Device Management SOP - Device Toubleshooting V1.1

Overview 

The objective of this SOP is to provide RS agents with a guide on what type of restaurant device issues the store may face, what the troubleshooting steps are and what the escalation route to second level support is.

Areas of Focus:

• 1. POPI Restaurant Verification 
• 2. Device Management Zendesk Ticket Flow 
• 3. Summary Table 
• 4. Charging dock/Cradle removal 
• 5. Printing issue 
  • 5.1 Not feeding the slips 
  • 5.2 Blank/vague printing 
• 6. Device does NOT turn ON 
  • 6.1 Blank screen 14
  • 6.2 Device stuck on Boot mode/Factory Mode 
• 7. Connectivity issues 
  • 7.1 “over deadline 1/2/3” on Connect (Battery percentage above 5%) 
  • 7.2 Stuck on “Connecting to Mr.D - this may take up to 3 mins” 
• 8. Charging issues 
  • 8.1 Device is not charging 
• 9. Logged out devices 
• 10. Connecting a device to wifi

1. POPI Restaurant Verification

When outbound or inbound contact is made to a Restaurant related to resolving the device issues, agents must ensure they follow the POPI Security Questions.

All security vetting questions related to inbound and outbound restaurants contacts can be found in the :POPI FOOD CS SOP

Important to Note: When troubleshooting restaurant device issues, ensure you go through all the relevant troubleshooting steps to ensure that the issue cannot be resolved before escalating further.

2. Device Management Zendesk Ticket Flow

The below flow provides the process that all agents should follow when completing queries related to device management.

How to complete your Macros

3. Summary Table

Troubleshooting Category	Troubleshooting Type	Issue Description	Decision Tree	Macro Name	Resolved Classification Mr D Food :: Store Query
Printing issue	Not feeding the slips	Not printing slips	Link	Mr D :: Device Escalation:: Printing Issue	Device & System Support :: Printing Issue :: Not Printing Slips
	Blank/vague printing	The slips are not clear			Device & System Support :: Printing Issue :: Blank/Vague Printing
Device does NOT turn ON	Blank screen	Screen is blank	Link	Mr D :: Device Escalation:: Device does not turn on Issue	Device & System Support :: Device Does Not Turn ON :: Blank Screen
	Device stuck on Boot mode/Factory Mode	Screen says Boot mode or factory mode			Device & System Support :: Device Does Not Turn ON :: Boot or Factory Mode
Connectivity issues	Over Deadline	Stuck on connecting to mr d	Link	Mr D :: Device Escalation:: Connectivity Issues	Device & System Support :: Connectivity Issues :: Over Deadline
	Connecting to Mr.D				Device & System Support :: Connectivity Issues :: Connecting to Mr D
Charging issues	Device is not charging	It's in the charger but not charging	Link	Mr D :: Device Escalation:: Charging Issue	Device & System Support :: Charging Issues
Logged out devices	Logged out devices	I don't know my username and password	Link	Mr D :: Device Escalation:: Logged out devices	Device & System Support :: Logged Out Device
Connecting a device to Wifi	Connecting device to Wifi		Link	NA	Device & System Support :: Connect to Wifi

4. Charging dock/Cradle removal

Upon receiving a inbound call, we require an agent to assist the store with their inquiry, as part of the call agents should confirm the charging method stores use to charge their device.

1.	Question: Are you using your charging dock to charge your device?
2.	IF YES  - Inform the store to remove their device from the charging dock. The device should not even be resting on the charging dock while it is plugged in directly to the device.  - Proceed with the store inquiry
3.	IF NO  Inform the store to remove their device from the charging dock. The device should not even be resting on the charging dock while it is plugged in directly to the device.  If the store asks why cant they use the charging dock Inform the store the charging dock was an additional charging method in case of the device charger port get damaged, however, we found that the charging dock deteriorates the battery instead of charging it causing the device to go in limp mode (blank screen) until the battery is replaced. The charging docks will be collected by the respective account manager upon store visits.
4.	View of cradle being used on Connect Open restaurant device on connect Insert the restaurant ID Select the restaurant device Select Events

5. Printing issue

5.1 Not feeding the slips

1.

Checks to complete with the Restaurant Check the type of paper used (Thermal paper must be used) Confirm if the paper roller/mechanism is in place. Check if the paper roll is feeding in the right direction(feeding from the top) Check that nothing else other than the paper roll itself is inserted in the paper roll compartment

2

Ask the store to reprint an old order or send a “print” command to the device using connect. Reprint an Order Select Menu Select “Today’s Orders” Select an order then select “Print” Or Send “Print”Command Open Restaurant Device on Connect Select the global search icon Insert the restaurant ID  Select the restaurant device  Select Print Command Select Jobs  Select the commands icon Select “print” Send Print Command Type “Test Print” in the Text box. NB you will not be able to issue a command if the field is empty Select “Issue Command” this will print out a test slip on the restaurant device Confirmation of successful command sent status will be “ Completed OK”

5.2 Blank/vague printing

1.	Select “Set printer darkness” Command Select Jobs  Select the commands icon Select ““Set printer darkness”” Send “Set printer darkness” Command Type “3” in the darkness value field . NB you will not be able to issue a command if the field is empty Select “Issue Command” this will print out a test slip on the restaurant device Confirmation of successful command sent status will be “ Completed OK”
2.	Select “Reboot device” Command Select Jobs  Select the commands icon Select ““Reboot devices”” Send “Reboot device” Command Type “0” in the Target* . NB you will not be able to issue a command if the field is empty Select “Issue Command” this will send a reboot command to the device Confirmation of successful command sent status will be “ Completed OK”

6. Device does NOT turn ON

6.1 Blank screen

1.	Confirm with the restaurant that the devices’ screen is blank to verify that it's off.
2.	Confirm the device if off on Connect Check the communication state of the device on Connect to verify that it's off (will be “over deadline 1/2/3” or reflect “shutdown” under Events )
3.	Check battery level under “latest data”(should not be on 0%). If the battery level is 0%. Check that the charger is plugged into a power outlet and also plugged into the charging port of the device. If the device is charging On Charge value will move from “False” to “True” Battery should be atleast 5% before attempting to switch in on

6.2 Device stuck on Boot mode/Factory Mode

What is Boot & Factory mode

• Boot mode is a device state that shows the device screen in black and allows the user to select 3 different modes in order to start the device.
• Boot mode can be started by accidentally holding a button for two long or by sending a software command to the device  

- The “blue buttons on the left”, on the device, is functional in these menus and can be used to navigate the menu on display.

1.	Determine issue  Request the restaurant to confirm if they see “Boot mode” or “Factory mode” on their device
1.	Boot Mode  Ask the store to press and hold the power button for +-20seconds This will exit the boot menu and restart the device
2.	Factory Mode  Select “Reboot” setting Ask the restaurant to identify the volume up and volume down button on the left side of the device Instruct the restaurant to press the VOLUME UP button to move the arrow to the [Reboot] row.  When reboot is highlighted in blue, instruct the restaurant to press the black POWER button to select. This will exit the boot menu and restart the device
3.	If the device requires login details after reboot, please refer to section “5. Logged out devices”.

7. Connectivity issues

7.1 “over deadline 1/2/3” on Connect (Battery percentage above 5%)

1	Check last time message & device battery if the last message time is less than 12 hours ago AND  The battery percentage is 5% or above If both of the above criteria is met follow step two and send a reboot command to the device  If the “last seen” time is more than 12 hours ago, the device is powered off and the reboot command would not be successful.
2	Select “Reboot device” Command Select Jobs  Select the commands icon Select ““Reboot devices”” Send “Reboot device” Command Type “0” in the Target* . NB you will not be able to issue a command if the field is empty Select “Issue Command” this will send a reboot command to the device Confirmation of successful command sent status will be “ Completed OK”
3	Charge device and reboot Request the restaurant to place the device on charge and reboot the device
4	Advise the Restaurant Ensure the device is not kept in an enclosed area.  The device should preferably be placed on top of a counter and not beneath it.  When the device is placed in an enclosed area this may negatively impact the connectivity.

7.2 Stuck on “Connecting to Mr.D - this may take up to 3 mins”

1	Confirm internet connection lost Confirm if the store is seeing any other indicators on the device in line with the signal and battery indicator, ie. a red banner stating “internet connection lost”
2	If yes, Airplane mode might be enabled.
3	If no, please follow steps 4.1 - 4.2 below and request that the store select “log out” at the bottom of the screen, the store can now proceed to log in with their store ID
4	To confirm if “Airplane mode” is enabled: 4.1 Tap x10 times on the MrD logo/Burger on the screen (above the words “connecting to Mr D Food”) 4.2 A settings pin will be required which is (2112) standard on all devices. Once inserted the store can select unlock. 4.3 Go to “device settings” 4.4 An airplane icon will appear on a blank screen, the store should tap the airplane and disable airplane mode, once disabled the screen will go blank 4.5 The store can now reboot the device. 4.6 The device will now be "active" on connect → If no icon’s are presented, go one step back by pressing the back button and request the store to tap on log out. → Proceed to log in with the store ID. **Please note that the settings pin and store ID are two completely different numbers, the settings pin is 2112 which is standard on all devices when going to device settings and the store ID is unique to each store

8. Charging issues

8.1 Device is not charging

1	Confirm Cradle Removal Confirm if the store is not using a charging dock (blue in color).  IF YES, ask the store to remove the charging dock and keep it aside. The charger should be plugged straight into the device.
2	Confirm Charging If no, check that the charger is plugged in properly on both ends, connected to the bottom of the device and fully plugged into a working wall socket..
3	Confirm charging on Connect. If a device is plugged in on charge, Connect logs will indicate “On charge_true"

9.  Logged out devices

Restaurant reporting their device is loading and not connecting to MrD

• If a restaurant reports their device is loading on “connecting to MrD, this may take up to 3min” and connectivity troubleshooting has been done but has not resolved the issue:

1	Confirm restaurant status on Marketplace If the store is in a NEW status, DO NOT provide the store with their APP ID and refer them to the Account manager as the store is yet to go live.
2	Confirm login status of  restaurant If the store is not in NEW status Check the device information on Marketplace to confirm if the device is logged in. Open the store on Marketplace using the store ID, go to details and scroll down to DEVICE INFO.
3	Always ensure to save the USERNAME as the PASSWORD on Marketplace before providing the store the login details. NOTE: The username and password should always be the same!

10. Connecting a device to wifi

We are aiming to increase device connectivity and reduce both SAR’s and our overall Auto suspend count. Having devices connected to Wifi should serve as a fail safe in case both networks are bad at any given time.

This means stores will spend less time in auto suspend if they are disconnected due to connectivity issues on one of the provided sims (MTN & Vodacom).

1	Navigate to Settings  When the device is on, look for the MrD logo on the login or menu screen. Tap x10 times on the MrD logo/Burger on the screen.  A settings pin will be required which is (2112) standard on all devices. Once inserted select unlock.
2	Send All settings Command Select “Send All settings” Command Select Jobs  Select the commands icon Select ““Show All Settings  Items”” Select issue command (image 3) to send the command to the device and provide the store with access to their settings.
3	Navigate to Device Settings Go to “device settings”  Select Network & Internet Toggle the Wifi switch to ON (select the instore wifi connection or strongest open wifi connection available)
4	Once connected, wifi will appear in the middle of the top bar of the screen where the network is usually presented.
5	Request the store to restart their device,  This will allow the device to exit the settings screen and return to the normal/login screen. In order to reboot, ask the restaurant to hold the power button for +-20 seconds.

 

11. Zendesk Flow for Escalations to the Device Management Team

Please note that the device team has 48 hours to investigate the issue and take appropriate measures and arrange a replacement for a faulty device if needed.

NB: Allow up to 48 hours for device shipment via our Restaurant support associates or our 3rd party courier

1	Create a new ticket  Complete the ticket with the below indexing details Form: Mr D Food restaurant Service Request Request Sent By*: RS Restaurant Service Type: Device>select relevant issue from drop down Mr D Food order number/DFD Number*: Restaurant ID: Restaurant Name:: Mr D Food Linked Ticket: Ticket number of call received by the restaurant Ticket Status
2	Complete Marco Apply the “Device Escalation” macro Complete the following Device Issue: Description of what the issue with the device is Troubleshooting Steps Taken: What did you do to resolve the issue before escalating Action Required By the Device Team: Account Manager/Coordinator: Name: Name of Restaurant Account Manager Ensure you CC: The restaurant account manager in the escalation ticket
3	Submit as Open