CBORD Support Troubleshooting

Troubleshooting Guide for CBORD Support.

Contact the Technology Help Desk at x1000 or [email protected] with any questions.

  1. PCS & HMS User Issues
  2. Terminal Offline
  3. Software Issues or Questions
  4. Scheduled Task Failure
  5. Terminal Hardware Problems
  6. Server Hardware or Software Problems
  7. Account Problems
  8. Photo Not in Online Directory
  9. Patron Does Not Exist in CBORD
  10. Datacard Problems
  11. User with HMS Account – Unable to Login
  12. User with HMS Account – Forgotten Password
  13. Misc. Questions or Problems
  14. Important Contact Information

1. PCS & HMS User Issues

Description : ‘Cannot Connect to Server’ error message.

Resolution : Norse Key has changed. Log off and back on or reboot the workstation.

2. Terminal Offline (appears to be properly connected)

Step 1. Double-check all connections if the terminal has moved recently or if anything out of the ordinary has occured. Record any error messages that appear. If the terminal is a Lyric, check the Green connectivity light and see if it is still flashing.

Resolution: Contact Heather Williams (Dining Services, x1030) and ask her to restart services.

Step 2. Shut down the register. Cannot reboot remotely. Rebooting does not work as well as shutting power off.

Resolution : If unit fails to come back online, contact CBORD.

Step 3. Is there a network issue?

Resolution : Contact Lane Schwarz (x1642).

Step 4. Problem is not resolved by any of the above?

Resolution : Have user, Supervisor, or Heather Williams contact CBORD Support.

3. Software Issues or Questions

Lyric, Epic III,  or Odyssey UI – Contact Heather Williams (Dining Services, x1030)
Micros Register – Contact Diane Narum (Dining Services, x1032)

4. Scheduled Task Failure

Contact Heather Williams (Dining Services, x1030) Have user, supervisor, or Heather Williams contact CBORD support.

5. Terminal Hardware Problems

Contact Heather Williams (Dining Services x1030). Heather Williams or Diane Narum contact CBORD support.

6. Server Hardware or Software Problems

Contact the Technology Help Desk (x1000) and have them contact Lane Schwarz.

7. Account Problems

Contact Heather Williams (Dining Services, x1030).

8. Photo Not in Online Directory

Contact Heather Williams (Dining Services, x1030) to re-run the process on her workstation.

9. Patron Does Not Exist in CBORD

Contact Heather Williams (Dining Services, x1030) to check for patron existence in Colleague and enter into CBORD if possible.

10. Datacard Problems (Armstrong Systems)

Description : Problems printing cards, printer communication, etc.

Contact Heather Williams (Dining Services, x1030).

The Technology Help Desk (x1000) is responsible for initial hardware issues and can connect with VNC to troubleshoot. Help Desk will provide hardware support only! Do not make any changes to Datacard projects or software.

11. User with HMS Account – Unable to Login

Contact Renee Bay (Res Life, x1330) to verify web account exists and to run process to active WebStudent account.

12. User with HMS Account – Forgotten Password

Contact Renee Bay (Res Life, x1330) to reset password.

13. Misc. Questions or Problems

Contact CBORD Support.

14. Important Contact Information

CBORD Support : 607-257-3665
CBORD Training : 607-257-2410
Armstrong Systems : 1-800-637-1541