Troubleshooting¶

Solutions for common issues with the Muneris Mobile Ordering platform.

Admin Portal Issues¶

Cannot Access Admin Portal¶

"Invalid email or company"¶

Symptoms: Error message when trying to log in Causes: - Email not registered as admin user - Incorrect company code - Company not yet activated

Solutions: 1. Verify email address - Check spelling and ensure it's registered 2. Check company code - Confirm 3-letter code is correct (case-sensitive) 3. Contact support - If company is new, may need activation 4. Verify user status - Ensure you haven't been removed as admin user

Symptoms: No login link email arrives Causes: - Email in spam folder - Email address typo - Email server delays

Solutions: 1. Check spam/junk folder - Login emails may be filtered 2. Wait 5-10 minutes - Email delivery may be delayed 3. Verify email address - Ensure correct spelling 4. Try different email client - Some email providers may block

"Too many requests"¶

Symptoms: Rate limiting error message Causes: More than 3 login attempts per minute

Solutions: 1. Wait one minute - Rate limits reset every minute 2. Don't retry immediately - Multiple rapid attempts extend the delay 3. Check credentials - Verify email and company code before next attempt

Property Configuration Issues¶

Property Not Confirming¶

Symptoms: Property remains in "pending" status Causes: - Confirmation email not received - Confirmation link expired - Email server issues

Solutions: 1. Check email - Look in all folders including spam 2. Request new confirmation - Delete and recreate property if needed 3. Verify email address - Ensure property email is correct and monitored 4. Check email server - Ensure corporate email allows external links

STS Configuration Failing¶

Symptoms: Cannot connect to Oracle Simphony Causes: - Incorrect STS endpoint URL - Invalid credentials - Network connectivity issues - STS service down

Solutions: 1. Verify endpoint URL - Check STS server address is correct 2. Test credentials - Ensure STS authentication details are valid 3. Check network - Verify restaurant network can reach STS servers 4. Contact Oracle support - For STS service status issues

Payment Configuration Problems¶

Symptoms: Payment provider validation fails Causes: - Incorrect merchant credentials - Wrong demo/production mode - Payment provider account issues

Solutions: 1. Verify credentials - Check merchant ID, API keys, terminal IDs 2. Confirm mode - Ensure demo/production setting matches credentials 3. Test provider account - Verify account is active with payment provider 4. Check network access - Ensure can reach payment provider APIs

Mobile App Issues¶

App Startup Problems¶

App Won't Start¶

Symptoms: App crashes or fails to launch Causes: - Device storage full - App needs update - Android system issues

Solutions: 1. Restart device - Power cycle the tablet 2. Clear app cache - Android Settings > Apps > Muneris > Storage > Clear Cache 3. Check storage space - Ensure device has adequate free space 4. Update app - Install latest version if available

System Validation Failures¶

Symptoms: Red warnings on app startup Causes: - Payment app not configured - STS connectivity issues - Network problems

Solutions: 1. Check payment app - Verify payment provider app is installed and configured 2. Test network - Ensure WiFi/cellular connectivity 3. Restart apps - Close and reopen both Muneris and payment apps 4. Contact management - Report persistent connectivity issues

Order Entry Issues¶

Cannot Access Check¶

Symptoms: "Check is being used by another device" error Causes: Another waiter is editing the check

Solutions: 1. Wait for release - Other waiter will finish and release check 2. Communicate with team - Ask colleague to release check if done 3. Try different check - Work on other orders while waiting 4. Contact manager - If check appears permanently locked

Symptoms: Empty menu or items not displaying Causes: - STS connection issues - Network connectivity problems - Oracle Simphony system down

Solutions: 1. Refresh menu - Pull down to refresh menu data 2. Check network - Verify strong WiFi/cellular signal 3. Restart app - Close and reopen Muneris app 4. Test STS connection - Contact IT if Simphony system is down

Items Won't Post to POS¶

Symptoms: Orders not appearing in kitchen/bar systems Causes: - STS connectivity failure - Oracle Simphony system issues - Network interruption

Solutions: 1. Check network connection - Verify internet connectivity 2. Retry posting - Attempt to post round again 3. Restart app - Close and reopen if posting consistently fails 4. Use backup procedures - Manually enter orders in POS if needed

Payment Processing Issues¶

Payment Terminal Not Responding¶

Symptoms: Terminal doesn't activate for card tap Causes: - Terminal power issues - Network connectivity problems - Hardware malfunction

Solutions: 1. Check power - Ensure terminal is plugged in and powered on 2. Check connections - Verify USB/network cables are secure 3. Restart terminal - Power cycle the payment terminal 4. Test with different device - Try terminal with another tablet

Payment App Communication Error¶

Symptoms: Cannot start payment or get response from payment app Causes: - Payment app not running - Android communication issues - Payment app configuration problems

Solutions: 1. Open payment app - Ensure payment provider app is running 2. Check payment app config - Verify store/merchant settings 3. Restart both apps - Close and reopen both Muneris and payment apps 4. Restart device - Full device restart if communication issues persist

Card Payment Failures¶

Symptoms: Cards consistently being declined Causes: - Terminal connectivity issues - Merchant account problems - Card reader hardware issues

Solutions: 1. Test with known good card - Use test card or staff card 2. Check terminal connectivity - Verify network connection to payment processor 3. Clean card reader - Gently clean contactless reader surface 4. Contact payment provider - Check merchant account status

Digital Receipt Issues¶

Symptoms: QR codes not generating or receipt links not working Causes: - Muneris API connectivity issues - Receipt upload failures - Network problems

Solutions: 1. Check network - Verify internet connectivity 2. Retry payment - Process payment again if receipt failed 3. Manual receipt - Offer to email receipt if QR code fails 4. Report to management - Persistent receipt issues need IT attention

Network and Connectivity Issues¶

WiFi Connection Problems¶

Symptoms: Intermittent or no network connectivity Solutions: 1. Check WiFi signal - Move closer to router for stronger signal 2. Restart WiFi - Turn device WiFi off and on 3. Forget and reconnect - Delete WiFi network and reconnect 4. Check router status - Verify restaurant WiFi is working

STS Connectivity Issues¶

Symptoms: Cannot connect to Oracle Simphony Solutions: 1. Test basic connectivity - Verify internet access works 2. Check STS service - Contact Oracle if STS service is down 3. Verify credentials - Ensure STS authentication hasn't expired 4. Restart network equipment - Reset restaurant network hardware

Payment Provider Connectivity¶

Symptoms: Payment processing consistently fails Solutions: 1. Test provider network - Verify payment provider service status 2. Check merchant account - Ensure account is active and in good standing 3. Verify terminal connectivity - Test payment terminal network connection 4. Contact provider support - Escalate to payment provider technical support

Device Management Issues¶

Tablet Performance Problems¶

Symptoms: App running slowly or freezing Solutions: 1. Close background apps - Clear other running applications 2. Restart device - Power cycle tablet 3. Check storage space - Free up device storage if low 4. Update Android - Install system updates if available

Battery and Charging Issues¶

Symptoms: Tablet won't hold charge or charge slowly Solutions: 1. Check charging cable - Verify cable and adapter are working 2. Clean charging port - Remove lint or debris from charging port 3. Replace charging equipment - Try different cable/adapter 4. Battery replacement - Consider battery replacement for old devices

Multiple Device Coordination¶

Symptoms: Conflicts between multiple tablets Solutions: 1. Coordinate check usage - Establish team protocols for check management 2. Share payment terminals - Ensure all devices can access payment hardware 3. Network capacity - Verify WiFi can handle multiple devices 4. Update all devices - Ensure all tablets have same app version

Escalation Procedures¶

When to Contact IT Support¶

Persistent network issues - WiFi or internet connectivity problems
STS configuration problems - Oracle Simphony integration failures
Payment provider issues - Merchant account or terminal problems
App crashes or errors - Consistent software problems

When to Contact Muneris Support¶

Admin portal access issues - Login or authentication problems
Property configuration failures - Setup and validation issues
Receipt generation problems - Digital receipt system issues
Device binding problems - QR code or device setup issues

When to Contact Oracle Support¶

STS service outages - Simphony Transaction Service down
POS integration issues - Menu data or check management problems
License questions - STS or Credit Card Interface licensing
Employee validation failures - Simphony user account issues

When to Contact Payment Provider¶

Merchant account issues - Account status or configuration problems
Terminal hardware problems - Card reader malfunctions
Transaction processing failures - Payment authorization issues
Settlement and reporting - Payment reconciliation problems

Emergency Procedures¶

System-Wide Outage¶

If Muneris system is completely unavailable: 1. Use manual POS - Take orders directly in Oracle Simphony 2. Cash payments - Accept cash until card processing restored 3. Document issues - Keep record of problems for support 4. Communicate with guests - Explain temporary payment limitations

Payment System Failure¶

If card processing is unavailable: 1. Accept cash only - Until payment system restored 2. ATM information - Provide directions to nearest ATM 3. Manual card processing - Use manual card imprinters if available 4. Document transactions - Keep records for later processing

Network Outage¶

If internet connectivity is lost: 1. Check cellular backup - Use cellular data if available 2. Manual operations - Use paper orders and cash payments 3. Document all transactions - Keep detailed records 4. Resume when restored - Enter transactions when connectivity returns

Preventive Maintenance¶

Daily Checks¶

Device battery levels - Ensure tablets are charged
Network connectivity - Verify strong WiFi signals
Payment terminal status - Check terminal power and connectivity
App performance - Monitor for slowdowns or issues

Weekly Tasks¶

Clean devices - Wipe screens and payment terminals
Check for updates - Install app and system updates
Review error logs - Monitor for recurring issues
Test backup procedures - Verify cash payment processes work

Monthly Reviews¶

Network performance - Check WiFi speed and reliability
Device health - Monitor battery life and performance
User training - Refresh staff on troubleshooting procedures
Support contacts - Verify escalation contact information

Getting Additional Help¶

Support Resources¶

Muneris Support - Technical issues with platform
Oracle Support - Simphony and STS related issues
Payment Provider Support - Card processing problems
Local IT Support - Network and device issues

Documentation Resources¶

Admin Portal Guide - Configuration and setup procedures
Mobile App Guide - Daily operations and workflows
Oracle Simphony Documentation - POS system information
Payment Provider Manuals - Terminal and app documentation

Training and Education¶

Staff training sessions - Regular system education
Manager certification - Advanced troubleshooting training
Vendor training - Oracle and payment provider education
Best practices sharing - Learn from other restaurants' experiences