Follett Hardware

Overview of Hardware Setup in Stores

Server Cabinet:

• Server Cabinet/PCI Cabinet

• Router Switch

• Server (Dell Hyper V *R330, 440)

Note: Virtual machines are attached with server.

Virtual Machine:

• Windows Hyper V

• 3 Virtual Machines

Server:

• Server 2 *SV002 [used for COREPOS]

• Domain Controller [used as IPS and Deployment Point]

• FMS Server [Print server]

• Work Station and Registers

The following information describes an overview of workstation:

Work Stations:

• Mainly Dell XE2

• Any kind of monitor can be used and the monitors are connected through VGA Port.

• WS are used by store personel for running software (O365, browsers and other programmes for SODA processing).

• They have USB and Comm ports and are running mainly on Windows 7 and a few on Windows 8.1.

• USB devices and printers are generally attached to a WS (*Ticket printers and Label makers for MMS programms and shipping purposes).

Registers:

• They are running on Windows 8.1 and have mainly touch screen monitors.

• They mainly run POS programms and a few browser sessions for business purposes.

• Generally USB Scanners, Receipt Printers, PIN Pads, and Cash drawers are attached to the registers.

Different Components of PSC Hardware

Hyper V server – Dell R430/440

Front

Back

IDRAC

NIC 1

NIC2

These three ports should have network cables connected. The only other cables that the server needs are two power cables, one in each power supply.

Register and Workstation PC – Dell XE 2

Peripherals that can be connected to the workstations.

• Keyboard and mouse (USB or PS2)

• Multifunction or black and white laser printers (USB)

• Monitor (VGA)

• Network cable

Peripherals for Registers

• USB mouse and keyboard

• Touch Screen monitor in VGA port and a USB cable in any available port

Receipt printers

• Receipt printers are connected to the PC through a serial cable on COM2.

• The Cash registers are connected to the receipt printer on D/K port (drawer kick) using a drawer kick cable.

• Epson TM-H6000iii Front

Back

Serial Cable

Drawer Kick Cable

Power Cable

Epson TM-H2000

Front

Back

Serial Cable

Drawer Kick Cable

Power Cable

Cash Drawers

MMF Cash Drawer

MMF Cash Drawer Kick Cable - NOTE THAT BOTH ENDS LOOK LIKE OLD PHONE JACKS

APG Cash Drawer

APG Cash Drawer Kick Cable - NOTE THAT ONE END IS LARGER THAN THE OTHER

Serial Cable for Epson TM-H6000iii/4

PINpad MX-915

PINpad is used for processing credit/debit cards.

It is connected to the register PC on COM1.

Front

Back

Cable retaining module

Module removed. This is used to release/replace the cable.

USB Scanner

Used to scan items at the point of sale system. Can be connected to any USB port.

Ticket/label printer

This equipment is used to print shipping labels on some workstations and is connected through USB port.

Front

Back

Typical Issues/Incidents Encountered by the Store Regarding Hardware/Peripherals

Troubleshooting Steps for Hardware Issues

Work Stations:

Work Station > Down > Power supply -->>

1. Check whether power cord is properly connected to Workstation or not.

2. Check whether there is power in the brick or wall socket.

3. Try using a different power cord.

4. Request for a new power cord or replacement.

Work Station > Down > Hard disk failure -->>

1. Error message *No OS found.

2. Request for a new Hard disk.

Work Station > Down > Ram failure -->>

1. Beep sound will come out of the computer.

2. Request for a ram replacement.

Work Station > Down > Motherboard failure -->>

1. Beep sound or the computer will not boot.

2. Request for a Motherboard replacement.

Work Station > Configuration > Driver updates / installation -->>

1. We do not update the drivers as L1 technicians.

2. This is done through OWB or by SCCM, we can request to the concerned team.

Work Station > Configuration > Windows OS configuration -->>

1. Update the Group Policy (if unable to do so, raise a concern to EIC).

2. Reboot the computer.

3. We do not do much changes or modifications as L1 technicians.

4. This is done through SCCM, we raise a request to the concerned team.

Work Station > Malfunction > Slowness / Freezing -->>

1. Could be a sign of hard drive or motherboard failure is eminent after usage for 5+ years.

2. Try to take remote access of the system and run some clean ups.

3. If the problem still persists, raise a request to the concerned team for a deep run into it.

Work Station > Malfunction > Connectivity issues -->>

1. Check the connection wire, whether it is properly connected or not.

2. Try changing the wires.

3. This may happen during peaks due to low bandwidth with the data centre.

Work Station > Malfunction > Power issues -->>

1. Check whether power cord is properly connected to workstation or not.

2. Check whether there is power in the brick or wall socket.

3. Try using a different power cord.

4. Try using with a different port.

5. Request for a new power cord or replacement.

Work Station > Malfunction > OS issues -->>

1. Check if the OS is corrupted and the hardware is working fine or not.

2. We have to reimage the device on the store by F12 Boot option.

3. We have to first delete the object from SCCM as we cannot register a workstation inside of the store if it has record in SCCM.

4. Open SCCM > find the device in the devices section > select the device > do a right click > then select delete.

5. We have to use OWB to deploy the OS and then image it from SCCM.

Registers:

Registers > Down > Power supply -->>

1. Check whether power cord is properly connected to workstation or not.

2. Check whether there is power in the brick or wall socket.

3. Try using a different power cord.

4. Request for a new power cord or replacement.

Registers > Down > Hard disk failure -->>

1. Error message *No OS found.

2. Request for a new Hard disk.

Registers > Down > Ram failure -->>

1. Beep sound will come out of the computer.

2. Request for a ram replacement.

Registers > Down > Motherboard failure -->>

1. Beep sound or the computer will not boot.

2. Request for a motherboard replacement.

Registers > Configuration > Driver updates / installation -->>

1. We do not update the drivers as L1 technicians.

2. This is done through OWB or by SCCM , we can request to the concerned team.

Registers > Configuration > Windows OS configuration -->>

1. Update the Group Policy (if unable to do so, raise a concern to EIC).

2. Reboot the computer.

3. We donot do much changes or modifications as L1 technicians.

4. This is done through SCCM , we raise a request to the concerned team.

Registers > Malfunction > Slowness / Freezing -->>

1. Could be a sign of hard drive or motherboard failure is eminent after usage for 5+ years.

2. Try to take remote access of the system and run some clean ups.

3. If the problem still persists, raise a request to the concerned team for a deep run into it.

Registers > Malfunction > Connectivity issues -->>

1. Check the connection wire, whether it is properly connected or not.

2. Try changing the wires.

3. This may happen during peaks due to low bandwidth with the data centre.

Registers > Malfunction > Power issues -->>

1. Check whether power cord is properly connected to workstation or not.

2. Check whether there is power in the brick or wall socket.

3. Try using a different power cord.

4. Try using with a different port.

5. Request for a new power cord or replacement.

Registers > Malfunction > OS issues -->>

1. Check if the OS is corrupted and the hardware is working fine or not.

2. We have to reimage the device on the store by F12 Boot option.

3. We have to first delete the object from SCCM as we cannot register a workstation inside of the store if it has record in SCCM.

4. Open SCCM > find the device in the devices section > select the device > do a right click > then select delete.

5. We have to use OWB to deploy the OS and then image it from SCCM.

Peripheral:

Peripheral > Mouse > Malfunction -->>

1. Try to check the mouse with a different system.

2. Try to reboot the system and check.

3. If the problem still persists then raise a request for a replacement.

Peripheral > Mouse > Need replacement -->>

1. Raise a request to CDW for a replacement.

Peripheral > Keyboard > Malfunction -->>

1. Try to check the mouse with a different system.

2. Try to reboot the system and check.

3. If the problem still persists then raise a request for a replacement.

Peripheral > Keyboard > Need replacement -->>

1. Raise a request to CDW for a replacement.

Peripheral > Scanner > Malfunction -->>

1. Check whether all the power cords are properly connected or not.

2. Check whether the power lights are blinking properly or not

3. Check if there is any beep sound coming or not while powering on.

4. Check the scanner on a different system.

5. Raise a request for a replacement.

Peripheral > Scanner > Need replacement -->>

1. Raise a request to CDW for a replacement.

Peripheral > PIN Pad > Malfunction -->>

1. The pin pad requires both communication and power cable to function.

2. If the screen is off, try to unplug and replug the power cable.

3. Try to use it on a different register and check.

4. Try to swap the power cable with a known working PIN Pad and check whether it is working or not. If it works, we will send a new power cable.

5. If it does not work, try with different power supplies.

6. If it still does not work, then try it with a different communication module; if it still does not work, try a new PIN Pad with the old power cable and check.

7. If all the steps fail, then request replacement of either power cable or PIN Pad.

Peripheral > Pin pad > Need replacement -->>

1. Raise a request to CDW for a replacement.

Printers:

Printers > Installation & Configuration > Driver installation & Update -->>

1. Take remote access through SCCM remote viewer and check.

2. Follow the t/s steps mentioned in TIP.

3. Drivers can be updated or installed from OWB.

Printers > Installation & Configuration > Configuration for application -->>

1. Take remote access through SCCM remote viewer and check.

2. Follow the t/s steps mentioned in TIP.

Printers > Installation & Configuration > Set default printer -->>

1. Take remote access through SCCM remote viewer and check.

2. Follow the t/s steps mentioned in TIP.

Printers > Installation & Configuration > Set default configuration -->>

1. Take remote access through SCCM remote viewer and check.

2. Follow the t/s steps mentioned in TIP.

New Equipment Requests:

Replacement -->>

1. The store can perform the normal t/s steps and can request for replacement either by calling technical support or from OWB.

2. Guide the store user that they can see this page once they open OWB and can perform the following general troubleshooting steps as mentioned.

Net New -->>

1. If store requires an extra printer or any other equipment, then store manager needs to request approval from the regional manager to get the new requirements in the store.

Troubleshooting for Connectivity Issues Using Ping Commands

1. For network issues, we have to ping the server and the router to check where the point of failure is and T/S accordingly.

2. We have to ping the Host Name for POS Server.
   

3. We have to ping by IP Address for POS Router if the Host Name fails.

4. To check high latency during the peak ,we have to ping by Reg.
   

5. If both options fail, we need to escalate the case to L1.5 and ask to check if SV002 is operational or not.