Summary
For Statler Hotel restaurant and bar staff: how to restart a POS terminal, what to do when several terminals are down, checks that will not transfer, and printing problems. Training and sign-in questions go to the Director of Food and Beverage; broken equipment goes to the IT help desk as a ticket first, with the Hotel System Manager for urgent cases after the ticket is submitted.
Body
About Oracle Micros POS
Oracle Micros POS is the point-of-sale system in the Statler Hotel restaurants and bars. Staff use the POS terminals to enter orders, print guest checks, and take payments. The restaurants and bars cannot take orders or payments without it, so several terminals down at once is urgent.
Who to contact
- Something is broken - a terminal, a printer, or several devices at once: log a ticket with the IT help desk (see "Still need help?" below).
- Training, sign-in help, and day-to-day POS questions: the Director of Food and Beverage.
- Card payments, refunds, and disputes: card processing is a separate system (FreedomPay). See FreedomPay Credit Card Processing: Payment Failures, Refunds, and Who to Contact.
Before you contact anyone
- Which terminal, and where it is.
- One terminal, or several? This is the most important detail.
- What the screen shows - the POS screen, a Windows desktop, an error message, or nothing.
- Is it the terminal, a printer, or a payment?
If one terminal is not working - try this first
- Restart the terminal. Press and hold the power button on the lower right-hand corner of the screen until it turns off. Wait 5 to 10 seconds, then press the same button to turn it back on.
- Wait for it to start up. The terminal signs in to Windows and opens the POS screen by itself.
- Check the network cable at the back of the terminal is firmly plugged in.
- If it still does not work, log a ticket with the IT help desk. Say which terminal it is, where it is, and what the screen shows.
If several terminals are down at once
Do not restart them one at a time. Log a ticket with the IT help desk right away. This is urgent, and it is usually a problem behind the scenes rather than with the terminals themselves.
If a check started on one terminal cannot be picked up on another
Restart the terminals involved (see above). If the check still will not move between them, log a ticket with the IT help desk and say which two terminals you were using.
If something is not printing
- A guest check, receipt, or credit card slip prints on the small printer attached to the terminal. Check it has paper. If it still does not print, log a ticket with the IT help desk.
- A kitchen order prints on the kitchen-line printers. See POS Kitchen Printers: Error Lights, Paper Jams, and Who to Contact.
- Orders are printing on a different printer than usual. Every printer has a backup, so this usually means the main printer is out of paper. Reload it.
Common questions
- The terminal restarted but shows a Windows desktop instead of the POS screen. Log a ticket with the IT help desk.
- I cannot sign in to the terminal. Contact the Director of Food and Beverage. New POS users are set up by Payroll after they complete PCI training.
- A menu item prints to the wrong kitchen printer. This is a menu setting. Contact the Director of Food and Beverage.
- The card reader fails but the terminal is otherwise fine. Do not try to fix the card reader. See the FreedomPay article.
- I need help with a POS report. Reports are in a separate system. See Oracle Micros Reporting and Analytics: Report Questions, Access, and Outages.
Still need help?
For something broken, the order is: the IT help desk (log a ticket), then the Hotel System Manager. For training, sign-in, and how-to questions, contact the Director of Food and Beverage.
Always log a ticket with the IT help desk first (itrequests@business.cornell.edu). If the situation is critical or urgent, you can then contact the Hotel System Manager directly, after you have submitted the ticket. Your manager or department director knows how to reach the Hotel System Manager and is empowered to do so based on their judgment.
Still need help? Contact the Cornell SC Johnson College of Business Helpdesk at itrequests@business.cornell.edu.
[authored via Jane by wbo7 on 2026-10-27 18:35 UTC]