MYOB RetailReady. Technical Support Hardware Troubleshooting Guide. MYOB Australia. Created by Wayne Pavey Last modified 10 /01/06

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1 MYOB RetailReady Technical Support Hardware Troubleshooting Guide MYOB Australia

2 Contents Background... 3 Troubleshooting a Barcode Scanner... 4 Barcode Scanner FAQs... 5 Troubleshooting your Docket Printer... 6 Installing the Posiflex PP-7000III USB docket printer... 7 Docket Printer FAQs Troubleshooting your Cash Draw Cash Drawer FAQs Locating the serial number for Posiflex hardware Docket Printer Cash Drawer Barcode Scanner RetailReady Technical Support Hardware Troubleshooting Guide Page 2 of 16

3 Background This document is the official troubleshooting guide for the Retail TSR area when supporting Retail Hardware. Currently, Retail Hardware is available to customers in three forms; RetailReady RetailBasics to RetailReady upgrade RMP hardware bundle RetailReady hardware bundles include both a serial (no longer available for sale) and USB version. Items specific to each bundle include; Serial hardware bundle Posiflex CD2860 PS/2 Keyboard Wedge Hand Held Scanner Posiflex CR3100 Cash Drawer (connected to serial printer) Posiflex PP7000 Thermal Docket Printer USB hardware bundle Posiflex CD3830 USB Hand Held Scanner Posiflex CR3100C Cash Drawer (connected to USB printer) Posiflex PP7000 Thermal Docket Printer When dealing with RetailReady hardware issues, the steps in this guide must be adhered to. Once all troubleshooting steps have been covered, an escalation can be actioned. ~~ Information regarding the technical support escalation process can be found in the flowchart located at; \\Fsmel01\Departmental\Technical Support\Retail\Harlem\RM Procedures\RetailReady Procedures & Hardware Troubleshooting\RetailReady TSR Support Procedure.PDF ~~ RetailReady Technical Support Hardware Troubleshooting Guide Page 3 of 16

4 Troubleshooting a Barcode Scanner Posiflex CD2860 PS/2 Keyboard Wedge Hand Held Scanner Posiflex CD3830 USB Hand Held Scanner If the barcode scanner does not work in RetailBasics, follow the steps listed below; Test the scanner in the hardware maintenance of RetailBasics Test in notepad Ensure scanner is plugged in correctly (for keyboard wedge) Try other USB ports Turn off the computer. Unplug power cord, barcode scanner & keyboard and plug back in (for USB plug barcode scanner back in after computer has restarted) RetailReady Technical Support Hardware Troubleshooting Guide Page 4 of 16

5 Barcode Scanner FAQs Q. Can I use my keyboard wedge scanner if I do not have a PS/2 keyboard? A. Yes you can, the barcode scanner has an ability to operate just like a keyboard. This functionality is called Notebook mode and can be configured by: 1. Scan the Start Configuration barcode on Pg 12 of scanner user guide 2. Scan the Enable barcode for Notebook Function on page Scan End Configuration on page Scan Same Parameters on page 12 If after configuring your scanner still does not work, turn off computer and plug in PS/2 keyboard, then start computer, wait until it loads, if both devices work. Turn off computer and remove PS/2 keyboard and plug scanner directly into PS/2 slot. Q. I do not have a PS/2 port on my computer; can I use my keyboard wedge scanner? A. Check to see if you have any USB ports available if you do, you may want to purchase a PS/2 to USB converter. It is suggested that a USB-004 type converter is used. RetailReady Technical Support Hardware Troubleshooting Guide Page 5 of 16

6 Troubleshooting your Docket Printer Posiflex PP 7000 Thermal Docket Printer. Included with the docket printer is a Serial or USB cable (as per below), power adapter and power cord. Serial USB If the docket printer does not work in RetailBasics follow the steps listed below; Test the docket printer in the hardware maintenance of RetailBasics. Turn printer off, and back on Check Paper out & Error light on printer Check if correct COM port is selected Perform a self test Check advanced settings in RetailBasics to ensure the port setting are as follows: o Baud Rate: o Data bits: 8 o Parity: None o Stop Bits: 1 o Flow Control: Hardware DSR Check Windows port settings so they match above Install a generic text only printer driver and try printing a test page Ensure printer is plugged in correctly and connected to the specified COM port Try connecting printer to another port Remove any other printer drivers within windows that are connected to that port Unplug the printer from the computer, delete COM port from device manager, reboot the computer, plug printer into computer. o for serial printers start troubleshooting checks again o for USB printers install the new hardware device in windows again RetailReady Technical Support Hardware Troubleshooting Guide Page 6 of 16

7 Installing the Posiflex PP-7000III USB docket printer 1. Before connecting & installing the docket printer, disconnect the computer from a network. This can cause major delays when windows attempts to search for available drivers. As soon as the driver installation is complete, the computer can be connected to the network again. 2. Connect the printer power supply 3. Insert the Posiflex Drivers CD that came with the printer Select Take no action and click OK RetailReady Technical Support Hardware Troubleshooting Guide Page 7 of 16

8 4. Connect the printer USB cable 5. If the following Welcome to the Found New Hardware Wizard appears, select No, not this time and click Next. Otherwise go to step Select Install from a list or specific location (Advanced) and click Next RetailReady Technical Support Hardware Troubleshooting Guide Page 8 of 16

9 7. Select Search for the best driver in these locations. Check Include this location in the search (ensure the option to Search removable media is not selected) and click Browse Navigate to the following location D:\Drivers\PP\PP7KII-USB (where D:\ is the drive letter for the CD-ROM) RetailReady Technical Support Hardware Troubleshooting Guide Page 9 of 16

10 Click OK, then Next 8. The hardware wizard will then install the drivers as required RetailReady Technical Support Hardware Troubleshooting Guide Page 10 of 16

11 9. Once complete the following screen will appear, click Finish 10. On occasions, Windows may also require drivers to be installed for the USB Serial Port. If you encounter this wizard, please follow the same instructions for installing the printer (steps 6 9) 11. Once the drivers have been installed, the printer will appear in Device Manager as a COM port RetailReady Technical Support Hardware Troubleshooting Guide Page 11 of 16

12 The printer has been installed successfully and is ready to use in Retail POS. Notes: Windows will automatically assign the next available COM port number that is in use or assigned to another device When the printer is switched off or unplugged, it will not appear as an active COM port through device manager To uninstall the device from the system, highlight the printer/com port in device manager, hit the Delete key and confirm the message that appears RetailReady Technical Support Hardware Troubleshooting Guide Page 12 of 16

13 Docket Printer FAQs Q. What size with the paper roll for the printer? A. The printer roll is 80ml. Q. Each time I print the error light appears on the printer? A. First thing to do would be to turn off and do a self test on the printer. If it still occurs it could mean that the paper you are using is too small for the printer, i.e.; is less that 80ml. With the printer you would have received a little plastic stopper, place this stopper between the printer roll and the side of printer and should eliminate error. Q. I receive the paper out light before the roll is finished, why does this happen? A. It is normal to have a little bit of paper at the end of each roll, this is a normal precaution pre set in docket printers to prevent damage to the rollers. Q. My dockets do not have anything printing out on them? A. Being a thermal printer, the paper must be loaded correctly. Any easy way to check is to feed the paper through and scratch the paper, if the paper is loaded correct a black mark will appear. RetailReady Technical Support Hardware Troubleshooting Guide Page 13 of 16

14 Troubleshooting your Cash Draw Posiflex CR3100 / CR3100C Cash Drawer This particular cash drawer is designed to plug in via the docket printer rather than connecting to the computer itself. If the cash drawer does not work in RetailBasics follow the steps listed below: Test the cash drawer in the hardware maintenance of RetailBasics Check that the cash drawer connection is cash drawer connected to docket printer Test the printer to ensure this is working Check paper out & error light on printer Turn printer off and do a self test Ensure printer is plugged in correctly between docket printer and cash drawer Ensure the hex command to open the cash drawer is 1B RetailReady Technical Support Hardware Troubleshooting Guide Page 14 of 16

15 Cash Drawer FAQs Q. My cash drawer opens sometimes and other times it doesn t, what could be causing this? A. This can occur for a number of reasons, most common cause is that the Signal cable is faulty or the connection is dirty or faulty. You can also try strengthening the command sent to the cash drawer by placing 32 at end of command. Q. I can hear my cash drawer clicking but the drawer is not opening, what is wrong? A. Most common reason for this is that the cash drawer is set to the lock position, which can be done with the key. Unlock by moving the lock to the left. Another reason why this can occur is if there is too much money in the drawer and it is too heavy. Q. Can I get replacement keys for my cash drawer? A. Yes. A four digit number appears on the bottom of the cash draw. We will pass this onto the hardware supplier on your behalf and they will be in contact to arrange replacements. There may be costs involved. RetailReady Technical Support Hardware Troubleshooting Guide Page 15 of 16

16 Locating the serial number for Posiflex hardware In some instances while on a call you may find that the hardware from the RetailReady bundle is either faulty or dead on arrival (DOA). When completing the RetailReady hardware escalation stationary you need to provide the hardware serial number with the to product specialists. The following information explains how to find the product serial number for the hardware: Docket Printer Turn the printer upside down so you can see the bottom of the printer Find the barcode label Below the barcode label you will see: o S/N: PP (This is the serial number) o N3633 is NOT the serial number Cash Drawer Turn the cash drawer around so you can see the back of the drawer Find the barcode label Below the barcode label you will see: o S/N: CR4B1221 (This is the serial number) o N3633 is NOT the serial number Barcode Scanner Turn the barcode scanner upside down so you can see the bottom Find the barcode label Below the barcode label you will see: o S/N: CD (This is the serial number) o N3633 is NOT the serial number RetailReady Technical Support Hardware Troubleshooting Guide Page 16 of 16