it quick guides
TRANSCRIPT
IT Quick Guides All Brands
Contents Quick Fixes ........................................................................................................................................................................ 2
If the new POS screen is unavailable ................................................................................................................................ 3
Username and Password formats ..................................................................................................................................... 4
Preceda Authenticator Issue ............................................................................................................................................. 6
No internet and phone...................................................................................................................................................... 7
EFTPOS issues (MARK +RBW) ............................................................................................................................................ 8
EFTPOS issues (Noni B) ...................................................................................................................................................... 9
EOD – still running or won’t start ................................................................................................................................... 10
Sales function is temporarily disabled ............................................................................................................................ 11
Docket/receipt printing issues ........................................................................................................................................ 12
Cash drawer not opening (Only Rivers) .......................................................................................................................... 13
Yealink (IP Phone) ........................................................................................................................................................... 14
Appendix A - Equipment Identification ........................................................................................................................... 15
Appendix B – Cisco Meraki in detail ................................................................................................................................ 20
Quick Fixes RBW stores
EFTPOS hangs up while completing a transaction
Press Ctrl + Alt + Del on Keyboard, click on shutdown and then click on restart
While the POS is restarting; Press Cancel (or clear) + 8 on the EFTPOS pinpad (this
reinitialises the terminal)
Once the POS restarts; enter your username and password to login.
When logged in, the POS will bring up the pending transaction and check whether it
was completed. Wait for 5 minutes then click on No and proceed to complete the
EFTPOS transaction.
MACK stores
If the POS is non-responsive or unable to launch sale screen or if any of the applications do
not open
Press Ctrl + Alt + Z,
use the arrow keys and browse down to End Session
and press Enter.
On the login screen; please press enter to login - “no password” required
When logged in, wait for a few minutes for POS, ISP to load then try again
Rivers stores
When accessing RivPOS; it hangs up with the message – “EFT is processing”
Press Ctrl + Alt + Del on Keyboard, click on Log off or Sign out
To re-login – Username: Storeuser Password: rivers
Float issue – RivPOS hangs up
This is a cash drawer issue; Go to Page 10 to troubleshoot
If the new POS screen is unavailable
For MACK only
Use the SVI Menu by pressing CTRL + ALT + i and select the desired application
For all brands including MACK
Type the below website address in the address bar of the internet browser
Click & Collect - https://bigmac-cc-admin.solutionists.com.au/admin/shop/dispatch/clickandcollectlogin.aspx
Email – outlook.office.com
ICON – icon.worldmanager.com
Kronos – sfg.kronos.net/wfc/logon
Web IM – webim.internal.nonibgroup.com.au/RetailWeb
Username and Password formats (all brands) 1. Email
Username: <store number>@mosaicbrandsltd.com.au
Password: <Brand Initial> - <1st 3 letters of suburb> <store number> (no spaces)
e.g. Rockmans 5237 Brickworks
Username: [email protected]
Password: RK-bri5237
Brand Initials
Noni B - NB Rockmans - RK Beme - BM Wlane - WL
Millers - ML Autograph -
AG
Crossroads -
CR
Rivers - RV Katies - KT
2. Web IM
Username: <store number>
Password: !BulletTrain990
3. Preceda
For username and password issue or account reset/unlinking; please contact
4. ICON
For username and password issue or account reset; please contact
5. KRONOS
For username and password issue or account reset; please contact
6. Click and Collect
7. If you are still facing issues accessing Email, Web IM or Click and Collect; please contact
[email protected] using one of the below subjects
Email password not working (mention the password you tried in the email message)
Web IM password not working (mention the password you tried in the email
message)
Click & Collect password not working (mention the password you tried in the email
message)
Preceda Authenticator Issue (all brands)
If Authenticator displays no code; please contact
[email protected] and request to unlink account.
Once account is unlinked; enter username and password, click sign in. You should see a
barcode, please scan the barcode by clicking on . Once account is linked; you should find
the authentication code by clicking on authenticator
If you still face issues; please email [email protected] with the below
subject
Preceda account unlinked; unable to scan barcode
No internet and phone (all brands) Problem Description:
Nothing requiring an internet connection is working. Typically, EFTPOS, memberships (CRM), email, Icon, and store
phone (Yealink) are all impacted.
Step by Step
1. Locate the Cisco (Meraki) device.
This is a black box with rounded corners that has a single light on the front.
2. Remove the (round) power plug
3. Wait 10 seconds
4. Reconnect the power plug
5. Wait about 2-3 minutes for device to boot and an internet connection attempt to be made.
6. Success will be indicated by a white or purple light. Call Help Desk if unsuccessful or see Appendix B.
Additional details
See Appendix B for more detailed information
EFTPOS issues (MARK +RBW) Problem Description
Unable to take EFTPOS payment or processing is much slower than normal
Likely cause
EFTPOS software (or one of its component parts) has stopped working correctly.
Assumptions
Internet connection failure has been ruled out. If in doubt, try testing email or phone.
Corrective action
1) On the PinPad, press Cancel + 8 keys at the same time and then release them. This will reboot the PinPad. There is no need to hold the buttons down.
2) While the PinPad is rebooting, navigate to the Windows Desktop. Hint: Windows + D keys will reveal the Desktop but there are several ways to do this.
3) Click on the red Stop traffic lights
4) Wait about 20 seconds
5) Click on the green Start traffic lights
6) Return to POS
7) Attempt to tender the sale again
One way to do this is to use Alt + Tab keys. .
e.g., Hold down Alt, briefly press Tab and then release Alt.
8) If still stuck, call Help Desk for assistance
EFTPOS issues (Noni B) If the EFTPOS is not working, try the following.
1. To restart the Pinpad, press the following buttons in sequence.
2. Press Func ❽❻ Enter
3. After a delay, the PinPad will respond with RESTART TERMINAL?
4. Press Enter to confirm.
5. When the Pinpad returns to the normal screen, the process is complete.
Next you should attempt a bank logon. Look for the white C icon in the bottom right of the screen (called the system
tray). It’s shown below with a green spot but you may see a read or even yellow spot. Double-click on this icon.
Next click on Ctrl Panel
Click on Logon
The response should be INIT APPROVED, indicating that EFTPOS is available. If this does not appear or if the Logon
button is greyed-out, contact Help Desk for assistance.
EOD – still running or won’t start Problem Description
EOD attempted but Y never appeared on screen
Likely cause
Not all transactions flagged as sent to head office
Corrective action (assuming that reports printed OK)
1) Ctrl-Alt-Z Close ISP Hint: Press Clt-Alt-Z keys at the same time
2) Ctrl-Alt-Z Close DFEP
3) Wait 20 seconds
4) Ctrl-Alt-Z Open DFEP Hint: If you try too soon Ctrl-Alt-Z won’t work until you wait longer
5) Ctrl-Alt-Z Open ISP
6) EOD EOD OK
7) After about 45 seconds, the Y to proceed screen should
appear. If so, you are done. Otherwise, continue to next step.
8) Ctrl-Alt-Z End Session Note: Pressing the down cursor key will make this option visible
Hint: This logs you out of Windows. Pressing Ctrl-Alt-Del and Logoff will achieve a similar result.
9) Logon to Windows (currently no password)
10) After about 45 seconds, the Y to proceed screen should appear. If successful, go to Step 14. If
unsuccessful continue to next step.
11) Ctrl-Alt-Del Power Icon Restart
12) Ctrl-Alt-Z Open ESP
13) EOD EOD Cancel
14) Switch to POS (Hint: Close/open POS if unsure)
15) POS Online status should now be showing, if so, you are done and will be able to sign-on using your
code, otherwise, contact Help Desk for additional troubleshooting.
Sales function is temporarily disabled Problem Description
Unable to logon to Magic POS
Likely cause
Previous EOD was not flagged as finalised
Corrective action (assuming that reports printed OK)
1) Ctrl-Alt-Z Close ISP
2) Ctrl-Alt-Z Open ISP
3) EOD EOD Cancel
4) Switch to POS (or open POS using Ctrl-Alt-Z Open POS)
5) POS Online status should now be displayed, and you should be able to sign-on using your code.
6) If so, you are done. Otherwise, continue to step 6
7) Ctrl-Alt-Z End Session
Note: Pressing the down cursor key will make this option visible
Hint: This logs you out of Windows. Pressing Ctrl-Alt-Del and
then Logoff will achieve a similar result.
8) Logon to Windows (currently no password for most stores)
9) If after everything has fully loaded, if the POS Online status has returned and you can sign-on, then you are
done. Otherwise, contact Help Desk for assistance.
Docket/receipt printing issues Most models have a power switch. Try switching the printer off for 10 seconds before switching back on.
If the error light comes on (or flashes), this is usually a paper issue. Try the following.
1) Switch the printer off
2) Open the lid
3) Remove the paper
4) Switch the printer on
5) Reinstall the paper, leaving a little of it hanging out
6) Close the lid
Contact Help Desk if further assistance is needed.
Printing blank
Try removing the paper roll and rotating it 180° and return to printer, leaving a little paper hanging out.
Cash drawer not opening (Only Rivers) Problem Description
Upon finalising a cash sale, the draw did not open. The cash drawer is a Posiflex branded unit.
Cash drawer identification and location
Corrective action 1 – Power-cycle drawer
1) Remove power plug from power socket (at rear of the cash drawer)
2) Follow the (fixed) USB cable to the POS and unplug from POS
3) Reconnect the power plug to the power socket
4) Reconnect the USB cable at the POS.
Corrective action 2 – Check power connection
1) Follow power plug to power points (or power boards)
2) Unplug from power point
3) Wait 10 seconds
4) Reconnect to power point
Yealink (IP Phone) Phone not working
Locate the W60B unit.
1. If there is a round cable, remove it and leave it disconnected (as this cable is not required)
2. Unclip the network cable and disconnect it
3. After 10 seconds, reconnect the network cable
4. After approximately two minutes, three green lights should be showing, indicating that the phone line is
ready. If not, contact Help Desk.
Ringer volume
You can press ◄ or ► to adjust the ringer volume when the handset is idle or ringing.
Speakerphone
You can press 🔈 to switch from earpiece to speakerphone mode. Be sure to advise the other party before using
speakerphone mode (as customers may be able to hear the conversation).
Appendix A - Equipment Identification POS computers
DigiPoS Retail Blade
DigiPoS Retail Blade (cover removed)
DigiPoS Retail Active
DigiPoS Retail Active (cover removed)
HP Prodesk 800 G6
HP Prodesk 600 G6
Lenovo M720q (Tiny)
Lenovo AIO (E73z)
Lenovo AIO (V510z)
Docket/receipt printers
Epson T82IIIL
Epson T20
Epson T88V
Epson H5000II
NCR
DigiPoS
WP-T800
A4 Printers
Fuji Xerox M225z
Brother MFC-2700DW
Brother MFC-2710DW
Samsung M2070
Cash Drawers
DigiPoS
Posiflex
Network
Cisco Meraki
One Access (router)
StarTech (switch)
NetComm Wireless (4G)
Cisco ATA
Aruba WAP
Yealink W60B
EFTPOS
Quest
Ingenico (ANZ branding)
Quest Power (older type)
Quest power (newer type)
Barcode scanners
Honeywell
Symbol
Power adapters
Digipos (also UMEC & EDAC types)
Epson
Cisco ATA
NetComm Wireless
Lenovo
Quest Power (older type)
Quest power (newer type)
Cables
VGA
DVI
HDMI
Ethernet
Power (IEC)
Power (Cloverleaf)
Quest EFTPOS (USB)
USB Printer
Appendix B – Cisco Meraki in detail Internet router identification and location – Cisco Meraki (Z3C)
The Cisco Meraki is the box enabling the internet connection at most stores. It is a black rectangle with rounded
corners. It has the word Cisco stamped into the metalwork on top. This may be partially obscured by a white label
with some black writing stuck on the top by TPG (as shown below). It is often placed on top of the One Access box
(as shown below) and is commonly under the sales counter but may also be in a wiring closet at the rear of the store.
Visual indications:
The single front light changes colours to indicate the connection status.
Colour Indication
No light No power
Solid Orange No cloud/internet connection
Rainbow colours Attempting to connect
Solid White Online with NBN connection
Solid Purple Online with 4G (failover connection)
Note: A solid white light does not necessarily indicate a good connection for our purposes.
Corrective action (if internet is down):
Remove the power plug from the power socket. Wait 10 seconds, then reconnect the plug.
Confirmation:
Once power is reconnected, the front light should cycle through rainbow colours for a couple of minutes, after which
please note the solid colour it stops on.
No light would tend to indicate no power. Please follow the power cord back to the power points or power boards
and confirm a good connection. Contact the Help Desk if unsuccessful.
An orange light indicates that you still have a problem with the internet connection and will need to contact Help
Desk.
White or purple lights indicate that an internet connection is available. If the POS still is not working for functions
requiring an internet connection, contact Help Desk for further assistance as the problem may be more complicated
to resolve.
Note: The light may be temporarily stop on red. This is usually only temporary before a second connection attempt
(which is indicated by the resumption of the rainbow lights).