QSR - DX2000 Troubleshooting Guide

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1 QSR – DX-2000 (eXpert) Troubleshooting Guide KDS & CSK

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QSR - DX2000 Troubleshooting Guide

Transcript of QSR - DX2000 Troubleshooting Guide

Page 1: QSR - DX2000 Troubleshooting Guide

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QSR – DX-2000 (eXpert) Troubleshooting Guide

KDS & CSK

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QSR Automations, Inc.

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QSR Automations, Inc. 2301 Stanley Gault Parkway Louisville, Kentucky 40223 Tel: 502-297-0221 Fax: 502-297-0223 www.qsrautomations.com Date Revised 8/18/2009 The information in this publication is subject to change without notice. QSR AUTOMATIONS INCORPORATED SHALL NOT BE LIABLE FOR TECHNICAL OR EDITORIAL ERRORS OR OMISSIONS CONTAINED HEREIN, NOR FOR INCIDENTAL OR CONSEQUENTIAL DAMAGES RESULTING FROM THE FURNISHING, PERFORMANCE, OR USE OFTHIS MATERIAL. THIS INFORMATION IS PROVIDED"AS IS" AND QSR AUTOMATIONS INCORPORATED DISCLAIMS ANY WARRANTIES, EXPRESS, OR IMPLIED, OR STATUTORY, AND EXPRESSLY DISCLAIMS THE IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR PARTICULAR PURPOSE, GOOD TITLE AND AGAINST INFRINGEMENT. This publication contains information protected by copyright and is considered confidential. No part of this publication may be photocopied or reproduced in any form without the prior written consent from QSR Automations Incorporated. © 1996-2009 QSR Automations Incorporated. All rights reserved. Printed in the USA QSR Automations, Inc., the marks QSR Automations, ePic, ConnectSmart, ConnectSmart Kitchen, eXpert, and KP-3000 are trademarks of QSR Automations, Inc. ELO and Microtouch are registered trademarks of their respective companies. Window 95, 98, NT, 2000, and XP are registered trademarks of Microsoft Corporation. Other products mentioned herein may be trademarks and/or registered trademarks of their respective companies

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TABLE OF CONTENTS

INTRODUCTION 1 .......................................................................................................................... 1 SITE MANAGER & STATION MANAGER 2.................................................................................... 2

Site Manager......................................................................................................................................... 2 Station Manager.................................................................................................................................... 2

SITE MANAGER ERRORS 3 ........................................................................................................... 3 Site Manager is not Running (Icon does not appear in the System Tray) ............................................. 3 Error: Site Manager cannot Bind to Configured (IP Address). Check Network Settings. DHCP should not be used and local IP Address should be consistent with IP Address specified at install time” ..................................................................................................................................................... 3 Accessing Site Manager results in an Unhandled Exception Error...................................................... 3

DX2000 HARDWARE ISSUES 4 .......................................................................................................... 4 Site Manager Not Found....................................................................................................................... 4 Controller Does Not Show in Site Manager.......................................................................................... 4 Screen is Misaligned (resolution) ......................................................................................................... 5 Touch Screen does not recognize touches............................................................................................. 5 Does not Boot Past the ‘Starting Windows’ Screen .............................................................................. 5 Station Manager Service unable to start - Failed to Get IP Address from Site Manager..................... 5 Station Manager Service unable to start - Bind Failed error ............................................................... 6

QSR SOFTWARE ISSUES 5 ............................................................................................................... 7 Controller Remains at the Windows Desktop........................................................................................ 7 Kitchen Client Issues............................................................................................................................. 7 Print Client Issues................................................................................................................................. 7 Epic Emulator Does Not Start............................................................................................................... 7 Epic Emulator yeilds “Error (10049)—Bind on IP Address ###.###.###.### @ port 0X8300 failed”7 Error: “The window size you have selected for this station exceeds the boundaries of the screen. Press Any Key to shut off KDS at this station…”.................................................................................. 8 Station Manager error: ‘Service is not responding to the control function’......................................... 8

APPENDIX A – ALL SCREENS FROZEN/NO NEW ORDERS APPEAR ........................................... I Starting KDS .......................................................................................................................................... i Starting CSK .......................................................................................................................................... i

APPENDIX B – VERIFY C RUNTIME ON A DX2000 ............................................................................ I

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QSR Automations, Inc.

Chapter 1 – Introduction 1

INTRODUCTION 1 This document covers basic hardware troubleshooting for the DX-2000 (eXpert) controller. The DX2000 is loaded with the embedded XP (XPe) operating system. This document highlights issues which may be corrected in the field to restore full functionality to the controller. The DX2000 hardware supports either QSR’s KDS software (running ePic Emulator) or Connect Smart software applications.

Figure 1 – DX2000 (eXpert) controller

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Chapter 2 – Site Manager 2

SITE MANAGER & STATION MANAGER 2 SITE MANAGER

Site Manager is the software application on the file server that manages the expert controllers. Although the eXperts are similar to PCs in most regards and can have their settings such as the IP Address set manually, Site Manager should be the tool used to do such tasks. Verify that Site Manager is installed and running indicated by the blue Q icon in the system tray. Access the Site Manager Console by double clicking this icon. NOTE: There should only be one instance of Site Manager active on a network. The Site Manager application runs as a Windows service. The service may be stopped and started from a command prompt using the following commands.

Net Stop QSRSiteManager – stops the Site Manager Service Net Start QSRSiteManager – starts the Site Manager Service

NOTE: Site Manager requires Microsoft .NET Framework 1.0 to operate properly. Version 1.1 and higher may coexists on the file server but version 1.0 is required for Site Manger to operate properly. For more detail refer to Appendix B.

STATION MANAGER Station Manager runs as a Windows service on each eXpert device. The Station Manager application allows the eXpert to communicate with Site Manager. The Station Manager Service may be stopped and started from a command prompt using the following commands.

Net Stop QSRStationManager – stops the Station Manager Service Net Start QSRStationManager – starts the Station Manager Service

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Chapter 3 – Site Manager Problems 3

SITE MANAGER ERRORS 3 SITE MANAGER IS NOT RUNNING (ICON DOES NOT APPEAR IN THE SYSTEM TRAY) RESOLUTION

STEP 1 - Verify Site Manager is installed on file server. (There should be a QsrSiteManager service listed in the Windows Service Control Panel)

No – Install Site Manager Yes - Go to Step 2

STEP 2 – Verify Dot Net version 1.0 is installed on the Site Manager PC.

No – Install Dot Net version 1.0 Yes - Go to Step 3

STEP 3 – Verify Site Manager Service is running (QsrSiteManager) in Windows Services. Does the icon appear now?

No – Start QSR Site Manager Service. If already running, then restart the Site Manager Service. Yes – Reboot the PC. Does the Site Manager Icon now appear? If not, then verify none of the error conditions below exists.

ERROR: SITE MANAGER CANNOT BIND TO CONFIGURED (IP ADDRESS). CHECK NETWORK SETTINGS. DHCP SHOULD NOT BE USED AND LOCAL IP ADDRESS SHOULD BE CONSISTENT WITH IP ADDRESS SPECIFIED AT INSTALL TIME” RESOLUTION

1. Browse into the Site Manager Installation directory, typically …\Program Files\QSR Automations, Inc\ConnectSmart\Common\Data directory.

2. Edit the KpsStation.xml so that the <StationId> tag is 0 and the <IpAddress> tag matches the IP of the file server.

3. Start/Restart the Qsr Site Manager Service.

ACCESSING SITE MANAGER RESULTS IN AN UNHANDLED EXCEPTION ERROR RESOLUTION

If this error appears when trying to perform tasks in Site Manager, then the Microsoft Dot NET Frame work version 1.0 is not installed. Install version 1.0 and restart the Site Manager Service. Dot NET 1.0 is located on root of CSK 1 installation disks or in the “Client Installs” directory for CSK 2 or higher. It may also be obtained from the QSR FTP Site or from Microsoft’s website.

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Chapter 4 – DX2000 Hardware Issues 4

DX2000 HARDWARE ISSUES 4 SITE MANAGER NOT FOUND RESOLUTION

This error message appears on the eXpert device when one of the following conditions occurs. • The controller is connected to the network (ping eXpert from file server). • The Windows Firewall or another firewall application is not blocking

Site Manager. • Site Manager Service is not running. See Chapter 3 regarding issues that

may prevent Site Manager from running. • A network related issue is preventing communication such as the

network switch is not powered on.

CONTROLLER DOES NOT SHOW IN SITE MANAGER RESOLUTION

• Verify that controller is connected to the network. User should be able to ping controller from the file server and/or VNC to the controller. (VNC password is qsr)

• Verify that Windows Firewall or another firewall application is not blocking Site Manager.

• Restart the QsrSiteManager Service. • Station Manager service did not load on the eXpert • Continue with Steps 1-3 if necessary.

STEP 1 – Create a Defined Station within Site Manager. The station should include the desired IP Address and use the appropriate Template. STEP 2 – On the eXpert, browse into the network settings and manually set the IP Address configured in Step 1. STEP 3 – On the eXpert, browse to the C:\QSRAuto\Common\Data directory and edit the KpsStation.xml file. The <StationId> and <IpAddress> should match that of the Defined Station created in Step 1. STEP 4 – Restart the QsrSiteManager Service and reboot the controller.

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Chapter 4 – DX2000 Hardware Issues 5

SCREEN IS MISALIGNED (RESOLUTION) RESOLUTION

The eXpert controller supports several resolutions, however depending on which QSR software suite is being used only 800x600 or 1024x768 is supported. To adjust the resolution of the controller browse to Start > Control Panel > Display > Settings and adjust accordingly for the software being suite being used. NOTE: After adjusting the controller’s resolution, it may be necessary to use the ‘Auto Adjust’ feature on the monitor for optimal resolution.

TOUCH SCREEN DOES NOT RECOGNIZE TOUCHES RESOLUTION

The touch screen drivers are preloaded on the eXpert controller, so touch screens should work immediately when hooked up but will most likely need to be calibrated. STEP 1 – Reseat the USB cable at both ends between the monitor and controller. Is the touch screen working now?

No – Continue to Step 2 Yes – Finished

STEP 2 – Try attaching the ELO Graphic touch screen to a different eXpert device. Does the touch screen work now?

No – Continue to Step 3 Yes –The previous eXpert most likely needs to have the ELO touch drivers reinstalled (Step 3). However, if possible change device IDs to use the touch screen on the working eXpert device.

STEP 3 – Reinstall the ELO Graphic touch drivers on the eXpert device. These are available on the QSR FTP Site (ftp.qsrautomations.com).

DOES NOT BOOT PAST THE ‘STARTING WINDOWS’ SCREEN RESOLUTION

Turn off the eXpert device by holding in the power button for 7-10 seconds. Immediately after the green power indicator light goes dark, power on the eXpert by pressing the power button again.

STATION MANAGER SERVICE UNABLE TO START - FAILED TO GET IP ADDRESS FROM SITE MANAGER RESOLUTION

This error is typically the result of one of two issues: • Site Manager is not running on the Host PC • Site Manager does not contain a Defined Station for this Device ID. The

station ID in question will appear in yellow at the bottom of Site Manager. Add a defined station (using the appropriate IP address) in Site Manager and then restart the eXpert.

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Chapter 4 – DX2000 Hardware Issues 6

STATION MANAGER SERVICE UNABLE TO START - BIND FAILED ERROR This error is typically the result of Station Manager attempting to bind to an IP address different from the actual address of the physical network adapter or the address is already in use on the network. Be sure to note the IP Address specified in this error message. NOTE: A new eXpert is set to device ID 16 by default. A conflict will result when multiple ‘new’ eXperts are powered on at the same time. Instead, load ‘new’ eXperts one at a time and adjust the device ID prior to loading the next device.

STEP 1 – Reseat the network cable connected to the eXpert and the switch. Verify the link light on the eXpert and switch are illuminated. Reboot the controller. Did the error return?

No – Finished. Yes – Continue to Step 2.

STEP 2 – Open Command Prompt and run an IPConfig on the eXpert. Is this the same IP Address referenced in the error message?

No – On the eXpert, open Control Panel > Network Connections > highlight Local Area Connections > Choose ‘Change Settings of this connection. Update the IP address to the address referenced in the error message. Reboot the controller. Yes – Continue to Step 3.

STEP 3 – On the eXpert, browse into c:\QSRAuto\Common\Data and open the KPSStation.xml. Verify that the IP Address tag contains the same IP address as the physical network adapter. This should appear like the following <IpAddress>192.168.1.101</IpAddress>. Save the changes and restart the eXpert. Did the error return?

No – Finished. Yes – Continue to Step 4

STEP 4 – Verify that the IP Address is not already in use on the network. From the Site Manager PC, ping the address with the eXpert on the network (should receive replies) and again with the eXpert powered off (Should NOT receive replies).

No replies in either case – Something is preventing communication between the eXpert and Site Manager. Verify the physical connections or try a different port on the switch. Replies received in both cases – There is another device with the same IP. Reply received w/ expert on, No reply received w/ eXpert off – This confirms another device is not using the IP address. Continue to Step 5.

STEP 5 – Verify there is not a conflict with another eXpert device by placing the device and Site Manager on an isolated network (if possible) or by shutting down all other eXperts. Reboot the eXpert. Did the error return?

No – Determine which device is conflicting. Yes – Contact QSR Technical Support

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Chapter 5 – QSR Software Issues 7

QSR SOFTWARE ISSUES 5 It can be assumed that if an eXpert boots to the desktop, shows as a Station Present in Site Manager, and has the ‘Running’ ‘OK’ status then whatever issue affecting the controller is most likely software related rather than hardware related. This chapter briefly covers some of the common issues related to software that might inhibit the controller.

CONTROLLER REMAINS AT THE WINDOWS DESKTOP RESOLUTION

An application needs to be setup and selected to run on the eXpert. This is done in Site Manager through use of Templates. The software suite (CSK or KDS) determines which Template should be applied to the station. For information regarding which Template to use and ensuring that the Template is configured correctly contact QSR Technical Support. In Site Manager under Defined Stations, make sure the station has a Template applied to it.

KITCHEN CLIENT ISSUES RESOLUTION

For issues regarding the setup and usage of the Kitchen Client, refer to the ConnectSmart Installation Guide or contact QSR Technical Support.

PRINT CLIENT ISSUES RESOLUTION

For issues regarding the setup and usage of the Print Client, refer to the ConnectSmart Printer Setup Guide or contact QSR Technical Support

EPIC EMULATOR DOES NOT START RESOLUTION

Verify in Site Manager > Defined Stations that the emulator template is configured for the eXpert

EPIC EMULATOR YEILDS “ERROR (10049)—BIND ON IP ADDRESS ###.###.###.### @ PORT 0X8300 FAILED” RESOLUTION

The epic emulator is used when running the KDS software. The epic emulator uses an EmulatorConfig.xml file to store its settings. This is located in the same directory as epicemulator.exe. In most cases, this error is a result of an IP conflict with another device or another emulator running on the network. Note the IP address listed in the error message.

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Chapter 5 – QSR Software Issues 8

STEP 1 – Shutdown the eXpert, then ping the IP address listed in the error message. Does the ping receive a reply?

No – Continue to Step 2 Yes – Determine which device on the network is replying and adjust the IP address so there is no conflict.

STEP 2 – Open RDS Console and note the device IDs that are currently in use. Note a Device ID that is not in use and the IP Address assigned to this ID (found in the Network form in RDS Console). On the eXpert, attach a USB mouse and keyboard. Browse into the emulator directory (typically …\QSRAuto\Emulator) and open the emulatorconfig.xml. Modify the <DeviceID> to the unused ID and the <IpAddress> to the unused address. Save and close the emulatorconfig.xml. Then execute the epicemulator.exe. Does the emulator load?

No – Contact QSR Technical Support Yes – There must have been an ID conflict with another emulator on the network. Use RDS Console to adjust the ID’s if additional changes are necessary.

NOTE: When modifying the EmulatorConfig.xml, only modify the value appearing between the tags. For example, if modifying the IP Address to 192.168.1.16, then this would appear <IpAddress>192.168.1.16</IpAddress>.

ERROR: “THE WINDOW SIZE YOU HAVE SELECTED FOR THIS STATION EXCEEDS THE BOUNDARIES OF THE SCREEN. PRESS ANY KEY TO SHUT OFF KDS AT THIS STATION…” RESOLUTION

This error occurs because the eXpert display attributes are set to 800x600. However, the CSK dataset is configured to use a 1024x768 resolution. On the eXpert, open Control Panel > Display > Settings Tab and change the resolution to 1024X768.

STATION MANAGER ERROR: ‘SERVICE IS NOT RESPONDING TO THE CONTROL FUNCTION’ RESOLUTION

This error may occur when replacing a DX1000 with a newer DX2000 in an existing CSK (version 1) site. The DX1000 uses .NET v1.0. The DX2000 uses .NET v1.1. Early versions of CSK 1 contained a ‘config’ file that specified the use .NET 1.0. These ‘config’ files were eventually phased out. The error above results when a DX2000 loads a ‘config’ file and attempts to use .NET v1.0. A batch file (NewExpertFix.zip) is available on the QSR ftp (ftp.qsrautomations.com) to remove these ‘config’ files.

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QSR Automations, Inc.

Appendix A – All Screens Frozen/No New Orders Appear i

APPENDIX A – ALL SCREENS FROZEN/NO NEW ORDERS APPEAR

This is most likely a software issue. Specifically, the KDS or CSK application that drives the video controllers may not running.

STARTING KDS STEP 1 – Verify the system status via KDS Console. Start > All Programs > QSR Automations > KDS Console. Is the Primary system status red or green?

Red – Go to Step 2 Green – Contact QSR Technical Support STEP 2 – Launch the KDS application (Start > All Programs > QSR Automations > KDS) NOTE: If KDS is set to run as a system service then the icon will appear briefly in the system tray then disappear if launched via the Start Menu. To start as a service (Start > Control Panel > Administrative Tools > Services > Find the QSR Automations KDS entry in the list and click “Start the Service” Does the system status show as green after starting KDS?

No – Contact QSR Technical Support Yes – Finished

STARTING CSK STEP 1 – Verify the system status via Kitchen Console. (Start > All Programs > QSR Automations > ConnectSmart Kitchen Console). Does the Kitchen Server/BackOffice show as offline or online?

Offline – Go to Step 2 Online – Contact QSR Technical Support STEP 2 – Launch the BackOffice/Kitchen Server. Start > All Programs > QSR Automations> ConnectSmart BackOffice and ConnectSmart Kitchen Server NOTE: If CSK is set to run as a system service then a Windows Service Start Failure message will appear when attempting launch via the Start Menu. To start as a service (Start > Control Panel > Administrative Tools > Services > Find the QSR Automations ConnectSmart BackOffice and QSR Automations KitchenServer entries in the list and click “Start the Service” NOTE: Depending on the version of CSK installed KitchenServer may not exist as its own entry as it is included in the Backoffice application. In these cases, just start the BackOffice application. Does the Kitchen Server/Backoffice show as online?

No – Contact QSR Technical Support Yes – Finished

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QSR Automations, Inc.

Appendix B – Verify C Runtime on a DX2000 i

APPENDIX B – VERIFY C RUNTIME ON A DX2000

To help identify the version of the OS Build, the build image and date is stamped into the registry for all eXperts running Build v2.2 or higher. C Runtime is preloaded on Build v2.3 or higher. For eXperts requiring the C Runtime updates, QSR Technical Support can provide a Site Manager template that will install the C Runtime updates automatically. Perform the following steps to verify the OS Build of an eXpert.

1. On the eXpert, type Regedit at the run command (Start menu > Run) 2. Browse to the following registry keys:

[HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\WindowsEmbedded\RunTimeID\WEBuildDate] [HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\WindowsEmbedded\RunTimeID\QSR_OS_Build] NOTE: Making changes to the registry can cause an eXpert to become unstable. It is not recommended that any changes be made unless under the guidance of QSR Technical Support.