This section will guide you through the device issues most commonly encountered by 1st line support.
Each section contains guides to different actions you can take to identify the root cause of the issue and resolve it. Should the issue persist after your initial support attempt, please contact Crave 2nd-line support for further assistance.
A Device is Stuck in a Reboot Loop
If a device is continually stuck on the Crave loading screen without ever displaying the guest-facing or console user interface, refer to the below points to identify the root cause.
Check The Device's WiFi Connection
The first thing to check is that the device is properly connected to WiFi. If the staff console has no WiFi connection, it will not receive orders. Review how to connect a device to WiFi below.
If the device is fully connected to WiFi and orders aren't appearing then the routing for the order items should be reviewed to ensure that the staff console(s) in question are assigned to it. Learn how to create and adjust order routing below.
If the WiFi connection and the order routing appear to be correct, review the software versions that the staff console is running. If they do not reflect the latest versions then it would be advisable to update them. Learn how to remotely update a device's software below.
Content is Out of Date /Content Changes Are Not Displaying
When a client reports that the content on a tablet is out of date or that some changes made recently are not displaying, it is important to understand if this is affecting a specific tablet or small group of tablets, or the entire property.
Check The Device's WiFi Connection
If it is a single device or a small group displaying this behaviour, the WiFi connection should be checked for each as a first step. Review how to do this using the guide below.
If, when attempting to connect a device to a WiFi network, no options appear in the tablet's Management Menu, the WiFi option may be disabled in the device's core Android settings. To resolve this, you shall have to access the Android Settings and reenable WiFi using the below guide.
If a device has suffered obvious physical damage (such as a cracked screen) or is exhibiting behaviour indicative of a damaged/faulty component (batteries not holding charge, disruptions to the LCD screen etc.) then these should be logged in FMX for further diagnosis.
The Emenu is the Crave software that the entire Crave tablet solution runs on. If the device ever indicates this is not installed when it is starting up, the software must be installed for the device to function. Refer to our software installation guide to help resolve this.
