Troubleshooting

Owned by Jasper van der Velde (Unlicensed)
Last updated: Oct 22, 2013 by Dave van Bakel (Unlicensed)
3 min read

 

Welcome to the TIM troubleshooting guide! 

 

 TIM Client

Device not allowed

  1. Open TIM Manager on back of house server
  2. Open Dashboard tab
  3. Double click on device name and select enable device

Connection problem 

  1. Verify that the device is connected to the appropriate Wi-Fi  network
  2. Verify the hostname and port number in TIM device settings
  3. Enter the following URL in Safari to test if you can connect to the service: http://{HOSTNAME}:{PORT}/soap/TIMSoapConnector

Connecting to gateway

  1. Verify that the device is connected to the appropriate Wi-Fi network

No available profiles

This issue indicates that there are no profiles available.

There are two situations that could cause this

 

Employees that logged out on the device didn’t release the profile

  1. Open TIM Manager on back of house server
  2. Open Dashboard tab
  3. Click on the device name that your employee was using before
  4. Select disconnect

Using  more devices then licensed

  1. Please contact our Sales department

Duplicate device name not allowed

Each device requires to have its own unique device name. The device name can be setup within the settings of TIM on the iPod.

  1. Open TIM Manager on back of house server
  2. Open Dashboard tab
  3. Verify that the device name isn’t already in the overview
  4. If so double click on the device name and select remove device

Invalid table

Most likely there is an open table in training module with the same number as the table you are trying to access.

  1. Login Aloha POS terminal
  2. Go to WWT (working with tables) screen
  3. Select the table with duplicate number
  4. Transfer this table to a new table.

Aloha is not ready

This indicates that there isn’t communication possible with the iber instance on the server. Probably because iber.exe isn’t started.

  1. On the server click start and select run
  2. Type services.msc and click Ok
  3. Make sure that TIM Service is started
  4. If the services was already started continue to step 5
  5. Explore to the %IBERDIR%\TMP folder
  6. Open debout of the interface server
  7. Find the reason why iber.exe isn’t started

Network Connection error

  1. Verify that the device is connected to the correct Wi-Fi network.

Not able to scan QR code

  1. Verify that the camera isn’t turned off in restrictions
  2. Verify that demo is turned off In the TIM settings.

Not able to install or update TIM application

Installing and updating of the application needs to be done with the iTunes account that was used with the first installation of the application.

Verify the account by logging into the iPod select 'settings' and 'iTunes and App store', the current Apple ID will show

If you update or install applications through the iTunes on a PC start iTunes and select 'store' and 'show my account'

Wrong menu displaying on iPod

  1. Make sure you are logged in TIM on the iPod/iPad
  2. Go to the 'working with tables' screen
  3. Select the functions tab on the bottom right
  4. Select preferences
  5. Select menu and see which menu is selected
  6. Select the desired menu, you will see it selected if the green checkbox appears
  7. If the menu is not displayed check Aloha Manager if a created event is not overruling the preference.

TIM does not recognize camera to scan QR code

Make sure the camera is not disabled in 'restrictions' in the settings of the iPod/iPad.

My guest check doesn't print at rerouted printers (select check printer functionality).

  1. Log into Aloha Manager using an account that can edit the store settings.

  2. Choose Maintenance > Store Settings.

  3. Select the System group.

  4. Select the Interfaces tab.

  5. Make sure the Use FOH COM Interface setting is flagged.

  6. Make sure you've put in the following string into one of the textfields under External Activity Interceptors: TIMAlohaInterceptor.Handler

If above settings are in place and the rerouting of guest checks is still not working:

  1. Navigate to the Aloha TMP folder on the interface server.
  2. Check the debout of the interface server for the following line:  "Successfully plugged TIMAlohaInterceptor.Handler InterceptPrinting handler into Aloha"
  3. If this line is not in place, please re-register the TIMAlohaInterceptor.dll from the TIM > BIN folder.

 

TIM Backoffice

The BackOffice service doesn’t seem to connect to Aloha (‘Aloha not connected’)

  1. Check the Debout of the interface server. There must be a line indicating that Aloha is up and running. [INFO],,"Terminal up..."
  2. Verify you have the Aloha FOH COM interface activated.
  3. Verify the TERM variable is set as a Windows Environment Variable
  4. Verify that the interface server is setup correctly within Aloha.

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