Troubleshooting
The common problems in a shop — a till that cannot see the server, a receipt that does not print, a sale that is refused — and what to do about each.
- Who can do this
- Everyone
Start with the symptom. When the screen shows a message, the message index explains every one of them.
The till says "Can't reach the server"
The till cannot see the server PC. Major keeps trying by itself, and a ticket that was already on screen is not lost.
- Is the server PC on and awake? A PC that went to sleep drops every till. Set its power plan to never sleep.
- Is the till's network working — the cable, or the Wi-Fi? Try opening another page on the same till.
- Did the server PC's address change? The till remembers the address it was installed with. If the router gave the server PC a new address, give it a fixed one in the router and point the till at it again (Install the till app).
- Is the Windows firewall on the server PC blocking the port? The server installer adds the rule; a security program installed later can remove it (Install the server).
The receipt does not print
Look at the printer icon in the header first (Warnings and coloured bars).
| What you see | Cause | What to do |
|---|---|---|
| No receipt printer (red) | No active receipt printer in this branch. | Add one, or switch one on, in Settings → Printers (Printers). |
| Print program isn't running | The till app on the computer the printer is plugged into is closed. | Open the till app on that computer. Receipts are waiting, not lost — they print as soon as it is back. |
| The printer is marked as not connected | Windows on that computer no longer lists the printer (renamed or removed). | Edit the printer and pick it again from the list the computer reports (Printers). |
| Nothing is wrong on screen, but no paper comes out | Paper, power or cable. | Check the paper roll (thermal paper prints on one side only), the power and the cable, then use Test Print. |
| It prints on the wrong printer | The till is not bound to its own printer. | Bind each till to its printer in Settings → Tills (Tills and pairing). |
| The kitchen gets nothing | The item's category has no kitchen printer. | Set it in Kitchen routing. |
A receipt that did not print can always be printed again from the ticket (The receipt).
A sale is refused
| Message | What to do |
|---|---|
| Open a shift before starting a ticket. | Open the shift first (Open a shift). |
| Not enough stock | Receive the goods, or correct the count (Receive, adjust and waste). A shop that allows selling below zero sets that per item. |
| The trial or subscription has ended (details) | Renew the licence (Licence and trial). Open tickets, reports, returns, closing the shift and backups keep working. |
| "We need to verify this device's time" (details) | The server PC's clock went backwards. Set the correct date and time on the server PC. |
| A batch or serial number cannot be sold | It has expired, been recalled, or is in another store. See Serial and batch items. |
Sign-in
- Wrong email or password: check the keyboard language — an Arabic keyboard types Arabic letters into the password.
- After several wrong attempts, sign-in is locked for 15 minutes. Wait, or have the owner reset the password from Staff.
- A cashier sees only the till after signing in: that is their role, not a fault (Roles and permissions).
The till asks to be paired again
The till's pairing was revoked in Settings → Tills, or the till was pointed at a different server (details). Pair it again with the PIN; it comes back as a new till (Tills and pairing).
The kitchen screen gets no orders
- Is the order sent? Items stay held until someone presses Send to Kitchen (Send to the kitchen).
- Does the item's category go to this station? See Kitchen screens.
- Is the screen connected? A red "Reconnecting..." bar means the network (Lock and reconnect).
"Backup out of date" or "Backup failed"
Take a backup now from Settings → Backups. If it fails again, check that the server PC's disk is not full — backups are kept on that disk (Backups).
Every till stopped and says the database needs upgrading
Only in shops that share one database between several server PCs: the server was updated and the database must be upgraded once. The owner presses Open database settings on the bar and runs the upgrade; a backup is taken first (Database).
Still stuck
Open Help from the user menu (Help) and contact us. Tell us what you pressed, the exact message on screen, and the version shown in the user menu.