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Note: This information is out of date and has been replaced. Please go to Hilton OnQ - Known Issues / Common Problems When good eForms go bad:Please use the emergency pre-printed generic folio / registration forms supplied with each eForms order for operation until you can solve the issue you are experiencing. This paper is in a case marked "EMERGENCY PAPER, NO CHARGE" which is a little taller and not as deep as the registration key-packet paper. One box of this paper is shipped with EVERY new eForms order at no cost. Did you just get Refreshed with all new equipment? If you have SmartBOXes, you don't need anything from us. If you had "chips" installed inside your old printer then you will need to purchase SmartBOXes. In either case, you may need to Install the e-Forms fonts (although they are supposed to be installed automatically now) and if you use the legal sized Registration Key-Packet stock, you will need to configure your system to use that layout (OnQ2 and OnQ5 do it differently) and configure your printer (especially the IBM IP 1222 or 1422) to use the correct trays. Did you just have a printer replaced or serviced? You probably need to check for the eForms device to make sure it was moved to the new printer. If you use the legal sized Registration Key-Packet stock, you will need to configure your printer (especially the IBM IP 1222 or 1422) to use the correct trays. Did you just have a workstation rebuilt? That workstation may need to be configured to use eForms and if you use the legal sized Registration Key-Packet stock, you will need to configure your system to use that layout (OnQ2 and OnQ5 do it differently) Did you just migrate from OnQ2 to OnQ5? Please see the OnQ5 support page here Need to change some text 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. Forms printing totally black? We have seen a few Hampton Inns where the Express Checkout is printing black, please contact David Vega for an eForms update to correct this problem.
Did Electronic Forms (Registrations only) stop working on each workstation after the workstation was restarted?
The Folio or Receipt prints just fine, but the registration prints only the
guest information and not the logo at the top or the signature box. If you
have checked the printer assignments (see box at right) and they appear correct,
it may be an incorrect setting in your PMS system. 1. Click on Start / Programs / System 21 / Database Maintenance. Log in. You may need a managers password for access. 2. Select Hotel Defaults by double clicking 3. Select Receipt Printing by double clicking.
4. Un-check the box that says "Print pre-reg and check out forms using
VB" Electronic Forms stop working (both receipts and registrations) at one or more workstations (or all workstations after a Refresh).
Start here: Configure OnQ / System 21 to use
the new printer at
http://www.efplus.com/techref/app/pms/system21/cd294/sys21conf.htm.
Follow the directions (carefully, step by step) and click on the links
as indicated. Room number prints "upside down" on inside of Reg key packet:Electronic Forms are working but after folding the key packet, the room number printed on the inside left flap is upside down and backwards.
The eforms font called "EFPlus Upsidedn" is missing. For detailed instructions
see:
IBM InfoPrint 1222 Tray Selection Setup for Registration Keypacket Stock
First, click here to activate the Reg/Key
tray setting program When asked, tell the computer to open
the file (no need to save it) Next, tell the computer to "install" or run
this from it's current location. A black window with white letters will
appear and ask you to Click any key to continue The program
will run and you will be returned to the instruction screen.
If the printer still doesn't pull key packets from the bottom tray, you may
need to do the "reset to factory defaults"
sequence at: HP LaserJet 2300 tray select operation for Registration Keypacket Stock
The 2300 has a front panel were you can select PAPER HANDLING and
then set the paper size of each tray. From then on, when the printer is asked
to print a page of a given size, it will pull from the tray you have selected
on that menu. HP LaserJet 2100/2200 Tray Selection Setup for Registration Keypacket Stock
The HPLJ 2100/2200 printers don't automatically figure out what tray to pull
the Registration / Keypacket stock from. We have "hard coded" the reg-keypacket
form to pull from the bottom tray. If you are using a legal sized reg/keypack
stock, load it in the lower tray after expanding the tray by squeezing the
blue button on the back of the tray and pulling. Load the form face down
with the top of the page towards the front of the tray. Multiple copies of one registration keypacket print when only one was requested.
It can be helpful to not assign the printer to be used when printing
registrations so that the report is first previewed on the screen when checking
a guest in, and then if the registration has already been printed, the printout
can be canceled, thereby saving keypacket stock. Printing Registrations at Group Check-InWhen doing a group check in, and specifying that you want the registrations printed at the same time, the registration is printed on blank paper rather than on the reg-keypacket.
System 21 actually doesn't print a registration when you ask it to print
registrations as a part of a group check in... Printing Statements
The electronic form option for Statements is designed to work with the Accounts
Receivable section of System 21. Click on Start / Programs
/ System 21 / Accounts Receivable or, from the front desk program,
select the Other Options menu and choose Accounts Receivable.
Highlight the company you wish to print statements for. Next, select
Print / Statement or 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 System 21 doesn't print all registrations during pre-reg
Go into the Guest listing, Guest / Batch Print Pre-reg, select guest status
and check Include all previously batched. Adding a temporary check in message to the registration.
A little known option is available to add a message to each registration
in the lower left corner of the registration slip. The text of the message
is setup in DataBase Maintenance under Hotel Defaults / Receipt Printing
/ Pre reg information text: 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)
"Always print pre-reg cards at check in". Printer won't print at all... print jobs are not backed up, they just disappear: Pull out the printer and check the cables and the light on the SmartBOX (if it is flashing red, press the black button to clear it to green. The eForms images have been lost, contact us for a reload.) Trying to print registration at a property that uses the registration keypacket results in message "Print engine error printing eForms registration: Out of memory" on the workstation screen This has been caused at some properties by incorrect setting of the printer driver. Under Start / Settings / Printers (or Printers and Faxes) find the printer with "...lj 4n" in its name (this may be "Hilton HP LJ 4n" or "EFPlus.com HPLJ4n") and use the right mouse button to click on it. Select Properties from the bottom of the pop-up menu. On the "NT Forms" tab, press the "Clear All" button, then close the dialog with the "Ok" button.
If the incorrect settings on the NT Forms tab were as a result of trying
to get the keypacket stock for registrations and plain paper for folios,
to pull from two different places, please review the settings for the specific
printer model from SmartBOX stops working
In general, the SmartBOX can easily be eliminated as a source of trouble:
bypass it by connecting the cable from the workstation directly to the printer
or the cable that goes to the printer. If the printer begins to print the
data correctly, without the eForm, then the problem was most likely related
to the SmartBOX. If not, something else was causing the problem. Technical Support is available from our offices at 1-888-337-2776 during normal business hours. Emergency support is available after hours by calling James Newton's Cell Phone at 1-951-634-9492. Fax samples. Advanced troubleshooting: |
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