP

Port 1: EMPTY (Bottom Right)

Port 2: INFO R. (Top Right)

Port 3: UPS (Bottom Left)

Port 4: EMPTY (Top Left)

151 Equinox Box – Used for the System

Port 1: COD 1 (Bottom Right)

Port 2: COD 2 (Top Right)

Port 3: EMPTY (Bottom Left)

Port 4: ABS (Top Left)

17

Dual Point

Order Ready Board (ORB) Mini ORB

Scanner

Remote USB Extender Local USB Extender

Front Side

Back Side

Dual Point Controller (DP)

18

PEDs (Credit Card Reader)

Front View

Back View

MX930/950 MX915

Power Supply for PEDs

19

Panasonic JS-930 Register

Front View Bottom View

Power

Soft Switch

20


Front View Bottom View

21


Front View Side View

Top View Bottom Base View

Bottom Monitor View

Power

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