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Team
Howard Digital Dining FAQ
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1. |
Q: |
What version of Digital Dining am I Running? |
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A: |
You can check your version in several ways. If you are in the office,
open the Back office Program. The version number is located in the top
left corner of the window. If you are at the point of sale...double-touch
the bottom blue bar (where the time is located.) The time will change
to the version number. |
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2. |
Q |
All of my credit cards are declining. How do I
reset/restart the Credit Card Server on Digital Dining? |
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A: |
Internet
Credit Cards: First check to see if you internet is working. Double
click on Internet Explorer. If it is not on your desktop go to Start-->All
Programs-->Internet Explorer. If it loads the home page (this verifies
that your internet is working) then restart your credit card server. Hold
CTRL + ALT, then hit the DEL key on the keyboard. Click on TASK MANAGER.
On the next screen, click once on DDCDSRV1 (to highlight it in blue.)
Then click on END TASK. You may now close the Task Manager window. Now,
click on START > PROGRAMS > STARTUP > DDSTART (or DDCDSRV1, depending
on your version of Digital Dining.) Wait about 30 seconds, then test a
Credit Card. If you are still having problem, contact your Credit Card
processor. If everything is good with your credit card processor call
Team Howard for support. If your internet is not working call your internet
service provider.
Dial up (DATACAP Modem) Credit Cards: Typically, your credit
card server is running in the Office. Go to the PC. Hold CTRL + ALT, then
hit the DEL key on the keyboard. Click on TASK MANAGER. On the next screen,
click once on DDCDSRV1 (to highlight it in blue.) Then click on END TASK.
You may now close the Task Manager window. Unplug the black power cord
from your DATACAP modem for a few seconds, then plug it back in. Make
sure you have a red power light on the front of the modem. Now, click
on START > PROGRAMS > STARTUP > DDSTART (or DDCDSRV1, depending
on your version of Digital Dining.) Wait about 30 seconds, then test a
Credit Card. If you are still having problem, contact your Credit Card
processor. If everything is O.K. on their end, contact Team Howard for
support. |
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3. |
Q: |
My credit cards are working on all of my stations
except one. How can I check my Credit Card Swipe? |
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A: |
Trace
the cord from the Credit Card Swipe to the back of the station. Unplug
it by pulling straight back. Plug it back in, making sure you put it in
the KEYBOARD or USB port (depending on the model), not the MOUSE port
(the keyboard port is typically PURPLE, the mouse port is typically GREEN)
Make sure you have a green light on the swipe. (If you don't, the swipe
is probably bad...call Team Howard support) If it still doesn't work...try
cleaning the magnetic reader. If you don't have a cleaning card, wrap
a moist towelette around a regular credit card and run it through the
reader a few times. If it still fails, call Team Howard support. |
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4. |
Q: |
Nothing is going to any remote printers.
What do I do? |
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A: |
Most likely, your "Print Server" isn't running on your File
Server (typically located in the office.) Go to that computer, and check
the task bar. You are looking for a program called "Digital Dining
Print Server." If you don't see it, click on START > PROGRAMS
> STARTUP and then click on "DDSTART" or "Digital Dining
Print Server" (depending on your version of Digital Dining) This
will restart the print server. If the server is running on the task bar,
click on it, then close it (by clicking on the X in the top right corner.)
Follow the directions above to restart the print server. |
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5. |
Q: |
I have one printer that is not printing. What
do I do? |
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A: |
First,
check the obvious. Does it have paper? Is there an error light blinking?
Is the power light on? Check all of your connections, and then reseat
them (unplug them, wait a few seconds, then plug them back in.) To fix
any paper jams, ribbon jams, or perform a self test use the instructions
here
(Depending on your printer, all instructions may not be applicable). Do
this on the printer, then follow the cables and do the same on the other
end. Turn off the printer, pull out the paper, put it back in and turn
the printer back on. Send a test order to the printer. If it still doesn't
print, switch printers with one that you know works. Send orders to both
printers. If this doesn't fix the problem, at least you will know if the
problem is in the printer, or the data line. Call Team Howard for support,
and we'll be glad to help! |
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6. |
Q: |
I'm getting an error on my station that says I'm
logged in somewhere else. I've checked all other stations and I'm not
logged in. Why is this happening and how do I fix it? |
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A: |
More
than likely, you had a station that was improperly shut down while someone
was logged in. Digital Dining thinks that the server or bartender is still
using that terminal. There are 2 ways to clear this message. If you are
near a POS station, log in with a Manager ID, click on Register Options,
and then RELEASE SYSTEM LOCKS. This will clear that message and the employee
will be able to log in. If you are in the office, or don't have that Register
Option, click on the CODEBASE SERVER (it's running on the task bar.) Click
on the EXIT button and confirm that you wish to shut the program down.
It will restart on it's own, when needed. The employee will now be able
to log in. |
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7. |
Q: |
I'm getting a box on one POS station asking for a
data path. What do I do? |
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A: |
If
the error box is yellow and there is a line under the data path box that
says "Automation Manager is not running," go to the File Server.
Click on START > PROGRAMS > STARTUP > AUTOMATION MANAGER. This
should allow the station to load into the POS program. If you don't see
that line, or the error box is red, shut the station down. Look at the
back of the station. Try and find your data cable (it looks like a wide
phone cord, seen to the right.) Unplug it. Then plug it back in. (make
sure it clicks into place.) Trace the cable back to where it plugs into
the wall and do the same thing. Reboot the station. If this doesn't fix
the problem, call Team Howard for support. |
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8. |
Q: |
I'm getting a box on all my stations asking for a
data path. What do I do? |
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A: |
If
the error is on all of your stations, you are probably having a problem
in your office. Check the File Server (the Main computer, usually located
in the office.) Make sure it is on, and logged in. Make sure AUTOMATION
MANAGER is running on the task bar. If not, click on START > PROGRAMS
> STARTUP > AUTOMATION MANGER. Also, make sure the server is not
locked up. If it is. Shut it down (by clicking on START > SHUT DOWN
> RESTART, or hold the power button in until it turns off.) Boot the
server back up, and log in. Also check your switch (it's a small box with
a bunch of wires plugged into it, and green lights on the front. A sample
is seen to the right.) Make sure the switch has power. You can unplug
the black power cord from the back and plug it back in. Make sure the
lights come back on. Once you have done this, reset each POS station.
If you are still getting the same error, call Team Howard for support.
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9. |
Q: |
I need to add a special to the menu for tonight. What's
the easiest way to do this? |
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A: |
The
easiest way to add any menu item is to copy an existing one. To do this,
go to the backoffice program and click on MENU > MENU ITEMS. Click
on the FIND button and look up a similar item (if you are adding an entree,
look up another entree, if you are adding an appetizer, look up an existing
appetizer, etc.) Once you have that item on the screen, click on the ADD
button on the top of the window. Type in the name for your new item and
set the prices. Typically, that's it! (you may want to check the Windows
tab and double-check what modifiers you are prompting for, make any changes
if needed.) When you are done, click SAVE and EXIT. Your new item will
show up in the same window as the one you copied. |
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10. |
Q: |
My office reports are coming up short. What's
wrong? |
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A: |
Usually,
you're filtering out data that you shouldn't be. Pull up the report in
Q:. Click on the DEFINE button. Check the tabs for *ASTERISKS* next to
them. (The asterisk means data is filtered out on that tab.) Click on
any tab that has asterisks and see what is EXCLUDED. If it shouldn't be,
double-click on it to INCLUDED that data in the report. Also check the
main tab for your time, server, and cashier ranges. Typically, they should
be set to 1-9999. If they are not, correct the ranges. When you are finished,
click on SAVE and EXIT. Rerun the report. If you are still off, call Team
Howard for support. |
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11. |
Q: |
How do I find what my
IP Address is? |
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A: |
Click on Internet Explorer. If it is
not on your desktop go to Start-->All Programs-->Internet Explorer.
In the address bar type in
www.whatismyip.com or click on the link above. |
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12. |
Q: |
Suddenly all of my computers are beeping, what is
it? |
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A: |
The
most likely cause is the electrical circuit that supplies AC power to
the POS system is off or having a problem.
WARNING: DO NOT UNDER ANY CIRCUMSTANCES PROCEED TO troubleshoot ELECTRICAL
PROBLEMS. PLEASE CALL A PROFESSIONAL, LICENSED ELECTRICIAN FOR HELP.
It is actually the battery backups that are beeping. Battery backups
beep when they are getting no power. Time is of the essence when your
POS system looses power. You should immediately tell your servers and
bartenders to print out all their open checks/tabs. Battery backups will
supply power to the POS system for a limited time so perform that task
quickly. After all checks have been printed you can manually start to
properly shutdown your POS terminals and the back office server.
Once power has been restored turn the back office server on first. After
the file server has fully loaded (desktop is on and all associated Digital
Dining programs have loaded), power on all the POS computers, touch screens,
and printers. |
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13 |
Q: |
At one of my computers I hear a beeping noise, what
is it? |
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A: |
The
most likely cause is the battery backup unit that supplys power to the
computer is not getting any power from the outlet it is plugged into.
Determine whether or not there is power going to that outlet. Is there
anything else plugged into the outlet? Does it have power? If the battery
backup is the only thing plugged into the outlet, find a small device
that you could plug into the outlet to determine whether or not power
is present.
If there is no power; check the breakers in your service panel to see
if any breakers have tripped. WARNING: DO NOT UNDER ANY CIRCUMSTANCES
PROCEED TO troubleshoot ELECTRICAL PROBLEMS. PLEASE CALL A PROFESSIONAL,
LICENSED ELECTRICIAN FOR HELP.
Once power has been restored the beeping should stop.
If there is power in the outlet; your battery backup may be having a problem,
you should remove the battery backup from the POS system. Do not just
unplug it! Properly shut down/off any computer components that are plugged
into the battery backup unit, after all components have been properly
shut down/off then you can unplug the battery backup unit from the wall.
Now take all the components AC cords that were plugged into the
battery backup and plug them directly into the wall outlet.
Call Team
Howard to have the battery backup unit replaced. |
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14 |
Q: |
What should I do if we have a total power outage? |
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A: |
Our
advice at Team Howard is simple; when power goes out to the entire building,
unplug from the outlets any and all property that you can't afford to
replace or repair.
Call the power company and let them know the situation. Most equipment
that is damaged during a power outage is not damaged when power goes out
but rather when power comes back on. That is why we recommend you disconnected
the AC cords from the wall. We also recommend waiting a few minutes after
power has been restored before you begin plugging devices back
in.
Remember: damage to your equipment from power outages is not covered by
warranty or any support services agreement that you may have in place.
Take all necessary precautions to protect your investment. You should
develop procedures and training so that all of your employees know what
is expected of them when power outages occur. |
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Q: |
What can I use to clean the touch screen? |
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Any
standard glass cleaner (non-ammonia based) can be used to clean the touch
screen. Always spray the glass cleaner on the cloth or towel and then
clean the touch screen. |
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16
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Q: |
How can I remove scratches from my screen? |
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We
know of no proven way to remove a scratch from a touch screen. Any attempt
to polish the scratch out of the screen will also remove your touch screen's
hard coat, leaving it exposed and vulnerable to more extensive damage.
Your best solution for a bad scratch is to cover your screen with one
of the commercially available or homemade screen protectors, or if only
the input area is affected, try using Scotch-brand 811 removable tape
over the area. |
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Q: |
Should I use RainX or Armor All, or car waxes
on my screen? |
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In
our opinion this is not a good idea. While the chemical resistance tests
indicate that it is not likely to do any direct harm, it is also not likely
to offer much of a benefit. None of these treatments will be able to exceed
the protection characteristics of your screen's hard coat. Keep your screen
clean and us a proper stylus to protect the hard coat for maximum screen
life. |
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Q: |
How should I clean my handheld touch screen? |
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The
front surface of your PDA touch screen should be kept free of dirt, dust,
fingerprints and other foreign materials. Abrasive materials will scratch
the front surface of your touch screen, impairing visibility and input
accuracy. We recommend that you use a clean, damp, nonabrasive cloth towel,
and any commercially available window cleaner, to regularly clean the
surface.
The cleaning solution MUST be applied to the cloth and NOT directly to
the screen. Most screens have air vents around the edges and are NOT designed
with water tight bezels. Fluid may get behind the screen if it is not
cleaned properly.
We suggest first gently blotting the screen without any rubbing action.
This will pick up most loose particles so they will not be rubbed into
the screen. After blotting, turn to a clean area of the cloth and gently
rub until the screen is polished clean and dry. Pay particular attention
to the edges and corners of your screen where dirt can hide. Even if you
use a screen protector product over your touch screen, you should still
clean it regularly. This will extend the protector's life and protect
your stylus from contamination or unnecessary wear. |
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19.
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Q: |
Can I use a pen, pencil, or other sharp object
to touch the touch screen? |
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A: |
Only
use the stylus for the handhelds. For the other touch screens it is recommended
to use your finger, but it is ok to use the flat end of a pen or eraser
end of a pencil. Do not use any sharp objects to touch the touch screen
as this may cause damage. |
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| 20. |
Q: |
The cash
drawer is not opening. |
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A: |
Use the cash drawer key to manually
open the cash drawer as needed while troubleshooting, you also may consider
removing the cash till entirely while you troubleshoot the problem.
All cash drawers on a Digital Dining system are connected
to the local printer. The printer has a connection on the back that is
labeled “DK”, DK stands for Draw Kick. If the cash drawer
fails to open it is most likely the printer connection or the printer
itself is having a problem. First establish that the printer is working
correctly. Does the printer have paper? Without paper the drawer kick
will not function. To test the printer, perform a printer self test.
SELF TEST (EPSON PRINTERS)
1. Power off printer
2. While holding down the paper feed button, power printer on
3. Printer will print an initial print test, which prints the printer
set ups (approx 6” of paper)
4. The error light will start blinking, press the paper feed button again,
the printer will print an extended print test, when completed, the error
light will turn off
Once you have determined the printer is OK, proceed
to check the connections. Locate the cable coming from the cash drawer
(there is only one cable). Follow the cable to the printer; examine it
for any damage that may be causing the problem. If the cash drawer cable
is plugged into the printer, disconnect it and reconnect the cable. Test
the cash drawer with the “No Sale” function.
If the cash drawer did not open, did you hear a click?
The click you should hear is the cash drawer solenoid firing.
If you do hear a click but the drawer does not open
you may have one of two conditions; the first condition may be that the
cash till (the till holds the money) inside the cash drawer may have too
much stuff underneath it making it sit higher than normal in the cash
drawer, so high that the till pops up once the cash drawer is closed and
catches the cash drawer itself and will not allow it to open. If this
is the case you just need to remove the stuff under the till once you
get the cash drawer opened. To get the cash drawer open you need to push
the till down as you attempt to open it. You can try to open the drawer
with butter knives (or similar flat objects). Simultaneously insert two
butter knives (at a slight upward angle) into the “upper”
opposite corners of the cash drawer and slowly slide them towards each
other (the middle). Quite often the knives (if inserted properly) will
sit on top of the till and force it down, opening the cash drawer in the
process as you slide them towards the center.
The 2nd condition may be the cash drawer solenoid
is damaged, call Team Howard for service.
Bear in mind that cash drawers are an easy item to
self-swap. Team Howard can overnight you a new cash drawer, you could
replace it yourself and save labor charges. If you decide to do that,
use a phillips screwdriver to remove the bottom of the broken cash drawer
to remove the cash till. You may even see what is causing the problem
and be able to correct yourself.
GOOD ADVICE: have an extra set of cash drawer keys
available in an emergency. Every site receives two cash drawer keys per
cash drawer; do not store them together. Label the keys as cash drawer
keys and note the location if you have more than one cash drawer on site.
Cash drawer keys are available from Team Howard for $10 each. To order
keys we need to know the markings located on the key lock of the cash
drawer. IE: 201, 226 etc. |
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| 21. |
Q: |
The mouse
on my computer is not responding. |
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A: |
First check your connections.
A note regarding mouse connectors; there are
two types of connectors, PS2 or USB. The PS2 is a small round connector,
the USB is a small flat style connector.
A mouse with a PS2 type connector (small round connector)
is usually color coded, be sure it is plugged into the correct port. There
is only one port for the PS2 style mouse. If the mouse is not colored
coded, look carefully at port as it should be labeled as the mouse port.
BEWARE.. the keyboard port is typically located next to the mouse port
but they are not interchangeable, do not plug the mouse into the keyboard
port. Bear in mind, if you have the PS2 style connector and discover that
it is not plugged in, you will have to reboot the computer after you plug
in into the mouse port. The PS2 mouse has six small pins in the connector
and can only be inserted one way, so be careful when you plug it in. DON’T
FORCE IT. If you bend or break any pins the mouse will not work.
A mouse with a USB style connector can be plugged
into the computer without the need to reboot. A USB style mouse can be
plugged into any available USB port. A USB connector does not have any
pins, BUT there is a top and bottom. If it doesn’t slide into the
USB port, reverse the USB connector.
GOOD ADVICE: have a backup mouse available. They are
only $10 from Team Howard |
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| 22. |
Q: |
How
do I change the menu out list from the backoffice? |
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A: |
To remove an item that is
already there:
1 Sign into backoffice
2. Select Menu -> Change Item Out List
3. Highlight the menu item you want to remove
and hit the delete key on your keyboard.
To add to the item out
list:
1 Sign into backoffice
2. Select Menu -> Change Item Out List
3. Click the ... button
4. Click on the item you want to add.
5. Input the number you have left to the right
of the name and click save |
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| 23. |
Q: |
How
do I check if my batch went through? |
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A: |
There are different
ways to check if your Credit Card batch went through:
1: Open Digital Dining Backoffice.
Go to Register Reports.
Go to Process Credit Card Batch Report.
Go to Summery report.
Select the day you wish top view.
2: Open Digital Dining Backoffice.
Go to Utilities.
Go to Process Register.
Process through yesterday.
*NOTE* Do not process any day
that needs to be changed. Once processed you can't change ANYTHING on
that day. Do not process today. |
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| 24. |
Q: |
How
do I process my registers? |
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A: |
Open up Digital
Dining Backoffice.
Go to Utilities.
Go to Process Register.
Select ok if the date displayed is before today
*NOTE* Do not process any day
that needs to be changed. Once processed you can't change ANYTHING on
that day. Do not process today. |
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25. |
Q: |
How
do I batch my Credit Cards manually? |
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A: |
Open Digital Dining
Backoffice.
Go to Utilities.
Go to Process Credit Cards.
Select the date you would like to batch.
Press Next Step. |
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26. |
Q: |
I
cannot understand my Profit Center Report |
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A: |
Click Here
for a detatiled profit center report with explanations |
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