Troubleshooting - HME SYS6700HD Operator Instructions Manual

TROUBLESHOOTING

In case of any problems with your SYS6700HD, refer to the following checklist . If you cannot correct
any problems using the checklist, call HME Customer Support at 1-800-848-4468 .
PROBLEM
Call tones heard in headset, but
"Empty Queue" is heard when the
"A1" or "A2" button was pressed.
When switching to "Drive-Thru Only"
mode, "Drive-Thru Busy" is heard in
the headset.
When pushing the "A1" or "A2"
button to try and talk to the Drive-
Thru customer again, I was connected
to a customer at a different location,
even though I didn't press the "B"
button to disconnect from the Drive-
Thru first.
When pushing the "A1" or "A2"
button to connect to a customer,
"Empty Queue" is heard in the
headset, even though there are
customers waiting.
When pushing the "A1" or "A2"
button to connect to a customer,
"Monitor Connected" is heard in
the headset, even though there are
customers waiting.
When connecting to a customer using
the Console, the display shows the
connection, but nothing is heard in the
headset.
When connecting to a customer using
the Console, the display shows the
location is busy, and "Stall xx busy" is
heard in the headset.
When connecting to the Monitor
Speaker "Monitor Busy" is heard in
the headset.
"Device Failed" is heard in the
headset.
No sound in headset when you press
headset button "A1" or "A2" and
speak into headset microphone.
38
PROBABLE CAUSE
An order taker using another
Base Station connected to the
customer first.
Another Base Station is already
in "Drive-Thru Only" mode.
The Drive-Thru customer will be
automatically disconnected when
the vehicle drives away from the
vehicle detector.
The Base Station is set for
"Drive-Thru Only" mode, which
only allows connections to
customers in the Drive-Thru lane.
The Base Station is set for
"Monitor Only" mode, which
only allows connections to the
Monitor Speaker inside the store.
The Console is set for a Base
Station other than the one for the
headset being used.
The headset is not turned On.
Headset defective.
Low or dead battery.
Headset failed.
Power off at Base Station.
Another Base Station is already
connected to that customer
location.
Another Base Station is already
connected to the Monitor speaker.
A Router, Console or Base
Station has stopped working.
Power off at Base Station.
Power supply in Base Station not
working.
Headset not turned on.
Volume not set correctly.
Headset defective.
Low or dead battery.
Headset failed.
SOLUTION
Verify on the Console display that there are
customers in queue.
Check the Console displays to determine which
Base Station is in "Drive-Thru Only" mode and
switch it out of this mode if desired.
When talking to the Drive-Thru customer,
listen for the headset to become quiet when the
vehicle pulls away.
Set the Base Station in the "Drive- Thru Only"
mode to allow connections to the Drive-Thru
lane only.
Using the Console, remove the Base Station
from "Drive-Thru Only" mode.
Using the Console, remove the Base Station
from "Monitor Only" mode.
Be certain the Base Station indicated on the
Console display matches the number on the
headset.
Turn headset on. Be certain light goes on.
Replace with another headset.
Check power light. If not lit, replace battery.
Call HME. *
Check circuit breaker for building.
Select a different customer location.
Wait for the other Base Station to disconnect,
and try again
Call HME. *
Check circuit breaker for building.
Check power supply indicator lights on Base
Station. If any light is not lit, be certain AC
power adapter is plugged into electrical outlet.
Turn headset on.
Be certain light goes on.
Adjust volume on headset.
Replace with another headset.
Check power light. If not lit, replace battery.
Use another headset. Call HME. *