Table of Contents
Troubleshooting
Related Manuals for HME NEXEO
Summary of Contents for HME NEXEO
- Page 1 NEXEO | HDX™ Crew Communication Platform User’s Guide HM ELECTRONICS, INC. HME# PUB-00083 2848 Whiptail Loop, Carlsbad, CA 92010 USA Rev N 7/15/24 Phone: 1-800-848-4468 Fax: 858-552-0172 Website: www.hme.com Email: support@hme.com...
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Page 3: Battery Disposal
HME cares about the environment. Please consult the laws and regulations within your municipality regarding the proper disposal of expired or discarded batteries. Regulatory & Compliance See the - Regulatory, Compliance & Safety Guide online under NEXEO | HDX at: https://www.hme.com/qsr/drive-thru-user-manuals/ iii iii... -
Page 4: Patent Information
Patent Information The NEXEO | HDX™ Wireless System is covered by the following US patents: 10,826,765 10,756,973 10,756,972 10,520,629 10,484,241 10,263,843 10,024,993 9,917,731 9,885,799 9,639,906 9,408,022 10,993,088 11,310,634 11,356,561 11,452,073 11,463,491 Additional patents are pending. iv iv © 2024 HM Electronics, Inc. All rights reserved. -
Page 5: Table Of Contents
Important Safety and Usage Information ........iii Battery Disposal ................iii Regulatory & Compliance ............iii Patent Information ..............iv Chapter 1 - NEXEO | HDX™ Overview ..........1 Equipment ..................1 The Three Tiers of the NEXEO Platform.........2 The Home Screen .................3 Smart Battery Charger (AC70) Overview .........6... - Page 6 The screenshots used in this guide are only for illustrative purposes. The data and values displayed are simulated and do not reflect actual data from a real store or restaurant. HME is not responsible for equipment malfunctions due to errors made in other language translations based upon the original English version.
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Page 7: Chapter 1 - Nexeo | Hdx™ Overview
Chapter 1 - NEXEO | HDX™ Overview Congratulations on your investment! You are now equipped with the best wireless system avail- ® able for your business needs. The NEXEO system is designed for but not limited to Quick Service Restaurants (QSRs) and Stores that utilize a drive-thru. It delivers a clear, easy, and efficient way of communicating with your crew and customers. -
Page 8: The Three Tiers Of The Nexeo Platform
The Three Tiers of the NEXEO Platform. This guide covers all features offered by the NEXEO | HDX system. However, the features available are dependent on which tier you have purchased. Table 1.1 shows the features available with each tier. Each tier also has two drive-thru lane configurations: Single Lane or Dual Lane (Dual Lane in- cludes Dual Lane, Y-Lane, and Tandem Lane setups). -
Page 9: The Home Screen
Click on a dot or drag/swipe the screen to the left or right to view the other screens. Fig. 1.6 shows you the status of all system components connected to the Base Station. NEXEO | HDX ™ Fig. 1.6 Color-coded indicators are used to give a quick visual status of a feature or component. - Page 10 Table 1.2 for details. Alert: System alerts can be viewed here. Alert details include name, date, and time. Network: This provides you with your LAN (Local Area Network) and HME CLOUD status. Table 1.2 © 2024 HM Electronics, Inc. All rights reserved.
- Page 11 (see “Permissions and Log in” on page 14 of this chapter). Each menu option is covered by a chapter in this guide as assigned here in Fig. 1.8. NEXEO | HDX ™ See chapter 2 See chapter 3...
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Page 12: Smart Battery Charger (Ac70) Overview
Smart Battery Charger (AC70) Overview Position the AC70 within 10 feet (3 m) of the Base Station to be detected Charging Ports (x4) Storage Ports (x4) AC70 BATTERY CHARGER FRONT VIEW NOTE: The four ports on the sides of the AC70 are for storage only, they do not charge batteries. - Page 13 Flashing Red = Incompatible battery Red/Yellow Flashing Red & Yellow (alternating)= Fault condition Table 1.3 HME cares about the environment. Please check with your municipal laws or guidelines for the proper disposal of dead lithium-ion batteries. © 2024 HM Electronics, Inc. All rights reserved.
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Page 14: Headset (Hs7000) Overview
Headset (HS7000) Overview The AIO HS7000 Headset (Fig. 1.12) is an all-in-one wireless headset. It uses one BAT70 lithium-ion battery. Under normal use, the headset will operate for approximately eight hours on a single battery charge and will alert you when the battery charge is low. HEADSET HEADSET Side View... -
Page 15: Voice Commands
The following table provides you with a list of available voice commands. All voice commands must be initiated by the command “OK NEXEO” followed (within ten seconds) by a specific command prompt listed in Table 1.5. -
Page 16: Navigating The Screen
ru 1. Crew, and Front Counter). The person calling the group is immediately connected and is heard by all members of the group wearing headsets. If anyone in the group needs to respond to the caller, they must tap the Action key ( on their headset (all in the group will hear the re- sponse). - Page 17 On/Off Toggles: Tapping an OFF/ON toggle turns it on (if its current status is off, or off if its current status is on). Fig. 1.16 shows two features, one in the OFF state, the other in the ON state). Fig. 1.16 Drop-down and Pop-out Lists: The down-arrow in a field or next to the field indicates there are more options available to choose from.
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Page 18: Getting Started With Pairing And Log In
Getting Started with Pairing and Log In airing Before you can start using your system, you must first pair your headset with the Base Station. Pair- ing links the headset to the Base Station, allowing it to recognize your headset and communicate with it. - Page 19 Once your headset is successfully paired, one of two dialog boxes appears. If there are no crew profiles set up in the system, then Fig. 1.21 will appear. Tap the No, Skip button to continue as a guest (this will open the “Select Your Position & Options dialog,” see Fig. 1.23). Or, tap the Yes, Add New Crew Profile button (this will open the Create Crew Profile dialog, see “Chapter 2 - Crew”...
- Page 20 The other checkbox option is Allow headset to receive phone calls (see Fig. 1.23). Stores that have a landline telephone may wish to have it connected to the NEXEO system so that a NEXEO headset can be used to receive incoming phone calls. When this box is checked, the Action) key on a des- ignated headset keypad can be used to answer incoming calls.
- Page 21 NEXEO | HDX ™ A four-digit PIN is required to access the sidebar menu options such as CREW, DRIVE-THRU, MESSAGE CENTER, and SYSTEM. The Store Manager receives this PIN upon installation. You can record it here: ______ 1. Tap LOG IN on the sidebar menu (Fig. 1.25). This opens a dialog box and prompts you for a PIN (Fig.
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Page 22: Chapter 2 - Crew
Chapter 2 - Crew Only Installers and Managers can access and edit the features on this screen. Fig. 2.1 What is this screen for? This screen allows you to set up crew profiles for those using the system. 1. Tap on the blue + New Crew Profile button to begin. 2. - Page 23 Fig. 2.2 Fig. 2.3 To add another crew member tap on the + New Crew Profile button again. To Delete a profile, tap on the name of the profile you wish to delete and in the Crew Profile Detail dia- log, tap on Delete Profile (see Fig.
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Page 24: Chapter 3 - Drive-Thru
” if you would prefer to control this feature using an external on/off switch instead of controlling it here on the Base Station. (Contact HME Sales/Support if you wish to include an external switch with your system.) © 2024 HM Electronics, Inc. All rights reserved. -
Page 25: Lane Volume
Lane Volume Fig. 3.2 What is this screen for? Tap on the LANE VOLUME tab. This screen allows you to set volume levels for the speaker posts in your drive-thru. Individual controls can be used to adjust specific audio fea- tures. -
Page 26: Ceiling Speakers
Ceiling Speakers Fig. 3.3 What is this screen for? Tap on the CEILING SPEAKERS tab. This is where you can adjust volume levels for the ceiling speakers. Individual controls can be used to adjust specific audio features. Move the slider knob to the left or right to decrease or increase the volume, respectively. CUSTOMER VOICE: This controls the inbound volume for the customer’s voice from the speaker post microphone at the drive-thru lane’s order point. -
Page 27: Aot
NOTE: Automated Order Taking (AOT) also requires a connection with a service provid- er. Please contact your brand/chain administration for further information. This tab/page is only visible if your system is configured for AOT. Fig. 3.4 What is this screen for? Tap on the AOT tab. This is where you can adjust volume levels for your store’s Automatic Order Taking system. -
Page 28: Chapter 4 - Message Center
Chapter 4 - Message Center Only Installers and Managers can access and edit the features on this screen. Messages Fig. 4.1 What is this screen for? This is the message center where all your messages are available in one location and can be enabled or disabled. Messages found here can be prerecorded messages or cus- tom messages you create (see “Audio Files”... - Page 29 For more information on this, please consult the how-to instructional guide: Configuring ZOOM Nitro to NEXEO | HDX Alerts (pages 7 - 10) and document ZOOM Nitro Timer and NEXEO | HDX Crew Alert Communications Overview, found online in the Supporting Doc- uments Library of HME’s Training Portal (under NEXEO | HDX™...
- Page 30 forward” message will automatically be played from the Speaker Post or Menu Board #2. For ex- ample, in Fig. 4.3. when the customer in the red vehicle first arrived at Order Point 2, there was no customer in front at Order Point #1 so the Pull Forward message played requesting the customer to pull forward to Order Point #1.
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Page 31: Schedule
Schedule Fig. 4.4 What is this screen for? Tap on the SCHEDULE tab. This screen allows you to put together a sched- ule of features you have set along with the status of the feature, which can be adjusted here. New Schedule: Tap on the button to create a new schedule. -
Page 32: Audio Files
Audio Files Fig. 4.5 What is this screen for? Tap on the AUDIO FILES tab. This screen provides a directory of prerecord- ed audio sounds but also allows you to import or record custom messages for use depending on your needs. The navy ribbon across the screen tells you how many total audio files there are and the recording time remaining if you wish to import more audio files or record custom messages. -
Page 33: Chapter 5 - System
Chapter 5 - System Only Installers and Managers can access and edit the features on this screen. Settings Fig. 5.1 What is this screen for? Tapping on the SYSTEM menu option opens to this SETTINGS tab. Tap the SETTINGS tab for the drop-down list. This screen gives you an overview of the entire system and is primarily used by the installer and technical support for maintenance and updates. - Page 34 (it turns blue when active as in Fig. 5.2). Fig. 5.2 ® HME CLOUD: When set to ON, this screen shows your HME CLOUD connection details. While the Base Station can function without a registered account, customers are advised to register in order to get the most out of their system and receive updates.
- Page 35 ON to enable. The available voice commands are explained under headsets, see “Voice Commands” on page 9. Voice commands are not available with NEXEO | Core, to upgrade, see “System Tiers” on page 37. Voice Commands must also be enabled to use the Text & Connect feature. See “Text &...
- Page 36 Additional Positions: This page gives you a range of positions to choose from that best suits the configuration of your store. You can choose up to five additional positions. Just tap/click on a position tile to select it. When finished, save your selection (the Save button only becomes active after select- ing at least one position, see Fig.
- Page 37 Auto Snapshots/Factory: These are for factory default settings and cannot be edited or deleted. Restore is the only option available to return your NEXEO configuration to factory default settings. Maintenance Schedule: This option allows you to schedule a weekly or bi-weekly time for your sys- tem to reboot.
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Page 38: Troubleshooting
Troubleshooting Fig. 5.4 What is this screen for? Tap on the TROUBLESHOOTING tab. This screen provides you with system and component information that can help you troubleshoot when issues arise. From the drop-down list, select the option you wish to view. The information below covers the options in the Fig. 5.4 drop- down list. - Page 39 System Diagnostics continued: Fig. 5.6 - 5.10 gives you a preview of all five screens when each component option listed under System Diagnostics in Fig. 5.5 is selected (i.e., Base Station, Network, Audio, Speaker/Mic Posts, and AOT). Fig. 5.5 Fig. 5.6 Fig.
- Page 40 Fig. 5.8 Fig. 5.9 Fig. 5.10 This diagnostics section provides useful information for Technical Support when an issue occurs. They can connect to your system remotely and isolate the issue. It is also useful in the event that you © 2024 HM Electronics, Inc. All rights reserved.
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Page 41: Updates
See “Firmware Updates” on page 40. Snapshots: These are snapshots that were created and reside in the HME CLOUD. They can be applied to multiple stores or new installations requiring the same configuration setup as other existing stores in a franchise. -
Page 42: Chapter 6 - Help
QR code on the back page with a smartphone camera. This lands you on the User Manual’s page of HME Support. NEXEO guides are located under NEXEO | HDX and can also be accessed by going to: https://www.hme.com/qsr/drive-thru-user-manuals/... -
Page 43: System Tiers
System Tiers Fig. 6.2 What is this screen for? This tells you what subscription tier you have. Use the QR code to find out more about subscription tiers. If you decide to purchase a subscription upgrade, a red exclamation icon appears next to the SYSTEM TIERS tab. The blue “Install Upgrade” button will also appear. See Fig. -
Page 44: Troubleshooting
Verify the battery contacts in the headset battery holder and on the battery are clean and free of debris. Verify the battery is the correct type (only HME BAT70 batteries are valid, the battery is labeled on the back), The headset does not pair Verify the headset has a sufficiently charged battery and that the headset is powered on (the headset status LED illuminates). -
Page 45: Additional Troubleshooting
Base Station connection to be functional. A red exclamation mark like this indicates a new firmware update is available. If you cannot resolve problems with the information presented here, please contact HME Technical Support at 1-800-848-4468. © 2024 HM Electronics, Inc. All rights reserved. -
Page 46: Firmware Updates
A red banner like this is a prompt requiring attention. This banner contains the path to the feature or field requiring attention. In this example, you are asked to go to the SETTINGS tab of the SYSTEMS page. “Lane Setup” is found in the SETTINGS drop-down list. Once there, you will notice that the SPEAKER SELECTION field prompts you to “Select One.”... - Page 47 Fig. 6.6 5. The update begins and provides a progress status via the progress bar, Fig. 6.7 shows the update is 65% complete. The red exclamation mark disappears when the update is initiated. Fig. 6.7 NOTE: Updates can take several minutes to load and should be performed after hours to avoid service disruptions during business hours.
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Page 48: Glossary Of Terms
HME CLOUD: This is a remote server used by your system. It allows your system to access and store data via the internet. It also provides access to other systems in your network connected to the HME CLOUD. - Page 49 IP Address: Internet Protocol Address. A unique computer address that some electronic devices (such as computers or routers) use to identify and communicate with each other on a network. MAC Address: A Media Access Control address is a unique identifier assigned to a network interface controller (NIC) for use as a network address in communications within a network segment.
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Page 50: Chapter 7 - Aot
AOT (Automated Order Taking): Is a store-level functionality that uses a BOT to take customer orders in the drive-thru so that staff are available to perform other roles in the restaurant. NEXEO has built-in support for AOT to work seamlessly together if a store chooses to implement this technology. NEXEO AOT support is disabled by default and can only be enabled by an installer. -
Page 51: Chapter 8 - Hme Cloud
The default language is English. To change it, choose an available language from the drop-down list in the LANGUAGE field. HME Technical Support can also access your HME system through the HME CLOUD for additional help with remote troubleshooting, downloading debug information and upgrades. -
Page 52: Welcome
Quick Links to open. See Fig. 8.3. To the right of the Quick Links, is an access point to the HME Training Portal, which can help you with certain NEXEO features. Click the play button on the HME screen or the blue link at the bottom of the HME Training Portal tile to access the training portal. -
Page 53: To Access Your Nexeo Base Station Remotely
To access your NEXEO Base Station remotely 1. Select SETTINGS from the top menu bar. 2. The SETTINGS page opens and defaults to the STORES tab (Fig. 8.4). 3. Use the search fields to find your device. 4. In the STATUS column on the right of the page, a green dot indicates your device is online. Click on the device to open it. -
Page 54: Snapshots
Snapshots Snapshots allow you to save your system configurations. For example, perhaps your store hours are different during the summer months. You can create snapshots for different times of the year. This will allow you to change the snapshot each summer without having to manually configure the system each time. -
Page 55: Text & Connect
Text & Connect Text & Connect allows you to use a computer or smart device to send messages to active NEXEO headsets. The text message is sent via the HME CLOUD portal and converted to an audio message when received by the targeted headset user(s).This feature must meet the following prerequisites: The NEXEO base station must be online and registered. - Page 56 The NEXEO base station is now configured to receive text-to-audio messages from a remote device. Fig. 8.10 5. On a computer or smart device, go to HME CLOUD and log in using your account credentials. Fig. 8.11 © 2024 HM Electronics, Inc. All rights reserved.
- Page 57 6. On the top navigation bar, click/tap on the TEXT & CONNECT option (see Fig. 8.12). Note: If this option is not visible, your role may not have permission to Text & Connect. Check with the account owner/administrator to have this permission enabled. Fig.
- Page 58 tap). Once a box is checked, the MESSAGE field appears to the right. The example in Fig. 8.14 shows “Aaron’s base” selected. 9. Begin typing your message into the MESSAGE field (Fig. 8.14). The Send Message button at the bottom right becomes active once typing begins. The MESSAGE field is limited to 280 characters (which includes spaces), that number count is visible below the field and decreases as you type.
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Page 59: Chapter 9 - Specifications
RJ45 (x5), USB types A & C, PCBA mounted power supply & component headers Temperature Operating Temperature range: 0°C (+32°F) to +50°C (+122°F). Compliance See NEXEO | HDX - Regulatory, Compliance, and Safety Guide online HS7000 All-In-One (AIO) Headset Dimensions 5.2”... - Page 60 RJ45 port Temperature Operating Temperature range: -25°C (-13°F) to +60°C (+140°F). Compliance See NEXEO | HDX - Regulatory, Compliance, and Safety Guide online IB7000 Interconnect Box Dimensions (IB only) 5.68” H x 5.68” W x 2.05” D (144.3 x 144.3 x 52.1 mm) Dimensions (Cover only) 5.85"...
- Page 61 RJ11 and RJ45 connector type ports and two on/off switches Wireless Temperature Operating Temperature range: -25°C (-13°F) and +45°C (+113°F) Compliance See NEXEO | HDX - Regulatory, Compliance, and Safety Guide online © 2024 HM Electronics, Inc. All rights reserved.
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Page 62: Index
Audio 8, 22, 24, 26, 32, 33, 53, 54 Headset 1, 8, 12, 38, 42, 53, 55 Auto Reset Timeout 30 HME CLOUD 4, 28, 31, 36, 42, 45, 46, 49, 50 Auto Snapshots/Factory 31 HME Technical Support 36, 39, 45... - Page 63 Order Taker Voice 19, 20 Updates 27, 35, 40, 41 Outbound Noise Cancellation 29 User Snapshot 31 Outside Order Taker 18 VAA 29 Pairing 12 Voice-Activated Attenuation 29 Pull Forward 23, 24, 28 Voice Commands 8, 9, 29, 49 Record 26 Y-Lane 2 Release Sensitivity 30 Reminders 23...
- Page 64 NOTES © 2024 HM Electronics, Inc. All rights reserved.
- Page 65 © 2024 HM Electronics, Inc. All rights reserved.
- Page 66 A copy of this guide and much more including Regulatory, Compliance, and Safety information can be found under NEXEO | HDX by scanning this QR code or going to: https://www.hme.com/qsr/drive-thru-user-manuals/ © 2024 HM Electronics, Inc. The HME logo and product names are registered trademarks or trademarks of HM Electronics, Inc.
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