Hilton OnQ

Known Issues / Common Problems

Please call your help desk or contact us at support@efplus.com, or 888-337-2776, 3#.for issues not listed here.

Did you just get Refreshed with all new equipment? Since August of 2012, new workstations have been supplied by Hilton with the new EFPlus.com XPS driver. The contract installers for the refresh program have been given instructions for setting up this new system. While we are happy to advise and help, Hilton does not allow us to log into your workstations and setup the new system for you. OnQ Support (1800-HELP-HELP) may be able to log in and do this work for you. You can also do the setup yourself, following the instructions under "Installation" on the EFPlus.com XPS driver support page. For problem after the initial setup, please see the "Support" section of the EFPlus.com XPS driver support page.

When you try to print, the printer does not print at all with the BOX attached and you get a message on the workstation saying that the job failed to print.
If you have SmartBOXes, and your old IBM printers were replaced with HP printers (3005d)  the SmartBOX will normally work just fine, however, if you have HP printers, you may see a dull red light on the box and be unable to print when it is connected. This is caused by a missing or damaged A/C adapter, defective cable between the SmartBOX and printer, or a defective printer.

HP P 3005 d Printer Lockup: If you have a 3005 (look at the very front of the printer with the manual feed closed), while the printer is showing "Ready" or "Sleep mode" on its front panel, press the green check mark button. The display should change to the menu or the printer should wake up. Press the back up button to the left of the green checkmark to return to Ready. If pressing buttons on the printer front panel does not result in any change on the printers front panel display, the printer is locked up, and this is what is causing the printing problem, not the SmartBOX. Remove the SmartBOX without turning off the printer power to verify that our device is not the cause of this problem. If that does not correct the issue, contact OnQ Support for further assistance with the printer, being sure to explain that the SmartBOX is no longer connected. ^

A/C Adapter problems: SmartBOXes will try to pull power from any source, even from the printer or workstation through the data connectors in order to keep operating; on the less energy efficient IBM printers, this could be enough and the SmartBOX might have continued working even when the AC adapter fell out or was removed. On the new HP printers, the SmartBOX needs the extra power supplied by the A/C adapter; the printer supplies just enough power to light the light on the SmartBOX, but not enough for it to operate correctly.

To see if the A/C adapter is working, disconnect the SmartBOX from everything: From the printer, from the cable going to the desk, and from the AC adapter. Keep disconnecting until the light on the BOX is OUT. the light must be completely out and NOTHING can be connected to the SmartBOX before you continue. Now, look at the edge of the BOX between the two big metal connectors that cover either end. Find the little power socket in the square hole with the metal pin inside. This is were the A/C adapter needs to be connected. If there wasn't anything plugged into that hole, check under the desk for a "Condor" brand 6VDC positive center A/C adapter (aka "Wall Wart"). If you don't have it, the SmartBOX will not work. Please do NOT try any other AC adapter you find, as this will void your warranty. Use only: OUTPUT: 6VDC 800mA with 2.5mm plug and positive center. When you plug the A/C adapter (and nothing else) into the SmartBOX, you should see a bright light on the SmartBOX at least for a second or two. If not, the A/C adapter is not working, not plugged in, or damaged. Replacements are available; from your local electronics store or please contact us.

If the light on the SmartBOX is blinking bright orange/red then it needs to be reloaded: Press the black button on the side to clear the error and contact us for an "Update" email to reload the forms into the BOX.

Bad "PigTail" cable between SmartBOX and Printer: If there is a short (7 or 8 inch) cable between the SmartBOX and the printer, please remove it and plug the SmartBOX directly into the back of the printer. These "pigtale" short extension cables are no longer required and have a high rate of failure.

 

When you print, the guest information does NOT print (the name of the guest, the arrival date, the departure date, etc...), but the logo, signature box, lines and so on DO print. Restart the workstation. The guest data comes from the OnQ program on the workstation, NOT from the SmartBOX. If the guest data isn't printing, the workstation is the cause, and restarting it should correct the problem. After you restart, if the data is still not printing, please remove the SmartBOX, connect the printer cable directly to the back of the printer, and try again.

Is your stock pulling from the wrong tray?
Did you just have a printer replaced or serviced?
If you use the legal sized Registration Key-Packet stock, you will need to configure your printer to use the correct trays. If you use Small Registration Key Packet Stock you may need to configure your printer, especially the HP LJ 3005. The LJ 3015 has a known bug that  causes it to pull from the wrong tray; a firmware update fixes the issue. For Statements, see "Statement problems" below.

When you print, the guest data DOES print, but the form image does not print (logos, lines, signature box, etc...) and the room number may print upside down or backwards.
Did you just have a workstation rebuilt or replaced?
If you were refreshed with new workstations and printers, the Installers provided by Hilton should have set up your system with the EFPlus.com XPS driver for eForms. If not, please let Hilton know on the feedback form, and follow the directions to setup your new eForms system.

If you still use the SmartBOX or NetBOX devices: That workstation probably needs to be reconfigured to use eForms. If you recently had a power outage or lightning storm, they may need to be reloaded with your eForms. Completely disconnect the BOX and reconnect only the AC adapter to ensure that it is still supplying power; if the light on the BOX starts blinking red, contact us for an "Update" email. If there is no light on the BOX when only the AC adapter is connected, even if there is a light on the BOX when you connect it to the printer, continue by checking the AC adapter.

If you suspect the SmartBOX or NetBOX is defective, swap it with another device at another workstation where everything is working correctly to see if the problems follows the BOX or stays at the workstation. Be sure to power off the printers, swap the devices, then power the printers back up before you try to print again. If the problem follows the BOX, contact us for an "Update" email. If it stays at the workstation, check the AC adapter and check that the workstation is configured to use eForms

Need to change text or logos on the eForm such as the USA today from 50 to 75 cents or add a debit disclaimer? Mark up the changes on a sample and fax it to us at 951-587-9744. We will mock up the changes, tally the costs and send a proof / quote for approval. It would be great if you could include your Inncode, Contact Name and eMail address.

Updates: Problems after an update to a new version of OnQ

The arrival time overprints the debit/credit card text in the upper right area of the form at Hampton Inns. When a guest walks in rather than registering in advance, the arrival time is printed to the right of the arrival date, and that time runs right into the "If the debit/credit card..." text. This is a known issue with the layout of the form provided by the Hampton Inn brand graphics company and the data printed by OnQ. The same issue affects both pre-printed and eForms. We are required to use the exactly layout provided to us by the Hampton Inn brand graphics company and may not make any changes until they authorize it. Even if we could, there is no way to fit all that text into less space and still use the 6pt font required for readability. Please report this issue to your brand management and ask them to make a change, either in OnQ or in the form layout to correct the problem.

At the top of the form, some text prints with the top and bottom cut off. This is the original hotel name and address printed by OnQ; the eForms prints the same information in a nicer format in the top corner, and tries to erase this original text. With OnQ version 5.15.32, this original text was moved higher than we can erase. It can be turned off in "Database Maintenance". under "Hotel Defaults", "Receipt Printing", by turning off "Print Hotel Address, Phone, and Fax on Receipt?" then clicking "Save and Exit". You must get out of the front desk program and back in before the setting will have effect.

Registration issues

eForm prints on Reciepts but not Registrations

In the OnQ front desk program, select "Reports" / "Report List..." then from the upper left corner, pull down "File" and select "Printer Assignments". In the list of printer types, ensure the registration keypacket printer is assigned to the same printer as the Folio Paper printer if you use the registration key packet stock, and set to unassigned if you do not.

If you use the Small Registration Key Packet stock, follow the steps under "3. Configure OnQ 5 to use the Small Registration Key Packet stock:" on that page. Otherwise, if you use the FULL sized registration key packet, or print your registrations on plain white paper, click on Start / Programs / OnQ... / Database Maintenance. Select Hotel Defaults. Select Reciept Printing. Ensure the option for "Use keypacket format..." is set correctly for your hotel. 

If the problem persists, check the font installation in the printer driver and then contact support@efplus.com

Users of Registration Keypacket find registrations printing on plain paper

First, ensure the eForms are completely correct except that they are printing on the wrong stock. If so, you will just need to configure your printer to use the correct trays. If the name of the guest isn't printing on the front of the key packet in the correct place, or the room number is printing in the wrong place, something is wrong with the settings in OnQ. If you use the Small Registration Key Packet stock, follow the steps under "3. Configure OnQ 5 to use the Small Registration Key Packet stock:" on that page. Otherwise, if you use the FULL sized registration key packet, or print your registrations on plain white paper, click on Start / Programs / OnQ... / Database Maintenance. Select Hotel Defaults. Select Reciept Printing. Ensure the option for "Use keypacket format..." is set correctly for your hotel. 

Misalignment of rate change data on Registration Key Packet

When printing batch registrations, multiple rate change notices print on every registration, often overwriting other data on the top of the registration form. This is a known problem (defect #12537) which occurs infrequently and seem to correct itself within a day. Sadly, there is nothing EFP Inc. can do to correct this problem since we do not control of the data printed by the application.
Workaround:
The best workaround we can find is to print the registration individually, as the problem only appears in batch prints.
Possible fix:
Some hotels have reported fixing the problem by looking through the incorrectly printed cards for one or more that have an "*" next to the rate in the top right area showing that this guest actually does have a rate change. If pulling up that guests record shows an incorrect or unusual rate, then editing the rate to correct it may cause the entire batch to then print correctly.

Registration always prints even for guests whose reg cards have already been printed (pre-reg'd Hilton Honors members, etc...)

Under Start / Programs / Hilton... / Database Maintenance (you may need a manager to log in) / Hotel Defaults / Receipt Printing, Turn OFF (un check) "Reprint batch printed reg cards at check in"

Statement / Invoice problems

Window Envelope Alignment (address too far right and in smaller font) and printer duplexes form or prints second page with address: In the AR section, pull down the "Action" menu and select "Options". On the "AR Defaults tab", the "Use Preprinted Forms for Statements" check should be OFF. This option is intended to support "infoseal" stock in a duplex printer and should not be used at hotels printing statements for mailing in windowed envelopes.

Posting detail is not a statement: The electronic form option for Statements is not designed to work with posting detail. To print statements, from the front desk program, select the Other Options menu and choose Accounts Receivable. Highlight the company you wish to print statements for. Next, press the Print button and select Net or Detail and other options as needed. If the options you see are for Net Transactions or All Transactions, then you are in posting detail rather than statement printing. eForms are NOT currently supported for the Posting Detail data that becomes available after you double click on the company. This would be the ARNETINV.RPT file

The Statements and Invoices are routed through the White Paper Printer in the Frontdesk Printer Assignements screen.

Folio / Reciept problems

Misalignment of data on bottom part of receipt

At Hampton Inns and other hotels that are printing the receipt with the optional Expense Report Summary: You may find that the data at the bottom of the receipt is not aligned well with the form. This is especially evident when printing a receipt with a large number of detail items.

This problem is defect # 12,554 and it was scheduled to be fixed in version 5.12.x, but has not been as of 5.15.32.  The problem only appears when the "Expense Report Summary" is included as a part of the receipt. There is a switch that controls the printing of Expense Report Summary for all receipts. It can be found in Database Maintenance >> Hotel Defaults >> Receipt Printing >> ‘Print Expense Report Summary for all guest receipts.’ With this switch inactive (no check-mark), the front desk will continue to have the option to print the Expense Report Summary, but it will not automatically be printed. So: Avoiding the Expense Report Summary will correct the alignment. If you need that summary, there may be a patch available for this defect from the Hilton help desk; be sure to mention (defect #12,554).

Update 9/9/2009: A new problem has been introduced where the data fields at the bottom of the form (account no., date of charge, and folio/check no. as well as card member name and authorization on the next line) print far too low, almost on top of the lables for the next line. This problem only appears when the Expense Report Summary is NOT enabled, which makes the workaround above rather useless.

It should be obvious that no form, pre-printed or eForm, could possibly work for both cases. If the data moves when you changes options, the problem is in the program printing the data and NOT with the form vendor. At this point, our best advise is to A) turn ON the Expense Summary Report and live with the (less critical) alignment issues caused by 12554 B) Contact OnQ support and your brand management and advocate for a fix.

No eForm overlay on Collection Letter

Support for eForms overlay on the collection letter has been removed from OnQ5 v13 (and possibly earlier versions as well). A corrected version of the ARACTCOL.RPT file which does overlay the eForm has been provided to OnQ support and development. No defect number is known for this issue.

Troubleshooting e-forms installations (for IT / technical users)

If you don't find what you need here, contact support@efplus.com for technical support.