All users
Troubleshooting
Start by checking the account, location, connection and filters. Give support a clear description and a screenshot with private details concealed.
3 procedures · Field reference · Practical example · Common questions
In this module
Understand the workflowField referenceResolve common problemsUnderstand the termsPrepare a useful support reportPractical exampleCommon questionsUnderstand the workflow
Diagnose a problem by the record and action involved: identify the business/outlet/user, note the time and reference, check filters and connection, then inspect the relevant history. Repeating a save is unsafe when acceptance is uncertain. Support needs a clear reproducible description and sanitized screenshot, not passwords or unrestricted copies of customer data.
Field reference
Use this while completing the form. A required field is marked with *; conditional fields appear only when enabled.
| Field / control | What to enter or understand |
|---|
| Record reference | Invoice/job/project/local sale reference used to locate the issue. |
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| Expected / actual result | What you intended versus what the screen actually displayed. |
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| Platform / version / connection | Web, Windows or Android, release and online/offline state. |
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| Evidence screenshot | Show relevant controls and message, conceal private/credential data. |
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| Retry / duplicate risk | Determine rejection versus uncertain confirmation before retrying. |
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PROCEDURE 01
Resolve common problems #
Where to go Affected screen
Before you start
Keep the invoice/reference and do not repeat a payment or sale blindly.
Steps
- No products: confirm Live API mode, location, product-location assignment and connection. Offline users need a successful download for that outlet.
- No customer match: check stored name/mobile formatting and permissions. Try last digits; reconnect/download to get newly added contacts.
- No lot selection: check lot tracking, purchase/opening-stock batch data, available quantity and outlet.
- Server not responding: verify the approved HTTPS server. If the address starts 127.0.0.1, you are pointing to a local test service. Sign in again for an expired session.
- Unclear sale confirmation: use the pending operation’s Retry confirmation and inspect history before creating another bill.
- Printer problem: check printer/driver, paper size, preview and connection. Reprint the existing bill; do not resell.
- Missing menu/action: ask the manager to review the role, locations, subscription and enabled module. Some ERP actions are web-only.
- Offline PIN locked: wait for the temporary lock period shown. Do not clear app storage to remove the lock while it contains sales.
Check the result
You can narrow the cause and preserve your transaction records.
PROCEDURE 02
Understand the terms #
Where to go Throughout Compact
Before you start
Use these meanings when discussing records with support.
Steps
- SKU identifies a product/variation for search and scanning. Unit is the measurement such as piece or kilogram. Lot/batch identifies stock from a specific receipt.
- Opening stock is inventory already owned when starting. Purchase receives supplier goods. Transfer moves goods between locations. Adjustment records a stock discrepancy.
- Draft/quotation/suspended bill is saved work. Final sale is an invoice. Paid/partial/due describes payment coverage, not delivery status.
- Register is a cashier shift. Opening cash is its float. Expected drawer is calculated cash. Actual closing cash is the physical count.
- Queued offline sale is device-only pending work. Confirmed means accepted by the server. Needs review means the saved sale needs attention.
Check the result
Staff use the same language for the same events.
PROCEDURE 03
Prepare a useful support report #
Where to go Affected module → relevant record
Before you start
Preserve any pending local records and do not clear storage.
Steps
- Write the business/outlet, staff role, platform and approximate time of the problem.
- Record the invoice/job/project/local reference and the exact steps that led to the issue.
- Describe expected and actual result. Note whether the issue occurs online/offline or only with one item/contact.
- Take a screenshot of the relevant message/controls with credentials and private details concealed.
- Check history/confirmation status before repeating the action, and provide the result to authorised support.
Check the result
Support can identify the affected workflow without guessing or exposing secrets.
IN PRACTICE
A practical example
Useful: Android, Main Store, invoice/local reference X, checkout at 14:10, timeout then queued status, history checked and no confirmed bill yet. Less useful: Cash not working, with no reference or explanation.
Common questions
Should I reinstall to fix a sync warning?
Preserve pending records first. Clearing/uninstalling can remove unsynchronized work.
Should I send my password in a screenshot?
No. Use sanitized evidence and the authorised support/credential procedure.
