Misc Resolutions

Troubleshooting Process

Communication

Determining the exact nature of the issue should be the first part of any resolution. However, oftentimes inexperienced computer users have difficulty describing the issue currently vexing them. Asking probing questions such as “Did you get an error message?”, “When did this begin?”, or “Has this happened before” are simple enough to help gather the thoughts of the person needing assistance.

Finding the Root Cause

After finding out the nature of the issue, it should be known to the technician that this is a symptom, and not a cause. If the Sales screen is freezing while checking out clients, the root cause could be one of several things. Is the receipt printer full of paper? Are they playing both Pandora and maintaining a WoW server in the background? Finding the root cause to any issue should be a carefully planned process of elimination that begins with the most simple, and progresses to the more complex.

Escalating Issues

Sometimes either a technician comes to terms with their inability to resolve an issue, or they just need a second pair of eyes. If after more than 20-30 minutes you find yourself stumped after trying several well thought out fixes, inform the contact on the phone that you will have to escalate the call to a higher level technician. Be sure to notate this escalation in the call log, and notify your manager immediately.

Miscellaneous Known Issues and Solutions

6.3.7 not responding after update (L2+ ONLY)

SuperSalon 6.3.7 updates the MySQL password from the old traditional password of gr3*7 to a randomly generated password which you can now see on the stores admin page’

When the update is delivered, this can sometimes cause SuperSalon to become unresponsive. Tabs may not be responsive and if you try to log into the DB you get an error

In this case:

1. Download the attached batch file and then run it as Windows Administrator – new_mysql_restore_password.bat

2. This will set the MySQL password back to the usual gr3*7

3. After that you can run the 6.3.7 patch again and the system should start working again

4. DELETE THE BAT FILE AFTER YOU ARE DONE AND EMPTY THE RECYCLE BIN – NO EXCEPTIONS

If it is not:

1. Downgrade to 6.3.5

2. Run the bat file attached(as administrator) new_mysql_restore_password.bat

3. Patch back up to 6.3.7 and the issue should be resolved.

Slowness and Freezing: Wait Time Calculator Settings Tweak

If a salon is experiencing issues in which ringing out and switching from tab to tab is really slow try disabling the Waittime Calculator.

1. You can access the wait timer by selecting Setup > Software Settings > Wait Time.

2. Set the ‘Factor in Employees Schedules‘ and ‘Factor in Appointments‘ options to No and save the settings.

3. Changing these settings will make accessing the sales and other tabs faster.

4. However this will affect the way in which the calculator calculates the wait time.

Discounts Failing

Checking the discounts themselves under Manager > Discounts will resolve this issue nine times out of ten. More often than not, either the discount has expired or it is not assigned to the product or service currently being rung out.

Removing unwanted unread messages notification

• Log into database. (http://localhost/phpmysql)

• Go to ‘messages‘ table.

• See ‘status‘ column, all messages with status of 0 are probably your unwanted unread messages making the notification appear.

• This is if theres only a few needed to be changed.) Manually edit each row’s status from 0 to 1, and the dirty_bit from 0 to 1.

• To set all messages to bulk-read run this query:

UPDATE messages SET status = '1';

UPDATE messages SET dirty_bit = '1'

Check your work by going back into SuperSalon and clicking on the Sales tab. Notification should be gone.

Unable to Send Tickets to Checkout

This issue is one that we’ve primarily seen with Epoch salons that have been updated to 5.5.x, where a ticket in servicing will not move to the check out screen and will cause multiple phpcgi processes to appear, this will cause the system to become unresponsive. Below I will list step by step instructions to resolve the issue:

1. Start by going into command prompt and net stop apache and mysql.

2. Open up the task manager, ensure that all phpcgi.exe processes are no longer running, you will need to end task them if they are still running.

3. Go into c:\supersalon, rename the “ssproject” folder to “ssproject2“.

4. We then need to downgrade the software to the 5.1.x series, 5.1.5

5. After you’ve run the patch, net start apache and mysql (note you may get an error when net starting apache if you did not end task all the phpcgi processes).

6. Open Super Salon and allow the scripts to run, this may take 10 minutes or so.

7. Once the scripts are finished, go into setup > utilities and run the two database utilities, and clear sessions variables.

8. Return to the sales screen and you should now be able to send the ticket to check out, verify that it works, and then return the ticket to servicing.

9. Now upgrade Super Salon back to the original version they were on, or the latest version.

10. Once the scripts have finished running, go into utilities, run the database checkers, clear session variables and you should now be able to send a ticket on the check out screen from servicing to check out.

Error 678 on Dial Up Connections

If you are having trouble getting a dial up store to connect in and receive an error similar to 678 (There is no answer.) check to see if the local phone company recently switched over to 10 digit dialing, meaning the area code is required to dial out. I have recently run into about 4 different locations where they couldn’t connect to upload because the phone company changed the dialing rules. If you need to find a new access number, refer to dialup4less.com

Constantly Going into Sleep Mode

PC’s that habitually go into sleep mode usually have some form of software setting or conflict within Windows causing the issue. The first steps in troubleshooting these types of issues should focus on the display and power management settings in Windows. If these are set correctly, and there is no malware or other obvious software issues, try un/reinstalling the display drivers. This solution has been proven effective with refurbished PC’s that were improperly set up.

Series Sale Issue

If a series sale is deleted from SuperSalon after it has been sold, the internal GUID of the offering is deleted along with it. This can result in further payments not being processed correctly, and re-creating the series sale will not help as a new GUID will be assigned to it. The workaround for series sales not functioning correctly after being deleted/re-created is to run a query on the store to correct the data. Please consult with a level II, or support management before attempting this process.