A parent submitted two applications. I can only see the oldest application, not the newer one.

An application (not in verification) can/will be overwritten if another application is received. Applications will process in the order they are released/received, not by the highest number.

During Verification, some applications will not import.

Applications in verification will not be overwritten by an Import.

The application should have processed as Free Income, but the case is Direct Certified.

Direct Certified case takes precedence over Free Income. If you require the application to show Free Income, you have to manually update and process the application.

I see a message that there are applications expiring. Does that happen automatically?

Expire Applications

Students who are set to have their benefits expired or reduced today are still eligible for their existing benefits until the end of the day. Wait until the end of the day to process the applications so that the students’ benefits are not prematurely affected.

1. Go to Front of the House > Free and Reduced > Application Entry Screen (410021).
2. If you have any students who are set to have their benefits expired or reduced today, a notification is displayed.
3. To view a list of the students, click Print/View Roster.
4. To proceed to the Application Entry Screen, click OK.
5. Click Expire/Process Applications.

The number of expiring applications seems very high.

Expiring applications may be high if it’s near the end of the Temp Grace period.

An application includes students from a different household.

If a parent doesn’t confirm that they matched on the wrong ID, their application can include students from a different household.

Transactions were reclassified using the Reclassify Students button (410021) but the Customer History with Balances Report does not reflect the changes.

If a user does a bulk reclassification (using Reclassify Students button on the Application Entry query form 410021), the balance will not be updated on the Customer History with Balances Report until the system recomputes the balances.  The balance is updated immediately when an individual Reclassification is done.  That option is located here:  Front of the House > Point of Service > Customers (400005)> Double click to open the student record > Click on the Status tab.

The Application Number Entry box pops up whenever I double-click a No Application student in the Application Entry screen.

If the option Automatically Generate Application Numbers is not checked, you will be prompted for an application number (if one does not exist).  You can set the option here:

1. Go to Front of the House > Free and Reduced > File Setup > System Options (410018).
2. Click the Application Entry tab.
3. Click/check the box beside Automatically Generate Application Numbers.
4. Click Save.

A parent submitted an application with a case type other than SNAP but the application still shows SNAP as the case type.

SNAP case has the highest precedence and will overwrite any other cases unless there is problem with the DC Import template.  If you require the application to show a different case type, you have to manually update and process the application.

I reclassified transactions, but nothing happened.

The Accountability Lockout date must be set to reclassify transactions.  Initially, it would be set to the day before the school start date:

Setting the Lock Out Date

1. Go to System Management > Global System Setup > Global System Options (100300).
2. Click the Accountability tab.
3. Select the date or enter it in MM/DD/YYYY format.
4. Click Save.

The address is missing from an application (online or scanned) in OneSource. The address does appear on the application (in Solana FRO or OneSource FRO).

The application addresses are updated by a OneSource Scheduled Task.  You can find it here: System Management > Utilities > Scheduled Tasks Setup > Advanced tab > Updates F&R addresses.  The default time is 3 AM, once every 24 hours. If the application is imported after that, the address will not update until the next day.  You can change the time to something that works better with your application processing schedule.  Keep in mind that having it run too frequently will increase the load on your system.

An application was processed. It should be Medicaid Free, but it still shows as Free Categorical.

The Free Categorical status takes precedence over Medicaid Free.  The eligibility will not change in this instance.  If necessary, you would have to manually update and process the application.

How do I give a transfer student the same eligibility that they had at their previous district?

Transfer student’s eligibilities must be imported via an import Template in order to retain their previous eligibility.

I’m trying to update an application with the Medicaid Free/Reduced case type. I don’t see either one on the list of case types.

You have to check the DC box (next to case) in order for those case types to appear on the list (410011).

Applications that were submitted from the Online Monitor, Solana Free and Reduced or NutriScan are not visible in OneSource.

‍Make sure that the import task is enabled:

1. Go to System Management > Utilities > Scheduled Tasks Setup (100611).
2. Click the Advanced tab.
3. Verify that the appropriate import task does not have a check under the Disable column:

Import Applications from App Scanning (NutriScan)

Import Applications from Online F&R (OneSource)

Import Application from Solana

(If you’re not sure which task applies to you, contact Horizon Software Support)

4. Take note of the Start Time and Frequency (Hours, Minutes, Seconds). The issue may be that the task hasn’t run yet.
5. Close the Scheduled Task Setup window.
6. Click Monitor Scheduled Tasks.
7. Expand (click +) the entry for the Central Office.

8. Look for the appropriate import task (from above) and verify the Last Run Date/Time and that there is a green dot for status.

The bank deposits amount is double the posted amount, on the Bank Deposit Report.

A common mistake is to enter the daily deposit and/or bank deposit amount into the “Cash In” section.  Edit the bank deposit and zero out the Cash In field.  The Cash In section should only be used for money that is not received (rung up), during a Terminal transaction.  An example could be money received from catering.  The catering amount would be entered into the Cash In field and manually added to the daily deposit and bank deposit amounts.‍

A stock item is not available to a certain site type.

If that site type was not selected when the stock item was created, those sites will not have access to the item.  You can add the Site/Site Type in Inventory Modes:

1. Go to Back of the House > Inventory Management > File Setup > Inventory Modes (110501).
2. Select the appropriate site type, enter the Stock Number and press Search.
3. Check the Display box and the boxes for the other options that are allowed for this Site Type (Allow Ordering, Physical Inventory, etc.). The information will be communicated to the sites at the next interval or you can do Manual Communications to see the update immediately.

How does the Back of the House purge affect the Bases Menus?

The purge will not purge all Base Menus.  It will purge Scheduled Menus, Menu Cycles and One-time Base Menus.

Error “This record is in use and cannot be deleted at this time”, when trying to remove a Serving Line, from a site.

The Serving Line cannot be removed if it is attached to any records (Menus, Production, etc).  You can un-check Active and remove it after all of the existing records have been Purged.

Certain Stock Numbers show up as Leftovers when Return to Stock (Leftover code) is used, in Production.         

If the Stock Number is a Recipe, it will become a Leftover versus being returned as individual Stock Items.

BOH: Measure not available to add in daily production (applies to pre-2019.1.345.0 versions of OneSource).

Before a Measure can be used in Production, it has to be used  (at least once) in a Scheduled in a Menu, for that site.

ERROR: The page size was not large enough to format the contents of the object in the report. Error in the ProductionRecord …rpt; Page header or footer larger than a page, when printing a Production Record.

This error indicates that there is too much data in the Calendar Description field.  Remove some of the data and try again.  Be sure to scroll to the bottom of the field, to insure that you don’t miss any extraneous text.

The student has Medicaid Reduced/Free Eligibility in the application but a different eligibility in the Customers screen or at the site.

New Free and Reduced eligibilities must be assigned to POS eligibilities:

Assign Free and Reduced Eligibilities

1. Go to Front of the House > Free and Reduced > File Setup > Assign Free and Reduced Eligibilities (410027).
2. Double-click the new/affected Free and Reduced Eligibility.
3. If the assignments are already there, check them to make sure that they are correct.
4. If not, you must create them. Use the down-arrow to select the Grade from the drop-down list and select the corresponding POS Eligibility for that Grade (410028).
5. Click Add Item to create additional entries until you have an assignment for all Grades in your district.
6. Click Save.
7. You may have to contact Horizon Software if there are many students with the incorrect POS Eligibility. Otherwise, you would have to correct them one at a time.‍

A student that transferred from a CEP site is still receiving Free meals.

CEP students will receive (at least) 10 days CEP grace, when transferring from a CEP school.‍

Our meal prices have changed. How do I change the prices?

1. Go to Front of the House > Point of Service > File Setup > Customer Setup > Eligibility Setup (400712). The query screen displays.
2. Select the record.
3. Select the eligibility class and group in the Eligibility Classes section.
4. Enter the first meal price in the First Meal column for each applicable serving period in the Meal Prices and Limits table.
5. Enter the second meal price in the Second Meal column for each applicable serving period in the Meal Prices and Limits table.
6. Click Save.

Receiving the error “Total breakfast percentages and total lunch percentages must be equal to 100” when setting up Provision Rates.

Provision Percentage Rates must not be entered as decimals and must equal 100 (i.e. 10 versus .10).‍‍

Free and Reduced does not appear as an option from the Front of the House Menu.

The Free and Reduced Module will not appear if terminals are assigned to the site/COIf terminals should NOT be assigned, you can remove them by doing the following steps:

1. Go to System Management > Sites Management > Sites Maintenance > Double-click the affected site (100200).
2. Use the Right-arrow to display the Front of the House tab and click it.
3. Click the Local POS Options tab.
4. Uncheck the Allow Terminals box and click Save.
5. Log out of OneSource and back in. The Free and Reduced module will be accessible.

When should the Income Guidelines be updated?

Update the Eligibility Guidelines after Rollover. Otherwise, you’ll have to do it again. Also, if you do it prior, the Archive will not contain the Guidelines for the correct year.

OneSource installation is failing to complete.

Below are some tips to successfully install OneSource:

Reboot the Terminal/Manager machine prior to starting the OneSource install and after any software is uninstalled.

Right-click OneSourceSetup.exe and click “Run as Administrator.”

Make sure that the necessary Network ports are open (1001, 1002, 1433, 1443, 1444, 4443). Contact your local IT or Horizon Software, if you need assistance with creating the Firewall Port Exceptions.

SQL Server is no longer included with the OneSource Installation, effective with the 2020 School Startup Release. During the Onesource install, be sure to enter the correct (SQL Server) Instance name, at the Server Location prompt. It should look something like this:

(local)MySQLInstance (substitute your instance name for MySQLInstance, if you installed a Named SQL Instance).

Error during Netsetup install.

Netsetup installs are generally used for the Central Office.  Some sites use them as  “Assistant Manager” machines.  They are never to be used as POS machines, because they do not communicate.  In order to run the Netsetup install, you must do the following:

Verify that the SQL Server Browser service is Enabled/Running (this is required for Netsetup machines to connect to the database).

Navigate to the shared folder/drive.

Right-click OneSourceNetSetup.exe and “Run as Administrator”

Follow the prompts to complete the install.

Error “Runningversion.txt missing” on a Netsetup machine.

Rerun the OneSourceNetSetup from the correct path on the server (for CO) or on the Manager machine (for an assistant manager machine).

Can I do a standalone install of SQL Server Express prior to installing OneSource?
**SQL Server is no longer included with the OneSource Installation, effective with the 2020 School Startup Release.

SQL Server Express can be installed prior to installing OneSource.  If you used a Named Instance during your SQL Install, you have to provide that information to OneSource.  On the Server Location screen, enter the Server Path.

For example, you would enter (local)MySQLInstance (substitute your instance name for MySQLInstance if you installed a Named SQL Instance).

If did not name your instance, you can just leave it as (local).

A POS machine was installed as the wrong Type (Manager/Terminal) or as the wrong Site.

The resolution will be to uninstall/reinstall OneSource but prior to doing that, you have to be certain that you will not lose any transactions.  If you’re unsure, contact Support at 800-741-7100 first.

Can a site be running multiple versions of Microsoft Windows?

They can be as long as the Windows version is supported by OneSource (check Release notes).  The machines must be on the same version of OneSource.‍‍

Error creating rtf string when printing letters.

If you receive this error, try changing the criteria to generate fewer letters at one time.  It depends on the size of the actual letter.  Limiting it to 2000 may be the optimal number.

It is required for Microsoft Word to be closed prior to generating letters, please save your work and close Word before continuing.

In the current design, Microsoft Word cannot be running when you generate/preview Letters on OneSource.

Siblings not showing up on a Free and Reduced letter.

Make sure that the students are set to “Active” status.

Message “Do you want to mark this set of letters as printed/emailed?” before the letter displays.

Remove any special characters from the letter name (i.e. “/” or “”) and the letter will print.

What are the requirements to use Gmail to send Letters?

SSL must be enabled.  Also, ports 465 and 587 must be open.

Addresses not appearing on Free and Reduced letters for Online or Scanned applications.

The Application addresses are updated by a OneSource Scheduled Task.  You can find it here: System Management > Utilities > Scheduled Tasks Setup > Advanced tab > Updates F&R addresses.  The default time is 3 AM, once every 24 hours. If the application is imported after that, the address will not update until the next day.  You can change the time to something that works better with your application processing schedule. Keep in mind that having it run too frequently will increase the load on your system.

Need to add/update the information for the “OFFICIAL” merge codes for Free and Reduced letters (OFFICIAL SIGNATURE, OFFICIAL ADDRESS, etc.).

‍The information can be modified by doing the following steps:

1. Go to Front of the House > Free and Reduced > File Setup > System Options.
2. Click the Signing Official tab and add/edit any missing or incorrect information.

Need to add/update the information for the <SCHOOL MANAGER> merge code in POS Letters.

The information can be modified by doing the following steps:

1. Go to System Management > Sites Management > Sites Maintenance (100200).
2. Double-click the affected site.
3. Add/Update the information in the Contacts section.

Unable to locate a particular Letter.

When letters are created, one of the fields/options is “Letter Type”. The default is “Point of Service”. If you cannot locate your letter, confirm that it has the correct type:

1. Go to System Management > Reporting Setup > Letters (100404). The Letter Type and Letter Names are displayed.
2. If your letter has the incorrect type, double-click to open it and change the Letter Type field to the correct type.
3. Go to Reports and click Letters. Use the drop-down to change it to Free and Reduced Letters, if necessary.‍‍

How do I stop parents from submitting Applications until the start of the next school year?

Enable the Summer Redirect message.

1. Log into the Online Applications Monitor.
2. Click the System Setup button (near the top right side).
3. Click the Web Options button (bottom left side).
4. Check the box beside Enable Summer Redirect Message.
5. The setting will go into effect by your Web Administrator once IIS has been restarted.

Which network ports need to be open for the OneSource Online Free and Reduced website?

Ports 80 and 443 must be open for the OneSource Online Free and Reduced web server.

Unable to locate a Student in the Online Monitor Student Lookup Form.

The Name and Birthdate has to match the Customer exactly in OneSource.  Every character counts, including spaces.  Remove/add any characters to match the Customer Record.  If you still cannot locate the student, contact Horizon Software Support.

Why do I see Applications from the previous school year in the Online Monitor?

The Online Applications have a separate Rollover process.

1. Have the Administrator log into the Online Monitor.
2. Click the Tools and Utilities button at the top of the screen.
3. Enter the Rollover Date *THIS DATE MUST BE PRIOR TO THE DATE THAT THE WEBSITE WAS OPENED FOR THE CURRENT SCHOOL YEAR
4. Click the Run the Rollover Process button.

A parent made a mistake on their application.  How do I make the corrections in the OneSource Online Monitor?

You cannot modify an application in the OneSource Monitor.  The application has to be modified once the application has imported into OneSource.  The alternative is to reject the application and have the parent submit another one.‍‍

Homeless, Migrant, Runaway, or Headstart Applications do not import into OneSource.

If Export Special Cases is not enabled, these applications will not export.

Parents receive a message that Applications are not being accepted.

If the District has rolled over and is ready to accept new Applications, disable the Summer Redirect Message:

1. Log into the Online Applications Monitor.
2. Click the System Setup button (near the top right side).
3. Click the Web Options button (bottom left side).
4. Uncheck the box beside Enable Summer Redirect Message.
5. The setting will go into effect once IIS has been restarted by your Web Administrator.

The website shows last year’s Income Eligibility Guidelines.

Income Guidelines must be updated in OneSource and the OneSource FRO.

A parent has submitted multiple applications, but they never appear in the OneSource, OneSource Online,  HST (Solana) or HST (Solana) Online.

Verify that the parent has submitted the application to your website.  There are some districts that have similar names.  On occasion, a parent will go to the wrong website.  You can open your website and send them the link to be certain.‍‍

Need to change the name on a NO ID button (No ID Full Pay, No ID Adult, etc.).

**NOTE: This will change the name for ALL sites.  At the Central Office do the following:

1. Go to Front of the House > Point of Service > Customers.
2. Click the Generic Patron(s) checkbox (upper-right). This will limit the list to all of the No ID/generic patrons.
3. Double-click the patron that you want to change. Update the Last Name with the changes and save.

Is there a way to add additional colors to the POS menu buttons.

At this time, colors cannot be added to the POS Menus.  They are hard-coded in the software.

POS Menu information not communicating down to the sites/terminals.

Below are some things to check when the Menu Planner information does not update at a lower level:

Confirm that the change has been made for the correct Site Type.

Make sure that ports 1001, 1002, 1443 and 4443 are not blocked by the Firewall at both levels.

Check the POS Menu Planner including Inventory publication. Make sure it’s not disabled.

The Menu is set to (None) when some of the Terminals are opened.

In order for the menu to auto-populate, a Terminal must be assigned to a Daily Plan.  Confirm that the Terminal is assigned:

Front of the House > Point of Service > Menu Planner > Daily Plans

For each Daily Plan, double-click to open it.

If the Terminal number is not listed, click the Add Item button.

Unable to assign Daily Menu Plan to new site

You must have Base Menus assigned to a site prior to assigning a Daily Menu Plan.  Base Menus can be assigned here:

Back of the House > Menu Planner > Base Menus

Double-click to open the appropriate menu

Check the Display box on the Assign to Sites tab (130310).‍‍

Recipe Cards Report (or any Report that includes the Recipe card) will not print.

‍All apostrophes must be removed from the Recipe Name.

Will Alternate Meals be reflected on the Meal and Revenue Report?

Alternate meals do not display on the Meal and Revenue Report.

The Edit Check Report is missing data for a particular site, for one day.

Check that site’s calendar to make sure that the date is set to operational:

System Management > Sites Management > Sites Maintenance (100200)

Double-click the affected site (100031)

Click the calendar tab and verify that the date in question is marked as an Operational day.

The Inventory Movement Report did not show activity for a particular operational day.

Production was completed/inventory updated the next day so the Inventory Movement Report needed to be run for that day.

The Basic Claims Report is not calculating with the correct rates.

Reimbursement rates should be updated prior to the first serving date. If they are not, the Basic Claims report will be incorrect. The following steps are necessary to correct the issue:

Confirm/Update Reimbursement Rates

1. Go to Front of the House > Accountability > Accountability Setup > Setup Rates and Reimbursements (420108).
2. Open your Rates entry (most likely Default).
3. Check/Update the rates for the current school year.
4. Once the rates are set to the correct prices, you will have to contact Horizon Software Support. They can run a script to update the rates for the report.‍

A OneSource user is unable to see a particular Report/Report Type listed under the Reports menu.

Report Types (Point of Service, Free and Reduced, etc.) are assigned to each User Group (Administrators, Cashiers, etc.), not just an individual user.  You can confirm that the Report/Report Type is assigned the individual’s group here:

System Management > Reporting Setup >  Report Types (100401).

Double-click the Report Type (of the Report that is missing from the list).

Make sure that the Report Name is listed under the Included Reports section. If not, use the => to move it to the list (100038).

Click the Assign Report Type to User Group tab and verify that the User’s group is assigned. If not, use the => to add it to the list.

Edit Check Report is Out of Compliance for all sites.

There is a OneSource Scheduled Task that calculates and stores enrollment. It runs daily at 11:30 AM (default). If you’re running the report for the current day, do not run it until after the task has run. Previous days will already be stored.

Adjustments for a student are not on the site’s report.

When the Adjustments are made at the Central Office, they won’t show up on the site’s Adjustments Report.‍‍

Information is visible in a OneSource module (Production, Customers, Free and Reduced), but doesn’t print on a Report.

This type of issue can usually be corrected by changing the Report criteria. Try changing some of the options to match the data that you’re trying to retrieve.

A Letter or Report shows N/A, instead of the Eligibility.

Verify that all Sites are assigned in Eligibility Report Translations.

Assigning Eligibility Report Translations

1. Go to Front of the House > Free and Reduced > File Setup > Eligibility Report Translations (410015).
2. Double-click Default or the name that’s been created by your district (410016).
3. Assign the translations to all sites by moving all Available Sites to the Selected Sites area. You can also choose individual sites, if needed.
4. Click Save.‍‍

Letters will not print for a particular Student.

Letters will not print if the Student is inactive.

Students records are not being updated after Rollover.

Check to see if the POS Import Lock is set: Front of the House > Point of Service > Imports/Exports > Lock POS Import Dates. If so, enter a date prior to the Current School Startup date. If the Lockout date is properly set, check the Import File Path:

1. Open OneSource at Central Office.
2. Go to Front of House > Point of Service > Imports / Exports > Customer Import Template (400010).
3. Double-click on the SIS import template.
4. Click the Text File Settings Tab.
5. Confirm/edit the path to the SIS File.

Error when Rollover is creating the Backup.

Rollover should not be run from a Netsetup machine. It should be run from the Central Office Server.

How can I verify if all of the machines have Rolled Over?

The Communications Rollover Report is a great resource. It’s located under Reports > System Management (800151). Be sure to confirm that the Finish Date is for the current school year.

Does everyone have to log out of OneSource for the Rollover process to run?

All users should be logged out of OneSource, during Rollover.

There is already a till open for this user. Please select Process Sales or Close.

A user can only have one till open at one time. If you want to continue entering transactions in the open till, select Process Sales.  Otherwise, select Close Terminal to close the old terminal. At that point you can open a new till.

Unable to view the CLOSE button when closing a terminal.

Check/Update the display settings on your computer. The resolution and/or text size should be adjusted to fit the entire window onto your screen.

Unable to close an open Till.

Closing a Till requires that the Print Spooler service be running. You may or may not have access to the Services option. If you do:

1. Right-click the Start button.
2. Click Run.
3. Type services at the Open: prompt.
4. Scroll down until you see Print Spooler (as the name).
5. Confirm that the service has Running as the Status. If not, click on it to highlight and click the Green button at the top of the window.

What is the best practice for voiding POS/Terminal transactions?

The best practice is to void the transaction from the Terminal (where it was completed) or from the Manager’s machine.

Error when printing Till Report:

PCL XL error

Subsystem: KERNEL

Error: UnsupportedProtocol

Operator: 0x0

Position: 0

This error indicates a printer driver issue.  Update the printer driver or consult your local IT department.

Till(s) not balancing or showing a variance.

When a Till is closed, OneSource compares the counts that are entered (by the cashier), against the sales that actually posted at that Terminal.  If the Till does not balance, you have to address the issue, by correcting that Till.  If Blind Balancing is not enabled, you can see the problem and Void the Till before closing it.  That allows you to correct your mistake immediately.  If Blind Balancing is enabled or you close the Till before you correct the mistake, you will have to modify the closed Till.  You cannot open a new Till and post counts to that new Till.

You can modify/fix a closed Till by doing the following steps (do this for each Till that does not balance):

1. Front of the House > Point of Service > Front of the House Tasks > Modify Closed Tills
2. Double-click the affected Till
3. Make the necessary adjustments
4. Click calculate
5. If the numbers are correct, click Save. If not repeat steps 3 and 4.‍‍

PIN numbers not working, even though the correct number has been entered.

Check the PIN settings in Sites Maintenance (System Management > Sites Management > Sites Maintenance > Front of the House setup (tab) > Site POS PIN Options (tab)). If “Pad PIN Input With Zeros” is checked and the users have different PIN lengths, un-check that option.

How do I apply a Patch/HotFix?

Patches/HotFixes are specific to the software version that they affect. Make sure that the Patch/Hotfix version matches the software that you have installed. The Patch/Hotfix should be installed/applied on the Central Office Server. This should be done when all of the Central Office Users are logged out of OneSource.

1. Right-click the supplied executable and select “Run as admin”. This is necessary even if you are logged in as an administrator. It assures that the files will be correctly updated.
2. Follow the prompts until the jumper is completed.
3. If you run into any problems, contact Support at 800-741-7100.

A Patch/HotFix will not install on the server.

Patches/HotFixes will only apply to their specific version.  For example, if the service pack was created for version 2019.1.345.0, it will not install on version 2019.4.130.0.

How do I obtain the OneSource Upgrade Files ?

You must contact Support at 800-741-7100 for OneSource Upgrade files.

Verification Tips

* Prior to starting verification, run the Invalid Applications Report 800320 (Reports > Free and Reduced > Invalid Application Report).  If you start verification with invalid applications, your counts may never be correct.

* If the household does NOT respond at all, do NOT enter a Reply Date.  The Reply Date indicates that supporting documentation has been received.

* If you receive documentation, that matches EXACTLY the application information,  ENTER a Reply Date.  If you don’t the application will be Denied-Verification.

* If the documentation does NOT match the application EXACTLY:

1. Open the application and enter the correct information.
2. Click Save.
3. If you need to enter a date other than the current date (for Reply/Complete), click NO and OK.
4. Click the Verified tab and enter the correct Reply and Complete dates.

A parent responded to verification with Refused Benefits.  How do I update the Application with that status?

Select Refused Benefits and process the application that’s in verification status.

Student/Application counts are not what is expected.

Some reasons why the counts may not be correct:

* A student added after verification is completed will not be counted.

* Verification started with Invalid Applications.

* DC Import run during the verification period.

Verification Summary Report not showing DC students.

The Verification Summary Report cannot be used by a district that is 100% CEP.‍‍

The application should have processed as Free Income but the case is Direct Certified.

‍Direct Certified case takes precedence over Free Income. If you require the application to show Free Income, you have to manually update and process the application.

A parent submitted an application with a case type other than SNAP, but the application still shows SNAP as the case type.

SNAP case has the highest precedence and will overwrite any other cases, unless there is problem with the DC Import template.  If you require the application to show a different case type, you have to manually update and process the application.

How do I give a transfer student the same eligibility that they had at their previous district?

Transfer student’s eligibilities can be imported via an import Template or the application can be created manually.

I see a message that there are applications expiring. Does that happen automatically?

Expire Applications

Students who are set to have their benefits expired or reduced today are still eligible for their existing benefits until the end of the day. Wait until the end of the day to process the applications so the students’ benefits are not prematurely affected.

‍1. Go to Community -> Free and Reduced -> Applications (Filter by Expiration Date).

2. Select the applications and click the orange drop-down “Print Letter”.
3. Click Expire Household.

A parent submitted two applications. I can only see the oldest application, not the newer one.

An application (not in Verification) can/will be overwritten if another application is received. Applications will process in the order that they’re released/received, not just by the highest number.

An application was processed. It should be Medicaid Free, but it still shows as Free Categorical.

The Free Categorical status takes precedence over Medicaid Free.  The eligibility will not change in this instance.  If necessary, you would have to manually update and process the application.

I’m trying to update an application with the Medicaid Free/Reduced case type. I don’t see either one on the list of case types.

Medicaid Free or Medicaid Reduced case type has to be import through integrations.

The number of expiring applications seems very high.

This can occur when near the end of the Temporary Grace period.

An application includes students from a different household.

If a parent doesn’t confirm that they matched on the wrong ID, their application can include students from a different household.

During Verification, some applications will not import.

Applications in verification will not be overwritten by an import.

How do I remove a Student from an Application?

Go to Community> Free & Reduced> Applications

1. Enter the Application Number (or other identifying information to locate the Application)
2. Double-click to open the Application.
3. Click the trash can icon to the right of the Student that you wish to delete.
4. Confirm that you are deleting the correct Student and click Delete.
5. Click Save and Preview
6. Review the information and click Process Application.

How to find Student Balances from the previous School year.

Go to Community >  Archived Student Records

1. Click the drop down that says “”Select a Saved View”” to choose the archive year.
2. Search the student to see the balance.

How to create a View for Student searches.

Go to Community > Student Records

1. Click the 3 dots on Upper Right side of the screen.
2. Scroll down to Columns.
3. Select the Columns that you would like to appear in the search.
4. Click Save View and enter the New View Name.
5. Once the view is saved click “Select a Saved View” to use your New View.

How to use Sell by Group.

Go to Community > Student Records

1. Select the Student(s) you’d like to add to the group by checking the box(es), on the left side of the screen.
2. Click the 3 dots on Upper Right side of the screen.
3. Choose Create Group, enter the details and Save.
4. At a POS Terminal, select Sell by Group.
5. Select the “Find a Group” tab and select the Group (that you created).
6. Make sure that Multi-Select is on.
7. Choose “Select All” and Start Orders.

Each Student, that’s assigned to the Group, will be presented to complete a sale.

How to remove an Allergen from a Student Record.

Go to Community > Student Records

1. Enter criteria to Search for the Student.
2. Click the More Details button, on the right side of the screen.
3. Click the Settings tab.
4. Click allergens.
5. Click/de-select the Allergen that you wish to remove.
6. Click Save.

‍

The bank deposits amount is double the Posted Amount on the Bank Deposit Report.

Go to POS-> Bank Deposits -> Select School. Find the date and click Edit to correct the bank deposit.‍

A student that transferred from a CEP site is still receiving free meals.

Students transferring from a CEP school, to a non-CEP school, will continue to receive Free lunches during the grace period specified here: Front of the House > Free and Reduced > File Setup > System Options > Approval (tab) > Number of Days in Grace Period for CEP transfer to Non CEP Site.‍

Our meal prices have changed. How do I change the prices?

1. Go to Admin > Definitions/Setup > Community > Reimbursable Meal Pricing.
2. Click the Edit button for the eligibility that you want to change.‍‍

Unable to locate a particular letter.

Go to Community -> Letters (This will display a list of all of the letters in Solana)

Siblings not showing up on a Free and Reduced letter.

Visit this link for details.

‍‍Need to add/update the information for the <SCHOOL MANAGER> merge code in POS Letters.

Visit this link for details.

Need to add/update the information for the “OFFICIAL” merge codes for Free and Reduced letters (OFFICIAL SIGNATURE, OFFICIAL ADDRESS, etc.).

Visit this link for details.

Homeless, Migrant, Runaway or Headstart Applications do not import into Solana.

If a Solana online application is submitted with Homeless, Migrant or Runaway status, the application will go into Unmatched Students (Community > Free and Reduced > Unmatched). The application should be reviewed and processed per your district’s guidelines.

‍The website shows the last year’s Income Eligibility Guidelines.

Income Guidelines must be updated in Solana:

Go to Admin > Definition Setup > Community > Income Eligibility Guidelines.

Unable to initialize a Solana POS terminal.

Assigned a menu to the terminal in the Solana web.

The POS posted amount is not showing accurately in your Bank Deposit, but is reflected in your POS Journal.

Edit and save the bank deposit to have your information updated.  You should also check your internet connection/communication.

How to delete a POS Item.

Go to POS > Items

Click the Delete button on the right side of the line containing the item.

NOTE: If there are transactions for that item, it cannot be deleted.

How do you add a Button to a Menu?

Visit this link for details.

How to remove a POS item from a Menu.

Go to POS > Menus

1. Double-click to open the Menu that you wish to edit.
2. Double-click the item to remove it from the menu.
3. Click Save.

The Basic Claims Report is not calculating with the correct rates.

Reimbursement rates should be updated prior to the first serving date. If they are not, the Basic Claims report will be incorrect. The following steps are necessary to correct the issue:

Confirm/Update Reimbursement Rates

1. Go to -> Admin-> Definition Setup-> Community-> Rates and Reimbursements
2. Check/Update the rates for the current school year.
3. Once the rates are set to the correct prices, you will have to contact Horizon Software Support. They can run a script to update the rates for the report.

Need an Adult Roster Report

‍Run the Roster report selecting Non-students as the criteria.

How to view archived transactions.

Got to Reports > Standard

1. Select POS.
2. Select Transaction History Report
3. Enter a Student name, ID or PIN
4. Select the Date Range (If it’s not a current student, select Purged Customers)
5. Click Run

How do I remove a student or member from an application?

You can remove students/members from Solana FRO applications on the Application Details page.

Unable to close an open till.

Log in with pin number for user and click “Close Till”. After closing till, restart the terminal.

A parent responded to Verification with Refused Benefits. How do I update the application with that status?

Select Refused benefits and process the application that’s in verification status.

How to set Reimbursable Meal Pricing.

Go to Admin> Definition/Setup> Community> Reimbursable Meal Pricing.

1. Click the Edit button for the Eligibility that you wish to update.
2. Update/Verify the pricing for the First and Second Meals, for Breakfast and Lunch