Billogy

Fuel Station

Pinpad

Scale

100

All pumps are grey, cannot sell fuel

Emergency Stop

100

Tamper Alert Detected

Sign onto VHQ
On the right hand navigation menu, select Device Management, Manage Alerts and Alert History
On the serial number column, use the filter to search for S/N of PIN pad with issue.
Check the Received Date and Alert Type. If the device is showing Device Tampered with a current date then this PIN pad will need to be replaced, RTI should be dispatched. If not, check the PIN pad for admin failure message.

(KB0011147)

100

What is the ** PROBLEM Host Alert: ds00xxx-xx is DOWN ** email

Single Host Down

Step 1: Have the store verify the Pi has power. On the front of 99% of the pi cases in use, there should be two lights on the left side, and two lights on the right side. If any of these are lit, the pi has power. In the last 1% of cases however, there are only two lights on one side. In this case, you will not be able to tell if there is power, and will have to move on to step 2.
Step 2: Reset the power
Step 3. If still no power to the DS Pi, check list of DS Pi stores and locate the MAC Address:
- https://gitpost.ingles-markets.com:8086/ds-pi/ https://gitpost.ingles-markets.com:8086/ds-pi/
- - User: helpdesk
  - Pass: helpdesk
- Take the MAC for the pi in question, and email it to the NOC with the request to see if they detect any issues with that MAC authenticating, signal issues, etc.
If NOC sees no issues with the Pi, then contact the Unix Admins and let them know that the network isnt coming up on the DS Pim and we need that pi reprovisioned for ISS install.
When the pi comes back online, you should see an email alert come in with the subject: ** RECOVERY Host Alert: ds00xxx-xx is UP **
The recovery email can theoretically take up to 5 minutes to come in, as checks from the monitoring pi occur on a 5 minute cycle.

(KB0011364)

100

Unplug the pinpad cable from the brick

100

Hobart Scale asks for a Secret ID

Bypass Secret ID

Have the person find a pin or paperclip
Have them look for a small hole under a screw on the side of the scale (reference image Below)
Insert the paper clip or pen into the little hole under the screw on the side of the scale
it should allow them to bypass the Secret ID now.

(KB0011350)

200

Cannot sell products inside (product not found)

Connect to the site using Site Communicator
Choose Prompt from the middle column on the right
Navigate to the C:/ICS/FILEFIXES
Type the command: run Fixibm.bat and press enter
When asked "Are you sure you want to run this application? answer Y and press enter
The requested bat file will be run and you will need to verify that the issue is resolved

(KB0010688)

200

What is a 7 load and what does it do?

Loads the terminal storage to the lane

(KB0011128)

200

Pi picture is showing but pi is offline

If the monitoring pi sends alerts saying a DS Pi is down, but the store reports the pi is up and showing the correct image:
Every night between 01:00 and 05:00, the DS PIs will reboot themselves if they do not detect a network connection in an attempt to corect the issue. If the pi is still showing down after a store close, then the prblem is either the wiureless LAN controller (NOC) or the pi has lost it's wireless ship (Unix-Admins)
Reboot the pi and see if the monitoring pi shows it back up. Make sure the store does not turn off the TV and turn it back on thinking that reboots the Pi.
If this does not correct the issue, get the MAC for the pi in question from here: https://gitpost.ingles-markets.com:8086/ds-pi/?showall=0 https://gitpost.ingles-markets.com:8086/ds-pi/?showall=0
Contact the NOC and supply them with the DS Pis MAC and the store number so they can look for it attempting to connect to the WLANC. They can de-auth and re-auth to see if that helps.
If they do not show connection attempts, or it does not connect, then refer this back to the Unix-Admins and let them know the troubleshooting steps taken. We will need to reprovision a new DS Pi for installation.

(KB0011373)

200

Store's manager can put a ticket in through Verisae for any conveyor belt malfunctions.

(KB0012696)

200

Date and time are incorrect on Hobart Scale

Select ESC to Main Menu It will say “Start a Run”
Select Super Menu on/off
Select F5 scale setup menu
Select Scale Operation
Select Date and Time
Enter the current date
Select ESC to go back to Main Menu

(KB0011251)

300

Cannot sell fuel and the register will not connect. Upon speaking with the store, we discover the dd Controller is not functional.

DD MUST be acting master and file server for fuel to run off of DD. (Example: Store is having DRU Completed or CC Controller is down and unrecoverable until a tech arrives)

Running the fixeft.bat command

Connect to the site using Site Communicator
Choose Prompt from the middle column on the right
Navigate to the C:/ICS/FILEFIXES
Type the command: run switchtodd.bat and press enter
When asked "Are you sure you want to run this application? answer Y and press enter
The requested bat file will be run and you will need to verify that the store is able to process transactions.
When the store has been switched back to run using CC as acting master and file server, this will also need to be corrected on the RFC. To do this, you will run the fixibm.bat file.

(KB0010689)

300

Cord to the stylus is broken and customer has walked off with the pinpad stylus.

Styluses for pin pads are available for order at the warehouse (Item number 400101). Please take a moment and check all of the pin pads to see if they have any styluses that need to be replaced. Please only order what needs to be replaced.

To replace the stylus you will need to:
1. CAREFULLY unscrew the cable connector (save the screw) from the back on the pin pad.
2. Be aware that using excessive force can tamper the pin pad and cause it to lock down. This will have to be replaced entirely.
3. Once screw is removed connector will come off easily and new one can be plugged in.
4. Replace the screw to secure the new stylus to the pin pad.

(KB0011126)

300

my store does not have Pi 11, what can I assume from this?

Boars Head videos are on a USB stick

(KB0011348)

300

Media test failure no boot source found

Have them check the cables make sure data cable especially is plugged in to the computer and fits snugly in socket.
It the error is still present you can have them check the port on the switch to verify cable is plugged in there.
If cables are connected at register and switch and the error is still present have them reboot the register by first unplugging pin pad from Verifone brick then rebooting the register as the register is booting back up have them plug the pin pad back in the the verifone brick.

(KB0011991)

300

Hobart Scale is not communicating

Unplug the scale and plug it back in

Press ESC to Main Menu

Will say “start a run”

Super Menu on/off

F5 scale setup menu

F6 Communication Menu

F2 Network

You will see the IP address of the scale on this screen

F4 Ping an ip address

Should show the IP address already but if it doesn’t enter the address 172.020.000.137

F3 to start pinging

Will show status

ESC out to start a run and press enter to go to main menu.

(KB0010715)

400

Can't ping anything in fuel station. Station is unable to sell fuel.

Check the switch to verify that it has power

400

Pin pad / card reader is canceling transactions, giving cash back, or not giving cash back, etc what action should be taken.?

Reboot in this order:

Turn off register, unplug the power at the PIN Pad

Turn on register, plug in the power to the PIN Pad

If this does not work proceed with the following:

Re-calibration /re-calibrate the PIN Pad

(KB0011129)

400

DS Pi Boar's Head Video Is Not Playing

DS Pi 11 is the only Pi to play a video. If the video player crashes, it will need to be restarted.
Log into the monitoring pi as explained above
Under Current Status, click Services to navigate to the services page
Locate DS Pi 11, and see if the alert NRPE - OMXPlayer Running is critical (Red)
If it is critical:
- Open SecureCRT and ssh to storeftp which will open the Store Fixer Upper Help Desk Menu
- Select 0 for More options
- Select 4. Fix a DS Pi and hit enter
- Enter the three digit store number (example: store 8 would be 008)
- Enter the Pi number 11
- Have the store verify that the video is now working.
- If this does not rectify the issue, contact unix-admins to inform that this did not correct the issue.
If NRPE - OMXPlayer Running is not critical, proceed with troubleshooting steps for a blank screen as detailed above.

(KB0011375)

400

IF customer is present, void total and re-ring transaction.

IF customer is not present, delete the transaction from register.

No discounts can be taken after EBT has been tendered

400

Toledo Scale is not communicating

Unplug/plug scale

Wait for the scale to boot and then attempt to ping the scale from ePlum

(KB0010715)

500

Fuel attendant is unable to complete a transaction on the POS and you are unable to remove the line of payment.

Login to the POS using Bomgar, put the transaction on hold (you can also ask the store to place this transaction on hold)

On the RFC open up cmd

On the RFC in the cmd shell type >cd \ and press enter

On the RFC in the cmd shell type >cd ics\sales and press enter

On the RFC in the cmd shell type >del *.hld and press enter

(KB0011216)

500

Store reports all credit transactions are declining

Choose 1 IBM SurePOS AceChose R for ReportsArrow down to Surepos ACE EPS Reports.

Arrow down to Transactions Received from HostArrow up or down then press space bar to Choose Current or Old (If old is selected, count backward to the day needed, for example: three days ago should be 3.) Press tab to the Scope section. Arrow up or down and press space bar to select which option you would like. If you are not sure, choose All types and search through all.Tab to Term/Oper/Pmt Type: enter the number needed. If you are not sure, leave blankTab to Date. It is ok to leave the date far in the past and far in the future. It will display any transactions that match the criteria above between those dates. If the data displayed is not for the date needed and you selected old period, you may need to adjust the number day entered. Page Down to the date and time you are looking for.

(KB0011007)

500

This is the IP address of "HOT BAR 2" at Ingles in Black Mountain

10.11.008.167

(KB001348)

500

1- reseat the keyboard cable and press clear.

2-verify the cable has no visible damage.

3-reboot the register following standard reboot procedures.

4-once register is backup test and verify no errors

5- Request escalation to RTI to dispatch a technician

Note: This will work for both a standard keyboard and a touchscreen. For a standard keyboard one of the main problems is where the keyboard is positioned on the check stand coins, paper clips, etc. metal object get inside the keyboard housing and cause a temporary short which will show up with this error.(Keyboard case will have to be opened and objects removed---needs to be done by RTI on site)

Secondary note: a register needs 3 things to be able to boot successfully: a working keyboard, a working printer, and a good network connection. If you are missing anyone of these items your register reboot will be unsuccessful.

(KB0012527)

500

Toledo Scale has been dropped on the ground at Ingles Store #405

If you are uncertain which company handles a Mettler Toledo scale, you can call the following number: 1-800-METTLER or (1-800-638-8537). Any company with "Hobart" in their name will NOT service Mettler Toledo scales.

(KB0012890)