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FAQ

I. OnPOS integrated smart cash register

1. The printer of the integrated smart cash register has no output
  • Make sure the printer has enough paper
  • Make sure that the power supply of the integrated smart cash register is properly connected, for the built-in printer works only when there is power supply.
  • Make sure the thermal paper is placed correctly
  • Make sure that the printer’s IP address has been generated in Keruyun’s settings
  • Make sure that the front-end bill is already associated with the built-in printer
  • Make sure the print service is on
  • Make sure that the network printer test of the integrated smart cash register is on
  • Replace the power adapter of the integrated smart cash register
2. The Ethernet connection of the integrated smart cash register is abnormal
  • Make sure that the router is working properly and that the Internet is normal
  • Make sure the cable is not damaged
  • Make sure that there is no conflict of the IP address, and that the DNS and other network configuration are normal
  • Unplug the network cable, reboot the integrated smart cash register, plug in the network cable, and check if the network port indicator is on
  • Contact the operation and maintenance engineer to replace the machine or the network port
  • Enter System Settings → More → Mobile Network → Enable Data Network (Note: unclick “Close all network”)
3. The printed font of the integrated smart cash register is not clear or no word can be seen
  • Make sure that the thermal paper is placed properly and that the rolling direction is inward
  • Replace the paper
  • Wipe the print head with a clean cloth dampened with alcohol
  • Contact the operation and maintenance engineer to return the integrated smart cash register to the hardware R&D center for repair
4. The integrated smart cash register cannot be used after the 3G card is plugged in, and the internet cannot be used
  • Make sure the 3G card is placed inward with the groove facing upward. The indication of the insertion direction can be found at the socket
5. The phone of the PE-version integrated smart cash register cannot be used, and incoming calls cannot be connected (and there is no screen pop-up)
  • Make sure that the fixed-line telephone switch is on in Keruyun’s settings
  • Replace the handle line
  • Replace the handle
  • Connect the main line of the phone to a landline telephone to identify if there is problem with the main line
  • Contact the operation and maintenance engineer
6. The scanning gun cannot recognize the barcode when scanning
  • Make sure that the barcode of the product is entered, and that the barcode is correct
  • Make sure that the scanning gun’s hardware is not damaged. The currently suited scanning gun is the Newland-NLS-HR100 model
7. The virtual key of the integrated smart cash register disappears
  • Go to System Settings – Display – unclick the option box of “Hide virtual key”
8. The cash box does not pop up during checkout
  • Make sure the power cord of the integrated smart cash register is connected properly
  • Make sure the cash box is connected properly and that the line is not damaged
  • Make sure that the cash box is already associated with the specified printer in Keruyun’s settings
9. For an order placed via Keruyun Mobile, both the cash register’s printer and the kitchen-end printer cannot print the order, and the table-end bills show no order placed
  • Make sure the print service is turned on
  • Make sure that the network environment is working properly and that an external network can be accessed
  • Make sure that the machine on which the print service is installed is the main cashier
  • Make sure that the immediate order placing function has been turned on in the Keruyun Mobile settings
  • Make sure that all dishes on the kitchen-end bills are associated with the printer and with the table area in Keruyun’s settings
10. During ordering, the system prompts that the data has been updated by other terminals.
  • Make sure there is no other device that operates the order at the same time
  • Return to the table page, synchronize with the server of Keruyun, carry out data synchronization, and refresh data
11. The system prompts that the synchronization has failed when synchronizing with Keruyun’s server
  • Make that the hardware is the latest version
  • Make sure the network is normal and the external network can be accessed
  • Reboot the integrated smart cash register
  • Reboot the network environment and devices in the store, such as routers, switches, and wireless APs
  • Contact the operator and ask if network parameters such as DNS have been changed. If DNS has been changed, please correct the DNS
12. The screen of a Bluetooth phone does not pop up when delivery services are carried out
  • Make sure the Bluetooth function of the integrated smart cash register is on
  • Make sure the Bluetooth phone is successfully connected to the Bluetooth of the integrated smart cash register
  • Make sure there is no problem with the hardware of the Bluetooth phone
  • Disconnect the Bluetooth phone from the integrated smart cash register, and reconnect them
13. The function of quick dish search does not work
  • Make sure the software version is the latest
  • Make sure that the menu does not contain special characters, and if there are special characters, such as parentheses, the name cannot be searched
14. The order placing time at the kitchen-end is inconsistent with that of the integrated smart cash register
  • Make sure that the time zone is set correctly in the time setting of the integrated smart cash register
  • If the merchant has multiple integrated smart cash registers, please make sure that the time zone of all cash registers is consistent
  • Select to automatically determine the time in the system setting of the integrated smart cash register
  • If the scheduled time is displayed as January 2, 1970, please try to resolve the problem by restarting the network (router)
15. When the software is upgrading, it is prompted that the merchant ID could not be obtained
  • Make sure that the wireless network is turned on when upgrading, as the software upgrading needs it for initialization
16. The opening amount cannot be entered when exchanging shift
  • Turn on the amount clearing during shift exchange in the store’s settings. Operation path: go to b.kry-Store-Settings-Store Settings, enable “automatic amount clearing during shift exchange”, and save the setting.
17. The member forgets the consumption password of the membership card
  • Go to Customer-end to revise the password
  • Go to Backend-Customer-Search for Member’s Phone Number- View Member Information - Reset Account Password. The original password will be sent to the corresponding phone number
18. The new payment method added in the back-end system cannot be displayed at the merchant end
  • Make sure that the added payment method is saved
  • Make sure that the added payment method has been authorized to the store
  • Make sure that the payment method has been added to the payment template
  • Make sure that the payment method has been added to the payment template
  • Delete the payment template and create a new payment template
19. After an order is placed, “Whether to allow manual discounts” is modified at the backend, but the modification does not take effect at the time of settlement
  • Return the dishes that have been ordered and place another order
  • The discount option modified at the backend does not apply to the orders that have been placed
20. The table numbers are disorderly displayed on the integrated smart cash register
  • Make sure that all the tables are already sorted in the back-end system
21. The system prompts “the local database error”, all dishes of the table disappear, and the order cannot be operated
  • Go to the bill center to find the orde
  • Go to the back-end system of the merchant and carry out forced cleanup
22. The queued number cannot be generated
  • Check the back-end configuration to ensure that queues have been added

II. Network Modules

23. After the network cable is plugged into the router, the IP address cannot be obtained
  • Make sure that the line connection is not disconnected
  • Make sure that the DHCP function is enabled in the router
  • Check and ensure that the network cable is connected to the correct port. If the equipment has multiple WAN-ports, please turn off redundant WAN ports that are not used
24. The IP address of the integrated smart cash register changes frequently
  • Set a fixed IP address for the cash register
  • Bind the IP address of the device to its MAC address in the router
25. The order can be placed normally on the iPad, but the printer cannot print out the order
  • Use the CMD dialog box to carry out ping test and ensure that the external network connection is normal
  • Make sure all printers are connected properly
  • Make sure that ap isolation is off in the router or wireless AP
26. The store network is running slowly, leading to slow ordering and checkout.
  • Make sure that the in-store network bandwidth is sufficient
  • Check the connection device of the network environment to exclude access by the monitoring device
  • Test the speed of the wired network environment
  • Check whether the preset DNS address is blocked
  • Ensure that the network is divided into commercial use and customer use in the store
  • Limit the speed of the network for customers in the store
  • Reduce the number of addresses assigned by DHCP

III. Printing-related questions

27. The order is lost when printing
  • Make sure that all printers are connected properly
  • Timely copy the three folders named clam, print, and keruyun under File Management
  • Record the details of the lost order, such as order number and dishes, etc.
  • Reboot the integrated smart cash register
28. Certain printers cannot print out the order or the print service connection fails
  • Make sure that all printers are connected properly
  • Check the printer’s connection status in the printing service
  • Go to File Management and delete the folders named keruyun, print and clam in the main directory
  • Enter the System Settings-Application, click on the Print service, carried out forced stop, and clear the cache and data
  • Return to the main page and re-start the printing service
29. The printer connection fails
  • Make sure that the printer’s power and network cable are connected properly
  • Restart the printer
  • Print the self-test page of the printer and check if the printer’s IP address has changed
30. The kitchen-end printer cannot print out the order sometimes
  • Make sure that there is no problem with all printer connections
  • Make sure the paper is sufficient
  • Check whether the printer can print out the test page
  • Make sure that the power saving mode of the integrated cash register performing the printing service is turned off
  • Make sure that only one integrated smart cash register in the store is installed with the print service
31. The front-end bill is not clear
  • Please check if the print head is clean
  • Draw on the print paper with a hard object to check if there is a problem with the paper. If the mark left is unclear, there is a problem with the paper. Otherwise, there is a problem with the printer

IV. Other questions

32. The daily statement cannot be viewed in the back-end system and no data is shown
  • Check the off-date settings of the back-end system and set the off-date as the next day
33. After the software is downloaded and installed on Apple device, the software cannot be used
  • Trust operation is required. Go to the mobile phone’s Settings → Universal → Device Management, and select beijing shishike to complete the trust operation
34. Deposit of member card and cancellation of consumption notice message
  • The cancellation of consumption notice message is not supported at present. If the return button is clicked during WeChat ordering and payment, the checkout will not be completed after re-entering the payment page.
  • At present, the WeChat payment must be completed once. If there is a return in the process, the payment can only be made on OnPOS.
35. The consumer is reminded to bind a bank card when scanning the QR code to pay (the consumer has money in the WeChat wallet)
  • WeChat payment requires the binding of a bank card and has no relation with the balance in the WeChat wallet.
36. It is prompted that the API certificate has expired when the payment is made via WeChat
  • If the API certificate does not actually expire, the merchant only needs to log in the back-end of WeChat payment and click [Renew]
  • If the API has expired, the merchant needs to contact the after-sales service staff for operation.
37. What is the rate of Alipay?
  • The rate is the same at 0.55%
  • The rates for all payment model are the same
  • *Note: Special rate (low rate or zero rate) can be applied for the case if the merchant is a high-quality one, but the application may not be approved.
38. How to apply for automatic cash withdrawal of Alipay
  • Log in e.alipay.com with the Alipay account and create a Koubei store
  • Select “Fund Management” -> “Automatic Cash Withdrawal” in the left-hand navigation bar and follow the prompts to set up the automatic cash withdrawal.
39. The checkout information cannot be seen in the “Settled bills” directory under “Sales order”
  • Restart the software
  • Click the initialization button
40. The set meal can be presented on OnPOS but not IPad
  • Check if the set meal contains required dishes, if the required dishes are available or sold out, and if the required dishes are sold by the store.
41. IPad cannot be charged
  • Check if the iPad charger is defective
42. How to deposit money to the member's account without reflecting on the statement
  • Deposit money into the account via the back-end system of the merchant, enter the actual value as 0 and the gifted value as 2,000
  • Operation path: go to b,kry-Store-Customer-Search Customer- View - Deposit Accounts – Deposit, enter the actual stored value as 0 and the gifted value as 2,000, and then click the OK button.
43. The cash register does not display caller ID when the merchant calls
  • The caller ID display service is not available
  • Bluetooth phone is not connected to pos
44. When account for mobile ordering is logged in, the system prompts that “the account is being used in other devices, and the counterparty will immediately go offline if you continue to log in.”
  • The “One Person-One Account” policy is currently implemented for mobile ordering. One account can only be used for one person, and it needs to create an account for each waiter in the back-end system
45. The calculation method of table turnover rate in the back-end statement
  • The “One Person-One Account” policy is currently implemented for mobile ordering. One account can only be used for one person, and it needs to create an account for each waiter in the back-end syste
46. How is the click-through rate in the sales analysis of the back-end statement calculated?
  • Click-through rate = Number of sold goods / number of orders sold successfully
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