Aloha Troubleshooting and Support
Aloha Troubleshooting and Support
Aloha Troubleshooting and Support
Contents
2. Getting to know Aloha
3. How does it work?
4. Aloha equipment
5. Database Errors
5. Other Errors
6. Network Errors
7. EOD and Grind Errors
7. End of Day
8. Marker Files
9. How to Manual Grind
9. How to ReGrind in Aloha Manager
9. Why is my store not Grinding?
9. When do I need to “Make Fileserver”
10. My DSL is not down, why is EDC not processing?
10. Date of Business (DOB)
10. FOH Time
10. Downtime.ini
10. Verify Errors
11. Printer Troubleshooting
11. Terminal Troubleshooting
Getting to know aloha
Aloha is an easy to learn point-of-sale program with a very simple file structure. The Aloha file
server is used to hold and manage the databases and files. Front-of-house (FOH) terminals are used to enter
and monitor transactions. The file structure for what is called the Aloha server or back-of-house (BOH) will
vary between versions but the basic file structures you will have to deal with are shown below along with
the more important files in each.
C:\ALOHA
\BIN All of the executables and dlls. The meat of Aloha. **
Iber.exe – Executable that runs FOH
\BMP All of the bitmap images used on the BOH and FOH. **
Icons for clock-ins, buttons and tenders
\HTML Contains the current logo bitmap used on the FOH and BOH.
Logo.bmp - Logo used for BOH load screen and FOH screen savers
\NEWBIN Used during the update process to replace and “update” files in BIN.
\NEWDATA All newly modified databases. Modified in the BOH Aloha Manager.
Aloha.ini - Contains store information and Date of Business (DOB)
\POLLING Log and setting files used by corporate and RLP programs
\PROFILES Contains settings for users Aloha Manager profile. Shortcuts, etc.
\RECIPE Holds recipe information for versions and concepts that use it. **
\TMP Temp and log files used for troubleshooting and basic functions
** These folders are required to be present for Aloha FOH to synchronize with BOH
How does it work?
The flow of information
Remaining Terminals
Acts as print server for its receipt and remote printers
Other Errors
“Security Key Not Found”
The security key is loose or missing from the back of the Aloha server
The ibercfg.bat sections that are important for naming look like:
SET EDCPATH=\\alohaservername\BOOTDRV\Aloha\EDC
SET TERMSTR=computername (usually)
SET TERM=#
SET NUMTERMS=#
SET SERVER=alohaservername
If the Set Server in ibercfg is pointing to the wrong server, the terminal will not start.
EOD & Grind Errors
“Waiting for EOD to Complete”
EOD file is still in Data folder
***Regardless of error or cause of EOD, always go through the step-by-step EOD troubleshooting to check
all points of the EOD process. EOD can hang at one spot or it can appear to complete but skip over other
steps***
End of Day
During the End Of Day (EOD) Aloha goes through some basic steps. Sometimes these steps get
interrupted. Things that could interrupt the EOD might be;
1. The master terminal was turned off
2. The aloha server was low on resources due to not being rebooted x2 weekly
3. An external labor or tip share program was left open on the aloha computer. Only EDC or
Aloha Manager can be left open during EOD.
4. Someone was running reports as EOD tried to start
GNDDBF30.XXX
Gets placed in dated folder upon successful grind
If a date is caught in a grind loop, copy one of these files from another dated sub-folder into the
folder you are trying to grind to stop it from trying to grind again
EOD
Gets placed in Data folder during EOD process and deleted upon completion of EOD
OK
When FOH displays 'Waiting for system configuration files to complete' for an extended period,
check for the existence of an OK file in the DATA folder on the file server.
If an OK file does not exist, create an OK file by typing the following from a command prompt on
the file server:
ECHO 1 > %IBERDIR%\DATA\OK
EXITING
Gets created in the TMP folder during a Refresh or when Stop FOH is initiated from Utilities
If an EXITING file exists on the file server (or a terminal acting as the file server), the FOH
terminals continuously reboot until the file is removed
How to Manual Grind
Mainly performed from a dos prompt
The command to fire grind:
c:\Aloha\bin\grind /date (dated subdirectory folder)
Ex: c:\aloha\bin\grind /date 20020527
When running on FOH, BOH reports will not be available. They can not and should not try to batch the
credit cards unless the server was on and EDC was working. Most times you would not have to Make
Fileserver unless it was completely down. EOD will run normally while running on FOH. The dated
folders get created on the Master terminal. EDC transactions get saved as spl files on the Master terminal in
the EDC folder. Fileserver Recovery will need to be run from the new server once it is connected. This
process can take some time.
My DSL is not down, why is EDC not processing?
EDC RESET
Sometimes EDC gets stuck. If the DSL connection is up but credit cards are not processing, go to the Aloha
Server and in the EDC. Go to File and Stop POS processing. Click yes to confirm. Close the EDC. Click
yes to confirm. Re-open the EDC and log back in. Go back to File and Start POS processing. Usually
credit cards will start processing again. To test you can go to EDC Functions and Authorize. Enter a credit
card number, expiration date and at least $1 for the amount. Click okay and if the connection is processing
you will get an approval code. If you do, go to Functions and Voids. At the bottom you will see the test
you just entered. Select it and click okay. Confirm void and okay.
FOH Time
The time on the FOH is determined by the time on the Aloha server in the Windows system tray. When a
terminal loads into windows it checks its time against the server time. Having the wrong time zone or
daylight savings settings will throw the time off by one to three hours. When in doubt match the terminal
with the settings on a terminal with the correct time. The master terminal plays a big role in the FOH time.
The remaining FOH terminals look to the master terminal for direction. Even each terminal checks its own
time with the server the master terminal being off in time can throw off the others.
Downtime.ini
This file holds information about which terminal was last the master and which computer was last the
server. After a refresh the terminals reference this file first and wait for that terminal to become master
rather than the next available taking over. After a minute or two if the last master mentioned in the ini does
not come up another will take over.
Verify Errors
When closing Aloha Manager Aloha checks for errors that could affect the front of house. If any are found a
verify error will pop up from notepad detailing the issues.
Terminal Troubleshooting
“Terminal # is down”
Seen on all other terminals. That terminal is off or has bad network connection
“Master is Down”
This is usually just a status message as the terminals are coming up after a refresh. If a
terminal that was not the master comes online before the one that was the master, this
message with display at the bottom of the Aloha touchpad until the master finishes loading
Printer Troubleshooting
“Terminal # Printer # is offline”
The named printer is disconnected or not seen on the network or is needing replaced.
For more detailed information, see the document “Terminal and Printer Troubleshooting”