So, you've introduced MondoMenu in your venue and you're having some issues with printer dockets. There are two quick checks you should do to make sure your printer connection is working correctly:
1. Check the QZ Tray Application is running
The QZ Tray Application is the software you downloaded when you were onboarded with Mondo Menu and it must always be running on the computer that connects to your printers (it can be minimised, but it must be running). If this application is not running, MondoMenu can't talk to your printers and no printer dockets will print.
The QZ Tray icon looks like this when it's running correctly (you should see it in your taskbar at the bottom of your Screen:
2. Ensure MondoMenu and your browser are always current
While MondoMenu lives in the cloud, your printer settings are in your local network. This means that while you can access Mondo Menu from anywhere, you must have Mondo Menu open on the computer that is connected to your printers for printer dockets to print successfully. It can be minimised and running in the background if you're using the computer for another purpose or if it's also your POS machine.
You should also ensure that before service every day you open the portal on this computer, refresh, logout and log back in again, just to ensure that all of your settings (including the browser) are current. The QZ Tray Application will automatically open when the computer is shut down and restarted.
When do dockets print?
Dockets will print automatically when they hit the live orders screen in your Mondo Menu portal (orders screen). You can also manually print dockets from the live order screen by selecting the print icon on the order. A note will print on the docket to say that it is a "Reprint".
Preorders will sit in the preorder screen until the scheduled time, less the preparation time. At this time the preorder will move to the live orders screen. As an example, if a preorder is scheduled for 6pm today and the waiting/preparation time you have set in your portal is 30 minutes, the preorder will move from the preorder screen to the live order screen at 5:30pm
You can also print your pre-orders from the preorder screen, but this does mean they will not print automatically when they move to the live order screen. The rules are:
If you have already printed an order from the preorder screen, you can still manually print it from the live order screen
If you don't print your pre-orders from the preorder screen, then they will automatically print when they move to the live orders screen. You can also manually print them from this screen.
Support from Mondo
If you're in service and there is an issue with the software that impacts your ability to provide the MondoMenu service to your customers, please contact your MondoMenu Onboarding Consultant by phone. Printers can be temperamental so it's always best to let us know if you have a problem when it's happening.
You can also contact our helpdesk at any time by emailing support@mondoconnex.com. We also like feedback as it helps us improve our offer. If you have feedback or any other scenarios that require help with troubleshooting, please let us know either by email or phone.
Lastly, don't forget there's a help icon in MondoMenu in the top right corner. You can access help from here as well, or if you can't find what you're looking for, you can send us a direct message.