OnQ 5

Contents:

• Installing eForms for the first time or adding a new workstation / printer
• Registration Setup for the printing of your registrations on stock or plain paper.
• Solving common problems and understanding known issues.

OnQ5 is supported by Hilton for electronic forms including the folio receipt, registration slip or registration key packet, statements and zip out. The printing of Invoices (ARNETINV.RPT) is supported as of version 5.13.06. The following notes are intended as a handy reference for Hilton Support personnel.

The only printer driver approved for eForms use at Hilton properties by Hilton (Calvin Jenkins) is the HP version of the HP Laserjet 4 driver

Note: If the right most tab in the printer properties (click Start, Settings, Printers. then right click on the driver and select Properties) is "Device Settings" you have installed the Microsoft Version of the HP Laser Jet 4 printer driver and this version does not support e-forms. Check the X drive for the "Hilton" renamed HP Laserjet 4 driver

However, we recommend that you use our renamed version of the HP driver, since the name leaves no question as to which driver is installed. Also, Windows XP apparently has a bug (found by Dave DiPietro) that causes it to not actually install a new driver when one of the same name was previously installed, even if the previous version was deleted. Our "version" of the driver is available at X:\drivers\printers\wxp\hiltonhplj4 or from our web site at
http://www.efplus.com/images/hplj4n.exe or
ftp://www.efplus.com/pub/hplj4n.exe

Installing eForms

The eforms fonts should be installed in the printer using the same procedure as in OnQ 2 (aka System 21). See:
http://www.efplus.com/techref/app/pms/system21/cd210/fontinst.htm The fonts used in the printer driver are available on the X drive at X:\drivers\efpforms\efps21d.pcm, and from our web server to the Hilton domain only, at
http://www.efplus.com/hilton/efps21d.pcm

OnQ needs to be directed to use the correct printer driver. Click on "Reports" then pull down the "File" menu and select "Printer Assignments". Click on the "White paper printer" and change the pull down next to "printer" to the approved driver. Click on the "Folio paper printer" and again, set the printer.

Make sure receipts print correctly (with the Hilton family logos, etc...) before moving on to setting up the registration, invoice, statement, and other forms.

Registration Form Selection

There is an item in Database Maintenance under "Hotel Defaults", "Receipt Printing", called "Use keypacket format when printing pre-reg cards." Turn that on if you are using the Registration Keypacket stock ( re-order here ) and turn it off if you print registrations on plain white paper. note: despite the name  of the item, it applies to any registration printing, not only to pre-reg.

Small Registration Key Packet (for Homewood and optionally for Hampton Inns) In version 5.13, there is a new option in addition to the "Use keypacket..." option. This is for a smaller, letter sized version of the registration key packet stock which folds up into a small key jacket, 2 guest ID cards and a registration slip. It was commissioned for the Homewood Suites brand but could be used by any hotel and is probably a great fit for the Hampton Brand. To activate this option, first you must order the new stock from us. Please click on your brand for setup instructions: Homewood or Hampton Inn.

Printing Guest ID cards on Registration Key Packets. If you have the latest version of OnQ5, with the updated REGKEYP.RPT file, and use the "Wide" folio format (with 3 dollar columns "Debit" "Credit" and "Balance") and an appropriate eForm image, you can print guest ID  cards on the inner flaps of the keypacket. Just go to Database Maintenance, Hotel Defaults, Hotel Information, and add a Tilde (the "~" character) somewhere in the Hotel Name field. Verify that you have the new FOLIOREG.RPT file by looking for the period on the registration slip, just above the guest name and indented about 1/2 inch.

Adding Messages to the Registration Slip. Any short message can be added to the registration slip by typing it into the "Pre-registration information text" field in the "Receipt Messages" section of Hotel Defaults under Database Maintenance. Other areas of the registration can be customized by changing the eForm. See: Need to change text or logos on the eForm

Known /Common Issues

• Refresh problems (problems with new printers and workstations)
• Printer does not print at all with the BOX attached
• The Guest Information (guest name, dates, etc...) does not print
• Stock pulls from the wrong tray
• The eForm does not print (Logos, lines, boxes, labels, etc...)
• Need to change text or logos on the eForm
• Registrations print incorrectly, but the folios are ok
• Statements print incorrectly, but receipts/folios are ok
• Update: New version of OnQ installed
• The room number and dates are cut off on the left side of the receipt
• There a strange/wrong date printing to the right of the arrival date where the arrival time should be printed

When you try to print, the printer does not print at all with the BOX attached and you get a message on the workstation saying that the job failed to print.
Did you just get Refreshed with all new equipment? If you have SmartBOXes, and your old IBM printers were replaced with HP printers (3005d)  the SmartBOX will normally work just fine, however, if you have HP printers, you may see a dull red light on the box and be unable to print when it is connected. This is caused by a missing or damaged A/C adapter. SmartBOXes will try to pull power from any source, even from the printer or workstation through the data connectors in order to keep operating; on the less energy efficient IBM printers, this could be enough and the SmartBOX might have continued working even when the AC adapter fell out or was removed. On the new HP printers, the SmartBOX needs the extra power supplied by the A/C adapter; the printer supplies just enough power to light the light on the SmartBOX, but not enough for it to operate correctly.

To see if the A/C adapter is working, disconnect the SmartBOX from everything: From the printer, from the cable going to the desk, and from the AC adapter. Keep disconnecting until the light on the BOX is OUT. the light must be completely out before you continue. Now, look at the edge of the BOX between the two big metal connectors that cover either end. Find the little round socket in the square hole with the metal pin inside. This is were the A/C adapter needs to be connected. If there wasn't anything plugged into that hole, check under the desk for a "Condor" brand 6VDC positive center A/C adapter (aka "Wall Wart"). If you don't have it, the SmartBOX will not work. Please do NOT try any other AC adapter you find, as this will void your warranty. Use only: OUTPUT: 6VDC 800mA with 2.5mm plug and positive center. When you plug the A/C adapter (and nothing else) into the SmartBOX, you should see a bright light on the SmartBOX at least for a second or two. If not, the A/C adapter is not working, not plugged in, or damaged. Replacements are available; please contact us.

Does your new printer not have a place to connect the SmartBOX? The new HP LaserJet p4015n printers supplied by Hilton have "EIO" slots rather than the standard parallel port connector that the SmartBOX is made to connect to. However, Hilton DOES send an adapter called the "HP 1284B Parallel Card" (HP part number J7972G Click here for a picture of the unit) that will convert the EIO slot into a standard parallel port which you can then plug the SmartBOX into. Sadly, the install teams don't seem to have the installation of that device on their script, so they may not put it in for you. If you can find the adapter (it came in the "Open First" box) you can install it yourself with the included instructions and all will be well.

If the light on the SmartBOX is blinking bright orange/red then it needs to be reloaded: Press the black button on the side to clear the error and contact us for an "Update" email to reload the forms into the BOX.

When you print, the guest information does NOT print (the name of the guest, the arrival date, the departure date, etc...), but the logo, signature box, lines and so on DO print. Restart the workstation.

Is your stock pulling from the wrong tray?
Did you just have a printer replaced or serviced? You probably need to check for the eForms device to make sure it was moved to the new printer. If you use the legal sized Registration Key-Packet stock, you will need to configure your printer (especially the IBM IP 1222 or 1422) to use the correct trays. If you use Small (HomeWood) Registration Key Packet Stock or Small (Hampton Inn) Registration Key Packet you may need to configure your printer, especially the HP LJ 3005. For Statements, see "Statement problems" below.

When you print, the guest data DOES print, but the form image does not print (logos, lines, signature box, etc...).
Did you just have a workstation rebuilt or replaced? That workstation may need to be configured to use eForms and if you use the legal sized Registration Key-Packet stock, you will need to configure your system to use that layout. If you recently had a power outage or lightning storm, the SmartBOX may need to be reloaded with your eForms. Completely disconnect the BOX and reconnect only the AC adapter to see if it is working; if the light on the BOX starts blinking red, contact us for an "Update" email.

Need to change text or logos on the eForm such as the USA today from 50 to 75 cents or add a debit disclaimer? Mark up the changes on a sample and fax it to us at 951-587-9744. We will mock up the changes, tally the costs and send a proof / quote for approval. It would be great if you could include your Inncode, Contact Name and eMail address.

Updates: Problems after an update to a new version of OnQ

After an update, on the receipt, the room number and arrival and departure dates are cut off on the left side. If you compare the receipts you printed before the update with the receipts after it, you can clearly see that the DATA (room #, etc..) moved and NOT the eForm. This is a known problem in OnQ and nothing EFP Inc. can do will fix it. We have been told that there is a fix which will automatically install some time after the initial update.

Is there a strange date printing to the right of the arrival date where the arrival time should be printed? This is a bug in OnQ 5.15.30. Neither EFP Inc. nor the Hilton help desk can fix this problem. Please contact your brand management and request that OnQ development change the field type from "date" to "time" on this RPT file in Crystal Reports designer.

Users of Registration Keypacket find registrations printing on plain paper

See "Registration Form Selection" above or for Homewood properties migrating to the new small stock, see Homewood Registration Key Packet

Misalignment of rate change data on Registration Key Packet

This is a known problem in OnQ5.11 (defect #12537) and is scheduled to be fixed in 5.12. It has re-appeared in 5.13.06 There is nothing EFP Inc. can do to correct this problem.

Statement problems

There are four different  known issues regarding statements in OnQ5:

Window Envelope Alignment (address too far right and in smaller font) and printer duplexes form or prints second page with address: In the AR section, pull down the "Action" menu and select "Options". On the "AR Defaults tab", the "Use Preprinted Forms for Statements" check should be OFF. This option is intended to support "infoseal" stock in a duplex printer and should not be used at hotels printing statements for mailing in windowed envelopes.

Window Envelope Alignment (address too high): Properties migrating from OnQ2 to 5 may be dismayed to find that the bill to name and address no longer fit in the window of a #10 envelop. eForms do not control the placement of the data and so we can not help. OnQ 5.12 will align this data with the window, to the possible dismay of anyone who purchased custom window envelopes that work with the existing alignment.

Missing Company Name: Some Hampton Inns (this only affects Hamptons) may find that after the migration from OnQ2 to 5, the company name of a guest will disappear when printing statements.  This occurs because the address is being printed too high (see above) and is running in to our graphic area at the top of the page. This should be corrected in 5.12, but in the mean-time, please contact David Vega for an update that will work around this issue.

Misalignment of form in detail data: This should have been corrected along with the update that added the Olympic sponsorship logo to the receipt and changed the USA Today price from 50 to 75 cents on the registration. If you don't have those changes, your statements will also probably not align correctly when you migrate from OnQ2 to 5. The update should have been sent to your GM sometime before September 1, if you don't have it, please contact us for a new copy of the update.

Posting detail is not a statement: The electronic form option for Statements is not designed to work with posting detail. To print statements, from the front desk program, select the Other Options menu and choose Accounts Receivable. Highlight the company you wish to print statements for. Next, press the Print button and select Net or Detail and other options as needed. If the options you see are for Net Transactions or All Transactions, then you are in posting detail rather than statement printing. eForms are NOT currently supported for the Posting Detail data that becomes available after you double click on the company. This would be the ARNETINV.RPT file

Misalignment of data on bottom part of receipt after migration from OnQ2 to 5

At Hampton Inns and other hotels that are printing the receipt with the optional Expense Report Summary: After migrating from OnQ2 to OnQ5, you may find that the data at the bottom of the receipt is not aligned well with the form. This is especially evident when printing a receipt with a large number of detail items. This problem is defect # 12,554 and it was scheduled to be fixed in version 5.12.x, but has not been as of 5.12.08.  The problem only appears when the "Expense Report Summary" is included as a part of the receipt. There is a switch that controls the printing of Expense Report Summary for all receipts. It can be found in Database Maintenance >> Hotel Defaults >> Receipt Printing >> ‘Print Expense Report Summary for all guest receipts.’ With this switch inactive (no check-mark), the front desk will continue to have the option to print the Expense Report Summary, but it will not automatically be printed. So: Avoiding the Expense Report Summary will correct the alignment. If you need that summary, there may be a patch available for this defect from the Hilton help desk; be sure to mention (defect #12,554).

Registration always prints even for guests whose reg cards have already been printed (pre-reg'd Hilton Honors members, etc...)

Under Start / Programs / Hilton... / Database Maintenance (you may need a manager to log in) / Hotel Defaults / Receipt Printing, Turn OFF (un check) "Reprint batch printed reg cards at check in"

No eForm overlay on Collection Letter

Support for eForms overlay on the collection letter has been removed from OnQ5 v13 (and possibly earlier versions as well). A corrected version of the ARACTCOL.RPT file which does overlay the eForm has been provided to OnQ support and development. No defect number is known for this issue.

Troubleshooting e-forms installations

In general: Electronic forms integration for Laser Printers is accomplished by installing a special font into the Windows NT Printer driver and making use of that font in Crystal Reports by adding a text field with nothing more than a period selected to print in that font.

\\(code)report\reports\reports2 from the workstations and C:\Program Files\HPMS\Reports\reports2 on the reports server

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