SmartReceipt

Mobivity Discount Distribution

As of Q4 2016, the process for sending discount templates to participating SmartReceipt locations involves an email sent by the Mobivity Corporation to ProPoint Support, requesting that the template be transmitted to the salon.

Support technicians will then perform an iOffice discount synchronization using the Mobivity Discount Template as the master store for the exchange.

Making sure to only synchronize the appropriate discount settings, a confirmation email must be sent to Regis_CS@mobivity.com upon successful completion of the sync.

Troubleshooting

CAUTION: Issues that are beyond the scope of this article should be brought to the attention of Mobivity support at either (877) 282-7660 via phone, or support@mobivity.com via email. The instructions found below correspond directly to the PDF sent to ProPoint Technical Support from Mobivity Support, which can be referenced in this article.

“Missing Image: Please Reload” Printing on Receipts

If this occurs then all of the configured images did not properly download to the point-of-sale terminal. ‘Missing Images: Please Reload’ appears where offers should be.

Resolution

1. Open ‘SmartReceipt™ Configuration’ on the Desktop

2. Select the Tools tab at the top of the window

3. Click Reload Images. Please allow up to 5 minutes for images to load before printing a transaction.

Images Appear Offset On the Receipt

This is likely due to having 3” receipt paper instead of the standard 3 1/8” paper.

Resolution

1. Open the receipt printer and shift the receipt paper towards the left to resolve.

Missing Store Name on SmartReceipt™ Offers

Usually caused by SuperSalon not being configured to print the Store Name on receipts.

Resolution

1. Open SuperSalon and go to Setup > Receipt Printer > Custom Header

2. Enter the Store Name in the text field

3. Check ‘Use Custom Header’

4. Click ‘Save Settings’

Receipts Printing Slowly

Caused by the device not being configured as a USB printer in SmartReceipt™ but is using Serial or Parallel printing. .

Resolution

1. Reach out to SmartReceipt™ Support at (877) 282-7660 to have a technician adjust settings for Serial or Parallel.

SmartReceipt™ Offers/Image Not Printing

Caused by the Customer not being activated with SmartReceipt™ content.

Resolution

• Ensure that SmartReceipt™ is on. To do so:

  • Open SmartReceipt™ Configuration (Desktop) > ‘Configuration’ tab > identify the Port Number in the section that says ‘POS Connection to SmartReceipt™’

  • Open SuperSalon > Setup > Receipt Printer > Hardware > identify the Port Number in the ‘Connected to’ field

  • If they match, SmartReceipt™ is in the print stream

  • Also, ensure that the ‘Nutricate’ service is on in Windows

• If this is not effective, forward the customer to SmartReceipt™ Support at (877) 282-7660 to make sure that the site is set up to print offers/images.

Receipts Not Printing At All

There are a multitude of reasons why receipts could not be printing. To best diagnose the issue, it is important to see where the issue lies (SmartReceipt™, SuperSalon, or Hardware). .

Resolution

• Check Hardware

  • • All cables are securely connected

    • Paper is loaded into the printer and can feed

    • There are no error lights on the printer

• Check SuperSalon

  • • Revert SuperSalon back to the original printer port and test print

    • If you cannot identify right away, open up SmartReceipt™ Configuration and go to the ‘Configuration’ tab. Find the Port Number in the ‘SmartReceipt™ Connection to Printer’ section.

• Forward to SmartReceipt™

  • • If the printer is working when reverted to original printer settings, then the call should then be forwarded to SmartReceipt™ to assess.

    • Keep SuperSalon configured for regular receipt printing, do not uninstall SmartReceipt™, then forward the customer (877) 282-7660.

• Check SuperSalon

  • • Revert SuperSalon back to the original printer port and test printing

    • If you cannot identify right away, open up SmartReceipt™ Configuration and go to the‘Configuration’ tab. Find the Port Number in the ‘SmartReceipt™ Connection to Printer’ section.

Cash Drawer Not Popping Open

Caused by SuperSalon not being configured correctly.

Resolution

• Open SuperSalon. Go to ‘Setup’ > ‘Cash Drawer’

• Click the check box next to ‘Connected through printer’. Test to see if cash drawer is now popping.

• If this is already selected, disconnect the cash drawer wire from the back of the printer and reconnect. Restart the printer. Test again.

Temporarily Disabling SmartReceipt™

This can be done to perform troubleshooting with SmartReceipt™ disabled, and out of the print stream…

Steps

• Open SmartReceipt configuration on the Desktop. Click ‘Stop SmartReceipt™’ to disable all SmartReceipt™ services

• Go to SuperSalon > Setup > Receipt Printer and revert the port back to its original setting

• If you cannot identify the original port number, find the Port Number in the ‘SmartReceipt™ Connection to Printer’ section (in the ‘Configuration’ tab of SmartReceipt™ Configuration)

Serial Printers and Pole Displays with SmartReceipt™

When a location has a serial printer connected directly to the pole display device, SmartReceipt™ will not function. This is due to SuperSalon’s configuration to print directly to “PoleDisplay” in these environments. The workaround is to set printers up for USB printing by obtaining a USB cable, and having support adjust the printing configuration for USB.

The troubleshooting steps:

1. Direct the client to attach the new USB cable directly from the printer to the POS.

2. Install a USB to COM utility, such as Virtual COM.

3. Configure SuperSalon to print to the new virtual COM port. The set up for the pole display shouldn’t be changed, and the serial cable should remain in the same port.

4. After it is confirmed the POS is printing regular receipts via the new set up, direct the client to contact SmartReceipt support to finalize installation.

SmartReceipt™ Troubleshooting Guide (PDF)