Current Known Issues: (Updated 07/22/2025)

 

Online orders not working/ CC payment error

Stores may experience the following symptoms:

Unable to receive online orders

Credit card terminals fail to process transactions

Store is not showing up on the real-time dashboard or network

These symptoms typically indicate that the Cisco Meraki MX64 security appliance is offline or not functioning correctly.

✅ ACTION REQUIRED: Restart the Cisco Meraki MX64
Estimated Time: 5 minutes
Step-by-Step Instructions:
Locate the Cisco Meraki MX64 Device

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This is usually a small, silver/gray box labeled "Meraki" with indicator lights on the front.

It is typically found in the network cabinet, or near your network equipment.

Unplug the Power Cable

Remove the power cable from the back of the MX64.

Wait 30 seconds.

Plug the Power Cable Back In

Ensure the connection is firm.

The front LED should turn solid white within 2–3 minutes.

Verify Network Recovery, Pulse screens may be frozen and require a reboot of that computer as well

Confirm that:

Credit card terminals are functioning

Online Orders are coming in again

Store appears online on real-time dashboards

If the Meraki has a white light but the issue persist:
Contact Global Linking Solutions immediately: 📞 1-866-558-1920

You will need to be able to provide them your store number and be onsite to troubleshoot with them. Let them know the VPN tunnels are down and you need a remote reboot of your MX64.

Restarting the MX64 does not erase any data. It simply resets the device’s network connection.

Avoid pressing the reset button on the device unless instructed by Store Support.

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Phone payment Terminal isn't connecting. (8/1/2024)

If your store is having issues connecting to the WIFI Credit card terminal. First you will need to restart the WIFI. (See instructions below). Once you have restarted the wifi you will need to restart the terminal. To restart a link 2500 To restart an Ingenico Link/2500 card reader, you can press and hold the yellow button and the # button simultaneously for about three seconds until it displays Shutdown. Once the terminal is powered off press an hold the green button to power it back on.  

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Flex client is not Connecting 

If your store is having issues connecting to some clients to PULSE, Shoulder surfing or Delivery Dashboard, you will need to reset the Wi-Fi. You just need to find the power adapter (see Picture) to the wifi and unplug the power cable for 10 seconds and reconnect it. The power supply should say Cisco on it. After resetting this your wifi is still not working please contact Global linking solutions (GLS) or submit a ticket. Do not call globalcare for networking issues, they can only help with Pulse. GLS helps manage and oversee the router area of stores. They work with internet service providers in certain situations and more specifically manage configurations and things regarding the Meraki router and Wi-Fi. 

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Flex client screen is zoomed in or out: 

You MUST have a keyboard connected before continuing. If you don't have a keyboard connected to the client "borrow" a keyboard from another computer

• Select the blue arrow in the top-middle of the display. (If this is not present, click or touch five times in the bottom right corner.) 

• Click on the diagnose option.  

• Press “CTRL” + “0” (zero) at the same time (do not use the number pad).  

• Turn the client off for at least two minutes to ensure it fully loses its session to Pulse.

• Turn client back on and the zoom should now be reset.​

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Split Makelines only displaying carryout orders (10/14/2022)

If you are only seeing delivery or non delivery orders on the makelines you will need to point that workstation back to delivery / non delivery orders

• Pulse Toolbar

• Master Settings

• Store

• To Change makeline to Delivery

• Station Settings In the drop down of stations find the one that is labeled 0XXXX-0X-PTB-2X (there should be 2 stations named in the 20's)

• Change makeline to Delivery on all stations 0XXXX-0X-PTB-2X

• To Change makeline to Non Delivery

• Station Settings In the drop down of stations find the ones that is labeled 0XXXX-0X-PTB-0X (there should be the same last number as stations in the 20's)

• Change makeline to Carryout on all stations 0XXXX-0X-PTB-0X

• Click Back arrow on top

• -Check makeline to confirm delivery orders are showing up on the right side of the screen.

If you continue to have problems text 636-206-2118 with your name and your store number and what issue you are having.

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User Account is locked out 

• Currently there is no explanation why this happens

• Once the account is locked there is a 30 minute timer started. Each time you try to logon will reset the timer for another 30 minutes.

• If this has happened at your store before there should be an open ticket until this is resolved. You can check PWR> Globlcare for ticket numbers.

• If they ask for a password please text 636-206-2118 with your store number and what the issue is to get a ticket opened with globalcare.

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Cutting Edge receipts not printing 

If receipts are not printing please confirm receipts are turned on. It is not know why or how this is disabled. 

-Pulse Toolbar

-Setup

-Options

-Store Parameters

-Printing

-Make sure top Button labeled Receipts is green and After makeline is Green. 

-If any changes are made, click apply, close setup, and then Click Utilities and click IIS Reset 

-Restart Makeline

-After confirming all the settings it is still not printing please submit a ticket.

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Flex Audio Settings 

You MUST have a keyboard connected before continuing. If you don't have a keyboard connected to the client "borrow" a keyboard from another computer

Restart the client. 
Turn the client back on.  
Repeatedly press “CTRL” + “ALT” + “S” at the same time until it boots to a desktop-like screen. 
Select “US”, with the time next to it, in the bottom right corner of the screen. 
Click on audio icon (looks like a speaker) and ensure it is blue (not grayed out or slashed) and the volume bar is set to max. 
Click on the headphones icon and ensure it is set to proper output (HDMI for display audio, headphones for auxiliary and or USB speakers). 
Restart the client. 
The audio should now be working correctly if the client was previously muted or set to the wrong output.
If the device is running Pulse, you can test sound by testing Internet alerts from Master Settings. 

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Credit card reader connection error. 

How to Resolve the Connection Issue

• Close out of Order Entry on all computers.

• After the first step is completed, click on the Pulse Utilities menu and select Back Office.

• Select IIS Reset (see below)

• Once you click IIS Reset, wait 60 seconds, then launch order entry again, and attempt sending to terminal.

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