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.
If restarting the credit card machine did not resolve the issue, please contact support.
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:
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:
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.
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
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.
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
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.
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:
Unresponsive Credit Card Machine
If the credit card machine will not take signatures, try rebooting it. To reboot the credit card machine:
Unresponsive Touch Screen
If the touch screen does not accurately recognize where your finger touches the screen (the Touchscreen alignment is off):
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:
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.
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.
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:
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.
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.
If you have issues printing, first make sure that the printer does not have a paper jam.
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
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.