Slide 1

Basic Troubleshooting

Order-Matic Training
Presentation

Training Topics

•

•

•

Preventative Maintenance
• Backup Procedures: EE, Copy RAM
• Fan Filters/Fans: Why they are Important!
• Sync! Sync! Sync!
Troubleshooting Basics
• Random vs. Reproducible Problems, Problem Identification, Cause/Effect Relationships,
Swap It!
• Signal Flow/Connections: Fiber Optics
• Tracing Signal flow to/from a Peripheral of the 824
Troubleshooting Specifics
• How to Identify and Deal with “Lockups”

824 Preventative Maintenance

•

•

EE Prom Backup Procedure should be performed
after close/before open times
•
Orders cannot be processed while backing up
to the EE Prom
•
EE Prom Backup will NOT save Sales $,
NRGTs, Employee Times, etc.
Copy RAM Procedure should be performed after
close/before open times:
•
Copy RAM creates a mirror image of the RAM,
including all Sales $, NRGTs, Employee Times.

Fan Filters/Fans: Why They Are
Important
•

•

Fans allow heat sensitive equipment to disperse excess heat, while circulating cooler outside
air into the cabinet. Most electronic equipment is designed to operate under certain
temperature conditions. If electronic equipment gets too hot, it can cause equipment
malfunction, as well as contribute to long-term equipment failure.
Fan Filters allow maximum air-flow while preventing many harmful elements from damaging
the electronic equipment. Dust and grease buildup, as well as moisture on circuitry all
contribute to equipment malfunction/failure…the simple and inexpensive maintenance of fan
filters lessens the chance of this failure.
•

Fans/Filters you need to be aware of: 824 Silver Box, Keyboard Cabinets.

Sync! Sync! Sync!
•

•

Frequent Synchronization in the E2 Management Suite is extremely important to proper cashhandling procedures for the carhops, but also allows for more complete data recovery in the
case of 824 crash or data loss.
Syncing Shift, Employee, and Cash Information overwrites the existing data, allowing on-thefly reporting. Perform these actions at least once per shift.

Tip: After recovering from a crash or data loss, the next
sync will overwrite the existing E2 information with 0’s,
so be sure to print these reports before syncing again.
Order-Matic can use this data to help rebuild daily
information in the E2 Management Suite. With frequent
sync practices, it’s easy to recover sales data.

Troubleshooting Basics:
Random vs. Reproducible Problems
•

Random vs. Reproducible Problems
•

•

If the answer is Random, then the solution will involve experimentation. Proceed to
Problem Identification, but keep in mind, troubleshooting may be a hit and miss, until
the problem reoccurs.
If the answer is Reproducible, then the solution will be more easily attained. Reproduce
the problem and proceed to Problem Identification.

Example:
“My keyboard makes this funny squeak each time I press a specific key..” (Reproducible)
“My keyboard makes this funny squeak, but it only happens sometimes..” (Random)

Troubleshooting Basics:
Problem Identification
•

Problem Identification: Which piece of equipment/software is malfunctioning?
• If the answer is one piece of equipment/software, troubleshoot that piece of equipment
accordingly.
• If the answer is more than one piece of equipment/software, find a common element
between the malfunctioning items. Chances are, the common element is the problem,
not the items themselves.

Troubleshooting Basics:
Cause/Effect Relationships
•

Look for Cause/Effect Relationships: Does the
problem occur when something else is done, or is it
un-related?
•

•

If you can establish a Cause/Effect Relationship,
then the Root Cause will be more easily identified.
Once Root Cause is identified and corrected, the
problem should follow.
If no Root Cause can be identified, then the problem
is what-you-see-is-what-you-get. Fix the immediate
issue, but keep in mind; if the problem was Random,
the Root Cause is still out there.

Example:
“When I turn on the bun warmer, the 824 locks up”. In this
scenario, the lockup is a symptom and the bun warmer may
be the Root Cause. Fixing the lockup itself will not
necessarily fix the entire problem, as the 824 will lock up
the next time the bun warmer is turned on. Fixing the Root
Cause will allow the symptom to be corrected.

Troubleshooting Basics:
Swap It!
•

Swap it: Does the problem change or
correct itself when you change
components/settings?
•
•

If the problem changes or corrects itself,
you are on the right track.
If the problem does not change or
correct, then go back to Problem
Identification and look for the Root
Cause.

Troubleshooting Basics:
Signal Flow for Fiber Optics
Fiber Optic Cabling
Fiber optic cabling, for the 824 POS, is used to transmit data to and from the 824 CPU. Each peripheral connected
to the 824 POS utilizes fiber optic technology to perform data transmission.
Sending Data:
Certain peripherals for the 824 POS, such as Keyboards, Check-Off
Units, and Secure Pass Units send a fiber optic signal to the
824. On these peripherals, the fiber optic cable is plugged into
the Black (Send) fiber optic port and sends a signal to a Blue
(Receive) fiber optic port on the 824 CPU. These peripherals
are Input devices for the 824.
Receiving Data:
Certain peripherals for the 824 POS, such as printers, receive a fiber
optic signal from the 824 CPU and perform the requested
function. On these peripherals, the fiber optic cable is plugged
into a Blue (receive) fiber optic port and receives a signal from
a Black (Send) fiber optic port on the 824 CPU. These
peripherals are Output devices for the 824.
Some Devices, such as FOS Boards, utilize both a Send and a
Receive fiber optic cable. These devices communicate both
ways with the 824 POS and will use a double fiber optic cable
as shown:

Troubleshooting Basics:
Tracing Signal Flow to/from the 824
Tracing the fiber optic signal flow to/from the 824 Board allows you to narrow the issue between equipment or settings.

Example: If a send peripheral (like the keyboard shown below) stops working, verify it is sending the fiber optic signal
to the 824 Board when a key is pressed. If it is not sending the signal, the issue is with the keyboard. If it is, then
the signal is either corrupted (bad fiber optic), or a problem with the 824 (setting, port on the board, etc).

Troubleshooting Specifics:
How to Identify/Deal with “Lockups”
Key Symptoms:
•
Time on Manager’s Console is frozen
•
Garbage on the screens
•
Unable to ring up/clock out/scan orders
•
Stuck on Boot up Screen
•
•
•
•
•
•
•

Recovery Methods:
Stay Calm- Identify the problem first
Error Messages: Is there a printer error? PAYS error?
Print any reports from the 824 or E2 you can…do not sync!
Identify any actions surrounding the lockup; what may have caused it?
Power off the 824 for 15 seconds, this may help
Contact the Support Center, and relay any necessary information


Slide 2

Basic Troubleshooting

Order-Matic Training
Presentation

Training Topics

•

•

•

Preventative Maintenance
• Backup Procedures: EE, Copy RAM
• Fan Filters/Fans: Why they are Important!
• Sync! Sync! Sync!
Troubleshooting Basics
• Random vs. Reproducible Problems, Problem Identification, Cause/Effect Relationships,
Swap It!
• Signal Flow/Connections: Fiber Optics
• Tracing Signal flow to/from a Peripheral of the 824
Troubleshooting Specifics
• How to Identify and Deal with “Lockups”

824 Preventative Maintenance

•

•

EE Prom Backup Procedure should be performed
after close/before open times
•
Orders cannot be processed while backing up
to the EE Prom
•
EE Prom Backup will NOT save Sales $,
NRGTs, Employee Times, etc.
Copy RAM Procedure should be performed after
close/before open times:
•
Copy RAM creates a mirror image of the RAM,
including all Sales $, NRGTs, Employee Times.

Fan Filters/Fans: Why They Are
Important
•

•

Fans allow heat sensitive equipment to disperse excess heat, while circulating cooler outside
air into the cabinet. Most electronic equipment is designed to operate under certain
temperature conditions. If electronic equipment gets too hot, it can cause equipment
malfunction, as well as contribute to long-term equipment failure.
Fan Filters allow maximum air-flow while preventing many harmful elements from damaging
the electronic equipment. Dust and grease buildup, as well as moisture on circuitry all
contribute to equipment malfunction/failure…the simple and inexpensive maintenance of fan
filters lessens the chance of this failure.
•

Fans/Filters you need to be aware of: 824 Silver Box, Keyboard Cabinets.

Sync! Sync! Sync!
•

•

Frequent Synchronization in the E2 Management Suite is extremely important to proper cashhandling procedures for the carhops, but also allows for more complete data recovery in the
case of 824 crash or data loss.
Syncing Shift, Employee, and Cash Information overwrites the existing data, allowing on-thefly reporting. Perform these actions at least once per shift.

Tip: After recovering from a crash or data loss, the next
sync will overwrite the existing E2 information with 0’s,
so be sure to print these reports before syncing again.
Order-Matic can use this data to help rebuild daily
information in the E2 Management Suite. With frequent
sync practices, it’s easy to recover sales data.

Troubleshooting Basics:
Random vs. Reproducible Problems
•

Random vs. Reproducible Problems
•

•

If the answer is Random, then the solution will involve experimentation. Proceed to
Problem Identification, but keep in mind, troubleshooting may be a hit and miss, until
the problem reoccurs.
If the answer is Reproducible, then the solution will be more easily attained. Reproduce
the problem and proceed to Problem Identification.

Example:
“My keyboard makes this funny squeak each time I press a specific key..” (Reproducible)
“My keyboard makes this funny squeak, but it only happens sometimes..” (Random)

Troubleshooting Basics:
Problem Identification
•

Problem Identification: Which piece of equipment/software is malfunctioning?
• If the answer is one piece of equipment/software, troubleshoot that piece of equipment
accordingly.
• If the answer is more than one piece of equipment/software, find a common element
between the malfunctioning items. Chances are, the common element is the problem,
not the items themselves.

Troubleshooting Basics:
Cause/Effect Relationships
•

Look for Cause/Effect Relationships: Does the
problem occur when something else is done, or is it
un-related?
•

•

If you can establish a Cause/Effect Relationship,
then the Root Cause will be more easily identified.
Once Root Cause is identified and corrected, the
problem should follow.
If no Root Cause can be identified, then the problem
is what-you-see-is-what-you-get. Fix the immediate
issue, but keep in mind; if the problem was Random,
the Root Cause is still out there.

Example:
“When I turn on the bun warmer, the 824 locks up”. In this
scenario, the lockup is a symptom and the bun warmer may
be the Root Cause. Fixing the lockup itself will not
necessarily fix the entire problem, as the 824 will lock up
the next time the bun warmer is turned on. Fixing the Root
Cause will allow the symptom to be corrected.

Troubleshooting Basics:
Swap It!
•

Swap it: Does the problem change or
correct itself when you change
components/settings?
•
•

If the problem changes or corrects itself,
you are on the right track.
If the problem does not change or
correct, then go back to Problem
Identification and look for the Root
Cause.

Troubleshooting Basics:
Signal Flow for Fiber Optics
Fiber Optic Cabling
Fiber optic cabling, for the 824 POS, is used to transmit data to and from the 824 CPU. Each peripheral connected
to the 824 POS utilizes fiber optic technology to perform data transmission.
Sending Data:
Certain peripherals for the 824 POS, such as Keyboards, Check-Off
Units, and Secure Pass Units send a fiber optic signal to the
824. On these peripherals, the fiber optic cable is plugged into
the Black (Send) fiber optic port and sends a signal to a Blue
(Receive) fiber optic port on the 824 CPU. These peripherals
are Input devices for the 824.
Receiving Data:
Certain peripherals for the 824 POS, such as printers, receive a fiber
optic signal from the 824 CPU and perform the requested
function. On these peripherals, the fiber optic cable is plugged
into a Blue (receive) fiber optic port and receives a signal from
a Black (Send) fiber optic port on the 824 CPU. These
peripherals are Output devices for the 824.
Some Devices, such as FOS Boards, utilize both a Send and a
Receive fiber optic cable. These devices communicate both
ways with the 824 POS and will use a double fiber optic cable
as shown:

Troubleshooting Basics:
Tracing Signal Flow to/from the 824
Tracing the fiber optic signal flow to/from the 824 Board allows you to narrow the issue between equipment or settings.

Example: If a send peripheral (like the keyboard shown below) stops working, verify it is sending the fiber optic signal
to the 824 Board when a key is pressed. If it is not sending the signal, the issue is with the keyboard. If it is, then
the signal is either corrupted (bad fiber optic), or a problem with the 824 (setting, port on the board, etc).

Troubleshooting Specifics:
How to Identify/Deal with “Lockups”
Key Symptoms:
•
Time on Manager’s Console is frozen
•
Garbage on the screens
•
Unable to ring up/clock out/scan orders
•
Stuck on Boot up Screen
•
•
•
•
•
•
•

Recovery Methods:
Stay Calm- Identify the problem first
Error Messages: Is there a printer error? PAYS error?
Print any reports from the 824 or E2 you can…do not sync!
Identify any actions surrounding the lockup; what may have caused it?
Power off the 824 for 15 seconds, this may help
Contact the Support Center, and relay any necessary information


Slide 3

Basic Troubleshooting

Order-Matic Training
Presentation

Training Topics

•

•

•

Preventative Maintenance
• Backup Procedures: EE, Copy RAM
• Fan Filters/Fans: Why they are Important!
• Sync! Sync! Sync!
Troubleshooting Basics
• Random vs. Reproducible Problems, Problem Identification, Cause/Effect Relationships,
Swap It!
• Signal Flow/Connections: Fiber Optics
• Tracing Signal flow to/from a Peripheral of the 824
Troubleshooting Specifics
• How to Identify and Deal with “Lockups”

824 Preventative Maintenance

•

•

EE Prom Backup Procedure should be performed
after close/before open times
•
Orders cannot be processed while backing up
to the EE Prom
•
EE Prom Backup will NOT save Sales $,
NRGTs, Employee Times, etc.
Copy RAM Procedure should be performed after
close/before open times:
•
Copy RAM creates a mirror image of the RAM,
including all Sales $, NRGTs, Employee Times.

Fan Filters/Fans: Why They Are
Important
•

•

Fans allow heat sensitive equipment to disperse excess heat, while circulating cooler outside
air into the cabinet. Most electronic equipment is designed to operate under certain
temperature conditions. If electronic equipment gets too hot, it can cause equipment
malfunction, as well as contribute to long-term equipment failure.
Fan Filters allow maximum air-flow while preventing many harmful elements from damaging
the electronic equipment. Dust and grease buildup, as well as moisture on circuitry all
contribute to equipment malfunction/failure…the simple and inexpensive maintenance of fan
filters lessens the chance of this failure.
•

Fans/Filters you need to be aware of: 824 Silver Box, Keyboard Cabinets.

Sync! Sync! Sync!
•

•

Frequent Synchronization in the E2 Management Suite is extremely important to proper cashhandling procedures for the carhops, but also allows for more complete data recovery in the
case of 824 crash or data loss.
Syncing Shift, Employee, and Cash Information overwrites the existing data, allowing on-thefly reporting. Perform these actions at least once per shift.

Tip: After recovering from a crash or data loss, the next
sync will overwrite the existing E2 information with 0’s,
so be sure to print these reports before syncing again.
Order-Matic can use this data to help rebuild daily
information in the E2 Management Suite. With frequent
sync practices, it’s easy to recover sales data.

Troubleshooting Basics:
Random vs. Reproducible Problems
•

Random vs. Reproducible Problems
•

•

If the answer is Random, then the solution will involve experimentation. Proceed to
Problem Identification, but keep in mind, troubleshooting may be a hit and miss, until
the problem reoccurs.
If the answer is Reproducible, then the solution will be more easily attained. Reproduce
the problem and proceed to Problem Identification.

Example:
“My keyboard makes this funny squeak each time I press a specific key..” (Reproducible)
“My keyboard makes this funny squeak, but it only happens sometimes..” (Random)

Troubleshooting Basics:
Problem Identification
•

Problem Identification: Which piece of equipment/software is malfunctioning?
• If the answer is one piece of equipment/software, troubleshoot that piece of equipment
accordingly.
• If the answer is more than one piece of equipment/software, find a common element
between the malfunctioning items. Chances are, the common element is the problem,
not the items themselves.

Troubleshooting Basics:
Cause/Effect Relationships
•

Look for Cause/Effect Relationships: Does the
problem occur when something else is done, or is it
un-related?
•

•

If you can establish a Cause/Effect Relationship,
then the Root Cause will be more easily identified.
Once Root Cause is identified and corrected, the
problem should follow.
If no Root Cause can be identified, then the problem
is what-you-see-is-what-you-get. Fix the immediate
issue, but keep in mind; if the problem was Random,
the Root Cause is still out there.

Example:
“When I turn on the bun warmer, the 824 locks up”. In this
scenario, the lockup is a symptom and the bun warmer may
be the Root Cause. Fixing the lockup itself will not
necessarily fix the entire problem, as the 824 will lock up
the next time the bun warmer is turned on. Fixing the Root
Cause will allow the symptom to be corrected.

Troubleshooting Basics:
Swap It!
•

Swap it: Does the problem change or
correct itself when you change
components/settings?
•
•

If the problem changes or corrects itself,
you are on the right track.
If the problem does not change or
correct, then go back to Problem
Identification and look for the Root
Cause.

Troubleshooting Basics:
Signal Flow for Fiber Optics
Fiber Optic Cabling
Fiber optic cabling, for the 824 POS, is used to transmit data to and from the 824 CPU. Each peripheral connected
to the 824 POS utilizes fiber optic technology to perform data transmission.
Sending Data:
Certain peripherals for the 824 POS, such as Keyboards, Check-Off
Units, and Secure Pass Units send a fiber optic signal to the
824. On these peripherals, the fiber optic cable is plugged into
the Black (Send) fiber optic port and sends a signal to a Blue
(Receive) fiber optic port on the 824 CPU. These peripherals
are Input devices for the 824.
Receiving Data:
Certain peripherals for the 824 POS, such as printers, receive a fiber
optic signal from the 824 CPU and perform the requested
function. On these peripherals, the fiber optic cable is plugged
into a Blue (receive) fiber optic port and receives a signal from
a Black (Send) fiber optic port on the 824 CPU. These
peripherals are Output devices for the 824.
Some Devices, such as FOS Boards, utilize both a Send and a
Receive fiber optic cable. These devices communicate both
ways with the 824 POS and will use a double fiber optic cable
as shown:

Troubleshooting Basics:
Tracing Signal Flow to/from the 824
Tracing the fiber optic signal flow to/from the 824 Board allows you to narrow the issue between equipment or settings.

Example: If a send peripheral (like the keyboard shown below) stops working, verify it is sending the fiber optic signal
to the 824 Board when a key is pressed. If it is not sending the signal, the issue is with the keyboard. If it is, then
the signal is either corrupted (bad fiber optic), or a problem with the 824 (setting, port on the board, etc).

Troubleshooting Specifics:
How to Identify/Deal with “Lockups”
Key Symptoms:
•
Time on Manager’s Console is frozen
•
Garbage on the screens
•
Unable to ring up/clock out/scan orders
•
Stuck on Boot up Screen
•
•
•
•
•
•
•

Recovery Methods:
Stay Calm- Identify the problem first
Error Messages: Is there a printer error? PAYS error?
Print any reports from the 824 or E2 you can…do not sync!
Identify any actions surrounding the lockup; what may have caused it?
Power off the 824 for 15 seconds, this may help
Contact the Support Center, and relay any necessary information


Slide 4

Basic Troubleshooting

Order-Matic Training
Presentation

Training Topics

•

•

•

Preventative Maintenance
• Backup Procedures: EE, Copy RAM
• Fan Filters/Fans: Why they are Important!
• Sync! Sync! Sync!
Troubleshooting Basics
• Random vs. Reproducible Problems, Problem Identification, Cause/Effect Relationships,
Swap It!
• Signal Flow/Connections: Fiber Optics
• Tracing Signal flow to/from a Peripheral of the 824
Troubleshooting Specifics
• How to Identify and Deal with “Lockups”

824 Preventative Maintenance

•

•

EE Prom Backup Procedure should be performed
after close/before open times
•
Orders cannot be processed while backing up
to the EE Prom
•
EE Prom Backup will NOT save Sales $,
NRGTs, Employee Times, etc.
Copy RAM Procedure should be performed after
close/before open times:
•
Copy RAM creates a mirror image of the RAM,
including all Sales $, NRGTs, Employee Times.

Fan Filters/Fans: Why They Are
Important
•

•

Fans allow heat sensitive equipment to disperse excess heat, while circulating cooler outside
air into the cabinet. Most electronic equipment is designed to operate under certain
temperature conditions. If electronic equipment gets too hot, it can cause equipment
malfunction, as well as contribute to long-term equipment failure.
Fan Filters allow maximum air-flow while preventing many harmful elements from damaging
the electronic equipment. Dust and grease buildup, as well as moisture on circuitry all
contribute to equipment malfunction/failure…the simple and inexpensive maintenance of fan
filters lessens the chance of this failure.
•

Fans/Filters you need to be aware of: 824 Silver Box, Keyboard Cabinets.

Sync! Sync! Sync!
•

•

Frequent Synchronization in the E2 Management Suite is extremely important to proper cashhandling procedures for the carhops, but also allows for more complete data recovery in the
case of 824 crash or data loss.
Syncing Shift, Employee, and Cash Information overwrites the existing data, allowing on-thefly reporting. Perform these actions at least once per shift.

Tip: After recovering from a crash or data loss, the next
sync will overwrite the existing E2 information with 0’s,
so be sure to print these reports before syncing again.
Order-Matic can use this data to help rebuild daily
information in the E2 Management Suite. With frequent
sync practices, it’s easy to recover sales data.

Troubleshooting Basics:
Random vs. Reproducible Problems
•

Random vs. Reproducible Problems
•

•

If the answer is Random, then the solution will involve experimentation. Proceed to
Problem Identification, but keep in mind, troubleshooting may be a hit and miss, until
the problem reoccurs.
If the answer is Reproducible, then the solution will be more easily attained. Reproduce
the problem and proceed to Problem Identification.

Example:
“My keyboard makes this funny squeak each time I press a specific key..” (Reproducible)
“My keyboard makes this funny squeak, but it only happens sometimes..” (Random)

Troubleshooting Basics:
Problem Identification
•

Problem Identification: Which piece of equipment/software is malfunctioning?
• If the answer is one piece of equipment/software, troubleshoot that piece of equipment
accordingly.
• If the answer is more than one piece of equipment/software, find a common element
between the malfunctioning items. Chances are, the common element is the problem,
not the items themselves.

Troubleshooting Basics:
Cause/Effect Relationships
•

Look for Cause/Effect Relationships: Does the
problem occur when something else is done, or is it
un-related?
•

•

If you can establish a Cause/Effect Relationship,
then the Root Cause will be more easily identified.
Once Root Cause is identified and corrected, the
problem should follow.
If no Root Cause can be identified, then the problem
is what-you-see-is-what-you-get. Fix the immediate
issue, but keep in mind; if the problem was Random,
the Root Cause is still out there.

Example:
“When I turn on the bun warmer, the 824 locks up”. In this
scenario, the lockup is a symptom and the bun warmer may
be the Root Cause. Fixing the lockup itself will not
necessarily fix the entire problem, as the 824 will lock up
the next time the bun warmer is turned on. Fixing the Root
Cause will allow the symptom to be corrected.

Troubleshooting Basics:
Swap It!
•

Swap it: Does the problem change or
correct itself when you change
components/settings?
•
•

If the problem changes or corrects itself,
you are on the right track.
If the problem does not change or
correct, then go back to Problem
Identification and look for the Root
Cause.

Troubleshooting Basics:
Signal Flow for Fiber Optics
Fiber Optic Cabling
Fiber optic cabling, for the 824 POS, is used to transmit data to and from the 824 CPU. Each peripheral connected
to the 824 POS utilizes fiber optic technology to perform data transmission.
Sending Data:
Certain peripherals for the 824 POS, such as Keyboards, Check-Off
Units, and Secure Pass Units send a fiber optic signal to the
824. On these peripherals, the fiber optic cable is plugged into
the Black (Send) fiber optic port and sends a signal to a Blue
(Receive) fiber optic port on the 824 CPU. These peripherals
are Input devices for the 824.
Receiving Data:
Certain peripherals for the 824 POS, such as printers, receive a fiber
optic signal from the 824 CPU and perform the requested
function. On these peripherals, the fiber optic cable is plugged
into a Blue (receive) fiber optic port and receives a signal from
a Black (Send) fiber optic port on the 824 CPU. These
peripherals are Output devices for the 824.
Some Devices, such as FOS Boards, utilize both a Send and a
Receive fiber optic cable. These devices communicate both
ways with the 824 POS and will use a double fiber optic cable
as shown:

Troubleshooting Basics:
Tracing Signal Flow to/from the 824
Tracing the fiber optic signal flow to/from the 824 Board allows you to narrow the issue between equipment or settings.

Example: If a send peripheral (like the keyboard shown below) stops working, verify it is sending the fiber optic signal
to the 824 Board when a key is pressed. If it is not sending the signal, the issue is with the keyboard. If it is, then
the signal is either corrupted (bad fiber optic), or a problem with the 824 (setting, port on the board, etc).

Troubleshooting Specifics:
How to Identify/Deal with “Lockups”
Key Symptoms:
•
Time on Manager’s Console is frozen
•
Garbage on the screens
•
Unable to ring up/clock out/scan orders
•
Stuck on Boot up Screen
•
•
•
•
•
•
•

Recovery Methods:
Stay Calm- Identify the problem first
Error Messages: Is there a printer error? PAYS error?
Print any reports from the 824 or E2 you can…do not sync!
Identify any actions surrounding the lockup; what may have caused it?
Power off the 824 for 15 seconds, this may help
Contact the Support Center, and relay any necessary information


Slide 5

Basic Troubleshooting

Order-Matic Training
Presentation

Training Topics

•

•

•

Preventative Maintenance
• Backup Procedures: EE, Copy RAM
• Fan Filters/Fans: Why they are Important!
• Sync! Sync! Sync!
Troubleshooting Basics
• Random vs. Reproducible Problems, Problem Identification, Cause/Effect Relationships,
Swap It!
• Signal Flow/Connections: Fiber Optics
• Tracing Signal flow to/from a Peripheral of the 824
Troubleshooting Specifics
• How to Identify and Deal with “Lockups”

824 Preventative Maintenance

•

•

EE Prom Backup Procedure should be performed
after close/before open times
•
Orders cannot be processed while backing up
to the EE Prom
•
EE Prom Backup will NOT save Sales $,
NRGTs, Employee Times, etc.
Copy RAM Procedure should be performed after
close/before open times:
•
Copy RAM creates a mirror image of the RAM,
including all Sales $, NRGTs, Employee Times.

Fan Filters/Fans: Why They Are
Important
•

•

Fans allow heat sensitive equipment to disperse excess heat, while circulating cooler outside
air into the cabinet. Most electronic equipment is designed to operate under certain
temperature conditions. If electronic equipment gets too hot, it can cause equipment
malfunction, as well as contribute to long-term equipment failure.
Fan Filters allow maximum air-flow while preventing many harmful elements from damaging
the electronic equipment. Dust and grease buildup, as well as moisture on circuitry all
contribute to equipment malfunction/failure…the simple and inexpensive maintenance of fan
filters lessens the chance of this failure.
•

Fans/Filters you need to be aware of: 824 Silver Box, Keyboard Cabinets.

Sync! Sync! Sync!
•

•

Frequent Synchronization in the E2 Management Suite is extremely important to proper cashhandling procedures for the carhops, but also allows for more complete data recovery in the
case of 824 crash or data loss.
Syncing Shift, Employee, and Cash Information overwrites the existing data, allowing on-thefly reporting. Perform these actions at least once per shift.

Tip: After recovering from a crash or data loss, the next
sync will overwrite the existing E2 information with 0’s,
so be sure to print these reports before syncing again.
Order-Matic can use this data to help rebuild daily
information in the E2 Management Suite. With frequent
sync practices, it’s easy to recover sales data.

Troubleshooting Basics:
Random vs. Reproducible Problems
•

Random vs. Reproducible Problems
•

•

If the answer is Random, then the solution will involve experimentation. Proceed to
Problem Identification, but keep in mind, troubleshooting may be a hit and miss, until
the problem reoccurs.
If the answer is Reproducible, then the solution will be more easily attained. Reproduce
the problem and proceed to Problem Identification.

Example:
“My keyboard makes this funny squeak each time I press a specific key..” (Reproducible)
“My keyboard makes this funny squeak, but it only happens sometimes..” (Random)

Troubleshooting Basics:
Problem Identification
•

Problem Identification: Which piece of equipment/software is malfunctioning?
• If the answer is one piece of equipment/software, troubleshoot that piece of equipment
accordingly.
• If the answer is more than one piece of equipment/software, find a common element
between the malfunctioning items. Chances are, the common element is the problem,
not the items themselves.

Troubleshooting Basics:
Cause/Effect Relationships
•

Look for Cause/Effect Relationships: Does the
problem occur when something else is done, or is it
un-related?
•

•

If you can establish a Cause/Effect Relationship,
then the Root Cause will be more easily identified.
Once Root Cause is identified and corrected, the
problem should follow.
If no Root Cause can be identified, then the problem
is what-you-see-is-what-you-get. Fix the immediate
issue, but keep in mind; if the problem was Random,
the Root Cause is still out there.

Example:
“When I turn on the bun warmer, the 824 locks up”. In this
scenario, the lockup is a symptom and the bun warmer may
be the Root Cause. Fixing the lockup itself will not
necessarily fix the entire problem, as the 824 will lock up
the next time the bun warmer is turned on. Fixing the Root
Cause will allow the symptom to be corrected.

Troubleshooting Basics:
Swap It!
•

Swap it: Does the problem change or
correct itself when you change
components/settings?
•
•

If the problem changes or corrects itself,
you are on the right track.
If the problem does not change or
correct, then go back to Problem
Identification and look for the Root
Cause.

Troubleshooting Basics:
Signal Flow for Fiber Optics
Fiber Optic Cabling
Fiber optic cabling, for the 824 POS, is used to transmit data to and from the 824 CPU. Each peripheral connected
to the 824 POS utilizes fiber optic technology to perform data transmission.
Sending Data:
Certain peripherals for the 824 POS, such as Keyboards, Check-Off
Units, and Secure Pass Units send a fiber optic signal to the
824. On these peripherals, the fiber optic cable is plugged into
the Black (Send) fiber optic port and sends a signal to a Blue
(Receive) fiber optic port on the 824 CPU. These peripherals
are Input devices for the 824.
Receiving Data:
Certain peripherals for the 824 POS, such as printers, receive a fiber
optic signal from the 824 CPU and perform the requested
function. On these peripherals, the fiber optic cable is plugged
into a Blue (receive) fiber optic port and receives a signal from
a Black (Send) fiber optic port on the 824 CPU. These
peripherals are Output devices for the 824.
Some Devices, such as FOS Boards, utilize both a Send and a
Receive fiber optic cable. These devices communicate both
ways with the 824 POS and will use a double fiber optic cable
as shown:

Troubleshooting Basics:
Tracing Signal Flow to/from the 824
Tracing the fiber optic signal flow to/from the 824 Board allows you to narrow the issue between equipment or settings.

Example: If a send peripheral (like the keyboard shown below) stops working, verify it is sending the fiber optic signal
to the 824 Board when a key is pressed. If it is not sending the signal, the issue is with the keyboard. If it is, then
the signal is either corrupted (bad fiber optic), or a problem with the 824 (setting, port on the board, etc).

Troubleshooting Specifics:
How to Identify/Deal with “Lockups”
Key Symptoms:
•
Time on Manager’s Console is frozen
•
Garbage on the screens
•
Unable to ring up/clock out/scan orders
•
Stuck on Boot up Screen
•
•
•
•
•
•
•

Recovery Methods:
Stay Calm- Identify the problem first
Error Messages: Is there a printer error? PAYS error?
Print any reports from the 824 or E2 you can…do not sync!
Identify any actions surrounding the lockup; what may have caused it?
Power off the 824 for 15 seconds, this may help
Contact the Support Center, and relay any necessary information


Slide 6

Basic Troubleshooting

Order-Matic Training
Presentation

Training Topics

•

•

•

Preventative Maintenance
• Backup Procedures: EE, Copy RAM
• Fan Filters/Fans: Why they are Important!
• Sync! Sync! Sync!
Troubleshooting Basics
• Random vs. Reproducible Problems, Problem Identification, Cause/Effect Relationships,
Swap It!
• Signal Flow/Connections: Fiber Optics
• Tracing Signal flow to/from a Peripheral of the 824
Troubleshooting Specifics
• How to Identify and Deal with “Lockups”

824 Preventative Maintenance

•

•

EE Prom Backup Procedure should be performed
after close/before open times
•
Orders cannot be processed while backing up
to the EE Prom
•
EE Prom Backup will NOT save Sales $,
NRGTs, Employee Times, etc.
Copy RAM Procedure should be performed after
close/before open times:
•
Copy RAM creates a mirror image of the RAM,
including all Sales $, NRGTs, Employee Times.

Fan Filters/Fans: Why They Are
Important
•

•

Fans allow heat sensitive equipment to disperse excess heat, while circulating cooler outside
air into the cabinet. Most electronic equipment is designed to operate under certain
temperature conditions. If electronic equipment gets too hot, it can cause equipment
malfunction, as well as contribute to long-term equipment failure.
Fan Filters allow maximum air-flow while preventing many harmful elements from damaging
the electronic equipment. Dust and grease buildup, as well as moisture on circuitry all
contribute to equipment malfunction/failure…the simple and inexpensive maintenance of fan
filters lessens the chance of this failure.
•

Fans/Filters you need to be aware of: 824 Silver Box, Keyboard Cabinets.

Sync! Sync! Sync!
•

•

Frequent Synchronization in the E2 Management Suite is extremely important to proper cashhandling procedures for the carhops, but also allows for more complete data recovery in the
case of 824 crash or data loss.
Syncing Shift, Employee, and Cash Information overwrites the existing data, allowing on-thefly reporting. Perform these actions at least once per shift.

Tip: After recovering from a crash or data loss, the next
sync will overwrite the existing E2 information with 0’s,
so be sure to print these reports before syncing again.
Order-Matic can use this data to help rebuild daily
information in the E2 Management Suite. With frequent
sync practices, it’s easy to recover sales data.

Troubleshooting Basics:
Random vs. Reproducible Problems
•

Random vs. Reproducible Problems
•

•

If the answer is Random, then the solution will involve experimentation. Proceed to
Problem Identification, but keep in mind, troubleshooting may be a hit and miss, until
the problem reoccurs.
If the answer is Reproducible, then the solution will be more easily attained. Reproduce
the problem and proceed to Problem Identification.

Example:
“My keyboard makes this funny squeak each time I press a specific key..” (Reproducible)
“My keyboard makes this funny squeak, but it only happens sometimes..” (Random)

Troubleshooting Basics:
Problem Identification
•

Problem Identification: Which piece of equipment/software is malfunctioning?
• If the answer is one piece of equipment/software, troubleshoot that piece of equipment
accordingly.
• If the answer is more than one piece of equipment/software, find a common element
between the malfunctioning items. Chances are, the common element is the problem,
not the items themselves.

Troubleshooting Basics:
Cause/Effect Relationships
•

Look for Cause/Effect Relationships: Does the
problem occur when something else is done, or is it
un-related?
•

•

If you can establish a Cause/Effect Relationship,
then the Root Cause will be more easily identified.
Once Root Cause is identified and corrected, the
problem should follow.
If no Root Cause can be identified, then the problem
is what-you-see-is-what-you-get. Fix the immediate
issue, but keep in mind; if the problem was Random,
the Root Cause is still out there.

Example:
“When I turn on the bun warmer, the 824 locks up”. In this
scenario, the lockup is a symptom and the bun warmer may
be the Root Cause. Fixing the lockup itself will not
necessarily fix the entire problem, as the 824 will lock up
the next time the bun warmer is turned on. Fixing the Root
Cause will allow the symptom to be corrected.

Troubleshooting Basics:
Swap It!
•

Swap it: Does the problem change or
correct itself when you change
components/settings?
•
•

If the problem changes or corrects itself,
you are on the right track.
If the problem does not change or
correct, then go back to Problem
Identification and look for the Root
Cause.

Troubleshooting Basics:
Signal Flow for Fiber Optics
Fiber Optic Cabling
Fiber optic cabling, for the 824 POS, is used to transmit data to and from the 824 CPU. Each peripheral connected
to the 824 POS utilizes fiber optic technology to perform data transmission.
Sending Data:
Certain peripherals for the 824 POS, such as Keyboards, Check-Off
Units, and Secure Pass Units send a fiber optic signal to the
824. On these peripherals, the fiber optic cable is plugged into
the Black (Send) fiber optic port and sends a signal to a Blue
(Receive) fiber optic port on the 824 CPU. These peripherals
are Input devices for the 824.
Receiving Data:
Certain peripherals for the 824 POS, such as printers, receive a fiber
optic signal from the 824 CPU and perform the requested
function. On these peripherals, the fiber optic cable is plugged
into a Blue (receive) fiber optic port and receives a signal from
a Black (Send) fiber optic port on the 824 CPU. These
peripherals are Output devices for the 824.
Some Devices, such as FOS Boards, utilize both a Send and a
Receive fiber optic cable. These devices communicate both
ways with the 824 POS and will use a double fiber optic cable
as shown:

Troubleshooting Basics:
Tracing Signal Flow to/from the 824
Tracing the fiber optic signal flow to/from the 824 Board allows you to narrow the issue between equipment or settings.

Example: If a send peripheral (like the keyboard shown below) stops working, verify it is sending the fiber optic signal
to the 824 Board when a key is pressed. If it is not sending the signal, the issue is with the keyboard. If it is, then
the signal is either corrupted (bad fiber optic), or a problem with the 824 (setting, port on the board, etc).

Troubleshooting Specifics:
How to Identify/Deal with “Lockups”
Key Symptoms:
•
Time on Manager’s Console is frozen
•
Garbage on the screens
•
Unable to ring up/clock out/scan orders
•
Stuck on Boot up Screen
•
•
•
•
•
•
•

Recovery Methods:
Stay Calm- Identify the problem first
Error Messages: Is there a printer error? PAYS error?
Print any reports from the 824 or E2 you can…do not sync!
Identify any actions surrounding the lockup; what may have caused it?
Power off the 824 for 15 seconds, this may help
Contact the Support Center, and relay any necessary information


Slide 7

Basic Troubleshooting

Order-Matic Training
Presentation

Training Topics

•

•

•

Preventative Maintenance
• Backup Procedures: EE, Copy RAM
• Fan Filters/Fans: Why they are Important!
• Sync! Sync! Sync!
Troubleshooting Basics
• Random vs. Reproducible Problems, Problem Identification, Cause/Effect Relationships,
Swap It!
• Signal Flow/Connections: Fiber Optics
• Tracing Signal flow to/from a Peripheral of the 824
Troubleshooting Specifics
• How to Identify and Deal with “Lockups”

824 Preventative Maintenance

•

•

EE Prom Backup Procedure should be performed
after close/before open times
•
Orders cannot be processed while backing up
to the EE Prom
•
EE Prom Backup will NOT save Sales $,
NRGTs, Employee Times, etc.
Copy RAM Procedure should be performed after
close/before open times:
•
Copy RAM creates a mirror image of the RAM,
including all Sales $, NRGTs, Employee Times.

Fan Filters/Fans: Why They Are
Important
•

•

Fans allow heat sensitive equipment to disperse excess heat, while circulating cooler outside
air into the cabinet. Most electronic equipment is designed to operate under certain
temperature conditions. If electronic equipment gets too hot, it can cause equipment
malfunction, as well as contribute to long-term equipment failure.
Fan Filters allow maximum air-flow while preventing many harmful elements from damaging
the electronic equipment. Dust and grease buildup, as well as moisture on circuitry all
contribute to equipment malfunction/failure…the simple and inexpensive maintenance of fan
filters lessens the chance of this failure.
•

Fans/Filters you need to be aware of: 824 Silver Box, Keyboard Cabinets.

Sync! Sync! Sync!
•

•

Frequent Synchronization in the E2 Management Suite is extremely important to proper cashhandling procedures for the carhops, but also allows for more complete data recovery in the
case of 824 crash or data loss.
Syncing Shift, Employee, and Cash Information overwrites the existing data, allowing on-thefly reporting. Perform these actions at least once per shift.

Tip: After recovering from a crash or data loss, the next
sync will overwrite the existing E2 information with 0’s,
so be sure to print these reports before syncing again.
Order-Matic can use this data to help rebuild daily
information in the E2 Management Suite. With frequent
sync practices, it’s easy to recover sales data.

Troubleshooting Basics:
Random vs. Reproducible Problems
•

Random vs. Reproducible Problems
•

•

If the answer is Random, then the solution will involve experimentation. Proceed to
Problem Identification, but keep in mind, troubleshooting may be a hit and miss, until
the problem reoccurs.
If the answer is Reproducible, then the solution will be more easily attained. Reproduce
the problem and proceed to Problem Identification.

Example:
“My keyboard makes this funny squeak each time I press a specific key..” (Reproducible)
“My keyboard makes this funny squeak, but it only happens sometimes..” (Random)

Troubleshooting Basics:
Problem Identification
•

Problem Identification: Which piece of equipment/software is malfunctioning?
• If the answer is one piece of equipment/software, troubleshoot that piece of equipment
accordingly.
• If the answer is more than one piece of equipment/software, find a common element
between the malfunctioning items. Chances are, the common element is the problem,
not the items themselves.

Troubleshooting Basics:
Cause/Effect Relationships
•

Look for Cause/Effect Relationships: Does the
problem occur when something else is done, or is it
un-related?
•

•

If you can establish a Cause/Effect Relationship,
then the Root Cause will be more easily identified.
Once Root Cause is identified and corrected, the
problem should follow.
If no Root Cause can be identified, then the problem
is what-you-see-is-what-you-get. Fix the immediate
issue, but keep in mind; if the problem was Random,
the Root Cause is still out there.

Example:
“When I turn on the bun warmer, the 824 locks up”. In this
scenario, the lockup is a symptom and the bun warmer may
be the Root Cause. Fixing the lockup itself will not
necessarily fix the entire problem, as the 824 will lock up
the next time the bun warmer is turned on. Fixing the Root
Cause will allow the symptom to be corrected.

Troubleshooting Basics:
Swap It!
•

Swap it: Does the problem change or
correct itself when you change
components/settings?
•
•

If the problem changes or corrects itself,
you are on the right track.
If the problem does not change or
correct, then go back to Problem
Identification and look for the Root
Cause.

Troubleshooting Basics:
Signal Flow for Fiber Optics
Fiber Optic Cabling
Fiber optic cabling, for the 824 POS, is used to transmit data to and from the 824 CPU. Each peripheral connected
to the 824 POS utilizes fiber optic technology to perform data transmission.
Sending Data:
Certain peripherals for the 824 POS, such as Keyboards, Check-Off
Units, and Secure Pass Units send a fiber optic signal to the
824. On these peripherals, the fiber optic cable is plugged into
the Black (Send) fiber optic port and sends a signal to a Blue
(Receive) fiber optic port on the 824 CPU. These peripherals
are Input devices for the 824.
Receiving Data:
Certain peripherals for the 824 POS, such as printers, receive a fiber
optic signal from the 824 CPU and perform the requested
function. On these peripherals, the fiber optic cable is plugged
into a Blue (receive) fiber optic port and receives a signal from
a Black (Send) fiber optic port on the 824 CPU. These
peripherals are Output devices for the 824.
Some Devices, such as FOS Boards, utilize both a Send and a
Receive fiber optic cable. These devices communicate both
ways with the 824 POS and will use a double fiber optic cable
as shown:

Troubleshooting Basics:
Tracing Signal Flow to/from the 824
Tracing the fiber optic signal flow to/from the 824 Board allows you to narrow the issue between equipment or settings.

Example: If a send peripheral (like the keyboard shown below) stops working, verify it is sending the fiber optic signal
to the 824 Board when a key is pressed. If it is not sending the signal, the issue is with the keyboard. If it is, then
the signal is either corrupted (bad fiber optic), or a problem with the 824 (setting, port on the board, etc).

Troubleshooting Specifics:
How to Identify/Deal with “Lockups”
Key Symptoms:
•
Time on Manager’s Console is frozen
•
Garbage on the screens
•
Unable to ring up/clock out/scan orders
•
Stuck on Boot up Screen
•
•
•
•
•
•
•

Recovery Methods:
Stay Calm- Identify the problem first
Error Messages: Is there a printer error? PAYS error?
Print any reports from the 824 or E2 you can…do not sync!
Identify any actions surrounding the lockup; what may have caused it?
Power off the 824 for 15 seconds, this may help
Contact the Support Center, and relay any necessary information


Slide 8

Basic Troubleshooting

Order-Matic Training
Presentation

Training Topics

•

•

•

Preventative Maintenance
• Backup Procedures: EE, Copy RAM
• Fan Filters/Fans: Why they are Important!
• Sync! Sync! Sync!
Troubleshooting Basics
• Random vs. Reproducible Problems, Problem Identification, Cause/Effect Relationships,
Swap It!
• Signal Flow/Connections: Fiber Optics
• Tracing Signal flow to/from a Peripheral of the 824
Troubleshooting Specifics
• How to Identify and Deal with “Lockups”

824 Preventative Maintenance

•

•

EE Prom Backup Procedure should be performed
after close/before open times
•
Orders cannot be processed while backing up
to the EE Prom
•
EE Prom Backup will NOT save Sales $,
NRGTs, Employee Times, etc.
Copy RAM Procedure should be performed after
close/before open times:
•
Copy RAM creates a mirror image of the RAM,
including all Sales $, NRGTs, Employee Times.

Fan Filters/Fans: Why They Are
Important
•

•

Fans allow heat sensitive equipment to disperse excess heat, while circulating cooler outside
air into the cabinet. Most electronic equipment is designed to operate under certain
temperature conditions. If electronic equipment gets too hot, it can cause equipment
malfunction, as well as contribute to long-term equipment failure.
Fan Filters allow maximum air-flow while preventing many harmful elements from damaging
the electronic equipment. Dust and grease buildup, as well as moisture on circuitry all
contribute to equipment malfunction/failure…the simple and inexpensive maintenance of fan
filters lessens the chance of this failure.
•

Fans/Filters you need to be aware of: 824 Silver Box, Keyboard Cabinets.

Sync! Sync! Sync!
•

•

Frequent Synchronization in the E2 Management Suite is extremely important to proper cashhandling procedures for the carhops, but also allows for more complete data recovery in the
case of 824 crash or data loss.
Syncing Shift, Employee, and Cash Information overwrites the existing data, allowing on-thefly reporting. Perform these actions at least once per shift.

Tip: After recovering from a crash or data loss, the next
sync will overwrite the existing E2 information with 0’s,
so be sure to print these reports before syncing again.
Order-Matic can use this data to help rebuild daily
information in the E2 Management Suite. With frequent
sync practices, it’s easy to recover sales data.

Troubleshooting Basics:
Random vs. Reproducible Problems
•

Random vs. Reproducible Problems
•

•

If the answer is Random, then the solution will involve experimentation. Proceed to
Problem Identification, but keep in mind, troubleshooting may be a hit and miss, until
the problem reoccurs.
If the answer is Reproducible, then the solution will be more easily attained. Reproduce
the problem and proceed to Problem Identification.

Example:
“My keyboard makes this funny squeak each time I press a specific key..” (Reproducible)
“My keyboard makes this funny squeak, but it only happens sometimes..” (Random)

Troubleshooting Basics:
Problem Identification
•

Problem Identification: Which piece of equipment/software is malfunctioning?
• If the answer is one piece of equipment/software, troubleshoot that piece of equipment
accordingly.
• If the answer is more than one piece of equipment/software, find a common element
between the malfunctioning items. Chances are, the common element is the problem,
not the items themselves.

Troubleshooting Basics:
Cause/Effect Relationships
•

Look for Cause/Effect Relationships: Does the
problem occur when something else is done, or is it
un-related?
•

•

If you can establish a Cause/Effect Relationship,
then the Root Cause will be more easily identified.
Once Root Cause is identified and corrected, the
problem should follow.
If no Root Cause can be identified, then the problem
is what-you-see-is-what-you-get. Fix the immediate
issue, but keep in mind; if the problem was Random,
the Root Cause is still out there.

Example:
“When I turn on the bun warmer, the 824 locks up”. In this
scenario, the lockup is a symptom and the bun warmer may
be the Root Cause. Fixing the lockup itself will not
necessarily fix the entire problem, as the 824 will lock up
the next time the bun warmer is turned on. Fixing the Root
Cause will allow the symptom to be corrected.

Troubleshooting Basics:
Swap It!
•

Swap it: Does the problem change or
correct itself when you change
components/settings?
•
•

If the problem changes or corrects itself,
you are on the right track.
If the problem does not change or
correct, then go back to Problem
Identification and look for the Root
Cause.

Troubleshooting Basics:
Signal Flow for Fiber Optics
Fiber Optic Cabling
Fiber optic cabling, for the 824 POS, is used to transmit data to and from the 824 CPU. Each peripheral connected
to the 824 POS utilizes fiber optic technology to perform data transmission.
Sending Data:
Certain peripherals for the 824 POS, such as Keyboards, Check-Off
Units, and Secure Pass Units send a fiber optic signal to the
824. On these peripherals, the fiber optic cable is plugged into
the Black (Send) fiber optic port and sends a signal to a Blue
(Receive) fiber optic port on the 824 CPU. These peripherals
are Input devices for the 824.
Receiving Data:
Certain peripherals for the 824 POS, such as printers, receive a fiber
optic signal from the 824 CPU and perform the requested
function. On these peripherals, the fiber optic cable is plugged
into a Blue (receive) fiber optic port and receives a signal from
a Black (Send) fiber optic port on the 824 CPU. These
peripherals are Output devices for the 824.
Some Devices, such as FOS Boards, utilize both a Send and a
Receive fiber optic cable. These devices communicate both
ways with the 824 POS and will use a double fiber optic cable
as shown:

Troubleshooting Basics:
Tracing Signal Flow to/from the 824
Tracing the fiber optic signal flow to/from the 824 Board allows you to narrow the issue between equipment or settings.

Example: If a send peripheral (like the keyboard shown below) stops working, verify it is sending the fiber optic signal
to the 824 Board when a key is pressed. If it is not sending the signal, the issue is with the keyboard. If it is, then
the signal is either corrupted (bad fiber optic), or a problem with the 824 (setting, port on the board, etc).

Troubleshooting Specifics:
How to Identify/Deal with “Lockups”
Key Symptoms:
•
Time on Manager’s Console is frozen
•
Garbage on the screens
•
Unable to ring up/clock out/scan orders
•
Stuck on Boot up Screen
•
•
•
•
•
•
•

Recovery Methods:
Stay Calm- Identify the problem first
Error Messages: Is there a printer error? PAYS error?
Print any reports from the 824 or E2 you can…do not sync!
Identify any actions surrounding the lockup; what may have caused it?
Power off the 824 for 15 seconds, this may help
Contact the Support Center, and relay any necessary information


Slide 9

Basic Troubleshooting

Order-Matic Training
Presentation

Training Topics

•

•

•

Preventative Maintenance
• Backup Procedures: EE, Copy RAM
• Fan Filters/Fans: Why they are Important!
• Sync! Sync! Sync!
Troubleshooting Basics
• Random vs. Reproducible Problems, Problem Identification, Cause/Effect Relationships,
Swap It!
• Signal Flow/Connections: Fiber Optics
• Tracing Signal flow to/from a Peripheral of the 824
Troubleshooting Specifics
• How to Identify and Deal with “Lockups”

824 Preventative Maintenance

•

•

EE Prom Backup Procedure should be performed
after close/before open times
•
Orders cannot be processed while backing up
to the EE Prom
•
EE Prom Backup will NOT save Sales $,
NRGTs, Employee Times, etc.
Copy RAM Procedure should be performed after
close/before open times:
•
Copy RAM creates a mirror image of the RAM,
including all Sales $, NRGTs, Employee Times.

Fan Filters/Fans: Why They Are
Important
•

•

Fans allow heat sensitive equipment to disperse excess heat, while circulating cooler outside
air into the cabinet. Most electronic equipment is designed to operate under certain
temperature conditions. If electronic equipment gets too hot, it can cause equipment
malfunction, as well as contribute to long-term equipment failure.
Fan Filters allow maximum air-flow while preventing many harmful elements from damaging
the electronic equipment. Dust and grease buildup, as well as moisture on circuitry all
contribute to equipment malfunction/failure…the simple and inexpensive maintenance of fan
filters lessens the chance of this failure.
•

Fans/Filters you need to be aware of: 824 Silver Box, Keyboard Cabinets.

Sync! Sync! Sync!
•

•

Frequent Synchronization in the E2 Management Suite is extremely important to proper cashhandling procedures for the carhops, but also allows for more complete data recovery in the
case of 824 crash or data loss.
Syncing Shift, Employee, and Cash Information overwrites the existing data, allowing on-thefly reporting. Perform these actions at least once per shift.

Tip: After recovering from a crash or data loss, the next
sync will overwrite the existing E2 information with 0’s,
so be sure to print these reports before syncing again.
Order-Matic can use this data to help rebuild daily
information in the E2 Management Suite. With frequent
sync practices, it’s easy to recover sales data.

Troubleshooting Basics:
Random vs. Reproducible Problems
•

Random vs. Reproducible Problems
•

•

If the answer is Random, then the solution will involve experimentation. Proceed to
Problem Identification, but keep in mind, troubleshooting may be a hit and miss, until
the problem reoccurs.
If the answer is Reproducible, then the solution will be more easily attained. Reproduce
the problem and proceed to Problem Identification.

Example:
“My keyboard makes this funny squeak each time I press a specific key..” (Reproducible)
“My keyboard makes this funny squeak, but it only happens sometimes..” (Random)

Troubleshooting Basics:
Problem Identification
•

Problem Identification: Which piece of equipment/software is malfunctioning?
• If the answer is one piece of equipment/software, troubleshoot that piece of equipment
accordingly.
• If the answer is more than one piece of equipment/software, find a common element
between the malfunctioning items. Chances are, the common element is the problem,
not the items themselves.

Troubleshooting Basics:
Cause/Effect Relationships
•

Look for Cause/Effect Relationships: Does the
problem occur when something else is done, or is it
un-related?
•

•

If you can establish a Cause/Effect Relationship,
then the Root Cause will be more easily identified.
Once Root Cause is identified and corrected, the
problem should follow.
If no Root Cause can be identified, then the problem
is what-you-see-is-what-you-get. Fix the immediate
issue, but keep in mind; if the problem was Random,
the Root Cause is still out there.

Example:
“When I turn on the bun warmer, the 824 locks up”. In this
scenario, the lockup is a symptom and the bun warmer may
be the Root Cause. Fixing the lockup itself will not
necessarily fix the entire problem, as the 824 will lock up
the next time the bun warmer is turned on. Fixing the Root
Cause will allow the symptom to be corrected.

Troubleshooting Basics:
Swap It!
•

Swap it: Does the problem change or
correct itself when you change
components/settings?
•
•

If the problem changes or corrects itself,
you are on the right track.
If the problem does not change or
correct, then go back to Problem
Identification and look for the Root
Cause.

Troubleshooting Basics:
Signal Flow for Fiber Optics
Fiber Optic Cabling
Fiber optic cabling, for the 824 POS, is used to transmit data to and from the 824 CPU. Each peripheral connected
to the 824 POS utilizes fiber optic technology to perform data transmission.
Sending Data:
Certain peripherals for the 824 POS, such as Keyboards, Check-Off
Units, and Secure Pass Units send a fiber optic signal to the
824. On these peripherals, the fiber optic cable is plugged into
the Black (Send) fiber optic port and sends a signal to a Blue
(Receive) fiber optic port on the 824 CPU. These peripherals
are Input devices for the 824.
Receiving Data:
Certain peripherals for the 824 POS, such as printers, receive a fiber
optic signal from the 824 CPU and perform the requested
function. On these peripherals, the fiber optic cable is plugged
into a Blue (receive) fiber optic port and receives a signal from
a Black (Send) fiber optic port on the 824 CPU. These
peripherals are Output devices for the 824.
Some Devices, such as FOS Boards, utilize both a Send and a
Receive fiber optic cable. These devices communicate both
ways with the 824 POS and will use a double fiber optic cable
as shown:

Troubleshooting Basics:
Tracing Signal Flow to/from the 824
Tracing the fiber optic signal flow to/from the 824 Board allows you to narrow the issue between equipment or settings.

Example: If a send peripheral (like the keyboard shown below) stops working, verify it is sending the fiber optic signal
to the 824 Board when a key is pressed. If it is not sending the signal, the issue is with the keyboard. If it is, then
the signal is either corrupted (bad fiber optic), or a problem with the 824 (setting, port on the board, etc).

Troubleshooting Specifics:
How to Identify/Deal with “Lockups”
Key Symptoms:
•
Time on Manager’s Console is frozen
•
Garbage on the screens
•
Unable to ring up/clock out/scan orders
•
Stuck on Boot up Screen
•
•
•
•
•
•
•

Recovery Methods:
Stay Calm- Identify the problem first
Error Messages: Is there a printer error? PAYS error?
Print any reports from the 824 or E2 you can…do not sync!
Identify any actions surrounding the lockup; what may have caused it?
Power off the 824 for 15 seconds, this may help
Contact the Support Center, and relay any necessary information


Slide 10

Basic Troubleshooting

Order-Matic Training
Presentation

Training Topics

•

•

•

Preventative Maintenance
• Backup Procedures: EE, Copy RAM
• Fan Filters/Fans: Why they are Important!
• Sync! Sync! Sync!
Troubleshooting Basics
• Random vs. Reproducible Problems, Problem Identification, Cause/Effect Relationships,
Swap It!
• Signal Flow/Connections: Fiber Optics
• Tracing Signal flow to/from a Peripheral of the 824
Troubleshooting Specifics
• How to Identify and Deal with “Lockups”

824 Preventative Maintenance

•

•

EE Prom Backup Procedure should be performed
after close/before open times
•
Orders cannot be processed while backing up
to the EE Prom
•
EE Prom Backup will NOT save Sales $,
NRGTs, Employee Times, etc.
Copy RAM Procedure should be performed after
close/before open times:
•
Copy RAM creates a mirror image of the RAM,
including all Sales $, NRGTs, Employee Times.

Fan Filters/Fans: Why They Are
Important
•

•

Fans allow heat sensitive equipment to disperse excess heat, while circulating cooler outside
air into the cabinet. Most electronic equipment is designed to operate under certain
temperature conditions. If electronic equipment gets too hot, it can cause equipment
malfunction, as well as contribute to long-term equipment failure.
Fan Filters allow maximum air-flow while preventing many harmful elements from damaging
the electronic equipment. Dust and grease buildup, as well as moisture on circuitry all
contribute to equipment malfunction/failure…the simple and inexpensive maintenance of fan
filters lessens the chance of this failure.
•

Fans/Filters you need to be aware of: 824 Silver Box, Keyboard Cabinets.

Sync! Sync! Sync!
•

•

Frequent Synchronization in the E2 Management Suite is extremely important to proper cashhandling procedures for the carhops, but also allows for more complete data recovery in the
case of 824 crash or data loss.
Syncing Shift, Employee, and Cash Information overwrites the existing data, allowing on-thefly reporting. Perform these actions at least once per shift.

Tip: After recovering from a crash or data loss, the next
sync will overwrite the existing E2 information with 0’s,
so be sure to print these reports before syncing again.
Order-Matic can use this data to help rebuild daily
information in the E2 Management Suite. With frequent
sync practices, it’s easy to recover sales data.

Troubleshooting Basics:
Random vs. Reproducible Problems
•

Random vs. Reproducible Problems
•

•

If the answer is Random, then the solution will involve experimentation. Proceed to
Problem Identification, but keep in mind, troubleshooting may be a hit and miss, until
the problem reoccurs.
If the answer is Reproducible, then the solution will be more easily attained. Reproduce
the problem and proceed to Problem Identification.

Example:
“My keyboard makes this funny squeak each time I press a specific key..” (Reproducible)
“My keyboard makes this funny squeak, but it only happens sometimes..” (Random)

Troubleshooting Basics:
Problem Identification
•

Problem Identification: Which piece of equipment/software is malfunctioning?
• If the answer is one piece of equipment/software, troubleshoot that piece of equipment
accordingly.
• If the answer is more than one piece of equipment/software, find a common element
between the malfunctioning items. Chances are, the common element is the problem,
not the items themselves.

Troubleshooting Basics:
Cause/Effect Relationships
•

Look for Cause/Effect Relationships: Does the
problem occur when something else is done, or is it
un-related?
•

•

If you can establish a Cause/Effect Relationship,
then the Root Cause will be more easily identified.
Once Root Cause is identified and corrected, the
problem should follow.
If no Root Cause can be identified, then the problem
is what-you-see-is-what-you-get. Fix the immediate
issue, but keep in mind; if the problem was Random,
the Root Cause is still out there.

Example:
“When I turn on the bun warmer, the 824 locks up”. In this
scenario, the lockup is a symptom and the bun warmer may
be the Root Cause. Fixing the lockup itself will not
necessarily fix the entire problem, as the 824 will lock up
the next time the bun warmer is turned on. Fixing the Root
Cause will allow the symptom to be corrected.

Troubleshooting Basics:
Swap It!
•

Swap it: Does the problem change or
correct itself when you change
components/settings?
•
•

If the problem changes or corrects itself,
you are on the right track.
If the problem does not change or
correct, then go back to Problem
Identification and look for the Root
Cause.

Troubleshooting Basics:
Signal Flow for Fiber Optics
Fiber Optic Cabling
Fiber optic cabling, for the 824 POS, is used to transmit data to and from the 824 CPU. Each peripheral connected
to the 824 POS utilizes fiber optic technology to perform data transmission.
Sending Data:
Certain peripherals for the 824 POS, such as Keyboards, Check-Off
Units, and Secure Pass Units send a fiber optic signal to the
824. On these peripherals, the fiber optic cable is plugged into
the Black (Send) fiber optic port and sends a signal to a Blue
(Receive) fiber optic port on the 824 CPU. These peripherals
are Input devices for the 824.
Receiving Data:
Certain peripherals for the 824 POS, such as printers, receive a fiber
optic signal from the 824 CPU and perform the requested
function. On these peripherals, the fiber optic cable is plugged
into a Blue (receive) fiber optic port and receives a signal from
a Black (Send) fiber optic port on the 824 CPU. These
peripherals are Output devices for the 824.
Some Devices, such as FOS Boards, utilize both a Send and a
Receive fiber optic cable. These devices communicate both
ways with the 824 POS and will use a double fiber optic cable
as shown:

Troubleshooting Basics:
Tracing Signal Flow to/from the 824
Tracing the fiber optic signal flow to/from the 824 Board allows you to narrow the issue between equipment or settings.

Example: If a send peripheral (like the keyboard shown below) stops working, verify it is sending the fiber optic signal
to the 824 Board when a key is pressed. If it is not sending the signal, the issue is with the keyboard. If it is, then
the signal is either corrupted (bad fiber optic), or a problem with the 824 (setting, port on the board, etc).

Troubleshooting Specifics:
How to Identify/Deal with “Lockups”
Key Symptoms:
•
Time on Manager’s Console is frozen
•
Garbage on the screens
•
Unable to ring up/clock out/scan orders
•
Stuck on Boot up Screen
•
•
•
•
•
•
•

Recovery Methods:
Stay Calm- Identify the problem first
Error Messages: Is there a printer error? PAYS error?
Print any reports from the 824 or E2 you can…do not sync!
Identify any actions surrounding the lockup; what may have caused it?
Power off the 824 for 15 seconds, this may help
Contact the Support Center, and relay any necessary information


Slide 11

Basic Troubleshooting

Order-Matic Training
Presentation

Training Topics

•

•

•

Preventative Maintenance
• Backup Procedures: EE, Copy RAM
• Fan Filters/Fans: Why they are Important!
• Sync! Sync! Sync!
Troubleshooting Basics
• Random vs. Reproducible Problems, Problem Identification, Cause/Effect Relationships,
Swap It!
• Signal Flow/Connections: Fiber Optics
• Tracing Signal flow to/from a Peripheral of the 824
Troubleshooting Specifics
• How to Identify and Deal with “Lockups”

824 Preventative Maintenance

•

•

EE Prom Backup Procedure should be performed
after close/before open times
•
Orders cannot be processed while backing up
to the EE Prom
•
EE Prom Backup will NOT save Sales $,
NRGTs, Employee Times, etc.
Copy RAM Procedure should be performed after
close/before open times:
•
Copy RAM creates a mirror image of the RAM,
including all Sales $, NRGTs, Employee Times.

Fan Filters/Fans: Why They Are
Important
•

•

Fans allow heat sensitive equipment to disperse excess heat, while circulating cooler outside
air into the cabinet. Most electronic equipment is designed to operate under certain
temperature conditions. If electronic equipment gets too hot, it can cause equipment
malfunction, as well as contribute to long-term equipment failure.
Fan Filters allow maximum air-flow while preventing many harmful elements from damaging
the electronic equipment. Dust and grease buildup, as well as moisture on circuitry all
contribute to equipment malfunction/failure…the simple and inexpensive maintenance of fan
filters lessens the chance of this failure.
•

Fans/Filters you need to be aware of: 824 Silver Box, Keyboard Cabinets.

Sync! Sync! Sync!
•

•

Frequent Synchronization in the E2 Management Suite is extremely important to proper cashhandling procedures for the carhops, but also allows for more complete data recovery in the
case of 824 crash or data loss.
Syncing Shift, Employee, and Cash Information overwrites the existing data, allowing on-thefly reporting. Perform these actions at least once per shift.

Tip: After recovering from a crash or data loss, the next
sync will overwrite the existing E2 information with 0’s,
so be sure to print these reports before syncing again.
Order-Matic can use this data to help rebuild daily
information in the E2 Management Suite. With frequent
sync practices, it’s easy to recover sales data.

Troubleshooting Basics:
Random vs. Reproducible Problems
•

Random vs. Reproducible Problems
•

•

If the answer is Random, then the solution will involve experimentation. Proceed to
Problem Identification, but keep in mind, troubleshooting may be a hit and miss, until
the problem reoccurs.
If the answer is Reproducible, then the solution will be more easily attained. Reproduce
the problem and proceed to Problem Identification.

Example:
“My keyboard makes this funny squeak each time I press a specific key..” (Reproducible)
“My keyboard makes this funny squeak, but it only happens sometimes..” (Random)

Troubleshooting Basics:
Problem Identification
•

Problem Identification: Which piece of equipment/software is malfunctioning?
• If the answer is one piece of equipment/software, troubleshoot that piece of equipment
accordingly.
• If the answer is more than one piece of equipment/software, find a common element
between the malfunctioning items. Chances are, the common element is the problem,
not the items themselves.

Troubleshooting Basics:
Cause/Effect Relationships
•

Look for Cause/Effect Relationships: Does the
problem occur when something else is done, or is it
un-related?
•

•

If you can establish a Cause/Effect Relationship,
then the Root Cause will be more easily identified.
Once Root Cause is identified and corrected, the
problem should follow.
If no Root Cause can be identified, then the problem
is what-you-see-is-what-you-get. Fix the immediate
issue, but keep in mind; if the problem was Random,
the Root Cause is still out there.

Example:
“When I turn on the bun warmer, the 824 locks up”. In this
scenario, the lockup is a symptom and the bun warmer may
be the Root Cause. Fixing the lockup itself will not
necessarily fix the entire problem, as the 824 will lock up
the next time the bun warmer is turned on. Fixing the Root
Cause will allow the symptom to be corrected.

Troubleshooting Basics:
Swap It!
•

Swap it: Does the problem change or
correct itself when you change
components/settings?
•
•

If the problem changes or corrects itself,
you are on the right track.
If the problem does not change or
correct, then go back to Problem
Identification and look for the Root
Cause.

Troubleshooting Basics:
Signal Flow for Fiber Optics
Fiber Optic Cabling
Fiber optic cabling, for the 824 POS, is used to transmit data to and from the 824 CPU. Each peripheral connected
to the 824 POS utilizes fiber optic technology to perform data transmission.
Sending Data:
Certain peripherals for the 824 POS, such as Keyboards, Check-Off
Units, and Secure Pass Units send a fiber optic signal to the
824. On these peripherals, the fiber optic cable is plugged into
the Black (Send) fiber optic port and sends a signal to a Blue
(Receive) fiber optic port on the 824 CPU. These peripherals
are Input devices for the 824.
Receiving Data:
Certain peripherals for the 824 POS, such as printers, receive a fiber
optic signal from the 824 CPU and perform the requested
function. On these peripherals, the fiber optic cable is plugged
into a Blue (receive) fiber optic port and receives a signal from
a Black (Send) fiber optic port on the 824 CPU. These
peripherals are Output devices for the 824.
Some Devices, such as FOS Boards, utilize both a Send and a
Receive fiber optic cable. These devices communicate both
ways with the 824 POS and will use a double fiber optic cable
as shown:

Troubleshooting Basics:
Tracing Signal Flow to/from the 824
Tracing the fiber optic signal flow to/from the 824 Board allows you to narrow the issue between equipment or settings.

Example: If a send peripheral (like the keyboard shown below) stops working, verify it is sending the fiber optic signal
to the 824 Board when a key is pressed. If it is not sending the signal, the issue is with the keyboard. If it is, then
the signal is either corrupted (bad fiber optic), or a problem with the 824 (setting, port on the board, etc).

Troubleshooting Specifics:
How to Identify/Deal with “Lockups”
Key Symptoms:
•
Time on Manager’s Console is frozen
•
Garbage on the screens
•
Unable to ring up/clock out/scan orders
•
Stuck on Boot up Screen
•
•
•
•
•
•
•

Recovery Methods:
Stay Calm- Identify the problem first
Error Messages: Is there a printer error? PAYS error?
Print any reports from the 824 or E2 you can…do not sync!
Identify any actions surrounding the lockup; what may have caused it?
Power off the 824 for 15 seconds, this may help
Contact the Support Center, and relay any necessary information


Slide 12

Basic Troubleshooting

Order-Matic Training
Presentation

Training Topics

•

•

•

Preventative Maintenance
• Backup Procedures: EE, Copy RAM
• Fan Filters/Fans: Why they are Important!
• Sync! Sync! Sync!
Troubleshooting Basics
• Random vs. Reproducible Problems, Problem Identification, Cause/Effect Relationships,
Swap It!
• Signal Flow/Connections: Fiber Optics
• Tracing Signal flow to/from a Peripheral of the 824
Troubleshooting Specifics
• How to Identify and Deal with “Lockups”

824 Preventative Maintenance

•

•

EE Prom Backup Procedure should be performed
after close/before open times
•
Orders cannot be processed while backing up
to the EE Prom
•
EE Prom Backup will NOT save Sales $,
NRGTs, Employee Times, etc.
Copy RAM Procedure should be performed after
close/before open times:
•
Copy RAM creates a mirror image of the RAM,
including all Sales $, NRGTs, Employee Times.

Fan Filters/Fans: Why They Are
Important
•

•

Fans allow heat sensitive equipment to disperse excess heat, while circulating cooler outside
air into the cabinet. Most electronic equipment is designed to operate under certain
temperature conditions. If electronic equipment gets too hot, it can cause equipment
malfunction, as well as contribute to long-term equipment failure.
Fan Filters allow maximum air-flow while preventing many harmful elements from damaging
the electronic equipment. Dust and grease buildup, as well as moisture on circuitry all
contribute to equipment malfunction/failure…the simple and inexpensive maintenance of fan
filters lessens the chance of this failure.
•

Fans/Filters you need to be aware of: 824 Silver Box, Keyboard Cabinets.

Sync! Sync! Sync!
•

•

Frequent Synchronization in the E2 Management Suite is extremely important to proper cashhandling procedures for the carhops, but also allows for more complete data recovery in the
case of 824 crash or data loss.
Syncing Shift, Employee, and Cash Information overwrites the existing data, allowing on-thefly reporting. Perform these actions at least once per shift.

Tip: After recovering from a crash or data loss, the next
sync will overwrite the existing E2 information with 0’s,
so be sure to print these reports before syncing again.
Order-Matic can use this data to help rebuild daily
information in the E2 Management Suite. With frequent
sync practices, it’s easy to recover sales data.

Troubleshooting Basics:
Random vs. Reproducible Problems
•

Random vs. Reproducible Problems
•

•

If the answer is Random, then the solution will involve experimentation. Proceed to
Problem Identification, but keep in mind, troubleshooting may be a hit and miss, until
the problem reoccurs.
If the answer is Reproducible, then the solution will be more easily attained. Reproduce
the problem and proceed to Problem Identification.

Example:
“My keyboard makes this funny squeak each time I press a specific key..” (Reproducible)
“My keyboard makes this funny squeak, but it only happens sometimes..” (Random)

Troubleshooting Basics:
Problem Identification
•

Problem Identification: Which piece of equipment/software is malfunctioning?
• If the answer is one piece of equipment/software, troubleshoot that piece of equipment
accordingly.
• If the answer is more than one piece of equipment/software, find a common element
between the malfunctioning items. Chances are, the common element is the problem,
not the items themselves.

Troubleshooting Basics:
Cause/Effect Relationships
•

Look for Cause/Effect Relationships: Does the
problem occur when something else is done, or is it
un-related?
•

•

If you can establish a Cause/Effect Relationship,
then the Root Cause will be more easily identified.
Once Root Cause is identified and corrected, the
problem should follow.
If no Root Cause can be identified, then the problem
is what-you-see-is-what-you-get. Fix the immediate
issue, but keep in mind; if the problem was Random,
the Root Cause is still out there.

Example:
“When I turn on the bun warmer, the 824 locks up”. In this
scenario, the lockup is a symptom and the bun warmer may
be the Root Cause. Fixing the lockup itself will not
necessarily fix the entire problem, as the 824 will lock up
the next time the bun warmer is turned on. Fixing the Root
Cause will allow the symptom to be corrected.

Troubleshooting Basics:
Swap It!
•

Swap it: Does the problem change or
correct itself when you change
components/settings?
•
•

If the problem changes or corrects itself,
you are on the right track.
If the problem does not change or
correct, then go back to Problem
Identification and look for the Root
Cause.

Troubleshooting Basics:
Signal Flow for Fiber Optics
Fiber Optic Cabling
Fiber optic cabling, for the 824 POS, is used to transmit data to and from the 824 CPU. Each peripheral connected
to the 824 POS utilizes fiber optic technology to perform data transmission.
Sending Data:
Certain peripherals for the 824 POS, such as Keyboards, Check-Off
Units, and Secure Pass Units send a fiber optic signal to the
824. On these peripherals, the fiber optic cable is plugged into
the Black (Send) fiber optic port and sends a signal to a Blue
(Receive) fiber optic port on the 824 CPU. These peripherals
are Input devices for the 824.
Receiving Data:
Certain peripherals for the 824 POS, such as printers, receive a fiber
optic signal from the 824 CPU and perform the requested
function. On these peripherals, the fiber optic cable is plugged
into a Blue (receive) fiber optic port and receives a signal from
a Black (Send) fiber optic port on the 824 CPU. These
peripherals are Output devices for the 824.
Some Devices, such as FOS Boards, utilize both a Send and a
Receive fiber optic cable. These devices communicate both
ways with the 824 POS and will use a double fiber optic cable
as shown:

Troubleshooting Basics:
Tracing Signal Flow to/from the 824
Tracing the fiber optic signal flow to/from the 824 Board allows you to narrow the issue between equipment or settings.

Example: If a send peripheral (like the keyboard shown below) stops working, verify it is sending the fiber optic signal
to the 824 Board when a key is pressed. If it is not sending the signal, the issue is with the keyboard. If it is, then
the signal is either corrupted (bad fiber optic), or a problem with the 824 (setting, port on the board, etc).

Troubleshooting Specifics:
How to Identify/Deal with “Lockups”
Key Symptoms:
•
Time on Manager’s Console is frozen
•
Garbage on the screens
•
Unable to ring up/clock out/scan orders
•
Stuck on Boot up Screen
•
•
•
•
•
•
•

Recovery Methods:
Stay Calm- Identify the problem first
Error Messages: Is there a printer error? PAYS error?
Print any reports from the 824 or E2 you can…do not sync!
Identify any actions surrounding the lockup; what may have caused it?
Power off the 824 for 15 seconds, this may help
Contact the Support Center, and relay any necessary information