Description: This article will cover troubleshooting steps, and various scenarios, to resolve Xpedite printing issues.

Basic Troubleshooting

• Confirm the printer is powered on and the power cable is securely connected to the printer and at the outlet
• Confirm the Ethernet cable or USB cable is securely connected to the printer and to the port or tablet, respectively
• Confirm the printer has paper and the roll is threaded underneath and that the cover is securely closed
• Is the device on Wifi or Ethernet, if Wifi is on and the device is plugged into an ethernet port. Turn off the wifi and try to test. If this does not allow the device to print we need to check the IP.

Networked IP Printers

Perform these troubleshooting steps in sequence. Do not jump ahead

1. [CUSTOMER] Verify in Canopy that the printer is configured with the correct type (i.e. Star, Epson)
2. [CUSTOMER] Verify IP Address
   • Produce a test print by holding the [ feed button ] when while powering on the printer
   • Compare the IP Address on the test print with the IP Address setting in Canopy to confirm an exact match
3. [CUSTOMER] Verify that the Printer is reachable on the same network as the Print Controller
   • Open a browser window on the Print Controller (Safari in iPads, Chrome on Android tablets) and enter the
   • IP Address of the printer, exactly as shown on the test print.
   • If the browser hangs and does not resolve or an error stating that it cannot connect then the Print
   • Controller application equally will not be able to connect to the printer. Please contact your network administrator to report a disconnected or unstable connection
   • A Print Controller will recover and retry when there are network disruptions – however while there is a disruption in the connection between the Print Controller and the IP printer, nothing will print.
4. Check websockets [see below for individual use cases]. Part or all of this may require Engineering or Support assistance.

Xpedite (1.0) Websocket

• [SUPPORT or ENG] Verify that the Print Controller is connected to the websocket and receiving messages by checking logs in either Grafana or DataDog.
• These logs will happen in the Sidekiq log, not the main application log. Websockets are sent asynchronously to be thread-safe.
• A regex search for “Sending Xpedite websocket for.*{stand_uuid}” will indicate whether websockets are being attempted for that revenue center. In particular, look for “update” websockets. [figure 1]
• Ensure the “regularity” of these messages. If these messages are not appearing for a long stretch, it can be an indicator of a “stuck” job which requires clearing of unique keys. This is an unusual situation that has been largely fixed.
• A 404 response indicates that the device is not connected to websocket.
• A message such as “Websocket is disconnected for …” will also be logged in such a situation.

Xpedite Printer Scenarios

Understanding the Situation:

1. There are a few things we should confirm with the customer before setting up print routing, such as,
   • For each Concession Stand what menus will require Xpedite Printing? POS, Mobile or Kiosk?
   • Is this a new setup or is the customer running into issues with their existing setup and troubleshooting is needed?
   • Will any Concession Stand have only 1 form of Xpedite Printing or several and will certain items need to print to specific printers?
2. Here are a few more questions that we should ask if troubleshooting a customer's printer issue.
   • Verify which RVCs/Locations are having printer issues.
   • When did the issue start?
   • Have they added new items to the menus that have Xpedite Printing?
3. After verifying the above, check organization audits for Xpedite to see if any modifications to their printer setup have been made.
4. Identify if the RVC/Location in question having printing issues requires a routing setup or not.
5. If the customer did add items then for that location we will need to route the new items to their printer(s).
6. This is obviously only necessary if that RVC/Location requires routing.
7. Even if the customer states they did not add items we should still check print routing for each item. This is obviously only necessary if that RVC/Location requires routing.
8. Now, if the RVC/Location has no discrepancies or doesn’t require routing then we should verify the IP Address of the printer(s) to ensure it has not changed. If it’s a Bluetooth setup then we should verify the iPad is still connected to the printer. 

Example 1: Stand 129 has a POS and Kiosk, but only Kiosk requires Xpedite Printing. In this case, Stand 129 will NOT require print routing.

1. In Ex. 1, the stand will not require routing for as long as the stand only has 1 printer. In some cases, the stand may have 2 printers where they separate parts of the order for the kitchen and the front of the concession stand.
2. Sites do that kind of setup when they want the kitchen to receive items that require preparation. The front of the Concession Stand may still receive the full order if they choose to set it up that way or just the parts of the order that they can fulfill.
3. Print routing may be required if the customer only wants specific items to print to Xpedite. If they want all items to print, then routing is not required.
4. Again, if the customer wants to print to several printers under one location they don’t have to have print routing unless item separation by printer is required. 

You can use the beginning of the article Linking a Tablet Printer in Canopy to configure the scenario in this example. If routing groups are needed continue to this Article.

Example 2: Stand 131 has Mobile Ordering and Kiosk and requires both types of orders to print to Xpedite with no item order separation. In this case, Stand 131 will require print routing.

1. In Ex. 2, it’s important to note how many printers the customer is using for that stand. If it’s more than 1 then that means both Mobile Ordering and Kiosk orders will print to both printers with no separation.
2. Print routing is required if only 1 Xpedite Tablet is used in the setup. Regardless of the number of printers as both Kiosk and Mobile Ordering Productions Lines will need to be created to route both menus orders to that tablet's printer(s.)
3. Although the order will show on the receipt if it came from the Kiosk/Mobile, in a fast-paced environment like Stadium Concessions the customer will most likely dislike this idea, so Print Routing will need to be set up to separate Kiosk vs Mobile orders.
4. In this scenario, customers sometimes have two Xpedite Tablets at the stand. One for Kiosk and one for Mobile Ordering. In this situation, print routing may not be necessary as each Menu(Kiosk/Mobile Ordering) will have its own Xpedite Tablet so you could just assign its printer directly to the tablet if no item/order separation is needed for several printers. 

You can use the beginning of the article Linking a Tablet Printer in Canopy to configure the scenario in this example. If routing groups are needed continue to this Article.

Example 3: Shift4 Club has In-Seat Ordering and Mobile Ordering within the Club. Both locations/RVCs share the same printers and have separate Xpedite Tablets. In this case, Shift4 Club will always require print routing to be set up.

1. In Ex. 3, the club has a Bev Printer and a Hot Printer.
   • The Bev Printer will print beverage-only items for both In-Seat & Mobile Ordering.
   • The Hot Printer will print Hot/Food items for both In-Seat & Mobile Ordering.
2. We have two Xpedite Tablets as both RVCs do not share the same menu. In this setup, we would have 2 tablets, 2 production lines and 4 routing groups in order to have items sent properly to each printer.