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Order not appearing at a register

This usually occurs when the sync_server application is not running on the server, or if the IP address of the server that the sync_server application is running on has changed.

Other symptoms include, but are not limited to:

  • Sales from the registers not appearing in Back Office;
  • New products not being available at Point of Sale;
  • Orders/Quotes/Layaways not being available or updated;
  • Changes to product pricing and information not being updated at the register;
  • Customers added at the register not showing up in the Back Office.

To troubleshoot:

Step 1: Reboot the Point of Sale workstation and see if that fixes it – sometimes the register’s sync_local utility gets itself stuck and stops communicating with the server. If that doesn’t work, move on to step 2;

Step 2: Check to see if sync_server is running by going into Back Office » Utilities » Communication Status on the server. If the SyncServer Application Running on the top right hand side of the screen has a green check-mark then go to step 6;

Step 3: If the sync_server is not running then refer to the http://aralco.com/helpme/startingsync_server/ article for further instruction;

Step 4: If the sync_server will not start, then the Microsoft SQL Server is not running properly and needs to be restarted. Refer to this http://aralco.com/helpme/back-office-run-time-error-91/ article for further instruction;

Step 5: Once you’ve started the sync_server, wait a few minutes and the sales etc. from the registers should start uploading to the server, and updates to products, customers, etc. from the server will begin making their way to the registers;

Step 6: Confirm the IP address of the server is the same that the Point of Sale sync_local utility is pointing to. Refer to this article “Server IP Address Change” for further instruction.

If this doesn’t solve the problem, click here to report the issue and an Aralco Support Rep will get back to you as soon as possible.

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