Reports not printing from Micros Res5 system when not previewed

[mephit]

Hello,
I'm trying to troubleshoot an installation of Micros 3700 Res5; the back office printer will print reports from the autosequence and reports module, provided you preview them and print from within the preview. If you select the print option from file, nothing happens; if you select the option to print when you have the choice of preview or print, it will pop up a window reporting that it is processing the file and then nothing happens. Does anyone know of any logs I can enable to see what is happening here, or know of a quick fix for this issue? I've currently set the manually run EON autosequence to preview the reports so the site gets their nightly reports, but would like to have them be able to select the run option and walk away without having to manually print each report.
Thanks, in advance for any help.

 

[DJensen999]

I've run into several issues getting Res 5.0 or higher to print directly to a printer from Autosequence. Printing to a local file then calling a batch file to spool them seems to get around the issue.

 

[Moregelen]

Out of curiosity, you've done the obvious and set the default printer in POS Configurator -> System -> Restaurant, right?

 

[mephit]

Thanks DJenson999, may end up having to do that if I can't find a solution. Any idea why it happens to some RES5 and not others?

Yes Moregelen, did that and it shows as the default in printer setup in the Autosequencer. It is a vexing issue.

 

[Moregelen]

You can check the 3700d log to see if anything is showing up. Micros\Res\Pos\etc

 

[DJensen999]

Not exactly sure why it cropped up in 5.0 and later, but the 3700d.log will show lots of "signaling automatic reload" (often every minute) and "str_mutex timed out" messages from Autosequence when the issue occurs. Generally takes a reboot to get things working again after.

 

[pmegan]

Do you have a default printer set in the restaurant options section of the configurator? If you do, try deleting it and leaving that field blank.

Also, is the autosequence service running as the system account or with a login?

 

[DJensen999]

The issue happens with the default printer defined or undefined.

Autosequence is running as the Local System account here... and a quick search leads me to Link, which provides a couple of ways to potentially work around this. Looks like the Res 5.x installer should have used the "Local Service" account instead. Thanks for the lead, pmegan.

 

[pmegan]

No worries. Let us know if that solves your problem, or if you find something else that does. There are going to be a lot of us doing Res5 upgrades so having this info ahead of time will be priceless.

 

[mephit]

We changed the autosequence service to use the admin login, which seems to have corrected the problem. Thank you all for the replies.