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Troubleshooting your Pro Server

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Chapter 1. Before You Begin

You will need a mouse, monitor, and keyboard connected to your Mac Mini. It is critical you keep these items on site at all times. They are needed for updating your Pro Server to the latest version as well as helping TouchBistro support resolve any problems you’re having.

Chapter 2. About your Pro Server

Your Touch Bistro Pro Server is an Apple Mac computer which is running the TouchBistro Pro Server application, which synchronizes your restaurant data throughout your POS system. Under normal circumstances, your Pro Server will operate on its own with very little in the way of maintenance.

However, if your Pro Server is being used for non-POS purposes, unforeseen problems may arise. Problematic software (or malware) can cause myriad issues if installed. Making changes to your Mac’s System Preferences can also have repercussions on your Pro Server, your POS system, and ultimately your bottom line.

Occasionally, you may need to update your Mac OS software, as well as the TouchBistro Pro Server application itself.  Please see Updating TouchBistro to find out more about updating your system.

Your Mac mini has a number of ports on the rear which can be used to connect myriad peripherals, ranging from printers to scanners to audio and video interfaces. However, your Pro Server must be optimized specifically perform as a server for your TouchBistro POS system. Using unnecessary peripherals, software or services may have a negative impact on your POS performance.

Power: Two-pronged port where your power cable connects on one end, the other end connecting into the wall socket to provide power.
Ethernet: The Ethernet jack is where your Mac receives a network and/or an internet connection. This is typically where an Ethernet cable is used to connect to a router, so that the Mac can connect to the internet and your TouchBistro POS network.
USB-C/Thunderbolt: The newest ultra high-speed iteration of USB, this can be used to connect high-throughput devices to your Mac. Typically, these ports are not required by TouchBistro POS.
HDMI 2.0: Use an HDMI cable to connect your monitor to your Mac.
USB-3: Use USB-3 to connect your mouse and keyboard to your Mac, as well as other low-thoughput peripherals.

Of course, your monitor may not look like the one pictured below, however, the HDMI port on your monitor will look more-or-less like the same as this:

If you do not see anything displayed on your monitor, ensure that your HDMI cable is completely plugged-in. HDMI cables are not expensive, and can be replaced easily at any retailer that sells televisions and entertainment systems.

Chapter 3. Getting Around your Mac Desktop

Section 1. Apple Menu

The Apple menu is a drop-down menu that is on left side of the menu bar. From here, you can access your System Preferences, the Mac App Store, and shut down your Mac.

Section 2. Pro Server Window

The TouchBistro Pro Server application window is visible when the TouchBistroServer application is opened. This window displays connected iPads in the left-hand sidebar, and provides technical information about your POS system.

Section 3. Pro Server Icon

Your Pro Server icon is always visible in the Dock when the application is running.

A menu bar is a white bar along the top of your Mac’s screen which contains drop-down menus. The name to the right of the Apple Menu refers to the application running in the foreground. Clicking on the Pro Server Window or Pro Server Icon will bring Touch Bistro Pro Server to the foreground.

Section 5. Dock

The Dock is a series of icons at the bottom of your screen giving you shortucuts to frequently-accessed applications, folders, and files. It can be used to launch applications and to switch between running applications. The Finder is always the leftmost icon in the Dock, and the Trash is always the rightmost icon.

However, icons can be easily dragged to the Dock to create shortcuts, and icons can be dragged out of the Dock to remove shortcuts.

Section 6. Downloads

Your Downloads folder is where files are located when downloaded with Safari and other applications. A shortcut is found in the Dock by default on a new Mac.

Section 7. Trash

Items you wish to get rid of can be dragged to the Trash. Items dragged into the Trash accidentally can be dragged back out of the Trash. When you click-and-hold on the Trash icon, a menu pops up giving you the option to Empty Trash, after which point the items are erased, and are no longer retrievable.

Chapter 4. Ensure that you are logged-in with the correct account

MacOS is a multi-user operating system (not unlike Microsoft Windows). It allows multiple users to be logged-in simultaneously. In other words, more than one person can log into the Mac, open up various applications, which can then be using up system memory, downloading or synchronizing files, and slowing down your system.

In some instances wherein the Pro Server is made available to staff, user accounts have been created, and caused various issues.

For example, If you attempt to open up your POS system when logged in as the wrong user, you will have no access to your restaurant data, and you will not be able to use TouchBistro at all.

If you log in using the correct user, but another user is logged in and actively synchronizing data, downloading data, or otherwise engaged in processor-intensive tasks, your POS system can slow down, or even freeze.

We do not recommend creating multiple users on your Mac. But if by some oversight you are logged in as the wrong user, you need to log out, and log back in again using the correct MacOS system account.

In the top right-hand corner of the screen, you will typically see the name of the account user currently logged-in. This is the Fast User Switching Menu, and is used to quickly switch between open accounts.

In the above example, we can see that the user Dave Leigh is currently logged in, because his account name is greyed-out in the Fast User Switching menu.

We can also see that Margie and Yasmine are also logged in, because there are orange checkmarks  to the left of each currently active account.

The account we need to use in this case is Pineapples Café.

 

From the Apple Menu in the top left-hand corner, select Log Out (account name)…

You should now be logged-out of the account, and presented with a screen showing the accounts currently set up on this Mac. If you know the passwords on these accounts, you may click on their icons, log in, and repeat the above steps with each open account except the one you use with TouchBistro.

If you don’t currently know the password for an account you wish to close, you can restart your computer, at which point you’ll be presented with a dialog box asking for an administrative User Name and Password, which will allow you to override the other accounts. (These credentials would’ve typically have been created when your Mac was first set up.)

Deleting User Accounts

If there are User Accounts on your Pro Server Mac that shouldn’t be there, you can remove them.

1.   Go to System Preferences and select Users & Groups.

2.    Click on the Padlock icon in the bottom left-hand corner of the window.

3.    Enter your Mac account password.

4.    Select one of the accounts you wish to delete, and click the negative sign (-) at the bottom of the list to remove it. Be very careful not to remove the account being used with TouchBistro.

5.    In order to free up valuable disc space, select the Delete the home folder radio button, and click Delete User. Repeat this process to remove any other additional accounts that are not required for your POS system.

Chapter 5. Your Menu Bar isn’t Visible at the Top of the Screen

When connecting your Mac to a TV screen (or perhaps an older monitor), you might find that the Menu Bar isn’t visible at the top of the screen, making it difficult for you to access the Apple Menu. Or, you might find that you cannot see the Dock at the bottom of the screen. It might appear as though your TV’s bezel is blocking the edges of your screen.

This is typically due to something called overscanning, and can be easily rectified by following these steps:

1.    Go to go to System Preferences > Displays.

2.    Adjust Underscan setting by dragging it left or right until the Menu Bar and Dock are both visible on the screen.

You may also find that the display itself has the ability to adjust for overscanning and underscanning. However, adjusting it to look well with your Mac using this method may affect how things appear on the screen when using other devices.

Chapter 6. Things to Check

In some instances, you might find your Pro Server may be slow,  or unresponsive. This might result from an issue with your installed version of TouchBistro, but it also might be an issue with MacOS itself. If your Pro Server isn’t operating properly, try checking for the below problems.

Section 1. How many applications are running?

Like all modern operating systems, MacOS allows multiple applications to run simultaneously. Some applications might use significant system resources, and negatively impact your Pro Server performance. It is best to make sure that your Pro Server is putting it’s resources into making sure that your POS is running smoothly, so quitting other applications is considered good practice.

1.    Take a look at the Dock at the bottom of your screen, and take note of which applications have an inidcator dot underneath. The dot might be white, or black, depending on your desktop background. This dot indicates that the application above it is running. NOTE: unlike Microsoft Windows, closing a window does not necessarily mean that the application isn’t working. If there is an indicator dot below the application icon in the Dock, the application is running, and has not been quit.

Under normal circumstances, the only applications that are required for the operation of your POS system are the Finder and TouchBistroServer. The Finder is an application which is always running, and it cannot be quit.

2.    Click & hold or right-click on the applications that aren’t required for your POS system, and select Quit from the pop-up menu.

Quitting all unnecessary applications can improve the performance of your POS system, and we strongly do not recommend using your Pro Server for any non-POS purposes.

Section 2. Do I have more than one instance of TouchBistro Pro Server installed?

TouchBistro Pro Server should be located in your Mac’s Applications folder. If there are other instances of the application on your Mac (for example in your Downloads or Desktop folders) then it can become problematic when an older version of the app is launched.

In the image below, we can see an instance of TouchBistroServer in the Applications folder (the proper place for it) and we also see a copy in the Downloads folder, as well as the Desktop itself.

To find out if you have multiple instances of TouchBistroServer on your Mac:

1.Click and hold on the TouchBistroServer icon in your Dock at the bottom of your screen, and from the contextual menu, choose Options > Show in Finder. The application itself will appear in a Finder window.

2.Drag the TouchBistroServer to the Applications folder, if it isn’t already there.

3.You may be presented with a dialogue asking you if you want to replace an instance of TouchBistroServer already in your Applications folder. Press Replace.

4.Click the Spotlight Search button in the top right-hand corner of your screen.

5. Type TouchBistroServer into the Spotlight Search field, and click Show all in Finder at the bottom of the sidebar.

6.All instances of the application on your Mac will appear in a Finder window. However, we only want to retain the one located in the Applications folder. Clicking once on one of the icons will reveal its location. In the example above, the selected instance of TouchBistroServer is in the Downloads folder, where it shouldn’t be. This instance should be dragged into the Trash, because it is not in the Applications folder. Any instance of TouchBistroServer that is not in your Applications folder should be dragged to the Trash.

7.Click and hold on the Trash icon at the left of your Dock, and select Empty Trash.

8.Click Empty Trash.