Troubleshooting Integrator Orders Not Printing

H&L customers have several 3rd party ordering integrations available to them, including Me&U, HungryHungry, Grayza, and more.

These integrations can be interrupted by failures of internet connectivity, configuration, hardware, or local software components within the H&L system. This article outlines a few basic troubleshooting measures that customers can take in the event that their ordering integration is degraded.

Internet Connectivity

The H&L server computer must be able to connect to the internet to retrieve orders. In general, if you can load a web page from your server PC, this indicates that your server is able to access the internet. Open a web browser and navigate to a website and confirm that the page loads. If the page fails to load, you may have a connection outage. Establish if other devices in the building are also unable to access the internet. If this is the case, refer to your internal IT support or internet service provider for further assistance.

Order service

Most 3rd party ordering integrations rely on the Sysnet Order Service. If orders are not being retrieved, it can indicate a fault with this service. Customers should attempt to restart this service on their H&L server computer. This can be accomplished by rebooting the server computer, however this should be a last resort, as will disrupt POS operation.

A better option is to first open the Windows Services module; this can be done by typing "services" into the search bar on your server desktop:

Open Services, then look for the entry called "H&L Sysnet - Order Service" in the list. If the service is not currently running, right click on the entry, and select Start.

If the service is already running, then select Restart.

If the service successfully restarts and integration is restored, any recent orders should be retrieved and printed, as long as the integrator has not marked them as failed. There is also a configurable internal order timeout threshold within H&L (default 5 minutes); orders that have exceeded this threshold will be marked as failed and will not print.

If your service fails to restart, or has restarted but orders are still not printing, please reach out to H&L Support on 1800 778 340, or email support@hlpos.com for further assistance.

Orders Retrieved but Fail To Print

If orders are being marked as successful and no failure notifications are received, but you find that dockets are not printing, this may indicate a hardware failure as opposed to a fault with the ordering integration.

If you have a designated printer for integrator orders, confirm that the printer is not in an error state. An error light flashing or solid will indicate if there is a fault; turn the printer off, check the roll is loaded correctly, and reconnect all cables to the device.

If the fault persists, the printer may need to be serviced or replaced. Contact H&L Support for further assistance. Dockets can usually be redirected to another printer of your choosing; a support operator can assist you with this.

Some Items Consistently Fail To Print

If you find that in general, orders are printing, but some items are being omitted, it may indicate a configuration fault in your H&L stock system.

You should first ascertain the PLU number of the item in question (this can usually be retrieved from your Me&U menu interface), or, you can search for the item name string in your H&L Stock module.

Once you have located the item, refer to the Sales Stock (PLU) Detail screen; note the order printer group setting against the item. Non-modifier items must have a printer group set in this section, otherwise they will not print a docket. The printer group defines which group of physical printing devices (including Order Display Monitors) that this item will print to when it is transacted.

Refer to the below article for further advice about docket printing in H&L:

https://helpdesk.hlpos.com/support/solutions/articles/51000492209-quick-troubleshooting-for-order-printing