For Escalations please reach out to our Sales Engineer / Integration Manager Mark Rasho in order to escalate a case.

Mark Rasho
OFFICE: 848-216-3270
CELL: 209-409-2450
EMAIL: mrasho@starmicrronics.com

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Version: 1.0
Effective date: September 19, 2025
Owner: Operations – Service Desk
Applies to: All PLS staff handling Treez POS hardware support inquiries

1) Purpose

Define exactly who PLS helps under the Hardware Support Plan (HSP) for Treez POS customers & regular customers, how eligibility is verified, and how to proceed when customers are ineligible or only partially covered.

2) Who We Help – Eligibility Rules

A customer is Eligible if any of the following are true and the device is Treez‑certified:

1. Active Treez HSP (Renewed & Paid): Customer shows proof of a current Treez HSP that includes hardware support.
2. PLS‑Sold Hardware (Within OEM Warranty): Device purchased from PLS and still under OEM warranty.
3. PLS‑Sold Hardware (Out of OEM Warranty) + Active PLS Support Add‑On: Covered under a paid PLS extended plan or SOW.
4. New Treez Customer (Onboarding): provided from Treez for setup
5. New PLS customers that purchased Hardware within the year

3) If Not, What to do:

If the customer doesn’t qualify for support, please alert Gerson, David & Rey so we can assign an Account Manager to sell them the Service

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1. Initial Troubleshooting

   • Work with the end user to identify and attempt to resolve the issue.

   • Follow standard troubleshooting steps based on the device type.

   • Document all actions taken in the service ticket.

2. If Unit Cannot Be Repaired

   • Confirm whether the issue is a DOA unit or a non-repairable fault.

   • Communicate findings clearly to the end user.

3. Next Steps for the End User

   • Advise the end user to contact the original vendor for a replacement or refund.

   • Provide any necessary documentation (e.g., troubleshooting notes or confirmation of DOA) to assist in their claim.

4. Sales Opportunity Follow-Up

   • Ask the end user if they would like our Sales Team to provide quotes for alternative PC options.

   • If yes, create a handoff note and notify Sales with all relevant details.

Notes

• Always maintain a professional and supportive tone when communicating with the end user.

• Ensure all steps are logged in the ticketing system for accountability and future reference.

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How to set up the Dutchie Register iPad app and connect your hardware

With the Dutchie Register iPad app, dispensaries migrating from Greenbits can run the Dutchie Register with their existing hardware.

If you aren’t migrating from Greenbits to Dutchie POS, we recommend continuing to use Windows devices, along with our recommended peripherals.

Table of contents

• Recommended devices
• Connect your hardware
• Install the app and sign in
• Connect peripherals in the app settings
  • Receipt printer
    • Fulfillment ticket and Z report printers
  • Barcode scanner
    • Zebra scanners
    • Socket Mobile scanners
  • Label printer
  • Scale
• Optional: Assign a default register for each device
• Display settings

Recommended devices

We recommend iPad and iPad Pro within the last 3 generations with the latest version of iPadOS. When a new version becomes available, run a software update on each of your iPads after you close for the day because iPads can’t be used during the update process.

iPad Mini and older versions of iPadOS are not supported. If your iPad can no longer receive software updates from Apple, it is no longer supported.

The Dutchie Register iPad app is designed to work with same peripherals as Greenbits, including:

• Star mC-Print3 or TSP100 receipt printers
• Socket Mobile Bluetooth barcode scanners
• Zebra USB or Bluetooth barcode scanners
• Zebra label printers
• A&D FX-300iN scales with Lantronix serial-to-Ethernet adapters

Connect your hardware

The Dutchie Register iPad app is designed to use the same connection methods as Greenbits, so most users won’t have to make any changes to their network setup or physical connections between peripherals.

Your peripherals and connections may vary slightly from the diagram above. For example:

• Your barcode scanner may be a wireless Bluetooth model instead of the USB scanner pictured.
• Your iPad and receipt printer may be connected via a USB-C cable instead of a Lightning cable, or there may be no wired connection between the iPad and receipt printer.
• Your Zebra label printer may be a different model as long as it supports network connection via Ethernet (ZD-410 shown).
• You may use a different network switch; the Trendnet switch shown is not required.

Install the app and sign in

1. On your iPad, click here to download the Dutchie Register app from the App Store.
2. Once downloaded, launch the app.
3. When prompted, Allow Dutchie Register to find local devices on local networks and Bluetooth devices.
   
4. Enter your Region. This is the server name that appears just after https:// in the URL that you use to log into the Dutchie Backoffice. You will only need to enter this the first time you log in on each iPad.
   
   
5. Enter your Dutchie POS username and password. After you begin a session by logging in with a username and password, you and other users will also have the option to log in with a PIN (if enabled for your location).
6. If you have the POS Manager permission, select which Register you want to log into.

By default, Dutchie Registers are not associated with a specific iPad, and you can access any of your location’s Registers from any device. If you want to associate each Register with a specific iPad, contact Dutchie Support to have the Assign POS Registers to Physical Hardware feature enabled for your location. Then refer to the Default register section below.

You can add and configure Dutchie Registers in the Backoffice and can add as many Registers as you need with no additional subscription fees.

Connect peripherals in the app settings

Tap the Settings gear to begin, then select a device to connect.

Receipt printer

Tap Select receipt printer. Tap Refresh if no printers appear in the dropdown.

Receipt printers connected to your network are identified by their MAC addresses:

To identify a printer’s MAC address:

1. Turn the printer off.
2. While pressing and holding the paper feed button, turn the printer back on. Continue holding the feed button for several seconds until the printer prints a Network Configuration sheet.
3. Note the MAC Addr (Printer), which corresponds to the MAC address shown in the app settings.
   

Fulfillment ticket and Z report printers

By default, your receipt printer is also used for fulfillment tickets and Z reports.

To designate separate printers for fulfillment tickets or Z reports, select Fulfillment ticket printer or Z Report printer and select a different printer on your network.

Barcode scanner

Zebra scanners

If you have a USB barcode scanner, connect your Receipt printer before connecting your scanner.

1. Remove the back cover of your Star mC-Print3 receipt printer.
   
2. Connect your scanner to one of the USB ports on your Star mC-Print3 receipt printer. Do not connect to the port labeled iPad 2.4A
   
3. In the Barcode scanner settings, tap Select barcode scanner. Tap Refresh if no scanners appear.
4. USB scanners are identified based on the receipt printer they’re connected to:
   
5. Tap Configure scanner and select a scanner configuration option.
   • Zebra – Bluetooth is for the wireless Zebra CS6080 scanner.
   • Zebra – Basic is for wired CS6080 scanners and wired DS2208 scanners and may also support ID scanning.
     
6. Scan the on-screen configuration barcodes in order.
7. Tap Done.
8. Tap Test scanner and then scan each sample barcode/QR code to confirm functionality.

Socket Mobile scanners

1. Download and launch the Socket Mobile Companion app from the App store.
2. Confirm Bluetooth is turned on in your iPad settings.
3. Turn on the scanner by holding the power button until the LED indicator lights up.
4. Enable Pairing Mode by holding the scan button until the device enters Bluetooth discovery mode.
5. Follow the in-app prompts to connect and configure the scanner.
   
6. In the Dutchie Register, tap Barcode scanner and select the Socket device.
7. Tap Test scanner and then scan each sample barcode/QR code to confirm functionality.

Tip: Socket scanners are identified in the iPad Bluetooth settings, Socket Mobile Companion app, and in the Dutchie Register app settings by the last 6 characters in the device’s MAC address, which is printed on a sticker on the device itself:

Label printer

1. In the Label printer settings, tap Select label printer. Tap Refresh if no printers appear.
2. Label printers are identified with their serial number (first row) and IP address (second row).
   
   • The serial number should be printed somewhere on the outside of the printer. Location varies by model.
   • To find a label printer’s IP address, first confirm the network light is solid green.
     
   • Then press and hold the feed and cancel buttons for 2 seconds (ZD 410 shown).
     
   • A Network Configuration label prints, which includes the IP address. Note that these labels include leading zeros that the Dutchie Register app will ignore. For example, this printer would appear in the app settings with an IP address of 10.1.12.82
     
3. Select your Default label. Label templates are configured in the Backoffice.

Scale

Your A&D FX-300iN scale should be configured according to this guide.

1. In the Scale settings, tap Select scale.
2. Select Serial Port 1 (your scale’s RS232 serial cable should be connected to Serial Port 1 on your Lantronix adapter).
3. Confirm the Test weight reading matches the digital reading on your scale.

Optional: Assign a default register for each device

By default, Dutchie Registers are not associated with a specific iPad, and users can access any of your location’s Registers from any device. If you want to associate each Register with a specific iPad, contact Dutchie Support to have the Assign POS Registers to Physical Hardware feature enabled for your location.

When this setting is enabled, users with the POS Manager permission can assign a Default register to each device. POS Managers can also switch between different registers on the same device, but other users will no longer have this ability.

Display settings

You’ll find these additional options under the Display tab:

• Pop up notes when entering cart: Toggle on to automatically show the Guest notes window when opening a cart with a customer assigned or when assigning a customer to a cart. This can also be configured by Dutchie Support to show the Journal instead.
• Show search in guest list: Toggle off to hide the search bar in the guest list and require budtenders to scan IDs to look up customer profiles. Toggle on to allow budtenders to search customers manually.
• Hide orders assigned to other registers: Toggle on to hide customer cards assigned to other registers from the guest list. Toggle off to show all customer cards in the guest list.

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🎯 Purpose

To outline the steps required to remove domain federation (defederate) from a domain purchased or hosted via GoDaddy, typically to allow it to be added to a new Microsoft 365 tenant or hosted email provider.

📋 Scope

This procedure applies when transitioning a domain’s email service away from Microsoft 365 via GoDaddy and removing Microsoft SSO/federation settings.

✅ Pre-Requisites

• Admin access to the GoDaddy account.

• Admin access to the Microsoft 365 Admin Center (if previously linked).

• Installed and configured Microsoft PowerShell with MSOnline or Microsoft Graph modules.

🔧 Procedure

1. Verify Domain Is Federated

• Open PowerShell and run:

  powershell

  CopyEdit

  Connect-MsolService
Get-MsolDomain -DomainName yourdomain.com


• Look for Authentication method (should show Federated).

2. Convert Domain to Standard (Managed)

Run the following command to defederate the domain:

Note: If your domain is linked via GoDaddy, you may need to manually change the DNS records later.

3. Remove Domain from Microsoft 365 Tenant (If Applicable)

• Go to Microsoft 365 Admin Center > Settings > Domains

• Select the domain and choose Remove (only works if all users, aliases, and services using the domain have been removed)

• Delete all users and aliases associated with the domain first

4. Update DNS Records in GoDaddy

• Log into your GoDaddy account

• Navigate to Domains > Manage DNS

• Remove Microsoft-specific records:

  • CNAME: autodiscover, sip, lyncdiscover

  • TXT: MS=xxx verification

  • MX: pointing to Microsoft (e.g., yourdomain-com.mail.protection.outlook.com)

• Update or add DNS records as needed for the new email host or service

5. Verify DNS Propagation

Use tools like:

• https://dnschecker.org

• nslookup or dig commands

Confirm DNS records have cleared/updated across global servers.

6. Communicate Completion

Notify stakeholders:

• The domain is no longer federated

• The domain can now be added to a new tenant or service

• Email delivery may take 24–48 hours to fully propagate

⚠️ Important Notes

• Backup all DNS records before making changes.

• Ensure no users or aliases are still using the domain before removal.

• DNS propagation may temporarily impact services tied to the domain (email, Teams, etc.).

📩 Support

For assistance, contact:

• Internal IT Admin

• GoDaddy Support: https://www.godaddy.com/help

• Microsoft Support: via Admin Center

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Department: IT / Support
Tool Used: Freshdesk
Applies To: All Support Staff
Effective Date: [Immediately]
Company Website: www.plsusa.com

🎯 Purpose

To standardize how support staff log their time when handling tickets in Freshdesk, ensuring accurate billing, accountability, and performance tracking.

📋 Scope

This SOP applies to all employees who handle customer or internal support tickets using the Freshdesk system.

🔧 Procedure

1. Before Starting Work on a Ticket

• Open the assigned ticket in Freshdesk.
• Review the ticket details, priority, and customer information.
• Click on the “Start Timer” button in the Time Tracking widget (if enabled).
  • If not using the timer, manually note your start time.

2. While Working on the Ticket

• Stay focused on the task at hand. If switching to another task, pause or stop the timer.
• Log all relevant internal notes or updates as you progress.

3. Pausing Work (e.g., for lunch or another task)

• Click “Pause Timer” or note the time manually.
• Add a quick note explaining the pause if necessary.

4. After Completing the Work

• Click “Stop Timer” or enter the end time manually.
• Go to the Time Tracking section at the bottom of the ticket:
  • Enter total time worked in hh:mm format.
  • Add a description of work performed (e.g., “Diagnosed network connectivity issue; updated router firmware”).
  • Select the correct ticket type, category, or billing code if applicable.

5. Submitting the Time Log

• Ensure your time entry includes:
  • Start and end time (or total time)
  • Work summary
  • Proper category/tag (if required)
• Click “Save” to log the time entry.

6. If You Forget to Log Time

• Go back to the ticket and enter time manually.
• Include a note indicating it’s a retroactive entry (e.g., “Time entry for 5/15/2025 support session”).

✅ Best Practices

• Log time in real-time whenever possible.
• Use clear and concise notes describing your actions.
• Do not over- or under-report time — be as accurate as possible.
• Review and submit logs by the end of each day.

🚨 Non-Compliance

Failure to accurately log time can affect billing, reporting, and customer satisfaction. Repeated non-compliance may result in corrective action.

📩 Questions or Support

For assistance with Freshdesk or time logging, contact your supervisor or the IT lead.

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Running a touchscreen kiosk at your dispensary? Using Fully Kiosk Browser is a smart, secure way to load a web-based menu like Dutchie—and control exactly how customers interact with it.

In this guide, we’ll walk you through setting up your Charlie Fox dispensary URL on a MicroTouch Android kiosk using Fully Kiosk Browser. You’ll also learn how to disable zoom and gestures to keep the experience consistent, clean, and professional.

✅ Why Lock Down the Interface?

Allowing gestures like pinch-to-zoom or double-tap can:

Locking down the experience prevents tampering and ensures the user interface is easy and predictable for every customer.

🌐 Step 1: Download Fully Kiosk Browser

🔗 Step 2: Set the Start URL

arduino

CopyEdit

https://dutchie.com/dispensary/charlie-fox

🚫 Step 3: Disable Zoom and Gestures

In Settings > Web Content, scroll to these options and toggle them ON:

Also, scroll to Touch Settings and optionally toggle:

🔐 Step 4: Lock Down the Device (Optional)

In Settings > Device Management:

You can even auto-launch Fully Kiosk on boot under Other Settings > Launch on Startup.

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