Troubleshooting Guide
This Guide will print out to apprx 20+ pages.
This guide should be used in conjunction with the SYSTEM MESSAGES section of the
Technical Reference Manual to identify problems and their solutions.
The guide contains a large number of potential symptoms and solutions. We have
tried to make the guide as easy to use as possible by dividing it into easily
recognizable lookup sections.
While each section contains a list of symptoms related to a particular piece of hardware
or function, some symptoms may also be duplicated in other sections to make them
easier to find. For example, one particular key entry problem may be listed in the Master,
Satellite, and Keyboard sections.
Each problem is noted by SYMPTOM (S) and its possible CAUSES (C). Where necessary,
corrective actions are also included with the problem causes.
WARNING: CERTAIN PROCEDURES IN THIS SECTION REQUIRE ELECTRICAL TESTS OR
MEASUREMENTS WHILE POWER IS APPLIED TO THE MACHINE. EXERCISE EXTREME
CAUTION AT ALL TIMES. IF TEST POINTS ARE NOT EASILY ACCESSIBLE, DISCONNECT
POWER, ATTACH TEST EQUIPMENT AND REAPPLY POWER TO TEST.
MASTER
(S) The master is off. No power on LED and a MASTER DOWN/OFF indication
at the backup master.
(C) Check the AC voltage to the master unit. If using a UPS, test the UPS output with
its AC input connected and then disconnected. Check the master main fuse. Check the
power supply fuses and voltages. Check the wiring harnesses. Fuse is right next to
the power cord on master (satellite also)
(S) The master LED is on but MASTER DOWN/OFF is indicated at the backup
master. The master’s satellite and other satellites may be on line.
(C) Determine which master unit is polling. If the master is not polling, check
the master machine number table and other files for corruption. May also be bad F.O.
cable or interface board or master board or master firmware. Turn Master off to tell
which is polling.
(S) The master LED is on but MASTER DOWN/OFF is indicated at the backup
master. The master’s satellite and other satellites are off line.
(C) Check the master machine number table and other files for corruption.
Turn off the master unit to see if the backup master can run the system. May also
be fiber optic cable or interface board problem, master board or firmware. Check the
fiber optics also.
(S) The master’s satellite is off line. It is otherwise functional. No MASTER
DOWN/OFF indication at the backup master.
C) Check the master machine number table, satellite board switch settings.
May also be 50 pin ribbon cable, master board or satellite board problem.
(S) The master’s satellite display is completely blank. There is no MASTER
DOWN/OFF indication at the backup master.
(C) Bad display board/connection (do key work?). May be bad cable/connection.
Power supply/fuse problem.
(S) The master’s satellite keyboard functions do not correspond with the functions on
the keyboard overlays. Observe the display for clues, error messages, etc.
(C) Check satellite files T,FF, K, and PVE for changes or corruption. Check them against
a known good copy of the file(S). If keys do not function at all, may be bad keyboard or
connection or bad cable. Check mode switch operation.
(S) When performing a transaction, or other function, an error message is displayed.
(C) Refer to the SYSTEM MESSAGES section of the Technical Reference Manual for
meanings of error messages.
(S) When programming (P1 mode), and the FILE NO. key is pressed, a lower case “u”
is displayed.
(C) Check the bit settings of satellite board switch pack 1.
(S) The master’s satellite keys are dead. The display appears ok (no garbage characters).
(C) Try a master soft initialize to unlock the satellite, if this corrects the
problem, check terminal ground straps and AC ground. Has unit been plugged into a
“dirty” AC outlet? May be corrupt satellite files. Bad keyswitches or connections.
Bad cable.
(S) The master’s satellite locks up when attempting some function (customer
transaction, reports, file listings). A master soft initialize will unlock the terminal.
(C) Usually an indication of corrupt file(S) or totals. Check files, totals
reports (use x mode), terminal grounding.
(S) The terminal locks up while unattended. A soft initialize will unlock the terminal.
(C) Usually an indication of improper/missing terminal grounding. Check ground straps
and AC grounds. Check for sources of elec. noise at the terminal. Should be on a
dedicated AC circuit.
(S) When the master/bm is soft initialized, the firmware version number is not displayed.
(C) Check the satellite board switch settings. May also be bad satellite or
master firmware.
(S) Every time the master/bm is powered down/up, the firmware version is displayed.
(C) Check the satellite board switch settings.
(S) When the master unit is powered up, the RJ printer does not cycle.
(C) Bad fuse in the master power supply. Bad printer cable/connection.
Bad BA 2700 board or printer power supply, Bad 2728 board/mechanism.
(S) When the master is powered down, MASTER DOWN/OFF is not displayed on the
backup master, but the backup master does take over the system (no satellite
lanes off line).
(C) Check the backup master’s satellite board switch settings.
(S) When the master is powered down, the backup master does not take over the system.
Satellite lanes off line or system wide symptoms such as “PLU-NONFILES”.
(C) Usually an indication of corrupt master files in the backup master, ex. item
file or machine number table. May also be a fiber optic problem or a hardware problem
in the backup master.
(S) When doing a master memory clear (SW 8), the master never comes back up (display
stays blank, firmware version is never displayed).
(C) Bad master or satellite firmware or improperly inserted Eproms. May be bad master
or satellite board.
(S) All satellites suddenly go offline. Can be corrected by powering any master or
satellite down/up.
(C) Usually caused by ESD at or near a terminal. Suspect improper grounding
of the cable shield on the PC to POS communications cable. See bulletin # 15.
SCANNING
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(S) PLU NONFILE displayed every time an item is scanned or key entered at the
POS system.
(C) The item is not on file. The item may have been improperly entered at the PC
or at POS. Scan the item in P1 mode to see how POS interprets the bar code. Compare
this to how the item was entered at the PC or POS (file 12). Make sure the terminal
is on line.
(S) PLU NONFILE when item is scanned at FM but is ok if it is scanned at POS.
(C) FM scans some bar codes differently than POS. Try hand entering the UPC # at
the FM unit instead of scanning it.
(S) PLU NONFILE or DEPT FILE ERROR displayed intermittently (may be ok on the
next attempt) when items scanned or key entered.
(C) Usually an indication that one of the two conductors in a two conductor fiber
optic cable is bad. Communications is ok in one direction but can only transmit or
receive in the other direction. May also be bad interface board.
(S) Item will not scan, but can be key entered successfully.
(C) Usually indicates a scanner problem. Scan the item in P1 mode to see how the
bar code is being read.
(S) Items scan ok, but UPC’s cannot be hand entered.
(C) UPC hand entered incorrectly. Scan item in P1 mode to see how the bar code is
being read and compare to hand entry.
(S) Item(S) scan/key enter at wrong price.
(C) Duplicate items in item file with different UPC numbers. The item mfgr has
changed UPC numbers for that product. Item is an active timed item (check times item file).
Item is included in a mix match (check mix match file).
(S) Item(S) scanned/key entered ok but wrong item is looked up.
(C) Item UPC/PLU was created incorrectly at PC or POS. The item UPC bar code was
printed incorrectly (the numbers below the bar code do not agree with the bar code).
(S) Timed Item(S) scan/key enter at wrong price.
(C) The time schedule or timed items were not sent from PC to POS (re-send).
The time schedule is not active. The POS master time/date is incorrect. The item is
involved in a mix match (check mix match file in the item record).
(S) Special Prices Item(S) scan/key enter at wrong price.
(C) Item is not correctly set up as special price item. The special price schedule is
not active (check date/time). The POS master time/date is incorrect. The item is a
frequent shopper item (freq. shopper flag set to “yes”).
SATELLITE
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(S) No power on LED when the power switch is on.
(C) Check the AC voltage to the satellite unit. If using a UPS, test the UPS out
put with its AC input connected and then disconnected. Check the power supply fuses
and voltages. Check the internal wiring harnesses.
(S) The power on LED is on, but the satellite is off line. The unit is otherwise functional.
(C) Check the master machine number table, satellite board switch settings.
May be bad fiber optic cable(S) or F.O. interface board or satellite board problem.
(S) The satellite display is completely blank. The power on LED is on.
(C) Bad display board/connection (do keys work?). May be bad cable/connection.
Power supply/fuse problem.
(S) One or more satellite keyboard functions do not correspond with the functions on the
keyboard overlays. Observe the display for clues, error messages, etc.
(C) Check satellite files 1, 2, 3, & 4 for changes or corruption. Check them against
a known good copy of the file(S). If keys do not function at all, may be bad keyboard or
connection or bad cables. Check mode switch operation.
(S) The satellite keys are dead. The display appears ok.
(C) Try a satellite soft initialize to unlock the satellite, if this corrects the
problem, check terminal ground straps and AC ground. Has unit been plugged into a “dirty”
AC outlet? May be corrupt satellite files. Bad keyswitches or connection. Bad cable.
(S) The satellite locks up when attempting some function (customer transaction, reports,
file listings). A satellite soft initialize will unlock the terminal.
(C) Usually an indication of corrupt file(S) or totals. Check files, totals
reports (use x mode), terminal grounding.
(S) The terminal locks up while unattended. A soft initialize will unlock
the terminal.
(C) Usually an indication of improper/missing terminal grounding. Check ground straps
and AC grounds. Check for sources of elec. noise at the terminal. Should be on a
dedicated AC circuit.
(S) When the satellite is soft initialized, the firmware version number is not displayed.
(C) Check the satellite board switch settings. May also be bad satellite or master firmware.
(S) Every time the satellite is powered down/up, the firmware version is displayed.
(C) Check the satellite board dip switch settings.
(S) When the satellite unit is powered up, the RJ printer does not cycle.
(C) Bad fuse in the satellite power supply. Bad printer cable/connection.
Bad BA 2700 board or printer power supply. Bad 2728 board/mechanism.
(S) When performing a transaction, or other function, an error message
is displayed.
(C) Refer to the SYSTEM MESSAGES section of the Technical Reference Manual for
meanings of error messages.
(S) When programming (P1 mode), and the FILE NO. key is pressed, a lower case “u”
is displayed.
(C) Check the bit settings of satellite board switch 1.
KEYBOARD/DISPLAY
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(S) The display is blank.
(C) Bad display board/connection (do keys work?). May be bad cable/connection.
Power supply/fuse problem.
(S) The display is dim or flashing.
(C) Bad display board/connection. May be bad cable or cable connection.
Power supply problem.
(S) The display is showing incorrect or invalid characters.
(C) Most likely corrupt satellite files. May be bad satellite board or firmware.
(S) One or more keys on the full travel/micro motion keyboards are dead.
(C) Try a satellite soft initialize to unlock the satellite, if this corrects the
problem, check terminal ground straps and AC ground. Has unit been plugged into a “dirty”
AC outlet? May be corrupt satellite files. Bad keyswitches or connection.
Bad cable. See the next symptom.
(S) One or more of the keyboard functions do not correspond with the functions on
the keyboard overlays. Observe the display for clues, error messages, etc.
(C) Check satellite files 1, 2, 3, and 4 for changes or corruption. Check
them against a known good copy of the file(S). If keys do not function at all, may
be bad keyboard or connection or bad cable. Check mode switch operation.
(S) All keys are dead, the display indicates the terminal is in the “off” mode,
no matter what position the mode switch is in.
(C) Bad mode switch or connection. Disassemble and clean/adjust switch assembly as
per bulletin #5 or replace it.
(S) Cannot switch from one mode to another. No response at all or error message
(ex. OPE BUSY ERR!) on display.
(C) A transaction or other operation is pending (check journal tape).
Complete or cancel the operation.
(S) The manager key does not work.
(C) Bad manager switch or connection. This function may not respond to manager
key intervention.
(S) The terminal locks up when attempting some function (customer transaction,
reports, file listings). A soft initialize will unlock the terminal.
(C) Usually an indication of corrupt file(S) or totals. Check files, totals
reports (use x mode), terminal grounding.
(S) The terminal locks up while unattended. A soft initialize will unlock the terminal.
(C) Usually an indication of improper/missing terminal grounding. Check ground
straps and AC grounds. Check for sources of elec. noise at the terminal. Should
be on a dedicated AC circuit.
(S) Key(S) sticking on the keyboard. May display 8’s or 9’s across the display.
(C) Bad keyswitches. Replace switches or keyboard.
R J PRINTER
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(S) The printer is dead. Does not respond to a reset (power master or
satellite unit down/up).
(C) Bad fuse in the master power supply. Bad printer cable/connection.
Bad BA 2700 board or printer power supply. Bad 2728 board/mechanism.
(S) The printer stops working, can be reset by powering master/satellite unit
down/up. Usually intermittent.
(C) Improper printer/terminal grounding, check ground straps and AC ground.
Check jumpers J1 & J2 on BA2700 board, (should be cut). Bad 2728 board mechanism.
Maybe bad BA2700 board or power supply.
(S) The printer is noisy.
(C) Print head out of adjustment (too much clearance). Lack of lubrication in print mechanism.
Worn print mechanism.
(S) The print is light. On receipt or journal side or both.
(C) Worn. Ribbon. Ribbon cartridge - difficult to turn ribbon advance knob.
Printer ribbon advance mechanism needs adjusted to properly couple to the cartridge driver
gear. Printer ribbon advance mechanism needs replaced.
(S) The printer is “eating” ribbons.
(C) Ribbon cartridge not removed when paper is replaced - this folds the ribbon
over. Print head is out of adjustment. Foreign object in ribbon area.
Defective ribbon cartridge.
(S) Printing incorrect or invalid characters on receipt.
(C) Satellite file corruption. Defective BA2700 board. Defective 2728 board/mechanism.
Defective satellite board.
(S) Not printing on receipt or journal.
(C) Defective print head. Defective 2728 board/mechanism. Defective BA2700 or power
supply board. Check the satellite terminal file addresses that affect print formats.
(S) Receipt or journal paper will not feed.
(C) Defective 2728 board/mechanism or BA2700 board.
(S) Journal paper take-up not working, or not tight enough on take-up spool.
(C) Take-up spool binding against frame. Take-up clutch needs cleaning or replaced.
(S) Receipt cut not working properly.
(C) Knife cut mechanism is binding. Knife is dull. Knife solenoid is loose,
mis-adjusted, or defective.
(S) Problems replacing (inserting) receipt or journal paper.
(C) Improper paper insertion technique. Using the wrong paper size. Bind or
Blockage in the paper path. Printer is not properly assembled.
(S) Not sensing low paper supply (receipt or journal side).
(C) Defective sensor switch or mechanism. Check satellite terminal file, address 19.
(S) Nuisance low paper indication.
(C) Defective or mis-adjusted paper sensor switch/mechanism. Paper improperly inserted-
coming off the top of the roll.
(S) Not sensing check in place.
(C) Debris blocking sensor. Defective sensor.
(S) Checks difficult to insert for check write/validate.
(C) Poor insertion technique. Debris blocking check path.
(S) Not printing check write/validate properly.
(C) Poor or inconsistent check insertion technique. Check is not in proper position, so print
appears out of position.
SCANNERS
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(S) Scanner is “dead”.
(C) No Ac power to scanner. Defective scanner.
(S) Scanner shuts down intermittently. Will power up after setting idle for a while.
(C) May be overheating, unhouse scanner and clean vents, fan, etc. Check fan operation.
Check scanner well for proper ventilation, sources of heat. May be defective laser, power
supply, or main board.
(S) Item appears to scan but is not sent to POS.
(C) Scan item in P1 mode to see how the scanner is reading the UPC bar code.
If no response, check the scanner switch settings, and communications cable and connections.
Possibly bad scanner of satellite board.
(S) Difficulty in scanning some labels.
(C) Dirty or scratched scanner glass. Poor operator technique. Poor quality or
damaged UPC bar codes. Ambient light. Weak laser or other optical problem.
Defective circuit board in scanner.
(S) PLU NONFILE error everytime an item is scanned.
(C) See “SCANNING PROBLEMS”.
(S) PLU NONFILE or DEPT FILE ERROR displayed intermittently (may be ok next attempt)
when items are scanned or keyed.
(C) See “SCANNING PROBLEMS”.
(S) Item scans at wrong price.
(C) See “SCANNING PROBLEMS”.
(S) Timed Item(S) scan/key enter at wrong price.
(C) See “SCANNING PROBLEMS”.
(S) Special Price Item(S) scan/key enter at wrong price.
(C) See “SCANNING PROBLEMS”.
SCALES
(S) SCALE ERROR message at POS when weight is required.
(C) A scaleable item has been entered without first pressing the SCALE key,
or SCALE key used for non scaleable item.
(S) No weight data is sent to POS, ENTER WEIGHT message is displayed when weight
is required.
(C) Defective scale control or interface board. Defective scale communications
cable. Defective scale internal harness. Defective satellite board.
The scale is off.
(S) Incorrect weight is displayed at scale and POS.
(C) Scale out of calibration. Defective scale control or interface board.
Incorrect scale EEP or switch/jumper.
(S) Incorrect weight is sent to POS; scale displays the correct weight.
(C) Defective interface board. Defective scale cable. Incorrect terminal or key
option file configuration. Defective satellite board.
(S) The scale display is blank. The correct weight is sent to POS.
(C) Defective scale display or display cable. Defective control board.
CASH DRAWER
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(S) The cash drawer will not open.
(C) The drawer is locked. The drawer is binding - lack of latch or slide
lubrication or mechanical wear/damage. The drawer front is rubbing on the case.
The drawer spring is broken. Defective solenoid/latch mechanism. Defective
drawer cable or connection. Defective satellite board (try other port).
(S) The DRAWER ! message is displayed even though the drawer is closed.
(C) Defective or misadjusted drawer micro switch. Bad cable. Defective
satellite board.
(S) No DRAWER ! message is displayed when the drawer is left open during
a transaction.
(C) Defective or misadjusted drawer micro switch. Bad cable. Defective
satellite board. Check satellite terminal file system flags settings.
(S) The drawer opens too fast or too slowly.
(C) Check slides for lubrication or binding. Adjust drawer spring as necessary.
CORRUPT FILES
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This section covers troubleshooting corrupt master and satellite files.
Keep in mind that satellite files (including the satellites located in the master and backup
master) are the main controllers of the POS terminal. Each terminal’s characteristics, key
functions, and peripherals are controlled by its satellite board and the files it contains. If
symptoms are confined to a lane, check the files in that satellite. If the symptoms are seen
system wide, then suspect master unit files since some master files (not all) affect the
entire system.
Symptoms of corrupt files will depend on the file(S) affected. They may be minor, such
as a misspelled prompt on the display, or, in the case of major master file corruption, the
unit or even the entire system may become completely inoperable.
Corrupt files may appear as a subtle incorrect data value in a single file address, or as
obvious “garbage” in a large area of a file. If a file (or its totals, where applicable), are
extremely corrupt, the terminal may lock up when attempting to list a file or print a totals
report associated with that file (soft initialize to unlock the terminal).
DEBUG STEPS-SATELLITE FILES
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In P1 mode, list the suspect file(S) on the bad satellite. Then list the same file in P2 mode
on the master. Closely compare the two sets of data. If the data is incorrect,
initialize the satellite file and send (or request) the file from the master.
For the larger files, this may save time and is a good clue to file integrity. In P1 mode, get
the file record count rather than listing the entire file. Compare the record count to that of
the same file from the master. If the record count is different, then initialize the bad satellite
file and send (request) the file from the master.
NOTE: If the file sent from the master is also corrupt, then the entire POS system will
receive this file and exhibit problems.
If you have performed the above steps and are confident the problem is not a corrupt
file then replace the satellite unit. Use the satellite unit installation checklist included with
all new satellite units (also in POS Bulletin 27) as a guide when replacing a satellite unit.
DEBUG STEPS-MASTER FILES
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In P2 mode, list the suspect file(S) on the bad master unit. Then list the same file in P2
mode on the other master unit. Closely compare the two sets of data. If the data is different,
determine which one is correct by checking the programming manual, referring to the
programming worksheets, or checking an original copy of the file.(Check the store’s Site Guide).
For the larger files, this may save time and is a good clue to file integrity. In P2 mode, get
the file record count rather than listing the entire file. Compare the record count to that of the
same file from the master. If the record count is different, then determine which file is correct.
If the master’s file is bad, you can either:
A. Program it through the keyboard, or ...
B. Disconnect it’s fiber optic cables and allow the backup master to run
the system while you initialize the bad file(S) and restore them from another computer.
Reconnect the fiber optic cables. Then perform a "5 Change - 5 Change” operation at the
master to retrieve all files and totals from the backup master so the end of day may be
performed from Grocerymaster.
NOTE: Refer to the Technical Reference Manual for the restrictions on when the
5 Change - 5 Change procedure may be run.
If the backup master’s file is bad:
A. Initialize the bad file in P2 mode. Send the file from the master. If the
file contained totals (ex. item file), perform the 5 Change - 5 Change at the
backup master to retrieve all files and totals from the master. See the
restrictions on running the 5 Change - 5 Change procedure first.
If you have performed the above steps and are confident the problem is not a corrupt
master file then replace the master unit.
Use the master unit installation checklist included with all new master units (also in
POS Bulletin 27) as a guide when replacing a master unit.
PERSONAL COMPUTER/PRINTER/DOS/SOFTWARE
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(S) The system unit will not power up.
(C) Check AC power to the system unit. Disconnect all PC cables & peripherals and
try to power up the system unit. If it still will not power up, contact PC repair.
(S) No image on the master.
(C) Check AC power to the monitor. Is the monitor cable plugged into the system unit?
Is the monitor intensity turned down?
(S) When running Grocerymaster, the image on the monitor is wrong color/tint
or just doesn’t look like it normally should.
(C) Check the monitor setting in Grocerymaster utilities and parameter file.
Check monitor performance using another software package, if one is installed on the PC.
Check the monitor intensity/color adjustments. If ok, contact PC service.
(S) The image on the monitor is jumpy.
(C) Usually a defective monitor , contact PC repair.
(S) On PC power up, a keyboard error message appears.
(C) Is the keyboard plugged in to the system unit? Is a key stuck on the keyboard?
(S) None of the keys on the PC keyboard work.
(C) Is the keyboard plugged in? Is the keyboard lock on the system unit in the locked
position? Power the PC off/on and retry. If it still doesn’t work, contact PC repair.
(S) Some of the PC keyboard keys do not work.
(C) Is the keyboard cable plugged in completely? Power the PC off/on and retry.
If it still doesn’t work, most likely a defective keyboard, possible a defective
system board. Contact PC repair.
(S) The keys on the numeric keypad (10 key pad) do not work.
(C) Press the “Num Lock” key on the keyboard.
(S) Keys stick on the keyboard. May result in an error message when PC is powered up,
continuous beep, or multiple key entries.
(C) Contact PC repair.
(S) At GM login, the screen displays a message like “...extent gromst.* has
invalid last open date...”
(C) Database is unusable, you must restore it from a database backup or, rebuild it from
scratch by retrieving files from the master into a new empty database.
(S) Attempt to go to the login screen, but GM just returns you to the gmmenu screen.
A message referring to “...overlay faults...” is briefly displayed.
(C) This may be an indication that the database is unusable and may require
restoring it from a backup or rebuilding it from scratch (POS). At the DOS prompt, change
to the \GMT\DB subdirectory and enter TYPE GROMST.LG The last entry of this file explain
the problem with the database. The fix will depend on the problem noted.
(S) Attempt to go to login or when logged in and using GM you get a message
similar to ... “Invalid object file format for ..\gnl\filename.R Procedure complete, press
spacebar to continue.
(C) GM has attempted to write to a .R file (GM executable file). This may
or may not have altered/damaged the file. If the file has not been altered,
restart GM and try the function that has failed. If it still fails, re-install
GM from GM disks (choose to retain the existing database).
(S) Continual power problems are causing problems with the PC
and Grocerymaster.
(C) The best suggestion is to wait out or correct the source of the power problems.
Do not continue using the PC/GM if at all possible to lesson the chances of damage to
the PC (hard disk crash, etc.) or the GM database. Turn the PC and printer off.
(S) The database is extremely slow and the SEND MAINTENANCE TO
HOST is set to “Yes”.
(C) GM maintenance, saved for being processed by Host, has not been exported from the
database. Therefore, too many items in the data base have changed records which are
accessed internally but cannot be accessed by the user.
(S) The database is extremely slow and the store has done significant
item maintenance including many deletes.
(C) The database probably needs it’s indexes rebuilt. Use the GM utilities
database INDEX REBUILD from automenu, first making sure there is sufficient disk space
for the rebuild (should be as much space as the GROMST.D* files) and also make a
database backup to floppy.
(S) When performing a database backup to floppy, a message referring to
“...blocking factor error...” or “... may be blocking factor too high...”, is
displayed.
(C) This indicates that GM does not see enough available space on the floppy disk(S)
being used. Make certain that the diskettes have been properly formatted and are free
of defects; and there is no other data on the disks other than GROMST. Make sure the
GM UTILITIES are configured properly for the type of floppy drive being used.
(S) The database has been corrupted and the backup(S)
of the database cannot be restored for one reason or another.
(C) If it is determined that the database must be created from “scratch”, the
following must be preformed/considered...
Change to the \GMT\DB subdirectory and delete GROMST.*...
Type CREATEDB to create an empty database. Login to GM.
The very first thing GM will want the user to do is set up the
parameter file. If a copy of the Parameter File is in the Site
Guide, update the file using this data.
Make sure the Security File and the Employee File are setup so all the previous users
have the correct authorization to use GM.
Make certain that the Selective Reports are set so as not to confuse the customer during
the next end of day.
Make certain that all options in the GM parameter file are set up properly.
If the store is using the charge posting system and the customer ID is different than
the charge posting number, the store should rebuild the customer file by hand. The
customer will have to put the correct customer information in the database since POS
only stores the customer charge posting account number.
All GM files will have to be retrieved from POS.
The totals for all files will be lost (zeroed)...
The Case information and Family code information as well as other information specific
to GM and not stored at POS will be lost and will need to be entered by hand.
The date of verification will be lost for the items. Therefore, the SPV (FM) price verified and
price not verified reports will not be accurate.
All Inventory and DSD information will be lost.
The store will not be able to send accurate Host data (if Host installed) to Host in terms of
items maintenance and item movement.
(S) When listing ITEMS sorted by Report code, Mix Match, or Family
code, some of the items do not show up.
(C) It is possible that the database internal cross references are out of sync with
the data and therefore, the data (in this case items) cannot be located. Run the
REBUILD INTERNAL CROSS REFERENCES utility located under the Back Office Functions
area of Grocerymaster.
(S) Gm indicates that one or more POS terminals are not closed. End of day will not continue.
(C) Confirm that the terminals indicated are closed. Should indicate “CLOSED”
on the display. If the system has a 24Hr card, also check the journal tapes
to insure that a 1 report has been run on the terminal in “Z” mode and
cleared. If all terminals appear to have been closed correctly, perform a soft initialize on
the master and try continuing the end of the day procedure from the PC.
(S) At GM login the message “... End of the Day terminated abnormally during the previous
GM session. since it must finish, it will continue where it failed” appears. After a brief pause,
End of Day will then proceed.
(C) During the last End of Day, the PC was turned off, or the power failed, etc
interrupting end of day. Normally just let it attempt to continue. If it is
not practical or possible to do so (store/registers are open), you can abort it.
To keep this message from returning every time you login, sign in with HOBART + calculated
password and choose to abort the continuation of End of Day.
(S) During End of Day the message “Communications failed on one or more totals retrieve.
Reports will not be accurate. Do you want to retry communications? Y/N” appears.
(C) Generally, retry communications first. If the retrieval still fails, try to
determine the reason. Once corrected, login and continue the End of Day procedure.
If the user answered “No” to the question (check activity log entry), then the totals reports
will be missing some information.
(S) After successfully retrieving totals from POS, GM prompts “Dept totals
for Group XX were $XXXX.XX while the Group total was $XXXX.XX. You must print reports
at the POS. After the reports have been printed, press the spacebar to continue”. Message
may also refer to Groups/ Cashiers.
(C) GM performs several calculations on some of the totals received from POS
as quick check of totals integrity. GM adds Dept. totals and compares them to the
appropriate groups. It also compares Cashier totals to Store Gross and Group totals
to Store Gross. If they fail the test, GM will display a message to alert the user.
The message also suggests (not mandatory) they print reports at POS so they might
investigate the discrepancy. To continue the End of Day procedure and send the daily
reset, press spacebar.
(S) At the beginning of the E.O.D. procedure, GM displays a message referring to “...
you must set up End of Period (or) End of Historical dates...”.
(C) Just an informational message reminding the user that the End of Period or End
of Historical dates set up in the GM parameter file have been “used up” and new ones
must be entered if they to track period and historical totals. Go to the GM parameter file
and enter new ones.
(S) When starting an End of Day, GM prompts, “Today is past an End of Period (or Historical);
if you choose to do the End of Period (or Historical), End of Week will also be done. Warning,
if you answer no, End of Period (or Historical) will not occur again until the next End of Period
(or Historical). Do you want to perform the missing E. O. P.?”
(C) Example - Yesterday was End of Period or Historical but no one ran an End of Day
(store was closed). This message tells you what happened. The user must make a choice.
Check the Activity Log sorted by Back office to see what the user chose to do.
(S) The totals on GM weekly reports are too high. It appears they contain multiple weeks
worth of totals.
(C) When the End of Day/End of Week is run, the user is prompted, “... You may now print
Period reports on the POS but do so before answering the following questions.
Do you want to clear the period totals on the POS from the PC? Y/N.” Check the GM
Activity Log sorted by Back Office to see how the user answered this question.
If they answered “No” (generally, they should always answer yes) then the period totals
were not reset at POS. The next time the period totals are retrieved, they will consist of
two weeks totals. If this continues, the totals will get huge! Explain this to the
user and make sure they answer “Yes” the next time. This will reset the totals so the next
weekly totals will be correct.
(S) At GM login, the message “Print the End of Week sale reports. Last weeks totals will
be lost during the next End of Day procedure.” appears.
(C) Just an informational message reminding the user to print the weekly sales reports.
The next End of Day resets them and begins accumulating a new week totals.
(S) The SELECTIVE REPORTS did not print.
(C) If the problem occurred as a result of a printer problem (out of paper,
paper jam, etc.) first correct the printer problem. If still on the selective
reports screen, follow the instructions to continue (or abort) printing reports.
Do not rerun the End of Day procedure in an attempt to rerun the selective reports!
This will result in retrieving zero totals. See “double” end of day below. If the selective
reports were not successfully printed at the end of day, they can be printed manually
from the “REPORTS” section of Grocerymaster (until replaced by the next end of day
totals). If the reports cannot be printed, they can be sent to the screen for viewing instead.
(S) The Daily or Weekly reports contain zero totals.
(C) See “double” end of day below.
(S) A “double” end of day has been run.
(C) When the first E. O. D. was run, the daily totals at POS were cleared.
When the second E. O. D. is run, zero totals are retrieved and replace the previous
daily totals. The daily reports will then reflect zero totals. To obtain the
“missing” daily totals, print weekly totals reports and subtract previous days’ totals.
(S) When attempting to run the Grocerymaster End of Day procedure, GM
indicated that there must have been a MASTER DOWN at some time during the day.
Follow the instructions on the screen. The recovery procedures will depend on which
firmware version the store has and whether the system has a 24Hr. card installed.
(S) PC to POS or PC to FM communications fails (see codes below, also see the
Appendix for additional codes).
(C) Code 4098 - Comm cable not connected or is mis-wired. Bad serial port. Bit 3 of
master DW4 is off. Master board jumper DW3 is not removed. POS is too busy to
answer, retry communications.
Code 8194 - Same as above.
Code 12290 - Same as above.
Code 4103 - Comm cable not connected or is mis-wired. On a retrieve, this can
indicate there is noting to retrieve.
Code 4101- Generally due to electrical interference. Check the comm cable
wiring/shield. Check for source of interference. Retry communications.
Code 12293 - Same as above.
Code 8198 -A full file at POS will cause this, ex. the maximum number of timed items
has been reached.
Code 270 - Cannot find the UART. The PC port is configured incorrectly or there is no
comm port or the comm port is defective.
Code 768 Possibly bad or miswired comm cable.
No code is displayed - the PC may lock up as soon as communications is initiated.
Usually must reboot the PC. Running TURNBACK results in the same symptom. Bad
PC comm port or possibly a hardware conflict with another option installed in the PC,
ex., an internal modem is installed. Call PC repair or correct the conflict.
(S) Grocerymster periodically fails during the end of day communications when retrieving
Department or Mix Match totals. After retrying the totals retrieval, the totals are
successfully retrieved and end of day completes with no further problem.
(C) The customer is probably running DOS version 5.0 and has DOS’s EMM386. SYS
driver loaded so that TSR’s and other programs can be loaded into the upper memory.
GM currently only supports the us of the HIMEM.SYS option. Do not use EMM386.SYS.
Also see next symptom.
(S) Grocerymaster is periodically failing during PC to POS or PC to FM
communications. Cable and comm ports seem to be fine.
(C) This may experienced with some PC’s that are very “fast”. This symptom
has been seen in a few 486 clones or machines that use a hardware/software hard
disk cache. to correct this situation, try eliminating the software cache or, try slowing
down the machine speed (turbo button off, or CMOS configuration).
(S) When attempting to send item maintenance to POS, the communications
fails immediately. Some batches can be sent to POS while others cannot.
(C) Probably an indication that the POS item file is full. Check the POS; if
the current number of items (plus customers) is not consistent with the maximum number
of records allowed for the amount of memory in the master, check the jumpers on the
memory boards (run a memory test in diagnostics to check the amount of memory
installed). Correct any memory problems, or if the file is full, talk to the customer about
deleting unneeded records.
(S) The FM program has been running before but this time the PC cannot
communicate with the FM Mux. FX comm fails.
(C) Generally this can be corrected by unplugging the MUX power supply and
plugging it back in (resetting MUX). Also check the comm cable and
connections, the FM port selection and parameters (Parameter file), and test the FM
port by using the TURNBACK utility.
(S) When starting FM communications, the PC to POS comm fails when retrieving the
work file (S).
(C) This indicates a corrupt file at the master. The data cannot be transferred. Check the
master file(S) involved for corruption and correct corruption.
(S) GM displays a message referring to “...Warning, Block found that should
not be in the RM chain...”.
(C) The customer has mistakenly pressed the 4 (F4) key in the GM database
utilities menu and the database statistics are being displayed. We do not consider
this message as an error or something to worry about. Should be ignored.
(S) Grocerymaster quits in the middle of doing a function. An error message is
displayed that says the problem is due to a “flush”, “seek”, or “write” error.
(C) The hard dish is full. Type CHKDSK /F at the DOS prompt to display the hard disk
statistics. Take steps to free up hard disk space.
(S) GM displays a message referring to “... STGET: out of storage...” and halts operations.
(C) Generally due to lack of available memory (RAM). Type CHKDSK at the DOS prompt
to check the available memory. Reboot the PC and retry GM. If the problem still occurs,
identify what is using the memory space and correct it. Some possibilities are, TSRs &
other applications, software drivers, etc.
(S) GM AUTOMENU is indicating an unusually low amount of conventional memory
(RAM) available on the PC (ie. less than 500K).
(C) Go back to the DOS prompt and type EXIT to be sure that the customer has not
exited a program leaving it resident in memory; or reboot the PC. If the PC is having
the same problem verify the CMOS setup is correct for memory.
(S) Grocerymaster is unable to be installed on the PC. The install appears to be in
a continuous loop.
(C) Check the version of DOS on the PC. (Type VER at the DOS prompt). GM will not
install and run on DRDOS. The PC must be running PCDOS or MSDOS.
(S) Attempt to restore a database from GM backup. Each time it displays
that the database exists and is not a void multi-volume database.
(C) The GM database cannot be restored if it already exists on the PC.
Change to the \GMT\DB subdirectory and delete GROMST.* and retry the restore.
(S) GM displays a message indicating that it is unable to load a .P file.
GM halts.
(C) Assuming that the GM installation was successful, this is an indication that there
is not enough room in the DOS environment to store the complete PROPATH and GM
cannot find the file to execute it. If GM was started from some other menu system, make
sure GM was executed in a “non-resident batch” mode. Otherwise, make certain that the
DOS environment is large enough to store the complete PROPATH. In certain cases, this
will mean that the /E: option in the config.sys will require a larger number.
(S) Item changes are not being sent to POS when item maintenance is being done via
the FM unit.
(C) First, check to see if the SPV batching field in the FM parameters is set to “yes”.
If it is, item maintenance must be sent to POS using PC to POS Communications.
Secondly, check the procedural steps the store is using to perform FM item maintenance.
Quite often there is confusion as to when to use the 1-Enter or S-Enter.
(S) The PC is prompting “... convert lost clusters to files yes/no?...” when the PC
is powered up.
(C) Answer “no” to this question. This is an indication that programs are not
being terminated properly due to a system error, operator error, or power failures.
(S) The customer charge information does not appear to be correct in
Grocerymaster. GM is prompting that there are discrepancies between
GM and POS customer balances.
(C) In GM versions prior to 2.OL, GM will prompt after every end of week that there
are customer charge discrepancies. To correct this, perform a penny charge and then
a penny payment for every charge customer in the customer file to insure that GM will
retrieve totals for all of the customers at the next end of day and eliminate any differences.
Grocerymaster version 2.0 and greater eliminates this problem.
(S) The customer is complaining that the printout of the customer file from
GM is not in alphabetical order.
(C) The customer file printout is sorted in alphabetic order using the customer
ID. Therefore, 1, 10, and 100 comes before 5 because 1 alphabetically less than 5.
(S) The wholesaler is not getting data from the store via Host retrieval even
though the store to host communications took place successfully.
(C) This usually indicates the Store Number or Offset Number is not set correctly in
the store Host Parameters. The data is sent to host, but host cannot identify the store.
Check and correct the parameter settings. Schedule a test communications with host to
confirm fix. List the Host and GM parameter settings and place them in the store Site
Guide for future reference.
(S) The customer is getting “Approaching Maximum Number of Records” prompt during
file maintenance.
(C) The number of records has reached the warning level (the default value
is 80% of the maximum number of records). A quick solution is to change the warning
level to a higher value. Long term, the customer must decide to delete unneeded records
or consider a memory expansion.
(S) After restoring the POS Utilities Non-grocerymaster files to the POS, every
keyboard is working improperly.
(C) The POS Utilities backup of the Non-GM files is older than the current setup of the
POS. Compare the current setup with the setup in the Site Guide.
Reprogram as necessary.
(S) After restoring the POS Utilites Non-grocerymaster files to the POS, one keyboard
at one lane is not working.
(C) This is probably an indication that one lane is configured differently than
the other lanes. Compare this Site Guide listing of the satellite file(S) to
the listings from that lane. Reprogram that satellite.