Technical Note: 20030108001

TROUBLESHOOTING NETWORK

SECTION A

SECTION B

WINDOWS WORKSTATION:

WINDOWS OR DOS Workstation:

GENERAL

Is it the only computer locked up or with network problem?
If it is the Back-Office and consequently all workstations refer to section A. If it happens only at one or more workstations refer to section B.

SECTION A

Cannot share the MaitreD folder as MaitreD?

1. Setup your network according to our specifications in the installation guide.
2. The MAITRED folder must be shared with full access and with maximum user allowed. Here is an example taken from a system running under Windows XP Professional

 

3. Load the latest drivers for your network card.
4. Remove all network components and set the network with only what Maitre'D software requires. Refer to the installation guide.
5. If your network is setup correctly and you are running Windows XP Professional (c) and the message Cannot share MaitreD as MaitreD shows up: add in the section [NETWORK] AutoSharing=False under your C:\Posera\MaitreD\Data\Bo.ini.

6. Here is an example:

    

Is Maitre'D the only application locked up on the computer?

1. If the whole computer locks up you need to verify the hard drive. Make sure no Anti Virus is preventing the Maitre'D to start. You may have a Windows task scheduler running if so, disable it or schedule it when the restaurant is closed.
2. If only Maitre'D application is locking up then you need to make sure the network is setup correctly. Please refer to the installation guide for network setup. If the problem remains, go to the next question.
3. A scandisk and a defrag is appropriate here.
4. If the Back-Office is not really locking up but is very slow then verify the EFT modem. As a test, you can go under EFT / View / Option and disable the port.
5. The problem can be a corruption of Windows files or a failure of the Hardware. Start by reloading Windows and then reload Maitre'D.
6. If the problem remains you may want to start changing some hardware components like hub, network card, cables and hard drive and/or motherboard. Change one component at a time to pin point the defective device.

Does your server have a red X?

1. If you have a red X on the server icon, this indicates the network is not working properly. Make sure you do not use the Windows CD network driver for your network card. Computer manufacturers prepare the equipment months in advance and consequently you may not receive the latest network card drivers. You need to load the LATEST network card driver.
2. Is your network card address and IRQ shared with something else? If so, change the address and IRQ to make sure nothing else uses that address and IRQ.
3. Make sure your network contains ONLY what is needed to run Maitre'D software. Once the problem is solved then load other network components needed by other soft wares.
4. Make sure the MaitreD folder is shared with full access for all users, you can refer yourself to section Cannot share the MaitreD folder as MaitreD?.

Has your Maitre'D icon changed from green/ red to blue?

1. Make sure you are at the Maitre'D Back-Office computer and not at the BACKUP server computer.
2. If you are at the Back-Office, the computer name has changed since the Maitre'D software was loaded. You need to go under C:\Posera\MaitreD\Data and delete the file BOSERVER.INI and then reboot your computer.

When does the lockup really occur?

It occurs after installing another software on the Back-Office computer, if so which one?

• If at the installation it sets a program in the Windows startup menu, move it somewhere else and reboot the computer.
• Verify your network settings from your control panel. It may have changed it.
• It may not be compatible with Maitre'D.
• Remove the software and if the problem goes away you will have to install the software on a different computer.
• If the problem stays then the software was not causing it, it was a coincidence. You can re-install it and continue your troubleshooting.

• You need to find out the new devices address and IRQ and make sure it is not used by another device on the computer.
• If it starts happening after installing a new workstation, please refer to section B

Does it occur after an update of any of the software loaded on the computer?

• If it is after upgrading Maitre'D version or upgrading a Maitre'D service pack, please contact Maitre'D support department.
• Verify your network settings from your control panel. It may have changed it.
• It may not be compatible with Maitre'D. Remove the software and if the problem goes away you will have to install the software on a different computer. If the problem stays then the software was not causing it, it was a coincidence. You can re-install it and continue your troubleshooting.

Does it occur after changing the network card?

• The network card drivers may have power management utility. If so, disable it. You can disable it from the control panel / network.
• Load the latest drivers for network card. You may have to go on Internet to find them.

Does it occur after changing the network protocol?

• Reload the network card drivers.
• Make sure under Maitre'D Server Control module / View / Options / the Advanced tab has the same protocol setup under that you have under Windows control panel / network.

Does it occur after reloading the Windows operating system on your Back-Office computer?

Does it occur only during rush hour?

• You have to find out if they connect any restaurant equipment to the power outlet of any of the workstation during rush hours. If they do, get them to connect the equipment to a power outlet belonging to another electrical breaker
• You have to make sure the Maitre'D network cables are not near a high voltage wiring.
• During rush hour, do they start using specific workstation(s), printers? They may be causing the problem, conflicting with another workstation or may not be setup correctly.
• Make sure your hub supports the high traffic.
• Verify the Back-Office operating system and go to Z.

Is your Maitre'D Back-Office computer connected to a power surge protector?

1. The Maitre'D Back-Office should always be on a surge protector to protect the data from corrupting.
2. Take note if the workstations are not on a surge protector they can send garbage to the Back-Office.

Options on the Maitre'D server icon?

1. Double click on your Maitre'D server icon appearing on your task bar.
2. If you are running with TCP\IP protocol make sure you see the server IP address on the network line. Whenever your server IP address does not show, open the Server Control module and go under View / Options / Advanced tab and select TCP\IP + RS232 and set the server IP Address. Stop and restart the Maitre'D server.
3. If you are running with NetBEUI protocol make sure you see NetBIOS on the network line. Whenever you see the wrong protocol, go under your Server Control module and go under View / Options / Advanced tab and select NetBIOS + RS232. Stop and restart the Maitre'D server.

Is your hub on the surge protector?

What is the operating system?

1. Maitre'D runs on Windows XP Professional and Windows Server 2003.
2. If you are running Windows NT© or Windows 2000©make sure you do not run Terminal Application. If so, you will need to reload Windows without the application and then reload Maitre'D software. Remember Maitre'D is not compatible with terminal application.
3. If you have Dr. Watson running you will need to disable it. To disable it follow the steps:
   Type Regedit from a DOS prompt or from Start, Run
   Select HKEY_LOCAL_MACHINE
• Software
• Microsoft
• Windows NT
• Current Version
• AEdebug Auto must be set to (0)
4. If you are using NT4 you must reload the NT service pack 5 after changing anything in the Windows configuration.

Do you have the right setup for each Workstation?

1. If you are running with NetBEUI protocol under Windows (Control Panel / Network) then you need under Maitre'D Server Control module / View / Options / Advanced tab the LAN Type set to NetBIOS + RS232.
2. If you are running with TCP/IP protocol under Windows (Control Panel / Network) then you need under Maitre'D server Control module / View / Options / Advance tab / the LAN Type set to TCP/IP + RS 232.

Does the Back-Office lock up from time to time?

1. Make sure the network cables are not near a high voltage wiring.
2. Make sure only the Maitre'D equipment is on the breaker on the electrical panel.
3. Make sure no power management is running from Windows, the BIOS or the network card.
4. Make sure you do not have Windows task scheduler running during the restaurant s operation.
5. Verify which protocol the network card supports best.
6. Verify the Anti virus software. It should be set to allow files with the DAT and DBF extensions to write on the drive.

SECTION B

Is it all workstations or one specific workstation?

WINDOWS WORKSTATION:

Do they keep on trying to access the Back-Office?

1. Since Windows XP Professional and Windows 2000 allow a maximum of 10 simultaneous connections to a shared folder or file, you can only have 10 workstations accessing the Back-Office. A network with more than 10 workstations accessing the MaitreD folder at the same time needs Windows 2000 Server or Windows 98 on the Maitre'D Back-Office computer.
2. If you are running Windows 2000 on your Maitre'D Back-Office, then make sure you did choose maximum user allowed in your setup.
3. Make sure you are using the same network protocol on all computers. If you are using Tcp\Ip, verify the IP address and subnet mask. Only the last 3 digit of the IP address are different from one computer to another.
4. If you are using NetBEUI, then make sure this is the first protocol detected. You may have to remove all other protocols not related to Maitre'D. If your operating system is Windows 2000 then you might need to run LanaCfg to set NetBEUI as LANA 000.
   (-Use the LanaCfg.Exe utility that you have copied to C:\ in a DOS Window by typing the following line:
   "LanaCfg ShowLanaPath" line to see the former LanaNumber
   -Use the same LanaCfg.Exe utility by typing the following line:
   "LanaCfg SetLanaNumber N 0", where N is the former LanaNumber.
   -Reboot Main Server
   -Redo All Workstations' Data)
5. Make sure your MaitreD folder is shared at the Back-Office otherwise Maitre'D server will not start. Refer yourself to the Maitre'D Installation guide and if the problem stays go to topic Cannot share the MaitreD folder as MaitreD?  of page 4 of the current document.
6. Make sure you are using the latest drivers for the network card because the drivers from Windows CD are not good enough.
7. Make sure the network card IRQ and address is not shared with something else.

Lock up while doing an order or at anytime?

1. Make sure there is nothing in the C:\Posera\MaitreD\Data\WsPrint . If so, make sure all the devices are configured correctly at each workstation. Reset your printer by doing a self test (power On the printer while pressing on FEED) and verify your cable. You may have to delete the file(s) in the WsPrint  folder.
2. Connect your printer or device to another serial port. Make sure the serial port address is not being shared with another peripheral.
3. Under POS Control module / Workstation / Options / WS xx you have to verify the Workstation tab, Ports tab, Printer tab and Device tab.
4. Make sure you only have Maitre'D workstation on the power outlet.
5. Under Maitre'D Server Control module / View / Options / Advanced tab disable the network log by setting it to NONE. It creates a lot of traffic on the network and should not be used and should only be enabled for short period of time to help solving recurrent network problem.

Lock up on the Maitre'D white screen or Connecting to Server?

1. If you are using TCP\IP protocol try to notice the last thing it loads and the IP address showing up. On the top left corner you will find this information.
2. If the IP address is 0.0.0.0 then open C:\Posera\MaitreD\Data\WsXX\POS.INI and set the Back-Office IP address. OR remove your network completely and set it back.
3. Contact Maitre'D support department with the information of the last line the workstation is loading.
4. If you are using NetBEUI protocol make sure no other protocol is loaded at the workstation. Load the latest drivers for the network card. Take note the network card Aopen AON-325, some Realtek, D-Link 538 and some 3COM network card do not support NetBEUI with a local host networking on your Maitre'D Back-Office

The last thing the Windows workstation loads is the Maitre D Back-Office computer IP address and you get a yellow icon on the right bottom corner.

DOS WORKSTATION:

Do they get a #?

1. Since Microsoft does not support NetBEUI protocol on Windows XP Maitre'D does not run DOS workstation if your Back-Office operating system is Windows XP. If you are running on your Back-Office Windows 2000 then make sure you selected maximum user allowed In your setup.
2. By default Maitre'D Workstation boot disk uses IRQ 10 and address 300 and NE 2000 compatible driver. If your card uses different parameters you need to go under C:\Posera\MaitreD\Prg\POSNET and open the file protocol.ini and enter the IRQ and address you use. You also need to enter the driver name. Under C:\Posera\MaitreD\Prg\POSNET open the file system.ini and enter the driver name you need to use. And of course in the posnet folder you need to put in the driver you will use. Once all this is done you must create a new boot disk.
3. Make sure NetBEUI is your primary protocol on your Back-Office and the MaitreD folder is shared as MAITRED with full access. If your Back-Office operating system is Windows 2000 then you might need to run LanaCfg to set NetBEUI as LANA 000.
   (-Use the LanaCfg.Exe utility that you have copied to C:\ in a DOS Window by typing the following line:
   "LanaCfg ShowLanaPath" line to see the former LanaNumber
   -Use the same LanaCfg.Exe utility by typing the following line:
   "LanaCfg SetLanaNumber N 0", where N is the former LanaNumber.
   -Reboot Main Server
   -Redo All Workstations' Boot Disks)
4. Make sure you are using the latest drivers for the network card on the Back-Office because the drivers from Windows CD are not good enough.
5. Make sure the network card IRQ and address on your Back-Office is not shared with something else.

6. Take note some Aopen AON-325, the Realtek, D-Link 538 and 3Com network card do not support NetBEUI very well.

Do they get error 53?

1. By default Maitre'D Workstation boot disk uses IRQ 10 and address 300 and NE 2000 compatible driver. If your card uses different parameters you need to go under C:\Posera\MaitreD\Prg\POSNET and open the file protocol.ini and enter the IRQ and address you use. You also need to enter the driver name. Under C:\Posera\MaitreD\Prg\ POSNET open the file system.ini and enter the driver name you need to use. And of course in the posnet folder you need to put in the driver you will use. Once all this is done you must create a new boot disk.
2. Make sure the network card IRQ and address on your Back-Office is not shared with something else.
3. If you are using a hub; make sure you are using standard direct-connect cables grade 5 or higher.
4. If you only have a workstation connected to your back-Office without a hub, you need to use a cross-connect cable.

Do they get a # symbol from time to time?

1. Under Maitre'D Server Control module / View / Options / Advanced tab disable the network log by setting it to NONE. It creates a lot of traffic on the network and should be enabled for short periods of time to help solving recurring network problems.
2. Make sure there is nothing in the C:\Posera\MaitreD\Data\WsPrint .
3. If you are using DOS workstation and windows workstation open the C:\Posera\MaitreD\Data\Bo.ini and add TcpOverNetBEUI=True in the network area.

At the boot sequence, do you see Command complete Successfully 3 times?

1. If you see 3 times Command complete successfully at the workstation it tells you it may be a touch screen problem or simply a conflict with your network card. Make sure your network card address does not share its address or IRQ.
2. If you see the message 1 or 2 times then your workstation does not access the Back-Office. Maitre'D boot disk loads by default NE2000 Compatible network card driver with address 300 IRQ 10, make sure your network card uses that address and IRQ.
3. If your card uses different parameters you need to go under C:\Posera\MaitreD\Prg\POSNET and open the file protocol.ini and enter the IRQ and address you use. You also need to enter the driver name. Under C:\Posera\MaitreD\Prg\\POSNET open the file system.ini and enter the driver name you need to use. And of course in the posnet folder you need to put in the driver you will use. Once all this is done you are left to create a new boot disk.

Error message 22 27

1. From POS Control module / Workstation / Options select the appropriate workstation and make sure your Advanced tab is correctly setup.
2. Make the workstation boot disk. You can do it from the Server Control module / workstation / make boot disk and then restart the workstation.
3. If you cannot get ride of the error then make sure your network card is NE2000 compatible and make sure it is using address 300 with IRQ 10.

Error Check wire and multiplexor

1. Client for Microsoft Network
2. Network card adaptor loaded
3. NetBEUI>
4. File and printer sharing

Handheld not connecting to the Maitre'D server?

1. If you are using Handheld and DOS workstation on a same network verify the following points:
2. Under C:\PoseraMaitreS\Data\Bo.ini you need in the [NETWORK] area TcpOverNetBEUI=True
3. Make sure your Maitre'D Back-Office computer has both NetBEUI and Tcp\Ip protocols loaded. To do so, go under the Windows Control panel / Network.
4. Make sure under your Server Control module / View / Options / Advanced tab must be set to NetBIOS + RS232

WINDOWS OR DOS Workstation:

Is it sharing a printer or a kitchen monitor? If so,

1. Shut down all workstations and make sure there are no files starting with W in the C:\Posera\MaitreD\Data\WsPrint . If so, delete them.
2. Reboot your Kitchen monitor and/or do a self-test on your printer (Power OFF and press FEED).
3. Verify you cables and connectors.
4. Remove from the workstation configuration all devices. (P.O.S. Control / Workstation / Options / under each workstation / Workstation tab, Ports tab, Devices tab and Advanced tab).
5. Do workstation data and restart the workstation. If this solves the problem you will need to set back, in the workstation configuration, one device at a time until you find the defective and/or conflicting device.
6. Make sure none of your serial port is sharing its IRQ or address.

Any of the printers or any other devices turned off?

1. Turn all the printers and/or devices back ON.
2. Shut down all workstations and make sure there is not a file starting with W in the C:\Posera\MaitreD\Data\WsPrint . If so, delete them.
3. Verify you cables and connectors

More than one workstation with the same WS#?

Are all network cards setup at the same speed?

1. If you use 100mbs do all the cards support that speed?
2. All your network cards must be set at the same speed. Keep in mind if you have network cards at 100mb you need the connectors, cables and hub to support it.

Maitre'D Server Control module has the right protocol?

• For people using NetBEUI protocol:
 
LAN Type: NetBIOS + RS232
• For people using TCP/IP protocol:
 
LAN Type: Tcp\Ip + RS232
TCP/IP Port:1001
TCP/IP Server: 0.0.0.0 (0.0.0.0 will automatically take the network card IP address setup under Windows.) When you have 2 network cards on your Back-Office computer you need to enter the network card IP address you will use for Maitre'D.

Is your network card address and IRQ shared with something else?

GENERAL