Troubleshooting POS guide

This article will walk you through some of the most common issues encountered when using POS, and provides steps to 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

This issue is likely due to either settings in POS or on the iPad itself.

How to fix it:

  1. First try logging into POS, then swiping from left to right to open the menu. Tap Settings > Auto log out.
  2. Ensure that your settings are correct (choose between 2 minutes, 5 minutes or never).
  3. Then go the the iPad's settings and go into Display and brightness > Auto-lock. 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 an error reading "Failed to fetch the receipt logo - check the store configuration".

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Why it's happening

This error occurs when the image uploaded as the store's logo in the channel branding is not compatible with POS.

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, log into the Brightpearl back office and click on Settings > Company > Company information. Click the pencil next to the channel brand associated with your POS store, then go to the "Logo" tab. Here, you can upload the new image and save your channel branding.

Once the new file has been uploaded, try to build your store again on the iPad.

Orders are not syncing

What you see

When you visit Sales Search > Magnifying glass icon > Pending sync in the POS app, you have one or more orders that have not yet been synced with Brightpearl. 

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Why it's happening

The most likely reason is that the iPad isn't connected to the internet, or that the WiFi signal is weak.

Another reason could be that something happened after the payments were taken, but before the order was submitted - for example, the app was forced to close or the iPad shut off.

How to fix it

Most of the time, you can fix this issue by:

  1. Checking and enhancing your WiFi signal.
  2. Closing and reopening the app (do not try to re-install the app, as the orders are stored locally and will be lost).
  3. Go to your pending sync list and open each order. Tap the three dots to open the menu, then tap "Restore". Make sure you tap “New sale” to get them submitted.

  4. Try opening the POS menu by swiping left to right, then tap Support > Sync > Sync to force a manual sync.
  5. If manual syncing does not work, submit a diagnostics file right after and get into contact with Brightpearl Support to investigate. To submit your diagnostics file go to Support > Submit data for diagnostics.
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