Troubleshooting

The local desktop can retain work while offline or paused. The cloud and mobile views show only records that have actually synchronized. Check the status instead of assuming every local save is already visible remotely.

Interpreting the status

Online/active synchronization processes queued operations. Offline or Paused retains local work and delays upload. Needs Attention indicates records that require investigation, such as rejected writes, version conflicts or incoming data waiting for local changes. The displayed issue count can include several kinds of work; it is not a count of lost sales.

Safe conflict procedure

1. Preserve the exact message, account, branch, record type and record reference. Keep the original local data and avoid repeated resubmission.
2. Go online with the correct account if authentication or expiry is the cause. Reload access when a verified role/branch has changed.
3. Compare the local and cloud versions. Choose which business values should remain; do not automatically replace a newer receipt design, profile or price with whichever version happens to load last.
4. For the account business profile, use the saved cloud profile when that is the selected source of truth. Keep admin-controlled country/currency and paper defaults authoritative.
5. Apply the supported resolution with recovery copies and compare-and-set checks. Recheck the queue and waiting incoming records afterwards. A cleared conflict alone is not proof that every upload/download has finished.

A specific failure to avoid

If account settings have not downloaded, the desktop must not invent a new India/INR profile over an existing foreign store. Editors now block this case and ask for online synchronization and reload. Never delete the local SQL file to fix it: that can discard unsynchronized transactions and recovery context. For support, provide record IDs and redacted messages rather than passwords, tokens, service keys or whole customer databases. Preserve both snapshots until resolution has been verified.

A CSV export is not a full backup. Use Settings > Backup & Migration and the supported archive format for recovering the local database, cost history and queued work.

Backup practice

1. Finish active saves and identify the intended store/device. Use the backup/export action offered by the current desktop build.
2. Choose a controlled destination outside the working database directory. Retain the archive’s date, device and store reference.
3. Verify that the file exists and keep an additional copy under the store’s security and retention policy. Protect it as business/customer data.
4. Keep backups before upgrades, imports, recovery and conflict repairs. Do not assume cloud sync is equivalent to a tested local recovery archive.

Restore practice

1. Ask an authorized administrator to review the recovery need. Preserve the current device database before attempting a restore.
2. Choose the archive through the restore action and read the preview: store identity, row counts, differences, mode and warnings.
3. Confirm only the exact reviewed archive and intended mode. If the file changes or the review becomes stale, review it again.
4. After a confirmed restore, reopen the workspace as directed. Check store/branch, invoices, payments, stock quantities, FIFO layers and the retained queue before resuming business.
5. Keep synchronization paused until an authorized reconciliation confirms that the restored local data and cloud history are compatible. A local restore does not restore the cloud database. Older archive versions can lack cost layers or other critical records and may be rejected. Do not replace files manually while the POS is open or remove its SQLite/WAL files in an attempt to start fresh.

Work from the specific record, branch and error. Preserve drafts and history before attempting a repair. These checks are safer than resetting application data.

Symptom First checks

Latest invoice missing Confirm successful save, invoice date, branch and status. Refresh local reporting. For mobile/cloud, check desktop sync.

Payment changes

collections but not sales

This is expected for an older invoice. Compare the payment date with the invoice date. Currency appears wrong Confirm portal country, finish synchronization and reload account settings. Do not save a default local jurisdiction.

Settings have not

downloaded

Go online, finish the initial download and reload. Preserve the existing cloud profile. Needs Attention persists Inspect the queue record/error and both snapshots. Resolve the actual conflict, then verify waiting downloads clear.

CSV stock did not match the

file

Check heading mapping, import mode, branch, SKU matching and

commit confirmation. Do not import the same receipt repeatedly. Profit incomplete Review recorded FIFO/legacy cost allocations. Current catalog price cannot reconstruct missing historical cost.

Manager sees the wrong

branch

Review actual login allocation, reload verified access online and test from that account. Do not rely on old descriptive text.

Video keeps appearing

during records

Use the updated build. Branding is for startup; normal record/page loading is plain text.

Printer accepted request but

no paper

Check Windows queue, correct printer, connection, paper and driver width. Verify history before repeating a save. If the outcome of a write is uncertain, inspect the existing transaction before submitting again. For a blocked closed-day write, transfer reconciliation or invalid role, ask the responsible administrator to review the existing record. Keep backup archives and conflict recovery copies until the issue has been verified.