This article explains the common issues that can arise with the Micros POS connection and Yumpingo devices and how to go about troubleshooting and gaining support if needed.
Devices cannot access the check at all:
An issue with the Micros POS connection /Omnivore (the software that connects Yumpingo with your POS connection) will display on the Yumpingo devices with an error message "the Table selected doesn't exist" when they enter the table/check number.
As a first step, try to follow these troubleshooting steps:
- Re-enter the check number or try another: It may be that the check number was entered incorrectly or the table has been closed out.
- Check your WiFi network: The most likely disruption is due to hardware replacement or WiFi outages at the restaurant location. If you have been experiencing any network issues with other services on site then this is likely to be the cause of the issue.
- Try another Yumpingo device: The error message could be a result of an issue with the Yumpingo device itself. If you're able to pull the same bill on another device, contact Yumpingo.
If these options do not resolve the issue, then the issue lies with your POS system rather than with the Yumpingo devices. The following steps will aid in getting the location back online.
OPTION 1
Turn off the Micros System
- Using the BOH computer, locate the Micros Control Panel. Double click the icon to open the program interface. A normal system
would show green checks to show the system is online and working
- Click on the “Off” option to shut the Micros system safely down. The icons will turn yellow while the system is shutting down. At this stage, please wait for the icons to turn red before proceeding further.
- Once the Micros control panel is showing red “x” on the restaurant and database, you can shut down the server.
- You are now ready to shut down the Micros server and turn off the computer. Click on Start and select Shut Down and press Ok
Turn on the Micros system
- Turn on the computer and Windows and Micros will start automatically
- In the MICROS control panel, ensure your Micros system has started again. Everything should automatically start,
moving from yellow (starting) to green (working). The word “Front Of House” should be in bold, showing
it is selected.
OPTION 2:
If the Yumpingo devices are still not working after rebooting Micros, restart the Omnivore agent.
Note: You can only Click Reinstall if you are the owner of the location. If you are not the owner, reach out to your IT team or Yumpingo support.
- Go to Omnivore Panel login on your web browsers and log in.
- Click on Locations at the top right of the panel dashboard.
- Find the location that you wish to replace. It should be showing as Offline with a red icon.
- Click on the Location name to open the Location’s page.
- On the Location’s page, you’ll see an Actions button in the top right.
- Click that to open a drop-down menu and click Reinstall.
When to contact Omnivore support
If these 2 options fail and you are still unable to use the Yumpingo devices, you will need to open a case with Omnivore support that will be triaged by the next available agent and please ensure that you always CC in support@yumpingo.com
To do this, go through the Olo community portal and create a case for an offline location. This will escalate the case to the proper team automatically. Sending an email will have to go through the manual triage process, thus extending the time it will take to receive a response.
FAQs
Q: Why do you need to safely reboot your Micros server?
- Important Windows updates
- Troubleshooting steps
- Kitchen screen failure (e.g. all screens offline)
- Clears orders stuck in the system
- Report failure (e.g. unable to run reports, neither at the till nor in BOH)
- Yumpingo disconnection (reconnects Yumpingo with the Omnivore service)
- General slowness of the system
Q: How often should I reboot my server?
Oracle suggests the Micros servers be rebooted once a week.
Safely rebooting the server will stop any programs caught in a loop and automatically restart any program running in the background which (for whatever reason) stopped.
Q: Why do you need to turn the Micros off before rebooting?
Turning the Micros system off in the control panel allows for the background programs to correctly shut down in steps. If you turn off the PC without touching the Micros, you will likely corrupt files and the Micros might not start after the reboot.