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NCR / CMC AGENT TROUBLESHOOTING

CMC Agent How to Get a Site Back Online

If a site has internet connection but is showing offline in CMC there are a few steps we can take to
troubleshoot them back online in Command Center.
If command center is installed on the fileserver and only terms are showing offline skip to page 3.
First, walk them through going to computer services and make sure they have CMC Agent installed on site and
that it is started. It will be listed as Radiant Command Center Agent. If it is not there it can be downloaded at
the link below as a zip file. Once unzipped, they will find cmcinst.exe and just double click it to run the install.
https://rdf2.alohaenterprise.com/client/cmcinst.zip
If they have it installed or if they have completed the install and they are still showing offline, have them path
to the following location on the File Server:
C:\Program Files\Radiant Systems\CMC
Find the Commandcenter.config file and have them open it in notepad. In it, the following settings should be
checked for accuracy:
gateway mode needs to be on
ipAddress should be 0.0.0.0
siteId needs to be the sites Aloha Key#
This is an example of how it should look for a site with key number 117694:
<?xml version="1.0"?>
<commandcenter>
<!-- REQUIRED: should the node behave like a gateway (on) or as a node (off - specify gateway IP or hostname)
-->
<gateway mode="on" ipAddress="0.0.0.0" />
<!-- OPTIONAL: manual override only -->
<siteId value="117694" />
<nodeConfig id="" />
<unitNumber value="" />
<siteInfo enterpriseId="" siteName="" phone="" phone2="" address1="" address2="" openTime="" />
</commandcenter>
The second file to check is the Industry.config file which is also found in: C:\Program Files\Radiant
Systems\CMC
This should be set to Aloha as shown in the example below:
<?xml version="1.0"?>
<industry name="Aloha">
</industry>

NCR 2014 All rights reserved. This document is proprietary and confidential.
Created by Vinny Torregrossa

NCR / CMC AGENT TROUBLESHOOTING

The last thing to check is in the cmcinst.exe file located in: C:\Program Files\Radiant Systems\CMC\update
Find CMCInst.exe and right-click it and go to Properties. Make sure to UNCHECK Read Only and also ask if
they see a button that says Unblock if they do see that, have them click it.
This is what it might look like before making these changes:

After doing all of these changes, walk the customer through going to services and restarting the Radiant
Command Center Agent service. This should bring the site online in Command Center.

NCR 2014 All rights reserved. This document is proprietary and confidential.
Created by Vinny Torregrossa

NCR / CMC AGENT TROUBLESHOOTING

CMC Agent How to Get Terminals Online

This can be all done via VNC from the fileserver to the term or from the BOH by pathing to the term to avoid
disruption to the site. Either way, it can be done by the technician to expedite the process.
First, access the terminal from the fileserver by opening run and going to \\%termstr%1\c$\Program
Files\Radiant Systems\CMC to get to terminal 1. Enter a username and password if prompted to get to the
terminal.
Verify the following in C:\Program Files\Radiant Systems\CMC
Find the Commandcenter.config file and open it in notepad. In it the following settings should be checked
for accuracy:
gateway mode needs to be off
ipAddress should be alohaboh (or fileservers name if not alohaboh)
siteId needs to be the sites Aloha Key#
This is an example of how it should look for site with key number 117694 and a fileserver named alohaboh:
<?xml version="1.0"?>
<commandcenter>
<!-- REQUIRED: should the node behave like a gateway (on) or as a node (off - specify gateway IP or hostname)
-->
<gateway mode="off" ipAddress="alohaboh" />
<!-- OPTIONAL: manual override only -->
<siteId value="117694" />
<nodeConfig id="" />
<unitNumber value="" />
<siteInfo enterpriseId="" siteName="" phone="" phone2="" address1="" address2="" openTime="" />
</commandcenter>
The second file to check is the Industry.config file which is also found on the terminal in:
C:\Program Files\Radiant Systems\CMC
This should be set to Aloha as shown in the example below:
<?xml version="1.0"?>
<industry name="Aloha">
</industry>

NCR 2014 All rights reserved. This document is proprietary and confidential.
Created by Vinny Torregrossa

NCR / CMC AGENT TROUBLESHOOTING

The last thing to check is in the cmcinst.exe file located on the terminal in:
C:\Program Files\Radiant Systems\CMC\update
Find CMCInst.exe -> Right-click and go to Properties. Make sure to UNCHECK Read Only and also if there is
a button that says Unblock press it.
This is what it might look like before making these changes:

Lastly, from the file fileserver go to computer management and go to action -> connect to another
computer. Connect to the computer you are trying to get online (ie. term1). Once connected view the
computers services and restart Radiant Command Center Agent.

NCR 2014 All rights reserved. This document is proprietary and confidential.
Created by Vinny Torregrossa