POS Troubleshooting

1.Barcode Not Scanning

Description

The barcode scanner is not detecting or reading the barcode when trying to scan an item at the POS.

Possible Causes

The item does not have a barcode assigned in the ERP system.
The barcode scanner is not connected or is malfunctioning.
The product database is not synced with the latest items.
Barcode is damaged or unreadable.

Steps to Troubleshoot

Verify Barcode Exists in ERP:

Open the ERP Console.
Search for the item and confirm that a valid barcode is assigned.

Sync Product Data

Go to Settings in the POS.
Tap the “Sync Products” button to update the item list from the server.

Check the Barcode Scanner:

Ensure the scanner is plugged in and powered on.
Test the scanner using a known working barcode.
If using a wireless scanner, ensure it’s properly paired.

Check the Physical Barcode:

Inspect the barcode label for damage, smudging, or fading.
Try scanning a different product to rule out barcode quality issues.

Restart the POS:

If syncing and scanner checks fail, try restarting the POS application or device.

2.Item Not Found.

Description

When scanning a barcode or searching by name/item code, the POS shows “Item Not Found” or fails to display the product.

Possible Causes.

The item does not exist or is inactive in the ERP system.
The product data has not been synced to the POS.
The scanned barcode or entered Item ID is incorrect.
The item is assigned to a different outlet or location.

Steps to Troubleshoot

Check Item in ERP Console:

Open the ERP Console.
Search using the Item ID or Name.
Ensure the item exists and is active and assigned to the correct outlet/store.

Sync Product Data:

On the POS, go to Settings
Tap the “Sync Products” button to update the item list.

Verify the Item ID or Barcode:

Make sure you're scanning or entering the correct Item ID or barcode.
Cross-check with ERP to confirm it's accurate.

Check if the Item Is Assigned to the Correct Category

Confirm the item is properly categorized and not excluded from the POS.

3.Invoice Not Printing

Description

When scanning a barcode or searching by name/item code, the POS shows “Item Not Found” or fails to display the product.

Possible Causes.

No default printer is selected or connected.
The user does not have a print template assigned.
A new template was added but the POS was not restarted.
Printer is offline, out of paper, or malfunctioning.

Steps to Troubleshoot

Check Default Printer Settings:

Go to Settings → Printer Settings
Ensure a default printer is selected.
Verify that the correct printer is selected for invoice printing.

Verify Print Template Assignment:

Open the ERP or Admin Console.
Check if the user has a valid print template assigned.
If no template is assigned, assign one and save the settings.

Restart the POS Application:

If a new template was recently added or changed, restart the POS to apply the update.

Test the Printer:

Try printing a test page or a small piece of default text from the POS or operating system.
Make sure the printer is online, has paper, and is not showing any error lights.

Check Printer Connection:

Ensure the printer is connected via USB, Bluetooth, or network.
Reconnect or restart the printer if needed.

4.Promotion Not Available or Incorrect

Description

Promotions are either not appearing at the POS, not applying as expected, or displaying incorrect discount values.

Possible Causes.

The promotion is not assigned to the correct branch/store in the ERP.
The promotion value is incorrectly set (e.g., too many decimal places).
The POS has not been synced after new or updated promotions.
Promotion is expired or inactive.

Steps to Troubleshoot

Verify Promotion in ERP Console:

Open the ERP Console.
Go to the Promotions section.
Confirm that the promotion is:

Active
Assigned to the correct branch/outlet
Valid within the current date and time

Check Promotion Value Format:

Ensure the promotion/discount value is set with maximum two decimal places.
Example: ✅ 10.00 ✅ 10.123

Sync Promotions in POS:

Open Settings → Sync Promotions.
This will fetch the latest promotion data from the server.

Check Promotion Rules:

Review promotion conditions (e.g., min quantity, time restrictions, specific products).
Ensure the current sale meets all criteria.

5.Unable to Login to POS

Description

User is unable to log in to the POS system. The login screen either shows "Invalid credentials" or keeps loading.

Possible Causes.

Incorrect username or password.
POS profile not assigned to the user in ERP.
No internet connection or unstable network.
POS app needs to be restarted after updates or profile changes.

Steps to Troubleshoot

Verify Username and Password:

Open the ERP Console.
Navigate to Offline user list.
Ensure the username and password entered at the POS match the credentials in ERP.

Check POS Profile Assignment:

In ERP, confirm the user has a POS profile assigned.
Make sure the profile includes the correct permissions and outlet access.

Test Internet Connectivity:

Ensure the device is connected to the internet.
Open a browser or run a speed test to confirm connectivity.

Restart the POS Application:

Close and reopen the POS app to apply any changes made in ERP.
This helps especially if a new user or profile was recently added.

Tip

Always restart the POS app after making changes to user credentials or profiles in ERP to ensure they are applied properly.

6.Price Mismatch

Description

The item is found in the POS, but the price shown is incorrect or does not match the ERP system.

Possible Causes.

The item price was recently updated in ERP but not synced to the POS.
The POS is displaying an old cached version of the product list.
Price is incorrectly set in the ERP or under the wrong price group.
The item is assigned to a specific branch or price profile not matching the POS settings.

Steps to Troubleshoot

Verify Price in ERP Console:

Open the ERP Console.
Search using the Item ID or Name.
Confirm the price is correct and assigned to the right branch/outlet or price profile.

Sync Product Data on POS:

Go to Settings → Sync Products.
This ensures the POS receives the latest pricing data from ERP.

Check for Active Price Lists or Promotions:

In ERP, check if there are price lists or promotional pricing applied to the item.
Ensure the active pricing applies to the current store or terminal.

Restart POS Application:

After syncing, restart the POS to refresh the data and apply pricing changes.

Cross-check Other Items:

If multiple items have incorrect prices, it may indicate a sync issue or pricing profile misconfiguration.