Supporting POS Integrations

Modified on: 2020-04-01 10:30:55 +0100


What Is POS Integration And How It Works

The POS (Point of Sale) integration enables sending orders from Crave tablets directly to the POS without the need of using a Crave console.

Crave uses Crave OSS (Onsite Server) for communication with the POS. The OSS is installed on a local machine at the hotel. If you need to troubleshoot the OSS, you will need remote access to the server machine.
The information for remote login are stored within Freshdesk under the specific customer (see How to Remote support) In addition, you might need approval from the hotel before logging in. .

The orders are routed to the POS by Crave and are routed further according to the configuration within the POS. At some hotels the orders can be printed off by the kitchen printer. The checks can also be recalled on the POS terminal itself by the hotel staff.


Troubleshooting


Before you start troubleshooting make sure you obtain the relevant information that will help you resolve the problem. To speed up the process, call the client to discuss these items. You should find out the following:

  • Is this error related to a Food or drink item?
  • When did this problem start to occur?
  • Was it just 1 order, multiple orders or all food orders that are failing?
  • What room numbers are affected?
  • Do they know date and time of the failed order?

Some IRD Orders Are Failing

1 - Open NOC and navigate to the correct company.

2 - Select view orders and find the failed order.

3 - Check if the failure message is : OnsitePosConversionFailed (200)

4 - If so, see the details of the error message for the following:

  • DeliverypointNotFound – The required room number does not exist in the CMS.
  • PosdeliverypointNotFound -   The required room number does not exist in the POS system. Reach out to the hotel IT to fix it.
  • ProductNotFound – This means that our product was not synced with the OSS. Follow steps 5-8 and retry.
  • PosproductNotFound – This means that the product is not linked to POS product. Link it using the POS Product guide
  • AlterationNotFound - This means that our product was not synced with the OSS. Follow steps 5-8 and retry
  • PosalterationNotFound - This means that the alteration is not linked to POS alteration. Link it using the POS Product guide
  • AlterationoptionNotFound - This means that our product was not synced with the OSS. Follow steps 5-8 and retry.
  • PosalterationoptionNotFound - This means that the alteration option is not linked to a POS alteration option. Link it using the POS Product guide


5 - Push the menu, refresh the timestamps (CMS>Company>Companies>Advanced)

6 - Go to CMS>Company>terminal page, select the Infogenesis terminal.

7 - Go to activity page and select command  “synchronise data” from the drop down list and press execute.

8 - Restart the tablet and Retest. If it works now, restart all tablets at the property.


All IRD Orders Are Failing

1 - Open NOC and navigate to the correct company

2 - Select view orders and confirm that all F&B orders are failing

3 - Check for the error message. If it is the following go to step 6: PosErrorSaveOrderFailed (555)

4 - Go to CMS>Company>Terminals>Infogenesis and check the OSS service status.

GREEN = Running 

  • Go to activity page and select restart application.
  • A new entry should appear in the activity page with note "Log:start"
  • Place a test order.
  • Make sure you manually process all failed orders to unlock the tablets.


RED = Stopped

  • Request remoye access and start the OSS service
  • Place a test order.
  • Make sure you manually process all failed orders to unlock the tablets.


Double click on the service name to see more information such as “Last request”

5 - If the steps above did not resolve the issue, investigate the OSS log files located in:

/Program files/Crave/Crave onsite server/logs/[todays date.log]) and refer to "Fixing a corrupted Config File"

If you could not resolve the issue escalate to Technical Solutions or devs. Please provide relevant log files when escalating alongside all the information you gathered about the issue so far.

6 - In NOC on the failed order page scroll down to the log section and click on it. A log details will be shown. Find the line starting <ErrorMessage> and read the details of that message. 

6a - If the message is the following: <ErrorMessage>Process Order failed:[-30003] Invalid Employee ID (ServiceErrorId: 30003); reach out to the hotel and verify the Employee ID number. This information can be found in CMS>Companies>Terminals>(open the infogenesis terminal)>navigate to integration tab and see Employee ID entry. 

6b - If the message is the following: <ErrorMessage>Process Order failed:[-30011] Kitchen Printing problem (ServiceErrorId: 30011)</ErrorMessage>; reach out to the hotel and inform them that they have an issue with the 1 of the POS printers.


Requesting Access To Crave OSS

If you need to access the Crave OSS you might need permission and possibly help from either the hotel IT person or from a corporate IT helpdesk. Check Freshdesk for details on access protocol.

Ask for someone to remain available during your troubleshooting session. Certain tasks like restarting a service might need to be done by the other person as the remote control might not let you perform that task.

Please Refer to: "How to Remote Support" in Freshdesk for further information.


Restarting Crave Onsite Server Service

1 - Remote access to the server machine and Log in using the provided credentials.

- Click on the windows start icon and type “services” and open them. Alternatively go to: Control Panel>Administrative tools>Services.

3 - From the list of services find Crave Onsite Server. Check on the status.

4 - Right click the service and select start or restart.

5 - Go to the log files (Program files/Crave/Crave Onsite server/logs/) and open today's log. Check that it has a recent entry and that the service is running properly.


Fixing A Corrupted Config File

1 - Remote into the server machine.

2 - Open the recent log for Crave onsite server (C:\program files (x86)\Crave\Crave Onsite Server\Logs\[todays date.log]) and scroll to the end. You should see a OSS starting sequence and a stack trace.

3 - Click on the windows start icon and type “services” and open them. Alternatively go to: Control Pane l>Administrative tools>Services.

4 - From the list of services find Crave Onsite Server. Check on the status.

5 - Right click the service and select stop service.

6 - In Windows Explorer navigate to C:\program files (x86)\Crave\ and locate the craveonsiteserver.config file. Select copy.

7 - Paste the copied file into C:\program files (x86)\Crave\Crave Onsite Server\ When asked, select replace the old file.

8 - Click on the windows start icon and type “services” and open them. Alternatively go to: Control Panel>Administrative tools>Services.

9 - From the list of services find Crave Onsite Server. Check on the status.

10 - Right click the service and select start service.

11 - Open todays log (step2) and confirm that it has now loaded properly (no stack message)


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