This page contains answers to common questions handled by our support staff, along with some tips and tricks that we have found useful and presented here as questions.
To power cycle or reset the Black Box, do the following thing. Unplug the black power cord from the back of the Black Box and wait for 10 seconds before plugging it back in.
With the implementation of Fusion Point, all C-stores and Fast Foods are connected on a wide area network. We use the VOIP phone to send voice data over this network and the VoIP phone is programmed to call all stores and the central office at no charge. We encourage everyone to use the VoIP phone when making a call to the office or other stores.
When your store network is down, you can not send paperwork, receive e-mails, or process credit cards through the network. This is the reason why a credit card transaction takes forever to go through. To alleviate the credit card matter, disconnect port #4 in the Black box. Only do this under our advice. Always remember to reconnect port #4 when the network is back up.
To change the system time, go to the System Tools menu, then click on Time/Date. To change the hour or minute, use the arrow up/down or key in the correct time.
You can poll a missing shift by going in to the Poll Previous Day menu. Click on "Get Previous Day 1st, 2nd, or 3rd" to poll your shift. During this process, a pop up menu will appears to verify if the shift you are importing has the correct date and shift number. Click OK to import the shift. If a shift continues not to poll, there is a possibility that the shift was closed more than once. If this is the case, contact the I.T. department by logging in a support call.
Always update the register under our recommendation. If the register price is different than the store computer's price, go to Ruby POS and select Update PB Ruby. Be aware if New PB Ruby or Replace PB Ruby is selected, it takes 1 hour for the process to complete. The New PB Ruby appends price change to the existing PLU file in the Ruby, while the Replace PB Ruby deletes and replace the PLU file.
To log a support call for Maintenance or I.T., go to the Support page on our Company Intranet, click on the Support Call link. Make sure the Caps Lock key is turn on. Enter all information needed. Make sure the correct asset is selected for each call.
Note: before clearing a report, make sure you have printed all reports. To clear a Blackbook report at the end of the month, hold down the Alt key and press F8. Click on the "Run" button and all numbers should cleared and date changed.
To reset the HH Scanner, try to warm-boot the scanner. Simultaneously hold down the yellow "FN" button, the white "Alpha" button, and the "BkSp" (backspace) button to restart the scanner. If this process doesn't work, take a paperclip and insert into the small hole below the backlight button while holding down the power button at the same time. The scanner will reset in a few seconds and you will see a screen asking you to calibrate the touch screen. Follow the cross on the scanner to calibrate the screen.
Occasionally, the Money Order services will stop working. In order to fix this problem, restart the store computer to restart the Money Order print services. If this procedure does not work, make sure two cables (the power cable and the white network cable) are securely plugged into the money order machine.