Troubleshooting: Store Offline & Order Failures
Store Offline - Not receiving any orders
Login to the admin portal as a platform user or Brand Manager and click-On “Accounts”. Search for and select the store that is offline. The ‘Info’ subtab will open, you will then need to check that the “Ordering On” tab is toggled to ON. Please note that the “Active” tab is only visible for system administrators.
If the location is a non POS integrated location, you may flip the switch back to ON.
You will also see a field titled “Inactive Reason”. If the location loses connection for more than ??? the store will automatically turn off ordering. To check the connection, navigate to the ‘Ordering’ subtab for the location. There is a section in the middle of the page called ‘Order Receiving Info’. This section shows the allowed methods for order transmission. Please ensure that the appropriate formats are set up and set to ACTIVE. To edit the status, simply click on the line item.
If the correct order submission channels are active, go to the next section titles ‘Device Call In History’. This timestamp shows our active connection to the POS. If the connection is working properly, it should have a timestamp within a minute or so of the locations local time.
For Aloha Only - Request That The Restaurant Restart the Watchdog Service & Verify that IBER is running.
If the store is offline but the internet at the BOH is fine. Please help to start/restart Online watchdog service by running "services.msc" then start the service called " Order24-7 watchdog".
For Brink Only
If the call in history has lapsed more than 10 minutes, please reach out to ????