FAQ2019-10-23T17:44:11+00:00

FAQ

A continuación encontrarás las preguntas más frecuentes y las respuestas correspondientes.

¿Qué hago si el cajón portamonedas no se abre?2019-10-21T15:17:22+00:00

1.- Check that it is not locked with the key.

2.- Check that the ticket printer (which is responsible for printing the invoices and is always next to the POS), is on. If it is, on the front we should see the blue light on next to the word Power.

3.- Check that the drawer cable (which normally comes out of the back or bottom) is connected. In some models there is an RJ11 connector that allows the cable to be removed, although in most cases, the cable comes out of the drawer and cannot be disconnected.

4.- Check that the drawer cable is not damaged (or bent or broken) and that it is connected to the ticket printer.

* ¡Important!, it is possible that our ticket printer has an RJ45 port and an RJ11 port, which are very similar, but are not the same, nor do they serve the same. The drawer must be connected to the RJ11 port, which is the one shown below with a red box.

5.- If all these previous checks fail, we suggest you contact us.

¿Qué hago si la impresora de tickets no imprime?2019-10-21T15:20:03+00:00

1.- Check that the button shown below is activated in the Ategest (it must appear as is, although the color of the button may change)

If the button were as below, when charging, tickets would not be automatically issued.

2.- Check that the printer is on. If it is, on the front we should see the blue light on next to the word Power (which is the first). If it is not, we just have to go to the back of the printer and press the button to leave it in the position shown below (the button is sunk on the side of the | and the button on the side of the or).

3.- Check that the cable that connects to the printer is properly plugged. Although it seems to us that it is, it is necessary to tighten it well in case it is loose. The cable is plugged into the port shown below with a red circle.

* ¡Important!, even if the cable that connects to the printer is plugged in correctly, it is possible that our printer is not receiving power because the source is damaged, to check if that is the case, we have to check that the 2 cables (the cable that comes out from the printer and goes to the transformer, and the other one that goes from the transformer to the wall socket) is in good condition (without breaks, or bends), and in the transformer we see the light on as shown below ( the light may be blue or green, but it has to be on).

In addition, we must take into account that, since the transformer is arranged in 2 parts, one that connects to the printer (1), and another where the cable coming from the wall (2) is plugged in, it is possible that the cable that comes from the wall and plugs into the transformer, be it loose or loose, you have to tighten it well.

4.- Check that the printer is connected to the port where the technicians left it configured. Because the printer can be configured over multiple ports, our technicians mark the printer's communication cable with one color, and then mark with that same color the port where the printer has to be connected. Normally, ticket printers are usually marked in red, but if that is not the case, you can check the installation bill and it is indicated there.

5.- If all these previous checks fail, we suggest you contact us, but, before doing so, identify which communication cable is connected to your printer. The normal thing is that in the printer, in addition to the power cable, you have only connected one more cable, which is the communication cable (it can be USB, 9-pin Series, 25-pin Series or Network) and you can recognize it by looking at the image shown below.

¿Qué hago si otra impresora que no sea de tickets no imprime?2019-10-21T15:18:54+00:00

1.- Apply steps 2.- and 3.- of What do I do if the ticket printer does not print?

2.- Confirm that no works or repairs have been made that may have damaged the serial or network wiring, or even that the printers have not been temporarily or permanently relocated.

3.- Confirm that you have not changed your telephone company and / or internet provider, since it almost always entails changes in the network configuration.

4.- Check that the network cables at all points are connected (POS, switch and / or router and printer / printers) and are tight. When we are not sure if a network cable is properly connected, we can unplug it and when reconnecting it we have to press until we hear a 'click' as the "leg" of the RJ45 connector is well located.

5.- Check that the switch and / or router are turned on. It is very common that with network printers in the installation it is required to use switch and / or router, and although they are on, sometimes they can be blocked, so it is advisable to turn them off and on again and we see that the printers do not work and now They were on.

6.- If all these previous checks fail, we suggest you contact us.

¿Qué hago si un comandero no funciona?2019-10-21T15:20:41+00:00

* ¡Important!, the steps that will be detailed below are applicable if you have an Android mobile or tablet. The same steps cannot be applied to Vectron devices.

1.- Check that the mobile or tablet is turned on.

2.- Check that the mobile or tablet does not have a low battery level, since some devices are configured to save battery, and this can interfere when working.

3.- Check that the mobile or tablet has Wifi enabled.

4.- Check that it is connected to the corresponding Wi-Fi network, that is, to the network that the technicians left configured. To do this, we must first access the list of available Wi-Fi networks, and this can be done from Mygest itself by following these steps:

Click on the gearwheel that appears in the upper right corner of the screen. > Click on General Settings. > Click on Connection with the POS. > Click on Configure Wifi.

Once we access the list of available Wifi networks, it is necessary to identify which one we use to work. At this point it is important to keep in mind that 2 situations may occur:

  1. That the Wi-Fi network emitted by the client's router has been used (normally it is the router that the internet provider has installed).
  2. That you have used a Wifi antenna, or several, provided by

In the first case we can know the name of the Wifi by looking at the sticker that is on the bottom of the router, and, in the second, unless the client has expressly requested a name for the network, by default, COMMANDERS or ATECRESA is configured . Both in one case and in the other, if the Wifi network does not appear among the available networks, it is possible that this fault is the cause of our problem. In the first case we will have to contact our internet provider, and in the second we can continue with step 4.1.

4.1.- Check that the antenna is connected correctly, following this scheme:

5.- Check that the antenna or Wi-Fi antennas provided by us is on. Below are photos and specifications for each type of antenna ... 

Ubiquity Unifi Standar with a connected device (green)

If it is on solid green, then it means that it is on, however, if it is flashing green then it is starting or cannot be serviced. If it is orange then the antenna configuration is deleted. 

Ubiquity Picostation2 M2H

Unlike the previous model, this antenna does not have a single light, but several. If the first two lights are lit in green, starting from the bottom, then it means that it is on, however, if they are all on, it means that you have a device connected. 

  Ubiquity Loco M5

This model has the same behavior as the Ubiquity Picostation2 M2H, that is, if the first two lights are lit in green, starting from the left, then it means that it is on, however, if they are all on, it means that it has some connected device Unlike the previous 2 models, this model shows the status of the antenna at its rear.

6.- If all these previous checks fail, we suggest you contact us, but, before doing so, check if you open an error message when opening the Mygest program, such as' Connection error with the POS 'or' Identification error. Correctly register the comandero at the POS. Its serial number is XXXXXXXXXXXXXX '.

¿Qué hago si el visor no funciona correctamente?2019-10-21T15:21:09+00:00

It should be taken into account that if the viewfinder does not work as it should, this can occur mainly due to 2 situations:

1.- That the viewfinder does not show image or

You may have other USB devices such as a printer or scanner, which cause the USB consumption to be so high that the computer cannot provide enough power to the viewfinder to function properly. This situation is easily solvable, you can buy a HUB (also called Switch) that is USB and self-powered, that is, that brings a cable to provide power to this device.

2.- That the display shows characters

You can solve this problem by following the steps below:

2.1.- Disconnect the USB viewer and reconnect it exactly on the same port it was on. As indicated in the red box of the following image, the USB ports are usually located at the bottom of the device, all together, and are marked with the text USB1, USB2, USB3, etc.

* ¡Important!, if you do not connect the viewfinder to the same USB port it was in before disconnecting it, surely the viewfinder will not work.

Once disconnected and reconnected, you must exit the Ategest3 program and re-enter.

2.2.- If the problem has not been solved with the previous step, the next step is to check the type of viewfinder you have. You can have a line viewer (image 1) or an LCD screen (image 2). In case you have a line viewer, then we suggest you contact us, but if you have an LCD screen, there are other checks that we can perform and which are indicated below.

2.3.- Depending on the version of Windows your computer has, this step may vary:

2.3.1. For Windows 7, Windows 8 or Windows 1

Exit the Ategest program and once on the desktop, go somewhere where there is no icon and press and hold (or right click with the mouse) until you get the menu shown in this image:

Click on Screen resolution.

Check that 2 screens appear and that, having screen 1 marked, the settings indicated in the red boxes are the same on your computer.

Check that, having screen 2 marked, the settings indicated in the red boxes are the same on your device.

* ¡Important!, the name that appears on the screen may be different from the one shown in the image, but in any case, it does not have to show '2. Screen of …'

2.3.2. For Windows 10

Exit the Ategest program and once on the desktop, go somewhere where there is no icon and press and hold (or right click with the mouse) until you get the menu shown in this image:

Click on Display Settings.

Check that 2 screens appear and that, having screen 1 marked, the settings indicated in the red boxes are the same on your computer.

Check that, having screen 2 marked, the settings indicated in the red boxes are the same on your device.

Search the desktop for the icon shown below, and it will normally have the name 'eGalaxyTouch' or 'Calibrate screen'.

Double click on that icon and when the program opens, go to the 'Display' tab and check that the configuration appears as shown in the following image:

¿Qué hago si la pantalla táctil no funciona correctamente?2019-10-21T15:21:38+00:00

We consider that a screen does not work correctly, and it is a fault that you can try to solve yourself, when pressing at a certain point the pulsation is really done a little displaced in any direction. This fault occurs because the touch screen is descalibrated and you can recalibrate it by following these steps:

Search the desktop for the icon shown below, and it will normally have the name 'eGalaxyTouch' or 'Calibrate screen'.

Double click on that icon and when the program opens, go to the 'Tools' tab and click on 'Delete and Calibrate':

Once you press on that button, it will put the entire screen blank and show a red circle with a gray countdown, before those seconds pass, you have to press on the red dot in the center of the circle and hold pressed while the% that looks blue is rising. Once you have reached 100% load in that corner, you will have to repeat the process in the next corner, and so on until you have done it the 4 times that the process requires.

Once you have done it in the 4 corners, you will see an 'OK', a loading screen that will be active for a couple of seconds, and then recover the image of the equipment. That is when you can test if the calibration has worked. If you continue to fail, we suggest you contact us.

How do you take care of a POS?2019-09-12T19: 11: 40 + 00: 00

Our systems, like any computer system, are likely to fail due to problems or power cuts, so we always recommend installing a UPS. The UPS will provide your equipment with uninterruptible power for a few minutes, enough time to print the open tables and turn off the equipment correctly. This will save you trouble, time and money and the expense will make you more profitable.

Never turn off your POS from the button (holding it down for 5 seconds), as this causes the forced shutdown of your POS and could damage the operating system. The shutdown can be configured from the Ategest itself, when leaving it, or turning off the computer from Windows. It is also possible to configure the button for shutdown, provided that you have previously left the Ategest, to avoid database failures. If the power off button is set this way, just press it without holding it for a second.

Do not cut any wires. Take special care not to cut any cables, power or communication of any equipment, printer, Wifi antenna, switch, router, etc. It is common that it may occur due to ignorance or error, especially when repairs or works are made in the establishment.

Never disconnect the cables from your POS without first making sure that you are able to connect them again in the same place where they were. If the wiring does not connect in the same place, printers, coin drawers, etc. may stop working.

Avoid exposing the screen to direct sun, this will cause your screen to stop showing itself correctly over time. Also avoid placing it near any place where you are exposed to getting wet, either by possible splashes of water, beer tap, soft drinks, etc.

Do not use nothing hard to press on the screen, this will cause the use to deteriorate.

Do not clean the screen with abrasive products (strong), use specific screen cleaners or glass cleaners in water, and never spray directly on the screen, but always on the cloth to be used.

In certain installations that have this, ... printers, high-power WIFI antennas, and other peripherals, are connected using network cables, cables that necessarily reach a swich or the router of your telephone operator. If the switch / router is off, no peripherals will work that is by network, such as printers, antennas or comanderos.

How do I modify the header and invoice data?2019-09-19T16: 22: 48 + 00: 00

1.- Click on the CONFIGURATION key.

2.- and then CONFIGURE POS.

3.- From here there are 2 possible ways:

  • by keyboard or
  • by the Terminal Configuration module.

3.1.- By the keyboard:

3.1.1.- Click on the GENERAL OPTIONS key, PRINT.

3.1.2.- PRINT, TICKET DESIGN.

3.1.3.- Click ANNEX HEADER, and the header text window opens. Once modified click Finish.

Go to the PIE key to change the text of the ticket footer.

3.2.- By the Terminal Configuration module:

3.2.1.- Click on the POS CONFIGURATION key.

3.2.2.- PRINT.

3.2.3.- Click on Ticket Design, and you will find the space to modify the header text. Once finished, press Exit to save and exit.

¿Cómo habilito la escritura manual en MyGest?2019-10-23T17:31:44+00:00

Para textos libres podemos habilitar la escritura a mano en el comandero gracias al teclado ESCRITURA A MANO DE GOOGLE

Podemos descargarlo del siguiente enlace:

https://play.google.com/store/apps/details?id=com.google.android.apps.handwriting.ime&hl=es

Una vez descargado, abrir la app y seguir los pasos:

1.-Primero habilitarlo

2.- Botón de descarga de idioma (sólo pulsar, se descarga automáticamente el español)

3.- Seleccionarlo

Ahora cada vez que vayamos a escribir se nos abre un cuadro para escribir a mano:

Para volver al teclado normal, tendremos en la barra de notificaciones el icono de teclado para intercambiarlo.

¿Cómo eliminar/descatalogar artículos en Ategest?2019-10-23T17:39:31+00:00

Como bien sabemos no podemos eliminar ningún artículo que está presente en un documentos fiscales de compra o de venta.

Que tenemos que hacer cuando decidimos de no vender mas un artículo?

La forma sencilla y rápida para «eliminar» un articulo es de descatalogarlo.

¿Cómo?

  • Entramos en «Mantenimiento – Artículos«;
  • Buscamos el articulo con la «lupa» o F3;
  • Vamos en la pestaña «Propriedades»;

  • En «Tipo de Artículo» seleccionar «DESCATALOGADO»;

  • Pinchar «Intro» en el teclado;
  • Guardar los cambios con el «disquete azul» o F11