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OUTLET INFORMATION (IT) 05-Oct-2016

Company Name : Apex-pal (M) Sdn Bhd Business registration no. : 634333-X Company Address : No.7, Jalan Udang Harimau 2, Medan Niaga Kepong,

51200 Kuala Lumpur, Wilayah Persekutuan, Malaysia

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Table of Contents Outlet Internet ........................................................................................................................................ 4

Steps to fix the internet issue ............................................................................................................. 4

Outlet Internet Account Information .................................................................................................. 4

Hardware Guide & Troubleshooting ....................................................................................................... 5

Outlet Server Connection Problem ..................................................................................................... 5

Restart Switch ..................................................................................................................................... 6

Restart Modem and Router ................................................................................................................ 6

Restart Wireless Access Point (WiFi) .................................................................................................. 6

Cleaning Receipt Printer ..................................................................................................................... 7

iPad Guide & Troubleshooting ................................................................................................................ 8

Fix Disabled iPad ................................................................................................................................. 8

Updating iPad iOS ............................................................................................................................. 10

iPad Settings (Guide Access) ............................................................................................................. 12

iPad Settings (Restriction) ................................................................................................................. 13

iPad Settings (Wifi Configuration) ..................................................................................................... 14

iPad Settings (Disable Auto Lock Screen) .......................................................................................... 16

eMenu Installation Guide ................................................................................................................. 17

Software Guide & Troubleshooting ...................................................................................................... 18

Side Station eMenu ........................................................................................................................... 18

Side Station eMenu Place Order ................................................................................................... 18

Condiment ..................................................................................................................................... 19

Clear Table .................................................................................................................................... 20

Check customer validity ................................................................................................................ 21

Software Guide & Troubleshooting ...................................................................................................... 22

IRS POS irsLink_Client Connection .................................................................................................... 22

Update POS Video ............................................................................................................................. 25

Web Ordering.................................................................................................................................... 26

CCTV User Guide ............................................................................................................................... 27

Create Helpdesk Ticket (Spicework) ................................................................................................. 29

Submitting Ticket through Portal .................................................................................................. 29

Frequent Ask Questions ........................................................................................................................ 32

Request Ink, iPad accessory and iPad stand ................................................................................. 32

Hardisk full .................................................................................................................................... 32

Mailbox full ................................................................................................................................... 32

Computer Extremely Slow ............................................................................................................ 32

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Computer Blank Screen................................................................................................................. 32

Cannot connect to WIFI ................................................................................................................ 32

My computer is inflicted with virus .............................................................................................. 32

Cannot access FTP for daily collection .......................................................................................... 32

How to change password .............................................................................................................. 33

Whole outlet network down ......................................................................................................... 33

Where to find wireless key ........................................................................................................... 33

Internet connectivity speed very slow .......................................................................................... 33

Cashier unable login POS .............................................................................................................. 33

Credit Card Terminal Spoilt ........................................................................................................... 33

Unable use Sakae Point ................................................................................................................. 33

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Outlet Internet

Steps to fix the internet issue 1. Turn off router and switch for 30 seconds and turn on again.

2. If the internet connection still down, PIC can call the internet service provider support as stated

at list above. Technician may ask the status of phone line and internet. Help to check the router

and modem see which logo light is blinking, eg. DSL, LAN, Power, Earth, TEL and others.

3. If it is hardware problem, kindly open a new ticket to HelpDesk.

Outlet Internet Account Information All Internet accounts are registered under Apex-pal (M) Sdn Bhd.

TM support line: 100 / +60 3-2241 1290

Outlet Streamyx Acc No. Outlet No.

ABI U600272420902 05-281 1994

ACM A600259785203 04-731 3677

CNV P931850480706 04-380 3368

FAM P931850483302 04-261 2218

GUR P931850482508 04-229 5930

I18 D223882280209 05-322 1218

JBC 1011688981 07-220 9828

JKM A600184617109 07-776 3259

KEC A600209016806 09-512 4319

KPM D354311610309 082-239 945

MDP A600138922702 06-286 6218

MTS A600241356406 06-281 2487

SPM A600194106410 06-765 6218

SPR D354294970105 082-251 218

TTP D938026140610 04-899 0063

Maxis Fibre support line: 1800 82 4663 / 123

Outlet Maxis Acc No. Outlet No.

ATC 349415 04-240 1192

BKT 349412 03-3885 0853

BTS 348978 03-2856 7706

CUR 350068 03-7496 7903

ICM 349193 03-8328 0239

IOI 349402 03-5879 7751

JAK 352588 07-665 1015

KFC 349134 03-2303 5952

KGW 349653 03-5586 2854

LSM 349713 03-2856 7214

NUS 349222 03-2856 7093

PAM 349123 03-8328 1019

PRD 349474 03-7496 7226

PRM 349459 03-7496 7519

QBH 349116 04-240 9308

QBM 349186 04-240 9327

SUB 347922 03-5879 8971

TMS 349658 03-9543 9759

UTA 349721 03-7496 7913

BSV 367873 03-2856 7702

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Hardware Guide & Troubleshooting

Outlet Server Connection Problem 1. If one of the outlet PC don’t have internet

connection but other PC having internet

connection. Check behind the CPU or All in

one computer network cable port whether

got light blinking.

2. If the network port not blinking make sure

the network cable is attach tightly. Then find

another of the network cable at the socket

make sure it attach tightly also.

3. After make sure the network cable is

attached then restart the PC.

4. After follow step above the network port still

don’t light up, then replace a new network

cable with the old one.

5. If new network cable replaced the issue still

same, kindly open a new ticket to ticketing

system.

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Restart Switch To restart switch, unplug the power cable where locate behind the switch and plug in back.

Restart Modem and Router To restart modem/router, unplug power cable and plug in back.

Restart Wireless Access Point (WiFi) To restart wireless access point poe kit, unplug power cable and plug in back. POE kit locate at IT

rack.

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Cleaning Receipt Printer 6. Kindly purchase the cleaning product antiseptic

with 90% alcohol and cotton buds at personal

care store such as Watson or Guardian.

7. Unplug the power cable and network cable from

the receipt printer. Then open the cover and take

out the paper roll.

8. Take one cotton bud and dip on the antiseptic.

9. First part to be clean is the print head for the

receipt printer as shown in below images.

Note: Print head is the part with black bar.

10. After clean on the first part then pick a new

cotton bud and dip the antiseptic again. Then

clean on the second part which is the roller.

Note: Never get used cotton bud to dip the

antiseptic.

11. After clean on both part wait for 1 min then

insert the paper roll and plug in power cable,

network cable to perform test print. If the print

blur issue still occur, then repeat step 3 to 5. You

may refer to the video for better reference.

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iPad Guide & Troubleshooting

Fix Disabled iPad 1. This fix for management PC Window 7 or

higher only. First download and install iTunes

in management PC. From link below:

http://www.apple.com/itunes/download/

2. After iTunes installation complete turn off

the disabled iPad by pressing power and

home button at the same time for 10

seconds then release.

3. Plug iPad cable to management PC > Hold

home button and don’t release > Plug in cable

to iPad.

4. Release home button until see itunes logo.

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5. After plug in the iPad cable, iTunes in

management pc will show message for

Restore. Press on it.

6. Press update to latest version.

7. The update will download just leave it

download the patch. If in middle of download

iPad is restart just let the patch download.

After download complete repeat step 2 until

step 5.

8. iPad will extract the update. After iPad restart

it will have latest version of iOS with factory

reset.

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Updating iPad iOS

1. This fix for management PC Window 7 or

higher only. First download and install iTunes

in management PC. From link below:

http://www.apple.com/itunes/download/

2. After iTunes installation complete turn off

the iPad.

3. Plug iPad cable to management PC > Hold

home button and don’t release > Plug in cable

to iPad.

4. Release home button until see itunes logo.

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5. After plug in the iPad cable, iTunes in

management pc will show message for

Restore. Press on it.

6. Press update to latest version.

7. The update will download just leave it

download the patch. If in middle of download

iPad is restart just let the patch download.

After download complete repeat step 2 until

step 5.

8. iPad will extract the update. After iPad restart

it will have latest version of iOS with factory

reset.

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iPad Settings (Guide Access)

1. Go to Settings > General > Accessibility >

Guided Access.

2. Then turn on the ‘Guided Access’ and

‘Accessibility Shorcut’.

3. Next will press on the ‘Passcode Setting’ to

set the guided access passcode, the passcode

will be 5102.

4. After set passcode back to one page and go

‘Accessibility Shortcut’, make sure only tick

on ‘Guided Access’ from the list.

Now guided access is activated, now go back

to iPad menu and press triple click home

button quickly on the page. After that,

message box will show ‘Guided Access

Started’, that mean we have locked the ipad.

To unlock ipad, triple click on home button

and re-enter password

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iPad Settings (Restriction) 1. Go to setting > General > Press on

Restriction > Press Enable Restriction > Key

in the IT passcode.

2. Re-enter the passcode.

3. After finish set the restriction the status will

become “Disable Restriction” where the

restriction already activated.

4. Next have to disable the feature as shown

image below > After set disable all feature

press back to save the setting.

Note: This setting only do when the iPad

menu is downloaded else Safari and

Installing Apps have to turn on in order to

download the menu.

Step 2

Step 1

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iPad Settings (Wifi Configuration) 1. First go to iPad main page and select Settings.

2. In Setting, Select Wifi, Then select Other

3. Key Wifi Name, eg Apex-Pal or ApexPal-AP2 > Then select WPA2 for Security > Then Key In

Wifi Password

Note: Wifi AP and Password can be found at management PC floor plan.

Step 1

Step 2

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4. Then press that Wifi (ApexPal-AP or ApexPal-AP2)

5. Select Static, Key IP for IP Address, Subnet Mask, Router, DNS, Then select Wifi

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6. Verify Network is connect

iPad Settings (Disable Auto Lock Screen)

1. In General, Press Auto-Lock

2. Select Never > Press back general to save

the setting

Icon will show connect

Step 1

Step 2

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eMenu Installation Guide

1. To install new iPad eMenu, go to iPad home

page > Click on Safari.

Note: Make sure the date setting is set with

automatically.

2. Enter address below

192.168.1.100/irswebrequest/ipad/install.html>

Press on Install CMS Menu 100 and install the

eMenu.

3. iPad eMenu will be downloaded > Now press on

the eMenu Apps.

NOTE: When open the Apps if show “Untrusted

Application”, then go to Setting > General >

Devicement > Press on Apex-Pal Malaysia Sdn

Bhd > Trust the Apps.

4. For the first time install, it will show table

menu settings. Select the table number and

key in password 4292 > Press submit.

1. In future, if theiPad eMenu did not get latest update. You able to manual update it by hold the page and

pull it down. Now the eMenu will get the latest update.

NOTE: In order to use iPad eMenu or update the menu, please make sure outlet server is turn on.

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Software Guide & Troubleshooting

Side Station eMenu eMenu will be automatically open at side station once the PC is turn on.

Side Station eMenu Place Order 1. To assist customer to place order, press on the

table number. The confirmed order will be

display and also the total price of this table. To

continue with food order press on top right

Menu then list of food category will show out.

2. To place order press on the food category >

Select the item > Choose the quantity > Press

Order now.

If customer request take away the food, press on

the Dine-In option and select Take Away.

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Condiment 3. To add condiment for customer food, press to expand the condiment list > Tick on the

condiment request by customer > Press Order now

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Clear Table 4. To clear customer table, select the table to be clear > Press on table number at middle of the

menu bar > Key in password 4292 > Press submit.

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Check customer validity 5. To order member promotion item that required to check their expiry date, come to table

page > Press Checking membership validity >Enter member card number > Customer

information will be show out.

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Software Guide & Troubleshooting

IRS POS irsLink_Client Connection 1. Ensure that there is internet connection by trying to access to webmail.

Note: If there is no internet connection and unable to access the webmail or other webpage. Try

restart modem router and begin the following step.

Do NOT restart modem router in peak hour.

2. At main server, check LogMeIn Hamachi whether it is power ON and connected. The icon is

located at bottom right taskbar, double click to open it.

Hamachi connected will

show server name

LogMeIn Hamachi icon

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3. At main server, check to ensure that irsLink_Client is connected. The icon is located at bottom

right taskbar.

4. If irsLink_Client is disconnected right click at the icon Exit.

5. Start back the irsLink_Client to refresh its connection by going to windows start All Programs

Startup Click on “irsLink_Client”

Note: irsLink_Client also can be found at desktop.

irsLink_Client

disconnected

Blue icon shows

that irsLink_Client

connected

Computer with yellow

icon shows that data is

transferring (if any)

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6. After start back irsLink_Client, ensure that it is connected

7. If irsLink_Client still disconnect, try to power OFF LogMeIn Hamachi.

8. Turn ON back LogMeIn Hamachi and ensure it is connected.

9. Repeat Steps 4 until Steps 6 to restart the irsLink_Client connection.

Blue icon shows

that irsLink_Client

connected

Power OFF

Hamachi

Power ON

Hamachi

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Update POS Video 1. Copy POS video from FTP folder in cashier.

2. Before copy the POS video, make sure the video format is in WMV with name “POSVideo”.

Note: If the video not WMV format or video not latest one kindly report to marketing

department.

3. Next will be paste the POSVideo in following path.

Windows XP: C:\Program Files\IRS\irsPos\Video

Windows 7: C:\Program Files(x86)\IRS\irsPos\Video

POSVideo

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Web Ordering 1. First, at outlet management pc desktop look for “OpenVPN GUI” Double click it.

2. After press on the application then bottom right notification area beside time will show

“OpenVPN” logo with red colour mean the application already open.

3. Next, find the file name as “restartVPN” at desktop and open it.

4. A command prompt will show out just let it auto run.

5. After the command prompt finish run will auto close, now turn on Web Ordering.

6. The web ordering should be can open already.

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CCTV User Guide 1. Click SmartPSS icon in desktop

2. Key in Username: Sakae Password: 4292, then press Login Button.

3. Press Home page, then press Liveview.

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4. Adjust screen view, then click device and select cameras to view.

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Create Helpdesk Ticket (Spicework) Ticketing System Portal: https://sakae-apex.no-ip.net:9444/portal

Submitting Ticket through Portal

1. Go to ticketing system portal Login using outlet email address. Example

bts@sakaesushi.com.my

2. Go to Ticket tab Fill up the form with details Submit ticket request.

Please take note to state down name of the user who reported the issue.

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3. System will then assign ticket with Ticket ID.

4. When received item, refer to the ticket number and reply ticket.

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5. Spiceworks Ticket System https://sakae-apex.no-ip.net:9444/portal → Ticket → Look back

to the ticket#5195

6. Reply and update on this ticket number → attached attachment (optional) → Click submit

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Frequent Ask Questions Request Ink, iPad accessory and iPad stand

1. Ink and iPad accessory can be order at web ordering, available order date will be on 1st until

6th every month. All requests will be courier from HQ on 7th of every month.

2. If having spoilt iPad stand kindly send ticket to ticketing system and courier back complete

set to HQ.

Hardisk full 1. Disk scan to delete the all temporary and cache files.

2. Go to Start>My Computer> (Right-click on C Drive), and choose Properties, click on “Disk

Clean Up” Button.

3. Tick all checkbox within “Files to delete” and click on “OK”.

4. You may try to check and delete old backup at cashier at “C:/IRS_REMOTE_BACKUP”.

Mailbox full 1. Login to our webmail (webmail.sakaesushi.com.my) to delete their emails. Make sure all the

deleted mails are cleared from the “Deleted items” list.

Computer Extremely Slow 1. Perform Defragment on C Drive.

2. Go to Start>All Programs>Accessories>System Tools>Disk Defragmenter.

3. Choose C: and click on “Defragment disk” button.

Computer Blank Screen 1. Press the power button for 7 seconds to force shut down the computer. Press power button

again to start the computer.

Cannot connect to WIFI 1. Check if the Pass-Key is correctly input.

2. Check if the IP is in correct segment and not conflicting.

3. Restart the WIFI router.

My computer is inflicted with virus 1. Right click on the C Drive and choose scan with Antivirus (webroot) before you leave outlet.

Leave it scan overnight. Clear the viruses and rescan again until it is clean. If the virus can’t

be cleared, kindly open a new ticket to HelpDesk.

Cannot access FTP for daily collection 1. Kindly open a new ticket to HelpDesk.

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How to change password 1. Press Ctrl + Alt + Delete on your keyboard and select “change Password” from the option.

Whole outlet network down 1. Turn off router and switch for 30 seconds and turn on again.

2. If the internet connection still down, PIC can call the internet service provider support as

stated at list above. Technician may ask the status of phone line and internet. Help to check

the router and modem see which logo light is blinking, eg. DSL, LAN, Power, Earth, TEL and

others.

3. If it is hardware problem, kindly open a new ticket to HelpDesk.

Where to find wireless key 1. Wireless key able to find at floor plan document where locate at management pc “C : \ IT

Dept”

Internet connectivity speed very slow 1. Restart the TM/Maxis modem. Off it for 15 sec and then turn it on again. Call TM Unifi

/Maxis Fibre Support Team for help if the connection still slow. If the problem not settle,

kindly open a new ticket with the report number from TM or Maxis to HelpDesk.

Cashier unable login POS 1. Make sure server and cashier network cable is attached tightly.

2. Check if server already power on.

Credit Card Terminal Spoilt 1. When credit card terminal having issue please contact bank technician where their contact

sticker at terminal machine.

Unable use Sakae Point 1. Please make sure outlet having internet connection

2. Check server irs_link and Hamachi is connected, cashier Hamachi is online.