Outline for Solving IT Incidents


the markdown version of this document is located here


Introduction

The purpose of this guide is to provide managers with the tools needed to correct minor IT issues in the stores. This document provides step-by-step instruction on resolving basic issues and is intended for use by any General Manager and Assistant General Manager.

Topics in this document include:

If you find that your issue was not resolved using the steps in this document, this document did not include your particular issue, or you are unsure how to proceed, please contact Support.




Credit Cards are not running at any register

  1. Check to see if the internet is working. If the internet is not working, move to the next section of this document.
  2. If the internet is working, restart the Credit Card Processing computer a. Power the computer off b. Wait three seconds c. Power the computer on

If restarting the credit card machine did not resolve the issue, please contact support.

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The Internet Is Down


If the internet is down in your store, first check to see if the switches and firewall are powered up.

If the switches are powered up, reboot the firewall by unplugging it and plugging it back in. If internet service has returned after rebooting the firewall, you are done.

Rebooting the firewall did not solve my issue

If the internet is still down after rebooting the firewall:

  1. Make sure the power cords to the switches and firewall are plugged into a working power source.
  2. Be sure to check that the plugs on both the back of the machine and the wall outlet are firmly in place a. eg. Plugs are not partially plugged in, or obstructed in any way
  3. If plugging the firewall and/or switches into a working power source resolved the issue, you are done.

The firewall and switches are both plugged into a working power source, but the internet is still down

If the firewall and switches are plugged into a working power source but you are still having issues with the internet, restart the internet Service Providers equipment. To do this two pieces of equipment need to be restarted:

  1. A Windstream device and
  2. Most stores have a Comcast modem a. Waldorf uses Megapath b. Herndon and Merrifield use Cox

If you are unsure where the device is located, you can follow the cables from the firewall to the modem or Windstream device.

If restarting the Internet Service Providers equipment resolved the issue, you are done. If the internet is still not working after following the above steps, please contact support.

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Registers in red


Please Note: You should avoid using registers that are in the red if possible. Do not restart a computer that is in the red.

If register(s) are in the red, check to see if Catapult is working on the back office computers. If Catapult is not working on the back office computers, please contact support.

If Catapult is working on the back office computers

  1. Exit out of Catapult on the registers that are in red.
  2. You will be prompted with a message regarding the failure to send transactions. Press "OK"
  3. Start Catapult again

If Catapult is green, you may begin to use the register.

Restarting Catapult did not work/Catapult is still in red

If the catapult is still in the red, contact support.

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Registers in yellow


Please Note: You should avoid using registers that are yellow if possible

If the register is in yellow, check to see if the Customer Service computer is also in yellow. If Customer service is in the yellow

  1. Exit out of Catapult on the Customer Service computer
  2. You will be prompted with a message regarding the failure to send transactions. Press "OK"
  3. Repeat steps 1 and 2 for any registers that are in yellow.

If Catapult is green, you may begin to use the register.

Restarting Catapult did not work/Catapult is still in yellow

If Catapult is still yellow, please contact support.

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Various Register issues


Unresponsive Register

If the cash drawer will not open at the end of the transaction, first try turning the receipt printer off and on.

If the register is not responsive, try rebooting it *only if the register is green.

To reboot the register:

  1. Hold the power button down until the register turns off
  2. Power the register back on and log in to catapult.

Unresponsive Credit Card Machine

If the credit card machine will not take signatures, try rebooting it. To reboot the credit card machine:

  1. Locate the credit card machine (long black box, 75"x75" x 4")
  2. Power the credit card machine off and then power it back on
  3. Restart Catapult at the register

Unresponsive Touch Screen

If the touch screen does not accurately recognize where your finger touches the screen (the Touchscreen alignment is off):

  1. Exit Catapult
  2. Press "Start" then find and select "Control Panel"
  3. Finally, locate and select "ELO"
  4. Press and release the upper left target. The target should jump to the lower right side of the screen when released.
  5. Touch and release the lower right target. The target should jump to the upper right side of the screen when released.
  6. Touch and release the upper right target. A check screen should appear after the target is released.
  7. Touch and release the green checkmark. The check screen should now disappear.
  8. The cursor should now jump to the point of touch.
  9. Close the ELO Control Panel and the Windows Control Panel.
  10. Restart Catapult.

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Phones not working


If a phone in your store is not working, first determine how many phones are affected by this issue by testing each phone individually.

Only one phone is affected by this issue

If you find that the issue has only affected one phone, then reboot the non-working phone:

  1. Unplug the power supply for the phone and plug it back in.
  2. Wait five minutes and then test the phone.
  3. Make note of any warnings or errors that appear on the display of the phone.

If your phone works after rebooting, you have resolved the issue.

Rebooting the phone did not fix my problem

If the phone is not working, write down any warnings or messages that appeared on the display of the phone and contact support with this information.

More than one phone/all phones in the store are having the same issue

If all phones in the store are not working then you will need to reboot the phone server.

  1. In the LAN closet, find the black server labeled "Phone Server"
  2. Unplug both of the power cords running into the back of the server, wait a moment, and then plug them back in.
  3. After plugging the power cords back in, wait five minutes and then test the phones.

If your phones are working, you may begin calling people.

Rebooting the phone server did not fix this problem

If the phones are still not working, please contact support.

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Music is not working


If the music in your store is not working, there may be a problem with the overall sound system. You can check the sound system in your store by doing a test page from the telephones or microphones at the registers.

The paging system works, but the music is still not playing

If the paging system works, but the music is still not functioning:

  1. Try turning up the volume with the Pandora remote control.
  2. If the volume has been turned up, but the music is still not working, reboot the Pandora box by unplugging it and plugging it back in.

If the music works after checking the volume and/or rebooting the Pandora box, you have resolved the issue.

The volume is up and the Pandora box has been rebooted, but the music still will not play

If the music still does not work after completing the two steps above, contact support.

Paging system and music are not working

If both the paging system and music are not functioning properly, you may need to restart the amplifier.

  1. In the LAN closet, locate the amplifier (the amplifier may be located in a different area of your store. Please check with IT or a store manager to determine its location).
  2. Locate the power switch on the amplifier. If the amplifier is powered off, power it back on and test the paging system and music.
  3. If the amplifier is on, restart it:

If the paging system and music are now working, the issue is resolved.

Restarting the amplifier did not solve this issue

If the paging system and/or music still do not work, please contact support.

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Printer not working


If you have issues printing, first make sure that the printer does not have a paper jam.

  1. Check for loose paper and debris.
  2. If the printer is not printing after loose paper and debris have been removed, power the printer off and wait five minutes before powering it back on. Then try to print again.

If the printer works after powering it off and on, you have resolved the issue.

The restarted printer still does not print

If the printer does not work, contact support with the model number, details regarding any error messages, and what you have done to try to fix the issue.

If the printer has a maintenance or toner/color message

  1. Replace the part that is listed in the message
  2. If the printer still does not print, power the printer off and wait five minutes before powering it back on.

If the printer works after powering it off and on, you have resolved the issue.

The maintenance/toner/color messages are still there after restarting

If the printer does not work, contact support with the model number, details regarding any error messages, and what you have done to try to fix the issue.

The printer is physically broken or damaged in some way

If the printer is physically damaged, contact support with details regarding any error messages, the model number of the printer, and the specific part that is broken.

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Contacting Support


If you are unable to resolve an issue listed in this guide, please contact [support@example.com](support@example.com)

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