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Troubleshooting Online Ordering

MS Info
  • Updated

All Menu Items are not sending to the remote printers

First, try to uninstall and reinstall the online ordering service, a Windows file is more than likely not in sync. You can also take the previously downloaded dll files (in the original folder with the setup.exe install), and manually place the dlls within the MicroSale directory.

Only some menu items not sending to remote printers

    1. Verify all Menu Items are setup to use remote printers
    2. Make sure only one terminal is setup for Auto-Release in Phone Order Register Options
    3. Make sure the menu items are not missing PLU numbers 

 An order (or orders) are failing due to missing PLU numbers

  1. Review the trace.txt file (Micro$ale directory > Online Order folder) Search for name of order is easiest way to locate order.
  2. Find PLU for menu items inside of Trace file
  3. Find Menu item inside of MicroSale with PLU
  4. Review the provided PLU to Online Ordering Company and verify the PLU matches with the PLU inside of MicroSale. If PLU is different or missing, make sure to use same PLU for MicroSale and Online Ordering company

Order failing mid-way through the order

  1. Review the trace.txt file (Micro$ale directory > Online Order folder) Search for name of order is easiest way to locate order.
  2. Find the line where the order is stopping and review the line of code
  3. Check to see if there are extra spaces in the menu item
  4. Check to see if the note field has more than 20 characters

Online order goes through but is not showing in MicroSale

  1. Verify where the Call In Orders database is pointing (either Access or SQL)
  2. Verify that MicroSale is using the same type of database (if MicroSale is using Access, the Call In Orders database needs to be using Access, or vice-versa with SQL)
  3. Or, shut down Online Order Server (going to OnlineOrderSetup.exe > select Stop), shut down MicroSale and then Start MicroSale (the online ordering server will automatically "Start" when MicroSale is launched).
    1. This will ensure both the Online Order Server and MicroSale are using the same database set

Online Ordering Company is not connecting to Online Order Server

  1. Verify that the internet is not down
  2. Verify the Online Order Server is installed and running (within the OnlineOrderSetup.exe, it will say "Server Running". If it is off, press Start.
  3. Verify the port is forwarded to the correct IP address (matching the terminal hosting the online order server)
  4. Verify the Public IP for the site matches the online order server.