Order Processing Technology Guide

Troubleshooting Common Technology Issues

Overview

This guide offers step-by-step troubleshooting instructions for common technology issues in your facility. Following these procedures will help you resolve problems quickly and maintain smooth operations. For persistent issues, please contact the facility's AOM via the chat for further assistance.

Internet Issues

Please verify the following:

• Does the building have power?
  • If the building does not have power, wait for the power to be restored before proceeding.
• Are you the only one experiencing issues, or is it impacting multiple users?
  • If you are the only one, try connecting with a different device.
  • If the internet issue remains, please reach out to the facility’s AOM via the chat.

Processing Technology Issues

Orders Not Appearing on the Driver Check-In Tablet

Ensure that the order has been activated or printed in the kitchen. Orders will only appear on the check-in tablet once they are activated. If the driver attempts to check in before the order is activated, it will not be visible.

Inability to Input Phone Numbers on the Check-In Tablet

Please reach out to the facility’s AOM via the chat for assistance.

Scanner Troubleshooting

When experiencing issues with the scanner while handling items or scanning them into a locker, follow these steps:

1. Ensure Tether Box Functionality
   • Verify that the tether box, which connects the scanner, is powered and has an active internet connection. Make sure the power supply is securely connected.
2. Check the Connection
   • Inspect the USB connection between the scanner and tether box. Re-pair the scanner with the Bin or Handoff code.
3. Check the Ticket
   • Ensure you are scanning the manifest ticket, not a station ticket.
4. Check the Order Status
   • Verify that the order is not canceled or marked as handed off.

Tether Box LED Lights

 

Printer Troubleshooting

If you encounter issues with the printer not functioning or printing properly, follow these steps:

1. Check Connections
   • Ensure the printer is connected to both the Ethernet and power cords. Verify that the printer's lights are illuminated. If not, try a different outlet.
2. Verify Paper Supply
   • Check that there is sufficient paper loaded correctly and that there are no jams.
3. Test Print Functionality
   • Attempt to print a test ticket. If the printer fails to print despite power and paper, proceed to the next step.
4. Reach out to the AOM
   • If the printer still does not work, it might need to be replaced. Please contact the facility’s AOM via the chat for assistance.

Otter Troubleshooting

For timely assistance, you can reach our support team through the following channels:

• Access our live chat feature by clicking the Orange Support button on your Otter tablet for real-time assistance.
• Submit email tickets directly from your Otter tablet for detailed support.
• Call 1-70-HEY-OTTER to connect directly with our support team.
• Reach out to us at [e-mail] for comprehensive assistance.

Locker Issue

Locker Door Not Opening Properly

If the locker door is not opening properly, please contact the facility's AOM via the chat for assistance.

Locker Power Issue

1. Check Facility Power: Ensure the facility has power.
2. Check Lockers: Verify that the lockers are plugged in.
3. Contact AOM: If issues persist, contact the facility’s AOM via the chat for assistance.

Holding Orders

In situations where lockers are unavailable, at capacity, or experiencing technical issues, follow these steps:

1. Scan the order into the facility's pickup/front counter rack.
2. When a courier arrives at the facility, Otter will alert you of their arrival.
3. Bring the order to the facility's lobby.
4. Request the courier to show the order details on their phone to verify the order before handing it off.

Phone Line in Kitchen (Installation & Questions)

Do I Need A Phone Line?

Kitchens do not have installed phone lines. Operators typically use one of the following options:

• VoIP Phone: Purchase a VoIP (Voice Over Internet Protocol) phone and connect it via the Ethernet ports available in your kitchen. You can set up a Google Voice number and connect it to your phone.

Cell Phone: Keep a cell phone in the kitchen and handle all calls through that.