Quick Troubleshooting for Order Display Monitor (ODM)

Quick Troubleshooting for

Order Display Monitor (ODM)

Issue: All food or drink orders are not displaying on ODM devices
Issue: Specific items are not displaying on ODM devices
Issue: Cannot log in to ODM Devices
Issue: Problems caused by the Chrome browser
More details and points to note

About

This guide provides troubleshooting steps to help you quickly resume operations when you encounter common issues with ODM (Order Display Monitor) devices—for kitchen, drinks, or similar orders.

If the steps in this guide do not resolve your issue, or if the issue occurs regularly, please contact the H&L Support team for further assistance. You can log a support ticket via:

Phone: 1800 778 340
Email: support@hlpos.com
Chat: Live Chat
Client Portal: Click the Submit a Ticket button above.

Issue: All food or drink orders are not displaying on ODM devices

ODM orders function like printed orders and are sent from the H&L Server. If no orders are appearing on any ODM devices, the issue is also likely at the server level.

Problem	Solution or workaround
Server not running	Turn the H&L Server on. Wait a couple of minutes for it to finish starting all background processes and services. Check if any orders resume printing
TransServer or PosController not running	If using the TransServer application - close it, OK the prompt, then reopen it. If using the Point of Sale Controller (POSController) service – open Windows Services, select the ‘H&L Sysnet – Point of Sale Controller’ service, stop the service, wait 20 seconds, then start the service. Note: One of TransServer or PosController should be in use on your H&L server, not both. See also: How To Check and Restart the Transaction Server or POS Controller Service.
“Locked: True” message on TransServer or LogViewer	Follow the restart instructions above to restart TransServer or POSController. This should restore printing issues. This message can indicate that an issue occurred with processing end of reporting periods. Check if your most recent reporting periods processed correctly. See also: Quick Troubleshooting for End Of Reporting Periods.
ODM service not running	Open Windows Services Select the H&L Sysnet – Order Display Monitor Service. Stop the service. Wait 20 seconds. Start the service. See also: Managing Windows services.
No internet access	Confirm if the server & ODM devices have internet access using a browser. ODM is a cloud solution and requires internet access. Confirm network devices have power (indicated by presence of solid or flashing LEDs) Confirm network cables (from server and ODM devices) are firmly connected at both ends. Important: If your IT or a third-party manage your venue’s network, please consult with them before making changes to your network setup or restarting any network devices. See also: Managing loss of connection to ODM.
Blocked ODM account	This typically occurs following a password reset performed on one ODM device without updating this password on the server or other ODM devices. Check the ODM logon email inbox for an email from Auth0 stating "We have detected suspicious logins". If this email has been received and the ODM password has been recently reset: Update the password in Utilities > System Options > Custom Exports > Auth0 > Password. Click the blue tick icon (top right) to save changes. Restart the ODM service on your H&L server. Press the Unblock button in the received email. Re-login to all ODM devices with the new password.

Issue: Specific items are not displaying on ODM devices

The PLU setup in Stock is commonly responsible if most items are displaying correctly, but a specific item is not.

Problem	Solution or workaround
PLU print group setup	For menu items (mains, entrees, drinks, etc) - confirm there is a print group assigned that matches the print group your ODM devices are assigned to. For modifier items (instructions or optional addons) - the print group can be left as <None>. Confirm the PLU setup for every location the PLU is sold from. See also: Specific items are not displaying examples.
PLU modifier setup	For modifier items (instructions or optional addons) - the modifier value should be “Normal modifier”. For menu items (mains, entrees, drinks, etc) - the modifier value should be “No modifier”. Confirm the PLU setup for every location the PLU is sold from. See also: Specific items are not displaying examples.
Include in Export is unchecked	For menu items and modifier items, check that the Include in Export checkbox is enabled against the PLU. Confirm the PLU setup for every location the PLU is sold from. See also: Specific items are not displaying examples.
Item(s) not sent to ODM	In Stock, select the Options dropdown menu, then Send Groups to Order Display Monitor. A popup window will confirm if the upload was successful or not. If unsuccessful, start or restart the ODM Service, and try again. See also: Managing Windows services. Refresh or reopen the Chrome browser window on all ODM devices.

Issue: Cannot log in to ODM Devices

Problem	Solution or workaround
Cannot load ODM site - (https://odm.hlcloud.com.au)	Check ODM device has internet access using the browser. Check the network cable is firmly connected to the ODM device, and where it terminates at the other end into a wall port or network device. If the network cable shows signs of damage replace it. Important: If your IT or a third-party manage your venue’s network, please consult with them before making changes to your network setup or restarting any network devices.
Cannot remember login email	Check Utilities > System Options > Custom Exports > Auth0 > User Email to verify email used for ODM. Do not change this email. If a change is required, please contact the H&L Support team for assistance.
Cannot remember login password	Tap the Don't remember your password? link on the login page. Enter the login email and tap Send Email. Open that email addresses inbox, and follow the prompts in the email to reset your password. Update the password in Utilities > System Options > Custom Exports > Auth0 > Password. Click the blue tick icon (top right) to save changes. Restart the ODM service on your H&L server. See also: Managing Windows services. Re-login to all ODM devices with the new password. See also: Cannot remember ODM login password instructions.

Issue: Problems caused by the Chrome browser

Problem	Solution or workaround
Unable to press ODM buttons or interact with orders or Unable to view orders on other ODM pages	Confirm or change Chrome browser zoom level is set to 100%. Exit full screen mode via the ODM menu button (top-right corner). Access Chrome settings (three vertical dots in top-right corner). Use + / - buttons to change zoom level to 100%. Close and reopen, or refresh the Chrome browser window. Avoid using ODM in portrait mode (this is not supported).

More details and points to note

Specific items are not displaying examples

Example setup for a menu item (mains, entrees, drinks, etc.):
Example setup for a modifier item (instructions or optional add-ons):
To confirm which ODM devices are assigned to a specific print group, go to: Utilities > Printers > Groups subtab.

Managing loss of connection to ODM

If your H&L server loses connection your ODM devices (e.g. due to an internet outage), it will divert print jobs to a physical backup printer if configured.

You can verify or change the backup printer in Utilities > Printers tab > Printers sub tab > Select ODM device > Edit button. If you make any changes to the backup printer, remember to restart TransServer or POSController service to apply the change. (See also: How To Check and Restart the Transaction Server or POS Controller Service.)

Orders can also be manually printed on demand from Exceed to the backup printer. This requires the use of the Printed Orders List key on your Exceed keyboard. When pressed this key will list orders that have not been completed from an ODM device.

This section provides a detailed walk-through of the ODM password reset process.

On the login page, tap Don't remember your password?.
Enter the login email and tap Send Email.
Check your email inbox for a message with the subject Reset your password from <no-reply@auth0user.net>.
- If you don’t receive it after five minutes, check your junk/spam folder.
- If it’s still not there, repeat the steps above.
Open the email and click the Confirm button.
On the password reset page, enter and confirm your new password. Click the > button to proceed.
Once you see the message "Your password has been reset successfully", open Utilities.
In Utilities:
1. Go to the System Options tab.
2. Tap the ► button to reveal more subtabs.
3. Select the Custom Exports subtab.
4. Update the ODM password field, then click or tab out of the field.
5. To save, tap the ▲ button, then the ✔ button.
On your H&L server:
- Open Windows Services.
- Restart the H&L Sysnet - Order Display Monitor Service (or stop and start it).
- See also: Managing Windows services.
Re-login to all ODM devices using the new password.

Bistro Mode

Each Exceed Point of Sale terminal can operate in either Restaurant or Bistro mode. The primary difference between these modes is how ODM order displaying is controlled:

Restaurant Mode – The order docket prints automatically when the sale is finalised to the table.
Bistro Mode – Sales are charged to a table account, and the user manually chooses when to send dockets to the order printers or ODM devices.

Bistro mode works the same for both physical order printing and ODM order displaying. For information and setup instruction for Bistro Mode, see Bistro Mode setup.

Note: We recommend speaking to an H&L Trainer before switching modes, as additional configuration or keyboard changes may be required.