FAQs

This page will help you find answers to Frequently Asked Questions

• What equipment do I need for the MyBusiness app?
  Apple iOS device, Zebra ZQ520 printer, and a Gimme DEX Adapter (if you have a DEX store). The Apple iOS device will need to have the latest iOS version available. We recommend the printer and DEX adapter be purchased from https://shop.barcominc.com.
• When I go to view deliveries it says "No Deliveries Available", what do I do?
  You will need to re-authenticate in the app. To do so, follow these steps:
  1. Select the Menu at the top right
  2. Select Settings
  3. Scroll all the way to the bottom and Select Reauthenticate
  4. Enter your password
  5. Select Login
  6. Go back to view deliveries
  
  We apologize for the inconvenience and are working on making this a better experience.
• Do I need to print an invoice for my own records?
  McKee saves digital invoice receipts and you should typically be able to access any of your invoices for several years. However, we highly recommend that you print and keep a hard copy for your records.
• Do I need to bring my printer inside the store with me?
  We highly recommend that you bring your printer in with you. The Zebra printer was designed to be lightweight, rugged, and wearable. You can wear the printer with the shoulder strap or with the belt clip.
• I am having issues connecting to my printer for the first time, what do I do?
  If the bluetooth icon is showing on the screen, most likely another device is already connected to the printer. Try to check other devices to make sure they aren't connected to the printer. The printer can only be connected to one device at a time.
  
  If the bluetooth icon is not showing on the printer screen, try holding the feed button for 5 seconds. The feed button is the button two to the right of the screen.
  
  Once you have connected, we recommend going into the MyBusiness App -> Menu -> Settings -> Send Printer Settings
  
  If your printer isn't listed or still is not working, go to 'My Printer says it's connected but isn't printing, what do I do?' and/or 'Printer isn't printing and says 'Not Connected' in bluetooth settings, what do I do?' in this FAQ. If you have already done all of these steps, contact Zebra Support at 877-275-9327.
• Printer isn't printing and says 'Not Connected' in bluetooth settings, what do I do?
  Here are some steps to reconnect your printer:
  1. Remove battery from printer for 10 seconds
  2. Put battery back in and boot up printer
  3. Open Bluetooth settings in iOS Settings App
  4. Select blue information button next to your printer
  5. Select 'Forget This Device'
  6. Confirm 'Forget This Device'
  7. Reconnect to your printer by selecting your printer's SN# listed under 'Other Devices' (The loading spinner beside 'Other Devices' does not stop. Do not wait for it to stop.)
  
  If your printer isn't listed or still is not working, go to 'My Printer says it's connected but isn't printing, what do I do?' in this FAQ. If you have already done both of these steps, contact Zebra Support at 877-275-9327.
• How can I add a new user to the MyBusiness App?
  The MyBusiness app is meant for each user to have their own account login for the app. There are a number of steps that a principal distributor takes to add a new user. These steps are completed in the Distributor Authentication app AND in the MyBusiness app. Below are the steps for each.
  
  1. Access Distributor mobile at www.emckeeapps.com/container.
  2. Log in as Principal.
  3. Tap the authentication app.
  4. Tap invite.
  5. Fill out the form with new user’s information.
  6. Tap Send Invitation.
  7. A notification will appear stating that the invitation email has been sent.
  8. The location operator will open the email and follow the instructions there to complete the creation of their account. (Email is from NoReply@mckee.com; Be sure to check spam folder if it isn’t in the inbox)
  9. (Optional) In the Authentication app, under the sales operator user access, the principal can modify the sales operators permissions. By default, the sales operator is given permissions. It is suggested that the principal review these and change if needed. To change a permission, tap on the category and then tap the plus icon to add, and again to remove. Principals can review more detailed permission information from the Pocket Guide app in Distributor Mobile.
  10. Wait 15 minutes from when the user was initially invited
  11. Open MyBusiness App as Principal
  12. From the home screen in MyBusiness, tap Principal then Permissions.
  13. Tap the sales operator that they would like to modify. (If it has been 15 minutes and you still don’t see them, swipe down and it should load them)
  14. Tap the dropdown error next to the location they wish to give access to.
  15. Tap the workflows that they would like to give the sales operator access to.
  16. Tap Save.
  17. The sales operator can now log into the MyBusiness app and use it.
• My Printer says it's connected but isn't printing, what do I do?
  Here are some steps to try to troubleshoot your printer issues:
  1. Hard reboot iOS device. Steps vary per device. https://support.apple.com
  2. After reboot, open Bluetooth settings in iOS Settings App
  3. Verify printer is still connected or connect to it by selecting your printer under 'Other Devices'. (The loading spinner beside 'Other Devices' does not stop. Do not wait for it to stop.)
  
  If your printer is still not working, go to 'Printer isn't printing and says 'Not Connected' in bluetooth settings, what do I do?' in this FAQ. If you have already done both of these steps, contact Zebra Support at 877-275-9327.
• I just added a store (Cash or Charge), why is it not showing up in the app?
  The add store feature isn't instantaneous. This process can take up to 24 hours. Once the store has processed through our system it will show up in your store list.
• Why does the printer slow down when it's cold outside?
  The ZQ520 incorporates a new feature that optimizes performance in cold-temperature scenarios. This allows the printer to continue operating, even in cold conditions. As the printer warms up, the printer will automatically stop using the Cold Temperature Compensation feature.
  
  NOTE: When the printer enters Cold Temperature Compensation mode, the print speed will be automatically varied to ensure optimal print density. The unit may be audibly louder or print slower when the printer is using the Cold Temperature Compensation feature.
• My DEX is not transmitting, what can I do?
  Try the following steps to resolve your DEX issues:
  - Be sure to keep the app open and keep your iPhone/iPad close to the DEX Key during transmission.
  - Paper Clip Method – Pull the DEX key out a mm or so. You should feel tension which means the connection is good. Some users put a paper clip in between to help create that small gap.
  - Close app and re-open – If you are on the invoice review screen or DEX screen, it should offer to restore invoice when you close and re-open the app. (Refer to “How do I close the app?” if you need further assistance)
  - Make sure bluetooth permissions are allowed in MyBusiness. (Go to Settings app, then navigate to MyBusiness, then verify Bluetooth and other settings are set to allow.)
  - Reboot phone – If you are on the invoice review screen or DEX screen, it should offer to restore invoice when you re-open the app. (Refer to “How do I hard reboot my iPhone?” if you need further assistance)
  - Re-install the app – You will not be able to restore invoice with this. We recommend using your check-in sheet to quickly recreate the invoice after re-install. When uninstalling the app we highly recommend first logging out to ensure you don’t lose any pending invoices.
  
  Click here for the DEX Troubleshooting Guide.
  
  If you are still unable to DEX after completing these, please contact IDEAS.
• When I'm creating an invoice, why is the inventory not decrementing when I complete the transaction?
  Use the following to determine which inventory catalog is being used:
  1. At the Home screen look at the top left and note which location # is being used
  2. From the Home screen tap on Inventory
  3. Tap on Default Inventory
  4. Verify it is set to the desired location and catalog
• Why is my screen is blank and all white?
  While in the My Business app, if a white screen appears when selecting a store or any function, you should try closing the app, openning, and re-loading data.
• How do I close the app?
  1. Go to Recent Apps
    a. iPhone X or newer - Swipe up from bottom of screen
    b. iPhone 8 or older - Double-click home button
  2. Swipe MyBusiness App up off the screen
• How do I hard reboot my iPhone?
  The steps to do a hard reboot vary by device model. Refer to this apple support site to do this for your device. https://support.apple.com
• How do I re-load data?
  From Home page in app, swipe down.
• Does the app download or upload data while running in the background?
  No. Be sure to have the app open for the data to sync between your device and McKee servers. It is highly recommended that you verify your invoices are 'Up to Date' on the today screen in the top right corner at the end of each day.
• What do I do if the today screen says Pending with a number before it?
  This means that you have invoices that haven't been sent to McKee servers. Here is what you can do to send manually:
  1. Verify you have a good internet connection
  2. Select the 'Pending' notification
  3. Select the icon that has cloud with arrow next to each invoice
  4. Verify it says 'Up to date' on Today screen
  
• Why are my user name and password are not being accepted?
  Verify you have a data connection, cellular or Wi-Fi. If not wait until you do have a connection and try logging in again.
  If you have a good connection, make sure that you are on the right environment.
  
  Use the following to verify you are logging into production:
  1. At the Login Screen tap Settings at the top right
  2. Select Development Tools
  3. Verify the environment is set to production, if not change it
  4. Try logging in again
• Why is my paper from the print coming out all bunched together?
  Try sending the print settings to the printer, which will ensure the printer has the most current settings.
  
  Use the following to send the printer settings to the Zebra printer:
  1. At the Home screen tap on the hamburger menu at the top right
  2. Tap Settings
  3. Tap on ‘Send Printer Settings’
  4. Tap on ‘Print Test Page’
  If you still have issues, try taking out your paper and putting it back in.
• Why is the special pricing list I am creating not saving?
  Only one special pricing list can be applied per retailer. When you are adding the special pricing list to a retailer in the workflow, the last one that you save will be the list applied to the retailer. You must create one list with every product you want special pricing on and assign it to the retailer.
  
  Use the following instructions to view if Special Pricing is being applied to a retailer:
  1. From the Home screen tap on Sales Transaction
  2. Select the store, if it does not appear in the daily schedule you will need to tap on ‘Select Another Store’ and select the store
  3. Tap Edit at the bottom left
  4. View the Special Pricing field and see if anything has been applied. If it says ‘Select Special Pricing’, then no special pricing is being applied.
• Why is the retail pricing not printing on the invoice?
  Usually this is because the template has it set to zero. You will need to stop that promotion and go set it up again. This time typing in all of the retail prices. We do not allow the edit of a promotion as of this time. It gets confusing if there are already invoices against a particular promotion. To simplify that issue, a promotion is setup, and then can be ended.
  
  There are two ways to get the retail price printing on the invoice. Either Promotions or Special Pricing can be used to get the retail price to print on an invoice. Use the following instructions for Special Pricing to get the retail price to show up on the invoice:
  1. From the Home screen tap on Special Pricing
  2. Tap on ‘Create New List’
  3. Type in a name for your list and tap ‘Next’
  4. Select the products you want on the list and when finished tap on ‘Save’
  5. Edit the Retail price for each product and when finished tap on ‘Next’
  6. Select the stores you want to assign the Special Pricing to and when finished tap on ‘Next’
  7. Review your Special Pricing template and if everything is correct tap ‘Save’
  8. The retail price will now print on the invoice
• What do I do if I accidentally invoiced the wrong store?
  Call DAR at 1-800-447-1264 (Option 1) the invoice is transmitted to the bakery immediately after saving the signature, so there is no way to edit or void it at this stage. My Business does have a GPS feature that captures the latitude and longitude when you create an invoice. If you try to create an invoice outside of the geo-fence for a particular store, then you will get an alert. Enable Location Services for this feature to work properly.
  
  Use the following instructions to enable Location Services:
  1. Exit out of My Business by tapping the Home button
  2. Tap on Settings
  3. Tap on Privacy
  4. Tap on Location services
  5. Turn on Location services by moving the slider to the right, it will turn green
  6. Tap on My Business and choose ‘While Using the App’ (You should have a check mark to the right)
• I do not have data connection and I just broke my phone. What do I do?
  Unfortunately all of the invoices have not been transmitted so you will need to get a copy of every invoice and call DAR. Distributor Accounts Receivable will instruct you on what to do to ensure you get credit for your invoices.
  
  Note: It is highly recommended that the device running the My Business application have an always on cellular data connection.
• What if I don’t want to buy an Apple device?
  You can continuing transmitting with your HHU until it is discontinued. End of life for the hand held units is scheduled for March 31, 2020 at which time you will need an iOS device to transmit.
• What do I do if the application glitches or is behaving weird?
  Make sure the app is on the latest update from the app store. If it is already up to date, verify your outbound data has sent and re-install the app.
  
  Here are the steps to check outbound data and re-install the My Business App:
  1. In the app, go to the hamburger menu on the top right
  2. Go to Settings
  3. Go to View Outbound Data
  4. Verify there are no remaining items that are critical to sync to the bakery
  5. Push the Home button on your device
  6. Find the My Business icon on your homescreen
  7. Lightly hold down on the icon for 5 seconds (the icons should all be wiggling)
  8. Select the ‘X’ on the icon
  9. Select Delete
  10. Push Homescreen button to stop wiggling apps
  11. Open the app store
  12. Search “mckee foods”
  13. Select the cloud with a down arrow button next to the My Business App
  14. Once installed select Open
• What if I have questions regarding promotion participation?
  Distributors know that choosing to participate in promotions is a great way to improve their relationships with their customers and grow their sales. If you have any questions regarding your business’s opportunities with, or choice to participate in, promotions that McKee helps to support, please contact Mark Brockwell at (423) 238-7111 ext. 24247. Of course distributors are free to set up their own promotions with the stores they sell to. McKee may be able to provide distributors support for these distributor promotions as well and encourages you in these efforts to maximize your sales and profits.
• What do I do if my device’s battery keeps dying before I finish for the day?
  Cellphones and Tablets are power hungry devices so it is recommended that you keep a car charger available to prevent any loss of data. There are also cases for your device that contain batteries. One of the more popular ones is by Mophie - http://www.mophie.com
• Why is my newly invited user not showing up on principal’s permissions screen?
  After a principal distributor invites a user via the authentication application, it takes up to 15 minutes before the user will show up on the permissions screen. If it has been longer than 15 minutes, reload data on Permissions screen.
• How do I sell caddies in the app?
  Caddies work similar to a normal product. If you sell caddies, you should see a 'Caddies' product line when creating/editing a shelf set. If you do not see that product line, call IDEAS for caddies to be added to your catalog.
• How long does it take to my printer to arrive after ordering from barcom?
  It takes about a week after ordering for your printer to arrive depending on your location.
• Do I have to buy my own printer paper?
  Yes. You can buy your paper from Barcom at https://shop.barcominc.com.
• Does the old paper work in the new printer?
  Yes, however you may need to rip some paper off to use it. The zebra printer paper is a shorter roll.
• Why is my printer is printing crooked or off the paper edge?
  Usually this is due to incorrect paper or paper getting misaligned. We recommend buying Zebra receipt paper through Barcom. If your paper is misaligned, you should be able to take it out and put it back in to realign it.
• Do I have to buy my printer from Barcom?
  The Zebra printers purchased through Barcom have the option for a warranty/advanced exchange and are designed to work with the app. Zebra printers purchased elsewhere may not function correctly with the app.
• Can I use my current PW50 with the app? No. The printer settings have to be sent from the app to the printer, the app is configured for the Zebra printer only.
• Where do I go to check my printer Warranty?
  https://supportcommunity.zebra.com/s/warrantycheck
• How long can I extend my warranty till?
  You can extend the warranty up to 24 more months (60 months/5 Years total). To do this, call Dru at Barcom. Her number is (423) 855 -1822 ext. 3022.
• What is included in my warranty?
  Here are the things included in your Warranty coverage
  - Repair, restore or replace if there is a functional failure due to accidental damage, which is damage due to unexpected, unintentional one-off incidents or non-deliberate external action
  - Damaged print heads are included
  - Shipping printer next business day to WD
  - Shipping broken printer to the service center
  
  Here are the things NOT included in your Warranty coverage:
  - Batteries
  - Accessories such as Chargers, straps, soft cases
  - Unusual abuse
  - Fire, theft, flood
• What is the difference between factory vs extended warranty?
  
  - Extended warranty is 3 years vs factory warranty being 1 year.
  - Extended warranty will ship you a new printer on next day business vs factory warranty requiring you to ship old printer in to get fixed or replaced and then ground shipped back.
• How do I get my printer repaired when it is under Warranty?
  To request a repair call (800) 653-5350, then 0#, then 1 for printer repair OR you can go on the web at https://www.zebra.com/us/en/support-downloads/request-repair/printer-ro-na.html.
  
  Before requesting an RMA (Return Authorized Request), be sure to have the following:
  - Printer’s serial Number
  - Description of the problem
  - Address to ship the replacement to
  If requested before 2pm eastern time you will have your replacement on Next Business Day.
• How do I create a separate invoice for Sunbelt or another product line?
  You can create multiple transactions of the same transaction type in the app. First, create one of the transactions. Then at the bottom of the screen, select "Add/Edit", then select "Add". These will be separate invoice numbers. You can do this for as many Sales, Returns, Buyback, and/or Samples as you desire.
• Why is my printer saying it is out of paper, but it isn't?
  This is caused by a bad sensor. We recommend replacing the printer especially if it is under warrenty. If you want a quick fix, you can tape paper over the sensor and it typically fixes the issue for a period of time. Click here for a picture for the quick fix.