Help & troubleshooting

Fix a common problem

Check the symptom and preserve the transaction before trying again.

WHERE TO FIND IT

POS / the affected screen

Step by step

Printer silent: check power, paper and cable; test the printer, then reprint the existing receipt.
Barcode not found: search the product and check its saved barcode, active status and store stock.
Sale will not sync: keep the device and browser data intact; note the error and ask a manager.
Payment uncertain: check the merchant confirmation or card-machine record before requesting another payment.

Printer silent: check power, paper, cover and the correct terminal’s printer selection. Reconnect or pair the device, run Test print, then retry the queued receipt.
Garbled receipt: verify the selected printer mode, paper size and supported character settings. Compare a hardware test with a browser print to isolate the connection.
Drawer will not open: check the key lock and printer cable, printer power and drawer permission. Use Test drawer in diagnostics. A cash discrepancy needs a movement-history review, not a hardware reset.
Scanner does nothing: focus the scan field, check keyboard mode and Enter suffix, then confirm the product barcode and active status. For camera scanning, check the chosen camera and browser permission.

Forgotten password: use the sign-in reset action and the registered email. If a reset message is missing, check spam and ask an administrator to check mail delivery.
Unexpected sign-out: check whether one-device-per-account is enabled or an administrator revoked the session. Use your own account, not a shared staff login.
Refund, export or another branch missing: check the role permission and assigned stores. Changing the browser or guessing a page address does not grant access.

Sale will not complete: check payment coverage, customer credit, selected store, shift, available stock and eligible batches. Read the validation message before changing the basket.
Wrong completed sale: use an eligible Void or Return with a reason. For uncertain bank payment, verify the external transaction before collecting again.
Old values or slow pages: confirm changes were saved and check store and filters. Reload only after checking for pending offline work; close unused tabs and check the connection.
Rejected offline sale: retain browser data, inspect the till queue or back-office sync log and correct the recorded cause. Retry once ready and confirm there is only one saved sale.

Expected cash starts with opening float, adds cash sales and recorded cash-ins, then subtracts cash refunds, cash-outs and linked drawer payments. Count only the notes and coins physically present.
Compare actual minus expected cash. Check missing movements, duplicated expenses, supplier cash payments and change given. Card and LankaQR amounts do not belong in the drawer count. Record the real variance and reason instead of changing sales to make it zero.