A POS Upgrade Failed message may appear on an order in the Pending Order section or the sales report.
The most common reason for this error is having an incorrect POS ID on a product or modifier. Below are some examples of where the issue may occur and how to resolve the issue:
A POS ID from Micros, that is assigned to a Product, has a Menu Level assignment that does not exist, or a Menu Level assignment that makes the item a Condiment.
A POS ID from Micros, that is assigned to a Modifier, has a Menu Level assignment that does not exist, or a Menu Level assignment that makes the item a Parent Item.
There is no POS ID on a Product.
Order is not in POS
These would be the same as POS Upgrade failed.
The order has incorrect Products or Modifiers in Micros.
PayLink utilizes the record numbers from Micros to tell the POS what items to place. If this scenario should happen, check the POS ID in use, as there may be a record number that incorrectly references a product/modifier in Micros.
Order is open in Micros after payment
When a full payment is made on an integrated order, the check will be closed in Micros. If an order is left open after payment, the following scenarios may occur:
The order is open with tax due.
This means a PayLink product may have not had the tax enabled and the referenced Micros Menu Item does have tax.
Check the products that were sent and verify tax is enabled on all items.
The order is open with only one payment.
Multiple payments may have been attempted through PayLink or Pay at the Table on a single check and one of the payments failed to reach the POS.
The check may have been held open on a Micros workstation during the payment process, once you verify the payment was captured in Paygistix, close out the check.
The order is open with no payment, though Payment was attempted through Mobile Checkout, Pay at the Table, or Pay at the Door.
Payment was attempted while a check was held open on a Micros Workstation.
Verify payment was captured in Paygistix. Payment may still apply if the check is sent or cancelled off of the Micros workstation up to 4 hours after the initial payment was attempted. Release the hold on the check by using a Cancel or Send button on the Micros workstation, then wait approximately 2 minutes for payment to be added to the Micros check.
Order not printing
The PayLink User Workstation does not have printing enabled; Go to Micros >> POS Configurator >> Devices >> User Workstations >> PayLink >> Order Devices & Printing tabs and select the appropriate Order Devices and Printer functionality.
The PayLink Order did not reach the POS to fire the order. In PayLink, the order will have a POS Upgrade Failed status. You can review possible scenarios for this issue above.
The PayLink Order is only on certain Order Devices. The print group assigned to a product may be set to only function with specific screens. Consult a Micros expert for appropriate settings.
The Micros server does not have an internet connection.