Micros RES 3700 system "freeze"

[jd11111]

We have several sites who all report a micros "lock-up" around the same time (within a few hours of each other) on the same day each week. We have tried disabling other services, disconnecting the network, watching the windows processes, event log and micros 3700d log. Nothing indicates anything out of the ordinary.

The behavior reported is this:

All Micros terminals appear to freeze - they do not respond to touch. If a transaction is in progress, the status says "one moment please"

After a period of 1-5 minutes, the system returns to normal and everything is fine again.

Has anyone else experienced a similar issue? What do you suggest I look for? We've been researching this issue for months now and havne't found the cause.

 

[DrZogg]

Hi JD,
Often seen when there is an interface, eg Respak and it waits for the response / timeout. Is there something like this running? eg a loyalty system, reservation system, room charge system? If all the WS are displaying it at the same time it sounds like it must be the server. Things to check are:

1. Antivirus / Firewall. could be a DOS (Denial of Service) type activity. make sure up to date, full scan etc.

2. DB log for autosequences that may be called / failing at this time, that take up processing power / stall

3. Basic networking (ping with -t switch) to check for dropped packets. Check the IP/Subnet combinations in POSCFG and ensure the workstations have exactly the same on the NIC.
While you have this list of IP/ Station names, please go to C:\WINDOWS\system32\drivers\etc\hosts and read the workstation/IP combinations and make sure they are the same.
Read the file C:\Program Files\MICROS\Common\Etc\MDSHOSTS.xml and make sure they are the same & correct
The MDSHOSTS.xml file is downloaded automatically to the WS, just make sure you dont have an outdated one in the WS \ETC directory. Sometimes people copy this XML file to C:\Program Files\MICROS\Res\CAL\WS4\Files\CF\Micros\ETC and if IPS get changed, this copied file isnt rewritten by the DB on reload.



Again, interfaces/SIMs are where mine have stalled.

 

[jimmymcp02]

What version of res are you running?

Also what OS are you running ( i have seen this in win2k3 only).

I had this issue with res 4.3 until 4.5 my autosequences and reports would stop working randomly and it was an issue with res and it was fixed in 4.6 MR1

 

[jd11111]

we are on 4.7 and Windows XP SP3. it has been happening for almost a year. We were on 4.3 before uprading to 4.7, but the issue still remains.

How were you able to identify that autosequences was the problem?

 

[jimmymcp02]

We were able to identify the autosequence issue by looking to the 3700d.log the autosequence called for totals to be posted and similar step was already running this cause it to lock up and we had to stop and start dsm. Im looking through some notes right now

 

[TobeThor]

Is there any chance all the POS systems have settings that force the system to purge certain data files for house keeping purposes etc at the same time? IE: the system automatically purges old check, labor, electronic journal files etc. Could that cause the issue?

 

[jd11111]

We have been monitoring the 3700d log and haven't found anything with the autosequences, but I'll look through them again. The issue resolves itself after a few minutes - we don't have to restart anything.

As for the purging, there is nothing that is set to happen at this time. The timing of this is around 6:00-8:00 pm on the same day of the week. Although it always happens within the same few hours, the actual time is very inconsistent.

Thanks for the help - it has been driving me crazy trying to figure this one out!

 

[DrZogg]

hi,
Working with another POS company, their software freezes when Internet Explorer looks to update the Root Certs for IE. they turned this off and all running good. (Not Micros system though)

 

[TobeThor]

POS systems generally have settings for daily data backup routines, any chance they are just backing up data files?

What about settings re: a 24 hr operation. POS systems also have settings that address this issue. Each day must have a beginning and an end, open checks must roll over, labor totals etc. Even thou you may not be a 24 hr operation, any chance they have settings turned on as if you were?

 

[jd11111]

TobeThor: thanks, but I have already checked all of these things. This happens only on one day of the week and it happens to be the day that we schedule a sysem reboot.

 

[DrZogg]

There is that MR3 patch uploaded also you might want to try if you are on RES4.8

 

[jd11111]

DrZogg, when IE was causing problems, did they notice the issue only when IE was running?

 

[DrZogg]

IE was not running.