Aloha Mobile Troubleshooting

NCR Aloha Mobile

Troubleshooting Guide

June 16, 2014

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Aloha Mobile Troubleshooting

Troubleshooting Software Components.......................................................... 3

Aloha Transaction Gateway Helper: Starting the ATG Service ...........................................................................3
Additional Information: Using a dedicated Aloha Mobile server ..........................................................................4
Aloha POS: Terminal Up......................................................................................................................................6
Aloha Transaction Gateway: IberStarted completed, IsReady == True ..............................................................7
Aloha Mobile: Host Settings Synchronized with the POS Settings .....................................................................8

Troubleshooting Hardware Components ...................................................... 10

SOL Troubleshooting ........................................................................................................................................... 10
iOS Troubleshooting ............................................................................................................................................ 12
Network Troubleshooting ................................................................................................................................... 13

Important Debouts and Logs ......................................................................... 13

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Aloha Mobile Troubleshooting

Troubleshooting Software Components

The Aloha Mobile Solution requires the correct configuration of three major software components: AlohaPOS(POS),
Aloha Transaction Gateway(ATG) and Aloha Mobile(AMOB). This section will break down failure points in each of
these three components. To confirm these are all running and connected, you should search for the following lines in
the product debouts.

Aloha Transaction Gateway Helper: Starting the ATG Service

Aloha Transaction Gateway works in between Aloha POS and Aloha Mobile as a task interpreter/processor between
the two products. The ATG installation consists of two services:

NCR Aloha Transaction Gateway: The core service that performs all processing
NCR Aloha Transaction Gateway Helper: Among other things, the helper service ensures the core service stays
started. In addition, on startup it verifies the %IBERDIR%/data/ AlohaTransactionGateway.cfg is in the correct
format.
When the NCR Aloha Transaction Gateway Helper service starts, it will automatically start the NCR Aloha Transaction
Gateway Service. If this is successful the DEBOUT.AtgHelper.YYYYMMDD.TERM# will show the line INFOStarting
the ATG Service

If this line exists in the debout, it means the ATG service has started and is ready to connect to the AlohaPOS. At this
point you can move on to the section titled Aloha POS
If this line does not exist in the debout it means that something in your ATG configuration file is incorrect. There are
generally three causes for this.

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Aloha Mobile Troubleshooting

1.

The first common cause for this is that configuration settings in the AlohaTransactionGateway.cfg file are
incorrect. Below you will find a sample of the configuration file. The file is much longer but this is
generally the section of the file where installers experience configuration issues:

The most common incorrect settings are:

InterfaceServerID: This should be set to the same value as TERM on the interface server machine.
InterfaceServerName: This should be set to either IBER.EXE or IBERQS.EXE
LaunchIber: If you are using a FOH/BOH machine for Aloha Mobile this value should be set to true
ForceLaunchIber: If you are using a FOH/BOH machine for Aloha Mobile this value should be set to true
IpAddressToBind: VERY COMMON MISTAKE This should be set to the correct server name and IP address. Many
times this will be left blank or set to the wrong IP/Server name.

Additional Information: Using a dedicated Aloha Mobile server

If you are using a dedicated Aloha Mobile server, the AlohaTransactionGateway.config file will be configured with
different settings than a FOH/BOH installation. When using a dedicated server, Aloha Transaction Gateway is not
used to launch Iber. It will be launched similar to a POS terminal. Because of this the following settings will be
different. Below is an example of the AlohaTransactionGateway.cfg file from a site using a dedicated Aloha Mobile
server.

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Aloha Mobile Troubleshooting

InterfaceServerName: This does not need to be configured

LaunchIber: If you are using a dedicated server for Aloha Mobile this value should be set to false
ForceLaunchIber: If you are using a dedicated server for Aloha Mobile this value should be set to false
IpAddressToBind: VERY COMMON MISTAKE This will need to be configured with BOTH the IP address for the Aloha
fileserver AND the dedicated Aloha Mobile server. (See example above)
2.

The second common cause is the configuration file is not in the correct format after it is edited. If this is the
case the service will not start and you will get a message stating the following:

After receiving this message you can go to the DEBOUT.AtgHelper.YYYYMMDD.Term file and typically find the reason.
In the case below there was a problem with the configuration file at line 17 with character 22.

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Aloha Mobile Troubleshooting

3.

The final common cause is that the service password is not set up in the configuration file. Please see Section
2-7 in the Aloha Mobile Implementation Guide for instructions on how to configure this.

Aloha POS: Terminal Up

Aloha Mobile depends on a POS terminal to run as its Interface Server for COM transactions. This is no different
than a normal order entry terminal except the terminal will not have a GUI interface when it is flagged as an interface
server. This can make it difficult to troubleshoot because with no GUI, you will not see errors that IBER.exe is
generating when it fails to float.
The first debout to check is the DEBOUT.yyyymmdd.TERM on the machine where the interface server instance of
IBER.exe is being launched. If you find the line Terminal up the POS is ready to connect to the ATG component.

Important: Aloha Transaction Gateway automatically launches IBER(QS).exe in a FOH/BOH Aloha Mobile
environment so no IBERCFG.BAT or instance of INTMGR is needed.

If you do not find the Terminal Up line you will need to troubleshoot why IBER/IBERQS is not coming up.
Searching the debout for [ERROR] will generally uncover the issue. Common errors the Aloha Mobile team sees:

Numterms indicates 4 terminals but 3 are defined: Set the correct value for numterms.

Failed to open Com Port 3 status ##: There is a printer defined using a COM Port on the interface server
terminal. Remove the printer from the terminal in Configuration Center

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Aloha Mobile Troubleshooting

Waiting for MSYNC to complete: Usually means that MASTERCAPABLE AND SERVERCAPABLE are set to
TRUE an interface server where TERMSTR+TERM does not match the name of the machine. Removing
MASTERCAPABLE and SERVERCAPABLE will fix the issue.

Failed to register station name 0x34: Lana Number is bound to the incorrect adapter.

Check file/folder permissions and shares.

TROUBLESHOOTING TIP: If you cannot determine why Iber will not come up, temporarily change the interface server
to an order entry terminal so error messages are visible. Once you can get IBER/IBERQS to float, change it back to an
interface server and move on to the next section.

Aloha Transaction Gateway: IberStarted completed, IsReady == True

All communication between the AlohaPOS interface server and Aloha Mobile runs through a program called Aloha
Transaction Gateway. ATG is installed on the BOH terminal and communicates directly with Aloha POS and Aloha
Mobile. The next connection to verify is the connection between ATG and Aloha POS. The
DEBOUT.AtgFOHConnect.YYYYMMMM.Term# can be found on the interface server in the %IBERDIR%/tmp
directory.

If the line reads IberStarted completed, IsReady == True then you can move to next section titled Aloha Mobile
If the line reads IberStarted completed, IsReady == False then there is likely a problem with the ATG files being
registered on the terminal. The debout will look like this:

In most cases, this can be resolved by manually copying the %IBERDIR%/bin from the Aloha fileserver down to the
terminals %IBERDIR%/newbin. This will force the FOH Aloha Transaction Gateway components to register/reregister and it should resolve the issue.
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Aloha Mobile Troubleshooting

This may also be a case of legacy NCR Aloha Transaction Gateway files existing in bin. If you recently uninstalled
Aloha Transaction Gateway, you will need to delete the following from the %IBERDIR%\bin and then reinstall NCR
Aloha Transaction Gateway:
*.AlohaTransactionGateway.*

Atg*.*

IAtg*.*

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Aloha Mobile Troubleshooting

Aloha Mobile: Host Settings Synchronized with the POS Settings

The last piece of the software suite is Aloha Mobile. At this point you should see the following line in the
BOOTDRV/Aloha Mobile/Log folder. This line indicates that Aloha Mobile is up and running and connected.

A common error occurs when the COM Port is not set in Aloha Mobile Configurator. The service will start but will get
the following message in the Amob.log:

You may still see errors if you missed something along the way. Below is a common error users receive when ATG is
not connected. If you get this something was missed in the above steps.

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Aloha Mobile Troubleshooting

Troubleshooting Hardware Components

SOL Troubleshooting
The following steps should be taken when you are configuring an Aloha Mobile system with SOL handhelds and have
similar issues:

The Orderman Splash Screen Appears on All Handhelds

Check the core components (Iber(qs).exe, ATG, and Aloha Mobile) are in a ready state.

Aloha Transaction Gateway Helper Confirm DEBOUT.AtgHelper.YYYYMMDD.TERM# shows the line

INFOStarting the ATG Service
IBER(QS).exe Confirm DEBOUT.yyyymmdd.TERM shows the line Terminal Up
Aloha Transaction Gateway Confirm DEBOUT.AtgFOHConnect.YYYYMMMM.Term# shows the line IberStarted
completed, IsReady == True
Aloha Mobile Confirm AMob.log shows the line Host Settings Synchronized with the POS Settings

Confirm your handheld network is communicating. (Steps in next section)

The Orderman Splash Screen Appears on One or More Handhelds

Confirm you defined the handheld in Aloha Mobile Config.

Confirm the HOSTNAME and IP Address in Connection Settings. See Configuring IP Settings on page 4-6 and
Configuring Hostname Settings on page 4-8 of the Aloha Mobile Implementation Guide.

Cradle the handheld in an Orderman service station you know works with other handhelds.

Run a PING TEST from the General Settings > Test screen on the handheld.

Check for IP conflicts with working handhelds.

Tap Extended Settings > General > Erase user Data on the handheld, then cradle the handheld in an Orderman
service station to synchronize.

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Aloha Mobile Troubleshooting

Waiting for Host Appears on All Handhelds

This usually occurs after the handhelds have successfully downloaded the Aloha Mobile software and then
are unable to connect to anything.

Confirm ATG, Iber.exe, and the Aloha Mobile service are in a ready state.

Restart the NCR Aloha Transaction Gateway Helper service and the NCR Aloha Mobile service.

Check the Ethernet connectivity on the Aloha network. Use PING TEST from the General Settings > Test
screen on the handheld to ping the Aloha BOH file server.

Confirm firewall and virus scan settings have the correct exemptions.

(Random) Check the interface server debout for Error 71 (too many connections) entries.

(Random) Check the %IBERDIR%\DATA directory for the EOD flag file.

Aloha Is Not Creating a Debout.YYYYMMDD.Term#

This would indicate that ATG is not automatically launching Iber.exe. There may be a debout.ATGFOHConnect file
present.

Confirm LOCALDIR and TERM variables are set in the system environment on the Aloha BOH file server.

Confirm the configuration of the ATG interface server in CFC and that it matches the TERM system
environment variable on the Aloha BOH file server.

Use Notepad.exe to view the AlohaTransactionGateway.cfg and confirm the

InterfaceServerID, ATG server, and IP address entries match the TERM environment variable and terminal
number configured in CFC.

Confirm Iber.exe launches to a Terminal Up state, if manually run directly from the %IBERDIR%\BIN folder.

Check the following ports are open on the firewall:

ATG uses TCP port 7788 to talk to Iber.exe.

Aloha Mobile uses UDP port 25000, 8896 and 8897

ATG uses TCP ports 8898 and 8899 to talk to Aloha Mobile.

Exempt the BOOTDRV folder in your virus scan settings.

Unable to Print From a Handheld

In Aloha Manager/CFC, select Maintenance > Hardware > Terminals, select the interface terminal used by
Aloha Mobile, and confirm you defined a default printer.

Confirm AlohaTransactionGateway.cfg has the correct Aloha server name and IP address defined.

Handhelds Do Not Send Items to Kitchen Video

Iber(qs).exe on the interface server has not registered the AlohaQSRVideo.dll or AlohaKitchen.dll. You must manually
register these files.
To register the .dll for Aloha Kitchen:
Open a command prompt and type the following (including spaces):
%WINDIR%\MICROSOFT.NET\FRAMEWORK\V2.0.50727\REGASM.EXE /VERBOSE
%LOCALDIR%\bin\ALOHAPOSKITCHENINTERFACE.DLL /CODEBASE

To register the .dll for QSR video:

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Aloha Mobile Troubleshooting

Open a command prompt and type the following (including spaces):

%WINDIR%\MICROSOFT.NET\FRAMEWORK\V2.0.50727\REGASM.EXE /VERBOSE
%LOCALDIR%\bin\QSRPOSInterface.DLL /CODEBASE

Changes Did Not Update

You must cradle the handheld to get the latest database changes: menus, items, employees, and more.

A Resource Update Needed Message Appears on a Handheld

Cradle the handheld to receive the latest database changes.

iOS Troubleshooting
Device coming up in Demo Mode
Go to Settings on the Apple device NCR Aloha Mobile is at the bottom. Turn off TS/QS Demo Mode. Note: You will
also need to make sure the app is not open in the background. To close the app tap the Home button twice and swipe
up on any instances of Aloha Mobile that are open.

Missing Encryption Key

Make sure you pair the device with the MSR connected and turned on.

Device pings but will not pair

Check that the ports Aloha Mobile requires are open on the firewall.

Device says no internet connection or stays on connecting to sever for a long period of time
Completely close the application by double clicking the home button and swiping up on the Aloha Mobile application.
Ensure the wi-fi signal is on the proper network, and re-launch the Aloha Mobile application.

Device cannot read credit or mag cards on the Infinite Peripherals credit card reader
Ensure the MSR is powered on by verifying the blue light is blinking. If it is not, press the grey button to activate and
try again.

Cannot print or pair using Bluetooth printer.

Ensure you have the Bixolon SPR-200iii model printer and it is paired with the iOS device. After confirming the
correct model and it is paired, close and re-launch the Aloha Mobile application, choose select printer and wait a
moment for the the mobile printer option to appear.

HTTP could not register URL http://+:8896/Pairing

Go to a Command Prompt and type the following:
Netsh.exe http add urlacl url=http://+:8896/Pairing user=Aloha
Where Aloha would need to be the current user.

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Aloha Mobile Troubleshooting

Network Troubleshooting
System Center Does Not Find Router/RF Base Station on Selected Port
Check the following options:

Isolate the Orderman network components.

Physically check cables, connectors, and other network connections to confirm they are securely connected
and in the correct port.

Confirm the Aloha Mobile server COM port connects to the Orderman router RS232 port which connects to
the RF base station 485 port.

Confirm the defined Aloha Mobile server COM port is not in use by another device.

Confirm printers configured in CFC for the interface server do not use the same COM port.

System Center Receives Cannot open port 25000 Error

Check the following:

NCR Aloha Mobile service is started. You must stop this service when you use the System Center utility,
because both applications cannot access the same port simultaneously.

Check Task Manager processes for instances of OmanSC.exe, and close any found.

Aloha Mobile Will Not Install

Check the following:

.NET Framework 4.0 is installed.

Windows Installer is version 4.5 or higher.

You are logged in with administrator rights.

AlohaMobileConfig.exe Will Not Open

Check the following:
You may receive a message indicating there is a problem with a specific .dbf file.

Confirm there is not an .inf file with the same name as the .dbf.

Open the specified .dbf with DBFNavigator and check for duplicate ID entries. For example; there are two
buttons with the same ID in Btn.dbf

Important Debouts and Logs

Aloha Mobile Location: %IBERDIR%\Aloha Mobile\Log

Amob.log: IMPORTANT The main log for Aloha Mobile. All information about the service will be located in
this log.

MobileConfig.log Very basic logging for the Aloha Mobile Configurator

#####.log Folder Each SOL device also has their own log located in the folder that matches the serial
number of the device.

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Aloha Mobile Troubleshooting

###_iOS Folder Each iOS device also has their own log located in the folder that matches the device number
setup in ALOHA Mobile Configurator

Aloha Transaction Gateway Location: %IBERDIR%\tmp

DEBOUT.AtgHelper.YYYYMMDD All information for ATG Helper

DEBOUT.YYYYMMDD.TERM POS debout for interface server

DEBOUT.AtgFOHConnect.YYYYMMDD.Term# - Information on POS and ATG connection status.

Retrieving iOS Device Crash logs

Syncing with iTunes
This method involves syncing your device with iTunes. After syncing, crash reports will be copied to a specific location
on your hard drive.
1.
2.
3.

Sync your device with iTunes on your desktop.

After syncing, look for crash logs in the correct directory. See below for a list of directories for each operating
system.
In this directory, look for files starting with "Restaurant".

(NOTE FOR MAC USERS: ~/Library is hidden by default on Mac OS X. To easily get this folder, open the Finder
application, then hold the "option" key while clicking on the "Go" menu. You should see a menu item for "Library."
Click on that, then continue navigating to Logs, CrashReporter, etc.

Operating
System

Location

Mac OS X:

~/Library/Logs/CrashReporter/MobileDevice/<DEVICE_NAME>

Windows XP

C:\Documents and Settings\<USERNAME>\Application Data\Apple

Computer\Logs\CrashReporter\MobileDevice\<DEVICE_NAME>

Windows Vista
or 7

C:\Users\<USERNAME>\AppData\Roaming\Apple
Computer\Logs\CrashReporter\MobileDevice\<DEVICE_NAME>

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Aloha Mobile Troubleshooting

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NCR 2013 All rights reserved. This document is proprietary and confidential.