POS Troubleshooting guide

Here you can find some of the most common errors or presumed as errors you might encounter in POS and how you can resolve them.

POS locks you out due to inactivity

What you see:

POS locks a user out after an amount of time.

Why it's happening:

It's possibly because of the POS settings or the iPad settings.

How to fix it:

  1. First try going to the POS > Menu (slide left to right at the main screen) > Settings > Auto log out.
  2. Check that you have the desired setting on (2 minutes, 5 minutes or never).
  3. Then go the the iPad Settings > Display and brightness > Auto-lock and choose the preferred amount of time.

Error with receipt logo while setting up the POS store

What you see:

While setting up your POS store on the iPad you get the error: "Failed to fetch the receipt logo - check the store configuration".
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Why it's happening:

The logo you have uploaded for this store's channel branding is not compatible.

How to fix it:

Most of the times the fix is achieved by: 

  • Making sure that you your brand logo file name does not contain any spaces
  • Making sure that the brand logo is in jpg, jpeg or png format
  • Trying a brand logo with a smaller resolution.

To upload a new brand logo, go to Brightpearl > Settings > Company > Company information > {choose to edit the channel brand that is associated with your POS store} > go to the Logo tab > upload the new image > update channel branding. Then select to build your store again in the iPad.

 

Orders seem to be un-synced

What you see:

When you visit Sales Search > Magnifying glass icon > Pending sync, you have one or more orders that have not yet been synced with Brightpearl. 
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Why it's happening:

The most probable reason why is no or weak wi-fi connection.

How to fix it:

Most of the times the fix is achieved by: 

  1. Checking and enhancing your wi-fi signal.
  2. Closing and re-opening the app (do not try to re-install the app though, as the orders are stored locally and will be lost).
  3. Try going to Support > Sync > Sync to force the syncing of the orders manually.
  4. If manual syncing does not work, submit a diagnostics file right after and get into contact with us to investigate. To submit your diagnostics file go to: Support > Submit data for diagnostics.

 

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