UR Emails

ODBC

    12157 : Query ODBC Settings for Refresh Files
  1. goto Query.ur.com - enable account with "odbc refresh" as reason
  2. Click on Start
  3. Scroll to the bottom of the list of installed applications and expand the Windows Administrative Tools folder
  4. Launch the ODBC Administration application 64-bit
  5. Under the User DSN tab click the Add button
  6. Select iSeries Access ODBC Driver and click Finish
  7. Under the General tab enter the following information - Data source name: RM - System: QUERY.UR.COM - Click Connection Options, select the User Kerberos Principal option
  8. Click OK
  9. See kbase Testing Refresh Files for a file that can be used to test the ODBC setup using a known working Refresh file. If they get a popup when running the refresh to select a data source have them select the connection that was just created. They may get that prompt multiple times from the same refresh file, select the Query listing and click OK on each popup until the file completes the refresh
  10. Note that we do not support Refresh files beyond getting the ODBC for iACS application package installed and the ODBC data source configured for query.ur.com.
  11. For issues with their query account being disabled have them navigate to query.ur.com in a web browser, there will be an option there to enable their query account.

printer - barcode

    11051 : Set Static IP Address on a Zebra GK420d Barcode Printer
  1. After Setting IP address to Factory Defaults using the method above, Print a Network Configuration Label. See Print a Printer and Network Configuration Label section Kbase 11049
  2. You should now see network settings populated with the branches IP Scheme.
  3. Input the IP address from the Network Configuration label into a web browser.
  4. Click View and Modify Printer Settings
  5. In the Enter Password box, enter 12345 and click on the Submit Changes button.
  6. You may see the message indicating access has been granted click here to proceed DO SO.
  7. Click on Network Configuration
  8. Click on TCP/IP Settings.
  9. Enter the correct IP address for that branches Barcode Printer - IP address must match in Rentalman. Update device or Rentalman as needed. - Barcode Printers use the IP Address Range of .40-.49. Locations Barcode Printers should be set as follows: B1 = .41 B2 = .42 B3 = .43 etc.
  10. Ensure IP address, Subnet Mask, and Gateway is all correct for that Branch.
  11. Leave the Wins Server IP as is.
  12. Click on the drop-down arrow in the IP PROTOCOL window, select PERMANENT.
  13. Click on Submit Changes. You will then see Changes were successfully saved (temporarily).
  14. Click back on View and Modify Printer Settings
  15. Click on the Save Current Configuration Button.
  16. You will now see Configuration Saved
  17. Print a Network Configuration Label.
  18. You should now see the Static (Permanent) I.P. address you just configured. You should now be able to view the web interface with that I.P. address as well.
    11292 : Will not print from RentalMan
  1. Verify the printer shows Ready and the IP is correct, and that the IP address can be pinged. If not See KBase -Rentalman barcode printer IP address verification and reset (KBase 10902) - If the printer is not ready, see Troubleshoot the Barcode Printer Status Lights (KBase 10442)
  2. On Command line type WRKOUTQ UR###* (Replace the ### with the printer name followed by an *)
  3. Verify that the Barcode printer is listed - If a printer is not listed see Create a Barcode Printer in Rentalman (KBase 11122)
  4. Check to see if there is a writer listed for the barcode printer - If blank Start the writer (KBase 10726) by placing a 2 next to the printer and press Enter - Continue pressing Enter until you are back to the printer listing (3 times) - Press F5 to refresh the screen and you should then see a writer listed
  5. If there is a writer for the printer, and the status is valid, End the writer, and then restart the writer. - Next to the printer select 9 (Work with Writers) and press Enter - Next to the writer select 4 and without pressing anything press F4 - On the End Writer screen change the “When to end writer” field to *IMMED and press Enter - The screen will return to the Work with Writers screen and at the bottom should indicate that it is ending. - Press F5 to refresh and it should display (No Writers) - Press F12 to go back to the Work with All Output Queue screen - If blank Start the writer (KBase 10726) by placing a 2 next to the printer and press Enter - Continue pressing Enter until you are back to the printer listing (3 times) - Press F5 to refresh the screen and you should then see a writer listed
  6. If the Barcode Printer continues not to print, gather the following information and escalate to RentalMan Level 2- Location Number - RentalMan user ID - RentalMan Printer name - IP Address in RentalMan - IP Address on device - Ping Results - Steps taken to trouble shoot the issue

printer - rentalman

    10664 : Cannot print from Rentalman, but Local Documents Print
  1. User can’t print from RM, but can still print Local Documents i.e. Office Products from Windows like Email, Word, Excel, etc.
  2. Have the user hit F11 from any main Rentalman menu and inform you of the Printer ‘Sts’ (Status)
  3. If Sts is END, user can use Option 1 to Start, if Sts is MSGW (Message Waiting), the writer needs to be Ended first, then can be started. (see following details on how to End the writer).
  4. NOTE: Two of the main reasons a printer status goes to MSGW are Paper Jam, or Printer running out of Paper. Have user check the physical printer itself to confirm it is ready.
  5. Obtain the Network Printer name in Question i.e. UR091P22
  6. From Command line, you will type the command WW, then a space, then UR###* (### will be the location number). Hit
  7. Find the Printer in question. If in MSGW status start here, if in END status skip to step 5 - Most users can hit F11 from any main Rentalman Menu at the location level and do these same steps on their own without involving Support.
  8. the user may need to adjust their Assistance Level to accomplish this: Within the F11 screen (Work with All Printers) User will Press F21 ( Shift + F9 ) Change or verify that the assistance level is 2 (Intermediate) then press enter and continue.
  9. Use option 4 next to the printer in question, then F4 NOTE: do not press enter between the 4 and F4
  10. Change *CNTRLD to *IMMED and hit press Enter - It should return the user to the Work with all Printers, with confirmation of the printer ending
  11. Hit F5 to refresh the screen, it should now say END for Sts, if not refresh again.
  12. When in END status, Use Option 1 to restart the writer and press Enter twice - After Entering you should see the confirmation stating it was submitted
  13. F5 to Refresh and Sts should show *STR (Started)
  14. Verify that the printer is printing.
  15. If not, use option 8 next to the printer to work with output queue
  16. Check if there is anything waiting to print
  17. Press F5 to refresh the screen
  18. If you see the status of pending, continue to press F5 several times.
  19. If the job Prints, Issue resolved
  20. If the job does not go thru and stays at PND (Pending) or goes to MSGW (Message Waiting) again proceed to the next step
  21. OTE: This is as far as the user can go with F11, the next Steps are done from the Support side.
  22. Obtain the IP address for the Printer in question. - ou can use one of two methods to get the IP address - Use http://rm.ur.com/printers.html and locate the IP by printer name
  23. On the command line type the following command: - WRKDEVD (then a space) then the printer name, and press Enter - Chose Opt 2 to Change, press Enter and page down twice - You should now see the IP listed under Remote Location - Press F3 until you are at a screen with a command line at the bottom - On Command line type Call QCMD, Hit - Type in PING ‘IP Address’ (make sure to include the beginning, and ending apostrophes), and press Enter
  24. Note: If there are no replies, or several unsuccessful attempts, it is not a good ping. The printer may not be connected to the network, has a bad cable – Or – the IP address is different on the printer.
  25. Verify that the IP Address is correct on the printer (see IP verification K-Base).
  26. Note: If the IP is correct on the printer and in Rentalman, yet it is still not pinging, you will need to perform Network Connectivity Troubleshooting (see additional K-Bases)
    10343 : Clear Printer Queue/Printer in Rentalman
  1. On Command line type WRKOUTQ UR###P* (Replace the ### with the printer name followed by an *)
  2. Press Enter - Note: No documents can be retrieved once cleared or deleted.
  3. If you only need to clear one document from the queue: - Select Option 5 (Work With) next to the printer and press Enter
  4. Locate the document that needs to be deleted
  5. Select Option 4 (Delete) and press Enter Option 4 for Delete
  6. On the Confirm Delete screen press Enter again to confirm.
  7. ou should be at the Work With screen again, and can delete additional files, or F12 back to the main Rentalman screen.
  8. If you want to clear all the files in the queue: - Select option 14 (Clear) next to the printer to clear, and press Enter
  9. Press Enter again on the Confirm Clear of Output Queues screen to confirm clearing all files
  10. After confirming it will return you to the Work With All screen, verify that all documents that need to be cleared are gone.

Rentalman

    10944 : Escalation Procedures for the Support Center - Rentalman
  1. Starting on 1/19/2017, the 3 call back rule, on incidents emailed in for Rentalman issues, to gather user information and provide assistance has been modified.
  2. CGS Level 1 agents should make 1 call back attempt to the end user to either provide assistance or gather the required information needed for escalation. In the event the call is unsuccessful, meaning the agent was unable to speak with the end user, the agent should document in the incident the attempt was made to contact the user and the item will now be escalated to either the FAST or Rentalman team. Save the ticket under the agents name if not already done, then place it back into a logged status and escalate to the respective team.
  3. For Rentalman phone calls, Rentalman L2 will need to have the following details when possible from L1 when escalating a ticket:
  4. Rentalman User ID of the user with the concern - May be different than the Network ID, or a different user calling for them - Rentalman Location – Users can have access to multiple locations - Valid Call back number
  5. Exact - Full Error Message (if there is one)
  6. Menu Option(s) (the path the user took to get to where they are having the problem)
  7. Exact key strokes - Including steps to duplicate (where applicable)
  8. Additional information listed below for the issue, but not limited to: (This information can be found by following along with the user in Rentalman)
  9. If a work stoppage during business hours, warm transfer call to Rentalman Level 2 during normal business hours - 7:00 AM to 6:00 PM (Eastern Time) Mon - Fri. Please dial 1-877-862-7849 option 3. Stay on the line until all parties are confirmed connected. If a work stoppage outside of business hours, see the KBase 10752 - Contact after hours support for Rentalman, PC Level 2, and FAST Support for the current after hour Representative. If not work stoppage, inform the user that you are escalating the call, and Escalate to RML2. Inform the user L2 will email them the resolution as soon as resolved.
  10. PROCEDURE: Code/Categorize incident prior to changing the team/escalating. Do not resolve or close the ticket.
    11075 : How to enable a disabled RentalMan profile
  1. Go to 8>1
  2. Type in the user’s RentalMan ID - If no account exists, see KB 13199 : How to verify Rentalman account, system access and locations
  3. Select Option 15 to Disable/Enable and press Enter
  4. Press Enter again to bring up the Comment Window
  5. Enter your Ticket # and press Enter
  6. Verify that the user ID is Enabled
  7. Have the user log in
  8. If the password needs to be reset, have the user reset it on http://urpublic.ur.com/urpower/password or if unable to reset on the website see KB 10350 : User cannot reset Rentalman password on the Password Reset website
    10349 : How to start a printer writer in Rentalman
  1. On Command line type WW UR###P* (Replace the ### with the printer name followed by an *)
  2. Press Enter and it will take you to the Work with All Printers for that location
  3. Find the Printer, If in MSGW status select Option 4 (End) DO NOT press Enter - If in END status start at step 8
  4. Select F4 (Prompt)
  5. Change the When to end writer option to *IMMED (immediately)
  6. Then press Enter and you should return to the Work with all Printers, with confirmation of the printer ending
  7. And F5 to refresh the screen, it should now say END for Sts, if not refresh again.
  8. Select Option 1 (Start) next to the Printer and press Enter
  9. After you see the confirmation stating it was submitted, press F5 to refresh
  10. Verify that the printer is in STR status, and have the user check that it is printing.
  11. If it is not printing, use option 8 next to the printer and press Enter - If it states (No spooled output files), there is nothing waiting to print. Ask the user to print something.
  12. Press F5 to refresh the screen to see new items in the queue and verify that they print.
  13. If you see the status of pending, continue to press F5 several times.
  14. If the job Prints, the issue is resolved resolved.
  15. If the job does not go thru and stays at PND (Pending) or goes to MSGW (Message Waiting) See “Cannot Print from Rentalman, But can print from Office Products to the Rentalman Printer” Kbase

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