MCE Troubleshooting Workstation Offline

APPLIES TO:

Oracle Hospitality Simphony - Version 2.0.0 and later
Oracle Hospitality Simphony Cloud Service - Version 2.0.0 and later
Information in this document applies to any platform. Last updated JUNE 2022.

PURPOSE:

1.  CAPS workstation is showing check and posting status offline in PMC.
2.  When trying to pick up a check that was previously opened on a different workstation, the customer is prompted with an error message:

“Check owned by an offline workstation. Override?”

“Go to workstation HHT01 to pick up the check”

This common occurrence is due to a communication issue between the workstations. Either the CAPS (CAPS is an acronym for Check and Posting Database) workstation is offline OR a specific workstation is not communicating with the CAPS.

TROUBLESHOOTING STEPS

Confirm Workstations are turned on and connected to a network. Confirm the Check Operations application (aka 'OPS') is online:

• Simphony 2x: Within the Simphony Check Operations program, find a number pad (Non-pop up) and tap : 9-9-9-Clr-Clr-Clr
  • Confirm DB Sync and Check and Posting Service status show ‘Online’
• Simphony First Edition: Sign into the Workstation, navigate the ‘Property Management Console (PMC) and confirm the Workstation Status shows ‘Online’

As an example, we have Workstation A, Workstation B and CAPS workstation. (CAPS is an acronym for Check and Posting Database.)

Your CAPS workstation has the task of communicating all checks opened, updated and closed by the workstations.

Workstation A and Workstation B communicate the checks they have opened to CAPS. CAPS will send the updated data to the workstations.

If a check has a red dot, it means the origin workstation where the check was first created has gone offline.

In this scenario, we are signed into Workstation A, and Workstation's B Check 3017 has a red dot.

If your OPEN CHECK screen displays red dots from ALL workstations, not just Workstation B, this means the issue may be isolated to the workstation you are currently signed into ( Workstation A ).

TROUBLESHOOTING STEPS:

When the status indicator is red, the check is owned by a workstation that is offline. For example, a check shows RED could be because the workstation that owns this check has been turned off.

• If the user tries to pick up a check with a RED indicator, the user is prompted with "Check is owned by an offline workstation <Workstation Name> Override? YES / NO" 
• Pressing YES will allow the user to override the check. Depending on the Employee user privileges Authorization to process the override may be required.
• Pressing NO will cancel the override and return the user to the previous screen.
• It is NOT recommended to override checks open on the system as it may result in out-of-balance reports and have other adverse effects on the system.  

Launch the PMC – the important thing here is that the Check and Posting Status and Database Sync Status should always be online. 

If Database Sync Status is Offline, this indicates an issue with the current workstation's internet or firewall connection. It may not be syncing properly to the CAPS and/or the Oracle Cloud.

If Check and Posting Status is Offline:

•  Check another workstation. If the other workstation says CAPS is online, the issue is isolated to the workstation you are signed into. Follow steps below for Local troubleshooting.
• If the other workstation also states CAPS is offline, follow steps below to confirm if it can be resolved locally.

Workstation Steps to Recovery

Engage the assistance of a manager on site for the following: 

1. Reboot the terminal you are currently signed into. Hold the power key down until the screen turns off and release the key. Wait 10 seconds and press the key again to power on. Once fully booted, check the status again and confirm if CAPS is online. If not, follow the next step.
2. Reset the cables. Locate the Ethernet cord in the back of the workstation. Unplug the cord, leave off for 10 seconds and plug again. Reboot workstation.
3. Swap Cables. If there is a nearby workstation, unplug the Ethernet cables and swap them. Reboot offline workstation only. If the connection says online, the cable or socket may be faulty. Call for a technician.  

If the connection is still not stable, return cables to their original workstations and reboot both. Confirm the workstation returned online and continue to troubleshoot the offline workstation.

Check Windows Firewall