topic Re: SKU ERROR - Items not scanning over Multiple Locations NOV-JANUARY in Enterprise & Multi-Unit Operator

SKU ERROR - Items not scanning over Multiple Locations NOV-JANUARY

jwalker — Fri, 06 Jan 2023 00:10:31 GMT

Has anyone encountered an issue with scanning items?

We have seemingly random sku menu groups that stop scanning and seemingly random locations across new england.

Only way we have been able to get around it is to force close and restart the Toast application, Customer service has not been very helpful, and no one can explain to me why it's happening or a fix is being worked on its effected 7 op codes so far for us.

Our locations do not share sku menu groups, each have their own menu.

Re: SKU ERROR - Items not scanning over Multiple Locations NOV-JANUARY

CommerceCait — Fri, 06 Jan 2023 20:25:01 GMT

We have experienced this as well, very infrequently, but more than a handful of times. The only deduction I've made, which may or may not be even be the cause, is that when I go into the Quick Edit for an item on the POS and scan the barcode into the SKU section, those items typically stop scanning some point down the road. If I enter the barcode through the backend using Advanced Properties or while editing the menu item, then these rarely have issues. Again, this is a very far fetched deduction but I haven't been able to make much sense of the problem either.

Re: SKU ERROR - Items not scanning over Multiple Locations NOV-JANUARY

Rob — Fri, 06 Jan 2023 20:31:23 GMT

Hey @jwalker, if you share your restaurant information, I can have an agent investigate this more. Maybe there is an issue with the location's Sku's communicating for certain menu groups because of how they were created. I'm not sure, as I don't have much experience with Sku's. A screen shot of the error code could be helpful too!

Re: SKU ERROR - Items not scanning over Multiple Locations NOV-JANUARY

jwalker — Sat, 07 Jan 2023 01:35:15 GMT

i deduced this as well, I spoke to management and we are putting all items in on the back end now , it is still happening. - also sometimes when you clock the physical button say... coke, then it may scan again after the button was hit. sometimes resync all data works sometimes it doesnt

Re: SKU ERROR - Items not scanning over Multiple Locations NOV-JANUARY

jwalker — Sat, 07 Jan 2023 01:39:48 GMT

Hi Rob,

No error codes pop up it just doesn't ring in on the terminal.

This is LPM Group - all locations have different sku menus - nothing is shared it has happened in over 30 locations from Pennsylvania to Maine

If i could get some feedback or tier 2 or above to assist that would be appreciated. This is a daily issue for us ive been crisis managing it alone Toast agents have given us nothing new to try

we force stop, restart resync * publish ect to get it working

Re: SKU ERROR - Items not scanning over Multiple Locations NOV-JANUARY

josh212 — Sun, 08 Jan 2023 10:57:14 GMT

I’ve also noticed though a lot of new skus unfortunately

Re: SKU ERROR - Items not scanning over Multiple Locations NOV-JANUARY

Rob — Mon, 09 Jan 2023 17:47:09 GMT

@jwalker Tier 2 will need a bit more information to investigate this, but I will get it moved to the right people if you can provide some SKUs that won't scan, this way we have an area to pinpoint and test to investigate that will be beneficial, feel free to shoot these SKUs to me or just have them ready when the Tier 2 team reaches out via email to schedule a time to discuss this issue!

Re: SKU ERROR - Items not scanning over Multiple Locations NOV-JANUARY

jwalker — Mon, 09 Jan 2023 20:49:27 GMT

There are no specific skus that end up not scanning, its groups, or individual items like diet coke and not the same group or item each time, they are different sku issues at every location.

i'll gladly speak with a tier 2 about it , someone of the menu team or well versed in skus and items , enterprise related would be the best. - this seems to be a issue with the version or system itself . - we've confirmed that there was no downtime with Internet at some of the locations. but for some reason like when the day resets sometimes things don't scan or fail to load on the POS, its happened on ELo1, up to new flexes, it seems to be a programming issue.

Re: SKU ERROR - Items not scanning over Multiple Locations NOV-JANUARY

Rob — Mon, 09 Jan 2023 23:00:15 GMT

Interesting, I am not too familiar with SKUs to offer help here, plus the added complexity of an enterprise location, but I will let them know!

Re: SKU ERROR - Items not scanning over Multiple Locations NOV-JANUARY

CommerceCait — Tue, 10 Jan 2023 15:16:15 GMT

Another thing I just thought of is that an item wont scan if the previous item is still waiting on an option choice, like size choice or modifier. Even if the modifier is optional, if we don't hit done and get out of that item, we can't scan anything. Does Coke have a size choice, or do modifier options pop up?

Re: SKU ERROR - Items not scanning over Multiple Locations NOV-JANUARY

jwalker — Tue, 10 Jan 2023 20:48:49 GMT

We thought of both of these as well, no such luck. , smart though I thought for sure it was causing the issue.