If the problem is listed in this manual, please try the resolutions before you call.
Our office hours are: Monday – Friday, 8am to 5pm (MST)
Please call (505) 341-9091

Non-business hours
(Please do the following at the recording)

Non-Emergency

You will be instructed to leave a message in a non-emergency.  You will receive a return call the next business day.

Emergency

You will be instructed to press 0 for an emergency.  You will hear a series of clicks while your call is transferred to our service line.  This will take 10 to 20 seconds.  PLEASE DO NOT HANG UP!  Typically, your call will be answered by the on-call technician; however, if answered by voice mail, please leave your store information, including your name, your CALL BACK NUMBER including AREA CODE, and a brief description of your emergency.  A technician will call you back as soon as possible.

Troubleshooting Instructions

Red paper out light is on

Printer is low or out of paper           

• Open the cover on the printer.
• Check the paper.
• If out - Replace paper now.  (Receipts not printed will now all print).
• If low - Replace paper as soon as possible
• Close cover.  (If cover is not closed completely the red error light will not go out).
• Turn the power off and back on.
• If problem still exists, turn off the power, push and hold the feed button, and while doing so, turn the printer on again.  The printer will print a test receipt.  When it is finished printing, turn the power off and back on.
• If the problem still persists, call for support.       

Red error light is on

Printer error light is indicating a problem

• Check the cover is completely closed.  (Open the cover and then snap cover closed).
• Check the paper is in properly.
• Turn the printer off then back on.
• If problem still exists, turn off the power, push and hold the feed button, and while doing so, turn the printer on again.  The printer will print a test receipt.  When it is finished printing, turn the power off and back on.
• If problem still exists, call for support.             

No lights are on

Printer is not getting electrical power

• Check the printer is turned on.  If not - turn on.
• Check heavy black power cord from the black rectangular printer transformer is plugged into the UPS.  
• Check smaller power cord from the black rectangular printer transformer is plugged into the back of the printer.  (Turn the printer over to check.)
• Check the UPS is turned on.  (Green light on the front should be on.)
• Check the UPS is plugged into a working power outlet.
• Check the outlet has power.  (Electrical breaker is not tripped.)
• If problem still exists, call for support.             

Paper is not coming out

Paper is probably jammed under the printer cover.

• Open the cover.
• Check the paper – if jammed, take jammed paper out.
• Close cover.
• Press feed button.  (Paper should now feed.)
• If problem still exists, turn off the power, push and hold the feed button, and while doing so, turn the printer on again.  The printer will print a test receipt.  When it is finished printing, turn the power off and back on
• If problem still exists, call for support.             

Printer non-communication error on terminals

Data cable may be unplugged or RJ45 adapter is not working

• Check that the data cable is plugged into the back of the printer.
• If not – plug the cable in. (It should snap into place.)
• If the cable is plugged in – unplug the cable and plug the cable back in. (It should snap into place.)
• Check the cream-colored adapter that is between the cable and the printer.  Make sure it is plugged in tight.
• Check that the data cable is plugged into the wall.
• If not – plug the cable in. (It should snap into place.)
• If it is plugged in – unplug the cable and plug the cable back in. (It should snap into place.)
• If problem still exists, turn off the power, push and hold the feed button, and while doing so, turn the printer on again.  The printer will print a test receipt.  When it is finished printing, turn the power off and back on.
• If problem still exists, call for support.              

How to swap a printer

• Turn off the printer.
• Unplug the power cable (Round black cable plugged into back of printer).
• Unplug the Data cable (looks like a large phone cord).
• Take backup printer from office or move a printer from another location and plug it (make sure that the printer is of the same type).
• Turn power off and back on.
• Order an Item to print at that printer to see if the new printer works.  If so your RJ45 adapter (see glossary) is not working.
• Call support during business hours for assistance.             

Rerouting printer to an alternate printer in an emergency

To route from down printer to an alternate printer

• From any terminal, press the "Functions" button.
• Press the "System" button.
• Press the "Reroute Printer" button.
• Press the "Non functioning printer".
• Press the "Change Routing" button.
• Press the "Alternate printer" on the right side.
• Press Done.              

To turn off the routing to the alternate printer

• From any terminal, press the "Functions" button.
• Press the "System" button.
• Press the "Reroute Printer" button.
• Press the "Rerouted Printer".
• Press the "Change Routing" button.
• Press the Printer with the same name on the right side.
• Press Done.             
  

Magnetic Card Reader is not working

• Test the reader with another card.  If this works, the problem is the card.
• Clean the reader with a swipe cleaner and test again.
• If there is a cord coming from the reader, follow it down and make sure that it is plugged in.  There may be two cords; only one needs plugged in.
• If the reader still does not work – Reboot the terminal (See instructions below.)
• If the reader still does not work, call for support.             

Touch is working but X is not display under finger

Screen need to be calibrated.

• At the terminal Press the "Functions" button.
• Press the "System" button.
• Press the "Calibrate Screen" button.
• Press and pickup your finger on the targets as they appear.
• Press the "Yes" button.
• Press the "Close" button.
• If problem still exists, call for support.                      

Touch is not working at all

• Wait 30 seconds and try again.
• If still not working – Reboot the terminal.  (See instructions below.)
• If the touch still does not work, call for support.             

Terminal is frozen

• Wait 30 seconds and try again.
• If still not working – Reboot the terminal.  (See instructions below.)
• If the terminal still does not work, call for support.            

To reboot the terminal

If touch works

• At the terminal Press the "Functions" button.
• Press the "System" button.
• Press the "Shut Down Terminal" button.
• Press "Yes" button.             

If touch does not work, or if the “Shut Down Terminal” button does not appear

• Take spare keyboard from office.
• Plug into terminal – be careful to not bend the pins.
• Press the Windows key – (bottom row, 2^nd button).
• A list of functions should come up.
• Arrow up to "Shut Down" and press enter.
• Select "Restart".
• Tab to the "OK" and press spacebar.
• Terminal should reboot – Remove the keyboard and return it to the office.             

If the terminal will not reboot or the keyboard does not work

• Find the on and off switch and turn the computer off.
• After the terminal shuts off.  Wait 5 seconds, then turn it on.
• If the terminal will not turn on or off call for support.             

Terminal screen is blank

Terminal either has no power or a screen problem.

Two Part Terminal (CPU and monitor)

Green light near the power button is not on.  The monitor has no power.

• Press the power button to turn on the monitor.
• Check the power cord between the back of the monitor and the UPS.  If the light is still off, call for support    

Orange light near the power button is on.  The monitor has lost the video signal.

• Check that the video cable is plugged into the CPU.
• If the screen still is not working, call for support.              

Self Contained Terminal (All-in-One terminal)

There is no green light on the terminal.  It has no power.

• Look for the on and off switch turn on the terminal.
• Check the power cord under the terminal and at the UPS.  Check the UPS is turned on.  (Green light on the front should be on - see picture)
• Check the UPS is plugged into power outlet.
• Check the outlet has power.  (Electrical breaker is not tripped.)
• If problem still exists, call for support.             

Terminal keeps rebooting

• Watch the bottom left of the screen as Aloha is loading on that terminal. 
• Note what it is loading when it starts to reboot.  Give this information to the support technician.
• Call for support.              

One terminal screen displays – "Make File Server"

This terminal has lost its data link to the network

• Check that the data cable is plugged into the back of the terminal.
• If not – plug the cable in. (It should snap into place.)
• If the cable is plugged in – unplug the cable and plug the cable back in. (It should snap into place.)
• Check that the data cable is plugged into the wall outlet.
• If not – plug the cable in. (It should snap into place.)
• If it is plugged in – unplug the cable and plug the cable back in. (It should snap into place.)
• If no lights are on on the front of the network switch, it has no power.  Be sure it is plugged in.
• Check that each cable plugged into the switch has a flashing light next to it.  If one does not then, unplug it and plug it back in.
• If the light is still not on, unplug that data cable from the wall outlet and snap back in.
• If the problem still exists, unplug the power cable from the network switch for five seconds, then plug it back in.
• If problem still exists, call for support.             

All Terminals screen displays – "Make File Server"

The network switch in the office is down.

• In the office check that the network switch is plugged in.
• If problem still exists, call for support.                                                                                                                                        

Putting the system into redundancy if file server is down.

• First, check the file server in the office; if there is a problem please follow the steps listed below and try to get it back up and running.
• Next, at the terminal that says "Make File Server", press the "Make File Server" key.
• Add the two numbers displayed on the screen together, and enter that number on the keypad.
• System will go into redundancy, and all terminals will start working.
• Call for support and let them know you are in redundancy.

Note: If you put your system into Redundancy, you will lose the ability to process Credit Cards automatically.  The system will continue to accept Credit Cards, however, and will automatically authorize them as soon as it is taken out of redundancy.              

One Terminal displays "EOD in progress" and all other terminals display waiting on Master

• Call for support

One Terminal displays "Waiting to grind" and all other terminal display waiting on Master

• Call for support

UPS near the terminal is beeping

The power to the electrical outlet is off

• Check circuit breaker.              

UPS near the terminal is off

(No green light on the front)

The UPS power is off.

• Check the UPS is plugged into power outlet.
• Check the outlet has power.  (Electrical breaker is not tripped.)
• Press the power button on the UPS.
• If unit does not come back on, call for support              

Screen (Monitor) is blank

Monitor either has no power or the video cable is down.

If there is no light on the light near the power button, the monitor has no power.

• Press the power button to turn on the monitor.
• Check the power cord between the back of the monitor and the UPS. (Be sure both ends are securely plugged in.).
• If the light is still off, call for support.

If there is an orange light on the light near the power button, the monitor has lost the video signal.

• Check that the video cable is plugged into the file server.
• If the screen still is not working. call for support.              

Screen (Monitor) is frozen, the keyboard is not working, and the mouse is not working

The file server has locked up.

• Call for support.             

File Server is off or not getting power (green power light is not on)

File server has no power.

• Press the power button on the front of the fileserver.
• Check the power cord from the back of the server and at the UPS.  (Be sure both ends are securely plugged in.).
• Check the UPS is turned on.  (Green light the front should be on.)
• Check the UPS is plugged into power outlet.
• Check the outlet has power.  (Electrical breaker is not tripped.)
• If problem still exists, call for support.             

Network Switch is off or has no power

Network Switch has no power.  (No lights are on)

• Turn Network Switch on using the power switch on the backside of the Network Switch.  Some Network Switches have no power switch.
• Check the power cord from the back of the Network Switch and at the UPS.  (Be sure both ends are securely plugged in.).
• Check the UPS is turned on.  (Green light on the front should be on.)
• Check the UPS is plugged into outlet.
• Check the outlet has power.  (Electrical breaker is not tripped.)
• If problem still exists, call for support.