Quick Troubleshooting for General Exceed Issues

Quick Troubleshooting for

General Exceed Issues

About

This guide provides clarification and quick troubleshooting steps for common issues encountered with the H&L Exceed POS (point of sale) application. It covers:

Table charging and printing issues
Table clearing issues
Receipt and read printing issues
Other Exceed issues

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:t Portal: Click the Submit a Ticket button above

Table charging and printing issues

If you are unable to charge items to a table and nothing is printing to your kitchen, bar, or other order printers, check the following.

Problem	Solution or workaround
Exceed if offline	Check Exceed’s status in the bottom bar after logging in. [Reference visual] If Exceed is offline: Confirm the H&L server is powered on and running. Start or restart the POSController Service or Transaction Server application on the H&L server. For more information, see: How To Check and Restart the Transaction Server or POS Controller Service. From the Exceed logon screen, tap the H&L logo then Restart Exceed.
Exceed still offline, but server operations are normal	Close Exceed and check the network ion in the system tray to confirm connectivity. [Reference visual] If the POS terminal has connectivity issues: Reconnect the network cable, or replace it if damaged. Confirm the green or orange lights next to the Ethernet port are solid or flashing to indicate an active connection. Try a different Ethernet outlet, or connect another device to the same outlet to identify whether the issue is with the POS terminal or the wall port. From the Exceed logon screen, tap the H&L logo then Restart Exceed.
Exceed is online, but issues persist	Start or restart the POSController Service or Transaction Server application on the H&L server. View the Transaction Server or Log Viewer (if using POSController) windows and check for any errors that may be halting the process. From the Exceed logon screen, tap the H&L logo then Restart Exceed.

Table clearing issues

The most common reasons a table cannot be cleared are that it is not fully paid or contains unprinted items. This section outlines the steps and workarounds to resolve these issues.

Problem	Solution or workaround
Error: Table has a balance outstanding!	Pay the remaining balance: From the Tables list in Exceed, select the table, then tap Pay. Assign the outstanding amount to the appropriate tender type. Hint: You can finalise table payments to debtor accounts for payments that will occur at a later date, or to internal debtor accounts for write-offs. Tap OK to finalise the payment. If not automatic or prompted, tap Clear to clear the table from the list. Refund overpayments: Select the table, tap View, then select the All items tab to confirm the tender used to overpay. To refund the entire payment, tap Pay Table and enter the same amount using the same tender as a negative value. To refund only the overpaid portion, enter that amount as a negative value. If not automatic or prompted, tap Clear to clear the table from the list. Refund items to bring balance to $0.00: Select the table, then tap View. Select the incorrectly charged items, then tap Refund Items Tap Yes to confirm. Hint: You can also transfer items if they were charged to the wrong table. If not automatic or prompted, tap Clear to clear the table from the list.
Error: Table X (SubTab X) has unprinted items	From the Tables list in Exceed, select the table. Tap Print to Kitchen, then Print unprinted items. If not automatic or prompted, tap Clear to clear the table from the list. If the error persists after reprinting, contact H&L support for further assistance.
Table has outstanding balance but cannot remove Mix & Match items.	Enable the Exceed system option Ability to refund Mix N Match items from a table. See below for More details. After refunding items and confirming the table balance is $.00, tap Clear if not automatically cleared or prompted to clear.
No errors but table does not clear.	Confirm Exceed is online. If offline, see above steps for Table charging and printing issues. Start or restart the POSController Service or Transaction Server application on the H&L server. For detailed instructions, see: How To Check and Restart the Transaction Server or POS Controller Service.

Receipt and read printing issues

The following steps can assist if you are experiencing issues printing tax receipts, X-reads, or Y-reads from Exceed.

Note: Tax receipts always print to a receipt printer. However, X and Y reads may print to a local receipt printer, a dedicated system printer, or both, depending on your venue’s setup.

Problem	Solution or workaround
Tax receipts are not printing	Check Exceed's printer setup: From the Exceed logon screen, tap the H&L logo. Enter a Manager ID, then tap Enter Manager ID. [Reference visual] Select Setup Exceed, then Printers. Confirm the assigned printer is the local receipt printer. If the wrong printer is selected, choose the correct one and tap OK to save the changes. [Reference visual] Confirm the Printer is operational: Press the Feed button on the receipt printer to check that it has paper and is feeding correctly. Verify the printer’s connection type: If using USB, ensure the cable is securely connected to the POS terminal. If using Ethernet (network cable), confirm the cable is securely connected at both ends and replace it if damaged. If the printer is shared from another POS terminal, ensure that terminal is powered on. Test printing a receipt from the directly connected terminal to confirm the the printer is functioning.
X and Y reads are not printing to the local printer	Confirm that the receipt printer is functioning: Tap Reprint Receipt key in Exceed to test. If this fails, follow the "Tax receipts are not printing" steps above. Start or restart the POSController Service or Transaction Server application on the H&L server. For more information, see: How To Check and Restart the Transaction Server or POS Controller Service. Confirm that the Exceed system option Reports > X&Y Reads print locally is enabled.
X and Y reads are not printing to the system printer	Confirm that the system printer is powered on and connected to the H&L server. Print a Windows test page from the server to confirm the connection. For instructions, see: Managing windows printing. Start or restart the POSController Service or Transaction Server application on the H&L server. In Utilities > System Options > Processing / Reports > Customised Printer Settings, check the following: [Reference visual] Server prints X&Y Read to system printer is enabled. The correct printer is selected from the System Printer dropdown. Important: Do not select a PDF printer as the system printer. See below for More details. Tick Is Receipt Printer if the system printer is a receipt printer. Leave Is Receipt Printer unticked if the system printer is an A4 printer. Save any changes (tick button, top-right), then restart the POSController Service or Transaction Server.

Other Exceed issues

This section provides troubleshooting steps for resolving other unexpected behaviour or performance issues in Exceed.

Problem	Solution or workaround
Error: Warning X Unprocessed Transactions [Reference visual]	From the Exceed logon screen, tap the H&L logo, then Restart Exceed. If the number (X) of unprocessed transactions decreases but the error remains, allow time for the remaining transactions to be processed. Check whether Exceed is online or offline. If offline, see above steps for Table charging and printing issues. Start or restart the POSController Service or Transaction Server application on the H&L server. For more information, see: How To Check and Restart the Transaction Server or POS Controller Service.
Exceed application or POS terminal is frozen or unresponsive	From the Exceed logon screen, tap the H&L logo, then Restart Exceed. If Exceed does not respond, open Windows Task Manager and end the Exceed process, then reopen Exceed. For instructions, see: Ending frozen or unresponsive programs with Task Manager. If you cannot end the Exceed process, restart the POS terminal from the Windows Start menu. If the POS terminal cannot be restarted via Windows Start menu, press and hold the physical power button to turn it off. Press the power button again to turn it back on.
Windows does not boot with error: “Reboot and select proper Boot Device” [Reference visual]	Important: The following steps apply only to FEC terminals, Yuno terminals, and Element tablets. If you are unsure of your terminal model, do not feel confident applying the steps, or do not have access to a USB keyboard, contact H&L Support for assistance. Connect a USB keyboard to the POS terminal. Download (and print, if required) the Boot Selection Setup Guide, attached below. Follow the guide's instructions to select the correct boot device.

More details

Enable the Exceed system option Ability to refund Mix N Match items from a table.
1. From the Utilities application > Stations tab, identify the DeviceID for the POS station you will be using to refund the mix n match (it will be a 500XX number).
2. Go to the Devices tab, find the matching DeviceID, and confirm it’s the system option profile name.
3. Go to Config subtab, select the system profile name, then press the Edit button.
4. Search for "mix" in the search field, and tick to enable the option Ability to refund Mix N Match items from a table.
5. Press the Save & Close button to apply the change. Perform a Reset Exceed database on the POS terminal to update it.
  
  Note: Use this option with caution. It allows individual items in a Mix & Matches to be refunded while retaining promotional discounts or giveaway PLUs. It may be preferable to refund all items and discounts related to the Mix & Match, then recharge only required items.
Do not select a PDF printer as the X&Y-Read system printer.
- Setting the system printer to a PDF printer may cause the POSController service to stop processing transactions, print jobs, or table functions. This can be confirmed using the Log Viewer application.
  
  If trading is ongoing but no new entries appear in the Log Viewer window after an X or Y read message, it likely indicates that the system printer has been incorrectly set to a PDF printer.
  
  To resolve this:
  Stop the POSController Service - for more information, see: How To Check and Restart the Transaction Server or POS Controller Service.
  Then:
  Open Utilities and navigate to System Options > Processing / Reports > Customised Printer Settings. From the System Printer dropdown, set a non-PDF printer, then press the Tick button to save changes.
  And / or:
  Go to Windows Control Panel > Devices and Printers, or Settings > Printers & scanners . Right-click on a non-PDF printer and select Set as default printer, or select the non-pdf printer and then click the Set as default button. 
  Navigate to the Sysnet directory at: C:\Program Files (x86) \H & L\Sysnet\.
  Open the Transaction Server application.
  Transaction Server will produce a pop-up asking where to save the X or Y Read as a PDF.
  Save it to your desktop or any location (you may need to repeat this if multiple print attempts were made). 
  Once the pop-ups stop appearing, close the Transaction Server application.
  Restart the POSController Service and retry printing an X Read to confirm no ongoing issues.

Reference visuals

Exceed Online / Offline status

Network icons and common statuses, from the Windows system tray (right side of task bar).
Note: You may need to close Exceed to view the Windows system tray.

Error: "Warning X Unprocessed Transactions", displayed on the logon screen of Exceed.

Error: “Reboot and select proper Boot Device”, displayed when attempting to boot into Windows.

Tax receipts are not printing

X&Y Read settings for system printer

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