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SSOS Troubleshooting Scenarios


Updated

Below are a few common issues you may encounter when using SSOS. If you’re still having trouble after reading through this please submit a Help Center ticket and our team will assist you.

Differences between Connected and Online

  • In the Dashboard, a store will show if it is connected and online with colored status lights

    • A Green status light beside “Connected” means that the store is connected to the Olo API
      • If this light is Red in Dashboard, please refer to scenario 1
    • A Green status light beside “POS Order-Ready” means that the store is online and ready to accept orders
      • If this light is Red in Dashboard, please refer to scenario 2 

SCENARIO 1: Store is showing a Red status light for “Connection” in Dashboard

  • Services are either “stopped” or in “starting” status
    • Click Start from your Windows start menu on the taskbar, then click 'Run'
    • Type services.msc in the 'Run' box: A new window will open with a list of all of the services for the machine
    • Find the OLO SSOS and OLO Update services in the list. The status for each is in the second column
    • Right Click on both and then click “Start”
    • Make sure both services are in the “Running” status
    • Refresh the Dashboard after 90 seconds to see if the store is online
    • If the store does not show online, please move to the next step of this guide
  • Other common errors can be found by the completing the following
    • Navigate to C:\Program Files (x86)\Olo\Olo POS Service 1.0\Logs     


    • Open the log OLO-20xxxxxx (xxxxxx = YYMMDD for the date)
    • Scroll to the bottom of the log and look for errors similar to the ones we have bolded below
    • If any of the errors match, contact help@olo.com for additional support
  • Errors below can be found in C:\Program Files (x86)\Olo\Olo POS Service 1.0\Logs
  • Error during bootstrap - will try again in 15000 ms
  • System.Web.Services.Protocols.SoapException: Server was unable to process request. ---> Vendor not found
  • Error when downloading cloud configuration
  • System.Web.Services.Protocols.SoapException: Server was unable to process request. ---> Vendor username/password incorrect
  • Error when connecting
  • System.Net.Sockets.SocketException: No connection could be made because the target machine actively refused it 54.80.187.138:9292  <- Could be any IP in the POS whitelisting documentation
  • Error when connecting System.Net.WebException: The remote name could not be resolved: 'api.olo.com'

SCENARIO 2: Store is showing a Red status light for “POS Order-Ready” in the Dashboard

    • SSOS software has not started and is not ready to accept orders.
      • TrayApp Not Started
      • Navigate to C:\Program Files (x86)\Olo\Olo POS Service 1.0\Logs

                 

      • Open the log OLO-20xxxxxx (xxxxxx = YYMMDD for the date)
      • Scroll to the bottom of the log and look for an error similar to the error below
        • Tray not found. No process 'OloPosTrayApp' is running
      • If this information matches, please double click the SSOS icon on the desktop of the device

Having Printer Issues? 

  • Turn the printer off, hold the feed button down, and turn the printer back on. This will print the configuration from the printer
  • There will be an IP address for the printer (if it is a network printer) in the configuration
  • From the PC that Olo SSOS is installed on:
    • Click Start
    • Click Run
    • In the Run line type CMD
    • A black box will open and in the box type ping xxx.xxx.xxx.xxx (xxx.xxx.xxx.xxx is the IP address the printer gave you during configuration)
    • The printer will return either a successful try or a failed try four times
    • If the printer ping is successful, contact help@olo.com with this information
    • If the printer ping is not successful, contact your IT Department with this information


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