QSR DX-2000 (eXpert) Troubleshooting

Guide
KDS & CSK

QSR Automations, Inc.

QSR Automations, Inc.

2301 Stanley Gault Parkway
Louisville, Kentucky 40223
Tel: 502-297-0221
Fax: 502-297-0223
www.qsrautomations.com
Date Revised 8/18/2009
The information in this publication is subject to change without notice.
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eXpert, and KP-3000 are trademarks of QSR Automations, Inc.
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QSR Automations, Inc.

TABLE OF CONTENTS
INTRODUCTION
1 .......................................................................................................................... 1
SITE MANAGER & STATION MANAGER 2.................................................................................... 2
Site Manager......................................................................................................................................... 2
Station Manager.................................................................................................................................... 2
SITE MANAGER ERRORS

3 ........................................................................................................... 3

Site Manager is not Running (Icon does not appear in the System Tray) ............................................. 3
Error: Site Manager cannot Bind to Configured (IP Address). Check Network Settings. DHCP
should not be used and local IP Address should be consistent with IP Address specified at install
time ..................................................................................................................................................... 3
Accessing Site Manager results in an Unhandled Exception Error...................................................... 3
DX2000 HARDWARE ISSUES

4 .......................................................................................................... 4

Site Manager Not Found....................................................................................................................... 4

Controller Does Not Show in Site Manager.......................................................................................... 4
Screen is Misaligned (resolution) ......................................................................................................... 5
Touch Screen does not recognize touches............................................................................................. 5
Does not Boot Past the Starting Windows Screen .............................................................................. 5
Station Manager Service unable to start - Failed to Get IP Address from Site Manager..................... 5
Station Manager Service unable to start - Bind Failed error ............................................................... 6
QSR SOFTWARE ISSUES

5 ............................................................................................................... 7

Controller Remains at the Windows Desktop........................................................................................ 7

Kitchen Client Issues............................................................................................................................. 7
Print Client Issues................................................................................................................................. 7
Epic Emulator Does Not Start............................................................................................................... 7
Epic Emulator yeilds Error (10049)Bind on IP Address ###.###.###.### @ port 0X8300 failed 7
Error: The window size you have selected for this station exceeds the boundaries of the screen.
Press Any Key to shut off KDS at this station.................................................................................. 8
Station Manager error: Service is not responding to the control function......................................... 8
APPENDIX A ALL SCREENS FROZEN/NO NEW ORDERS APPEAR ........................................... I
Starting KDS .......................................................................................................................................... i
Starting CSK .......................................................................................................................................... i
APPENDIX B VERIFY C RUNTIME ON A DX2000 ............................................................................ I

ii

QSR Automations, Inc.

INTRODUCTION

This document covers basic hardware troubleshooting for the DX-2000 (eXpert)
controller. The DX2000 is loaded with the embedded XP (XPe) operating system.
This document highlights issues which may be corrected in the field to restore
full functionality to the controller. The DX2000 hardware supports either QSRs
KDS software (running ePic Emulator) or Connect Smart software applications.

Figure 1 DX2000 (eXpert) controller

Chapter 1 Introduction

QSR Automations, Inc.

SITE MANAGER & STATION MANAGER

SITE MANAGER
Site Manager is the software application on the file server that manages the
expert controllers. Although the eXperts are similar to PCs in most regards and
can have their settings such as the IP Address set manually, Site Manager should
be the tool used to do such tasks.
Verify that Site Manager is installed and running indicated by the blue Q icon
in the system tray. Access the Site Manager Console by double clicking this icon.
NOTE: There should only be one instance of Site Manager active on a network.
The Site Manager application runs as a Windows service. The service may be
stopped and started from a command prompt using the following commands.
Net Stop QSRSiteManager stops the Site Manager Service
Net Start QSRSiteManager starts the Site Manager Service
NOTE: Site Manager requires Microsoft .NET Framework 1.0 to operate
properly. Version 1.1 and higher may coexists on the file server but version 1.0 is
required for Site Manger to operate properly. For more detail refer to Appendix
B.

STATION MANAGER
Station Manager runs as a Windows service on each eXpert device. The Station
Manager application allows the eXpert to communicate with Site Manager. The
Station Manager Service may be stopped and started from a command prompt
using the following commands.
Net Stop QSRStationManager stops the Station Manager Service
Net Start QSRStationManager starts the Station Manager Service

Chapter 2 Site Manager

QSR Automations, Inc.

SITE MANAGER ERRORS

SITE MANAGER IS NOT RUNNING (ICON DOES NOT APPEAR IN THE SYSTEM
TRAY)
RESOLUTION

STEP 1 - Verify Site Manager is installed on file server. (There should be a

QsrSiteManager service listed in the Windows Service Control Panel)
No Install Site Manager
Yes - Go to Step 2
STEP 2 Verify Dot Net version 1.0 is installed on the Site Manager PC.
No Install Dot Net version 1.0
Yes - Go to Step 3

STEP 3 Verify Site Manager Service is running (QsrSiteManager) in Windows

Services. Does the icon appear now?
No Start QSR Site Manager Service. If already running, then
restart the Site Manager Service.
Yes Reboot the PC. Does the Site Manager Icon now appear? If
not, then verify none of the error conditions below exists.

ERROR: SITE MANAGER CANNOT BIND TO CONFIGURED (IP ADDRESS).

CHECK NETWORK SETTINGS. DHCP SHOULD NOT BE USED AND LOCAL IP
ADDRESS SHOULD BE CONSISTENT WITH IP ADDRESS SPECIFIED AT
INSTALL TIME
RESOLUTION
1.

2.
3.

Browse into the Site Manager Installation directory, typically

\Program Files\QSR Automations,
Inc\ConnectSmart\Common\Data directory.
Edit the KpsStation.xml so that the <StationId> tag is 0 and the
<IpAddress> tag matches the IP of the file server.
Start/Restart the Qsr Site Manager Service.

ACCESSING SITE MANAGER RESULTS IN AN UNHANDLED EXCEPTION

ERROR
RESOLUTION
If this error appears when trying to perform tasks in Site Manager, then the
Microsoft Dot NET Frame work version 1.0 is not installed. Install version 1.0
and restart the Site Manager Service.
Dot NET 1.0 is located on root of CSK 1 installation disks or in the Client
Installs directory for CSK 2 or higher. It may also be obtained from the QSR
FTP Site or from Microsofts website.

Chapter 3 Site Manager Problems

QSR Automations, Inc.

DX2000 HARDWARE ISSUES

SITE MANAGER NOT FOUND

RESOLUTION
This error message appears on the eXpert device when one of the following
conditions occurs.
The controller is connected to the network (ping eXpert from file server).
The Windows Firewall or another firewall application is not blocking
Site Manager.
Site Manager Service is not running. See Chapter 3 regarding issues that
may prevent Site Manager from running.
A network related issue is preventing communication such as the
network switch is not powered on.

CONTROLLER DOES NOT SHOW IN SITE MANAGER

RESOLUTION

Verify that controller is connected to the network. User should be able to

ping controller from the file server and/or VNC to the controller. (VNC
password is qsr)
Verify that Windows Firewall or another firewall application is not
blocking Site Manager.
Restart the QsrSiteManager Service.
Station Manager service did not load on the eXpert
Continue with Steps 1-3 if necessary.

STEP 1 Create a Defined Station within Site Manager. The station should
include the desired IP Address and use the appropriate Template.
STEP 2 On the eXpert, browse into the network settings and manually set the
IP Address configured in Step 1.
STEP 3 On the eXpert, browse to the C:\QSRAuto\Common\Data directory
and edit the KpsStation.xml file. The <StationId> and <IpAddress> should
match that of the Defined Station created in Step 1.
STEP 4 Restart the QsrSiteManager Service and reboot the controller.

Chapter 4 DX2000 Hardware Issues

QSR Automations, Inc.

SCREEN IS MISALIGNED (RESOLUTION)

RESOLUTION
The eXpert controller supports several resolutions, however depending on which
QSR software suite is being used only 800x600 or 1024x768 is supported. To
adjust the resolution of the controller browse to Start > Control Panel > Display >
Settings and adjust accordingly for the software being suite being used.
NOTE: After adjusting the controllers resolution, it may be necessary to use the
Auto Adjust feature on the monitor for optimal resolution.

TOUCH SCREEN DOES NOT RECOGNIZE TOUCHES

RESOLUTION
The touch screen drivers are preloaded on the eXpert controller, so touch screens
should work immediately when hooked up but will most likely need to be
calibrated.

STEP 1 Reseat the USB cable at both ends between the monitor and controller.
Is the touch screen working now?
No Continue to Step 2
Yes Finished
STEP 2 Try attaching the ELO Graphic touch screen to a different eXpert
device. Does the touch screen work now?
No Continue to Step 3
Yes The previous eXpert most likely needs to have the ELO touch
drivers reinstalled (Step 3). However, if possible change device IDs
to use the touch screen on the working eXpert device.
STEP 3 Reinstall the ELO Graphic touch drivers on the eXpert device. These
are available on the QSR FTP Site (ftp.qsrautomations.com).

DOES NOT BOOT PAST THE STARTING WINDOWS SCREEN

RESOLUTION
Turn off the eXpert device by holding in the power button for 7-10 seconds.
Immediately after the green power indicator light goes dark, power on the
eXpert by pressing the power button again.

STATION MANAGER SERVICE UNABLE TO START - FAILED TO GET IP

ADDRESS FROM SITE MANAGER
RESOLUTION
This error is typically the result of one of two issues:
Site Manager is not running on the Host PC
Site Manager does not contain a Defined Station for this Device ID. The
station ID in question will appear in yellow at the bottom of Site
Manager. Add a defined station (using the appropriate IP address) in
Site Manager and then restart the eXpert.

Chapter 4 DX2000 Hardware Issues

QSR Automations, Inc.

STATION MANAGER SERVICE UNABLE TO START - BIND FAILED ERROR

This error is typically the result of Station Manager attempting to bind to an IP
address different from the actual address of the physical network adapter or the
address is already in use on the network. Be sure to note the IP Address
specified in this error message.
NOTE: A new eXpert is set to device ID 16 by default. A conflict will result
when multiple new eXperts are powered on at the same time. Instead, load
new eXperts one at a time and adjust the device ID prior to loading the next
device.

STEP 1 Reseat the network cable connected to the eXpert and the switch.
Verify the link light on the eXpert and switch are illuminated. Reboot the
controller. Did the error return?
No Finished.
Yes Continue to Step 2.
STEP 2 Open Command Prompt and run an IPConfig on the eXpert. Is
this the same IP Address referenced in the error message?
No On the eXpert, open Control Panel > Network Connections >
highlight Local Area Connections > Choose Change Settings of this
connection. Update the IP address to the address referenced in the
error message. Reboot the controller.
Yes Continue to Step 3.
STEP 3 On the eXpert, browse into c:\QSRAuto\Common\Data and open
the KPSStation.xml. Verify that the IP Address tag contains the same IP
address as the physical network adapter. This should appear like the
following <IpAddress>192.168.1.101</IpAddress>. Save the changes and
restart the eXpert. Did the error return?
No Finished.
Yes Continue to Step 4
STEP 4 Verify that the IP Address is not already in use on the network.
From the Site Manager PC, ping the address with the eXpert on the network
(should receive replies) and again with the eXpert powered off (Should NOT
receive replies).
No replies in either case Something is preventing communication
between the eXpert and Site Manager. Verify the physical
connections or try a different port on the switch.
Replies received in both cases There is another device with the
same IP.
Reply received w/ expert on, No reply received w/ eXpert off This
confirms another device is not using the IP address. Continue to
Step 5.
STEP 5 Verify there is not a conflict with another eXpert device by placing
the device and Site Manager on an isolated network (if possible) or by
shutting down all other eXperts. Reboot the eXpert. Did the error return?
No Determine which device is conflicting.
Yes Contact QSR Technical Support

Chapter 4 DX2000 Hardware Issues

QSR Automations, Inc.

QSR SOFTWARE ISSUES

It can be assumed that if an eXpert boots to the desktop, shows as a Station

Present in Site Manager, and has the Running OK status then whatever issue
affecting the controller is most likely software related rather than hardware
related. This chapter briefly covers some of the common issues related to
software that might inhibit the controller.

CONTROLLER REMAINS AT THE WINDOWS DESKTOP

RESOLUTION
An application needs to be setup and selected to run on the eXpert. This is done
in Site Manager through use of Templates. The software suite (CSK or KDS)
determines which Template should be applied to the station. For information
regarding which Template to use and ensuring that the Template is configured
correctly contact QSR Technical Support.
In Site Manager under Defined Stations, make sure the station has a Template
applied to it.

KITCHEN CLIENT ISSUES

RESOLUTION
For issues regarding the setup and usage of the Kitchen Client, refer to the
ConnectSmart Installation Guide or contact QSR Technical Support.

PRINT CLIENT ISSUES

RESOLUTION
For issues regarding the setup and usage of the Print Client, refer to the
ConnectSmart Printer Setup Guide or contact QSR Technical Support

EPIC EMULATOR DOES NOT START

RESOLUTION
Verify in Site Manager > Defined Stations that the emulator template is
configured for the eXpert

EPIC EMULATOR YEILDS ERROR (10049)BIND ON IP ADDRESS

###.###.###.### @ PORT 0X8300 FAILED
RESOLUTION
The epic emulator is used when running the KDS software. The epic emulator
uses an EmulatorConfig.xml file to store its settings. This is located in the same
directory as epicemulator.exe. In most cases, this error is a result of an IP conflict
with another device or another emulator running on the network. Note the IP
address listed in the error message.

Chapter 5 QSR Software Issues

QSR Automations, Inc.

STEP 1 Shutdown the eXpert, then ping the IP address listed in the error
message. Does the ping receive a reply?
No Continue to Step 2
Yes Determine which device on the network is replying and adjust
the IP address so there is no conflict.
STEP 2 Open RDS Console and note the device IDs that are currently in use.
Note a Device ID that is not in use and the IP Address assigned to this ID (found
in the Network form in RDS Console). On the eXpert, attach a USB mouse and
keyboard. Browse into the emulator directory (typically \QSRAuto\Emulator)
and open the emulatorconfig.xml. Modify the <DeviceID> to the unused ID and
the <IpAddress> to the unused address. Save and close the emulatorconfig.xml.
Then execute the epicemulator.exe. Does the emulator load?
No Contact QSR Technical Support
Yes There must have been an ID conflict with another emulator on
the network. Use RDS Console to adjust the IDs if additional
changes are necessary.
NOTE: When modifying the EmulatorConfig.xml, only modify the value
appearing between the tags. For example, if modifying the IP Address to
192.168.1.16, then this would appear <IpAddress>192.168.1.16</IpAddress>.

ERROR: THE WINDOW SIZE YOU HAVE SELECTED FOR THIS STATION
EXCEEDS THE BOUNDARIES OF THE SCREEN. PRESS ANY KEY TO SHUT OFF
KDS AT THIS STATION
RESOLUTION
This error occurs because the eXpert display attributes are set to 800x600.
However, the CSK dataset is configured to use a 1024x768 resolution. On the
eXpert, open Control Panel > Display > Settings Tab and change the resolution to
1024X768.

STATION MANAGER ERROR: SERVICE IS NOT RESPONDING TO THE

CONTROL FUNCTION
RESOLUTION
This error may occur when replacing a DX1000 with a newer DX2000 in an
existing CSK (version 1) site. The DX1000 uses .NET v1.0. The DX2000 uses
.NET v1.1. Early versions of CSK 1 contained a config file that specified the use
.NET 1.0. These config files were eventually phased out. The error above
results when a DX2000 loads a config file and attempts to use .NET v1.0. A
batch file (NewExpertFix.zip) is available on the QSR ftp
(ftp.qsrautomations.com) to remove these config files.

Chapter 5 QSR Software Issues

QSR Automations, Inc.

APPENDIX A ALL SCREENS FROZEN/NO

NEW ORDERS APPEAR
This is most likely a software issue. Specifically, the KDS or CSK application that
drives the video controllers may not running.

STARTING KDS
STEP 1 Verify the system status via KDS Console. Start > All Programs > QSR
Automations > KDS Console. Is the Primary system status red or green?
Red Go to Step 2
Green Contact QSR Technical Support
STEP 2 Launch the KDS application (Start > All Programs > QSR Automations
> KDS)
NOTE: If KDS is set to run as a system service then the icon will appear briefly
in the system tray then disappear if launched via the Start Menu. To start as a
service (Start > Control Panel > Administrative Tools > Services > Find the QSR
Automations KDS entry in the list and click Start the Service
Does the system status show as green after starting KDS?
No Contact QSR Technical Support
Yes Finished

STARTING CSK
STEP 1 Verify the system status via Kitchen Console. (Start > All Programs >
QSR Automations > ConnectSmart Kitchen Console). Does the Kitchen
Server/BackOffice show as offline or online?
Offline Go to Step 2
Online Contact QSR Technical Support
STEP 2 Launch the BackOffice/Kitchen Server. Start > All Programs > QSR
Automations> ConnectSmart BackOffice and ConnectSmart Kitchen Server
NOTE: If CSK is set to run as a system service then a Windows Service Start
Failure message will appear when attempting launch via the Start Menu. To
start as a service (Start > Control Panel > Administrative Tools > Services > Find
the QSR Automations ConnectSmart BackOffice and QSR Automations
KitchenServer entries in the list and click Start the Service
NOTE: Depending on the version of CSK installed KitchenServer may not exist
as its own entry as it is included in the Backoffice application. In these cases, just
start the BackOffice application.
Does the Kitchen Server/Backoffice show as online?
No Contact QSR Technical Support
Yes Finished

Appendix A All Screens Frozen/No New Orders Appear

QSR Automations, Inc.

APPENDIX B VERIFY C RUNTIME ON A

DX2000
To help identify the version of the OS Build, the build image and date is stamped
into the registry for all eXperts running Build v2.2 or higher. C Runtime is
preloaded on Build v2.3 or higher. For eXperts requiring the C Runtime updates,
QSR Technical Support can provide a Site Manager template that will install the
C Runtime updates automatically. Perform the following steps to verify the OS
Build of an eXpert.
1.
2.

On the eXpert, type Regedit at the run command (Start menu > Run)
Browse to the following registry keys:

[HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\WindowsE
mbedded\RunTimeID\WEBuildDate]
[HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\WindowsE
mbedded\RunTimeID\QSR_OS_Build]
NOTE: Making changes to the registry can cause an eXpert to become unstable.
It is not recommended that any changes be made unless under the guidance of
QSR Technical Support.

Appendix B Verify C Runtime on a DX2000