Troubleshooting

How to use this page

Use the symptom index first, then open only the matching issue card below.

Quick Symptom Index

Symptom	First action	Jump to
Cannot sign in	Retry PIN once, check internet	Login fails
Printer/device not ready	Check status, run Test Print	Printer or device not ready
POS Code is required	Fill POS Code in Settings	POS code required
Payment fails or is unclear	Retry once only if clearly failed	Payment cannot complete
Cannot modify completed payment	Check third-party/payment lock rules	Modify payment is blocked
Cannot split/merge/void	Send pending items, clear edits	Split, merge, or void is blocked
Day-end cannot proceed	Re-check business date and pending transactions	Day-end cannot proceed

Global Triage Rules

Stop repeated retries

For payment and financial actions, do not retry repeatedly when result is unclear. Retry once, then escalate.

Always capture evidence before escalation

Keep transaction number, terminal POS code, timestamp, and the exact on-screen message.

Issues by Symptom

Login fails

Open steps

1. Re-enter PIN carefully and tap SIGN IN.
2. Confirm correct staff account/role is being used.
3. Verify internet is stable.

Escalate to manager/admin when:

1. Login still fails after two attempts.
2. Subscription/offline warning blocks login.

Printer or device not ready

Open steps

1. Open Devices -> Printer.
2. Check status dot and open Info.
3. Run Test Print.
4. Check paper, cover, and network.
5. Use Manage Spooler if queue is stuck.

Escalate to manager/admin when:

1. Test print keeps failing.
2. Printer remains offline after local checks.

POS code required

Open steps

1. Open Settings -> General.
2. Fill POS Code.
3. Tap Save.
4. Return to Devices and retry.

Escalate to manager/admin when:

1. Cashier cannot edit settings.
2. POS code is unknown or rejected.

Payment cannot complete

Open steps

1. Confirm selected payment method is valid for this order.
2. If discount rules require a method (for example Octopus-linked), use that method.
3. Retry once only if status is clearly failed/cancelled.
4. If still failing, switch method based on store policy.

Escalate to manager/admin when:

1. Payment outcome is unclear (duplicate risk).
2. Payment flow appears stuck.

Modify payment is blocked

Open steps

1. Check whether payment is third-party linked.
2. Follow store policy for correction (often Return flow).
3. Record transaction details before handoff.

Escalate to manager/admin when:

1. Financial impact requires approval.
2. Both modify and return paths are blocked.

Split, merge, or void is blocked

Open steps

1. Send unsent items.
2. Clear pending edits.
3. Retry action once.

Escalate to manager/admin when:

1. Action stays blocked after clean retry.
2. Operation needs manager approval.

Day-end cannot proceed

Open steps

1. Re-check business date/time.
2. Confirm no active/pending transactions remain.
3. Retry with manager account.
4. If you see Day-end has already been processed for the selected day, do not retry the same date.
5. Select another date, or review the existing report for that date.

Escalate to admin when:

1. Business date appears incorrect.
2. Day-end validation remains blocked.
3. Selected-date turnover/report output is inconsistent after successful day-end.

Escalation Data Template

Always provide:

• Terminal POS code
• User name
• Transaction/receipt number (if applicable)
• Exact screen/action
• Error message text
• Timestamp