Manual

#Contact us

Tell us which screen you are on and what you expected; a photo or screenshot of the message helps. For the program, the machine code (CP-…, on Settings → License) and the version (Settings → Support) let us find your licence. For CreekPOS Online, the tenant id on Billing → Plan & usage.

#The printer does not print

• No printer selected (Settings): choose the receipt printer in Settings → Printer & receipt.
• The receipt was saved but not printed: no printer is connected: the sale is saved. Plug the printer in, switch it on (check the paper and the lid), and CreekPOS sets it up. Then Reprint last (F11).
• The … driver is missing: download the driver from the maker's site on a PC with internet, as the message says.
• CreekPOS cannot identify this device: send us the model and the USB ID shown in the message. Do not choose another printer's driver.
• The receipt prints but is blank: the thermal paper is upside down. Turn the roll over.
• Arabic prints as squares or question marks: try Settings → Tests → Raw ESC/POS test print and tell us what you see.

Settings → Devices → Set up now and the device's Test button solve most cases. See Devices.

#The drawer does not open

1. Settings → Cash drawer: is it set to Connected to the printer (RJ11 on the printer)? Is the cable in the printer's drawer socket (not the network socket)?
2. Settings → Tests → Test drawer. If nothing happens, Diagnose drawer (tries every command).
3. Try the other Drawer pin on the printer, or tick Send the pulse inside a print job.

#The scanner types into the wrong place, or wrong characters

CreekPOS catches a scan wherever the cursor is and puts it into the search box. If the code arrives with wrong letters or without Enter, the scanner is set for another keyboard layout or suffix: set it to USB Keyboard with an Enter suffix using the setup barcodes in its manual. Settings → Devices → Barcode input test shows what it sends.

A barcode that Excel turned into 6.29E+12 during an import was damaged in the file: see Import from Excel.

#The scale gives no weight

No data from the scale — check the port, speed and cable: check the COM port and the speed (9600 unless the scale's manual says otherwise) in Settings → Scale, try the Auto protocol, and Test the scale with something on it. The weight is still moving: wait until it settles. Meanwhile, type the weight with Qty.

#Licence messages

• The key is not valid for this machine.: the key was made for another machine code. Send us the code shown on Settings → License.
• The trial has ended — selling is paused until a permanent key is entered. All your data is safe.: activate, or ask for an extension code (see Trials).
• A new PC, a new Windows or changed hardware gives a new machine code and needs a new key: see Moving the licence.

#CreekPOS Online: no internet

The till keeps selling: the pill on the top bar says Selling offline with the number of receipts waiting, and they are sent when the line is back. Editing products and prices, reports and statements need the line. If receipts stay waiting after the internet is back, press Sync now on Settings → CreekPOS. See Selling offline.

Subscription paused — pay to keep selling: the trial or the paid period has ended. Pay on Billing → Payment; everything comes back as it was.

#The program does not open

• If CreekPOS is already open (perhaps minimised or on the other screen), a second start does nothing: look in the taskbar.
• An error message at the start is written to the log: Settings → Tests → Recent errors (log.txt). Send us a photo of it.
• Never run CreekPOS from inside the downloaded zip: unzip it first, or use the installer. Data saved from a temporary folder is lost.

#Wrong date or time

Receipts, shifts and reports take the PC's clock. If it is wrong, set the date, time and time zone (UTC+4, Arabian Standard Time) in Windows. Two tills linked together correct small differences by themselves.

#The phone view

With the Platinum package, the program can show the shop on your phone. Settings → Remote: tick Run the web server (phone monitoring) and press Save & start. On the shop Wi-Fi, open the address it shows (http:// the PC's IP :8090) on your phone and sign in with a manager account. CreekPOS Link opens it from anywhere without touching the router: scan the QR code on the tab.

The phone view shows the day's sales, sales by hour, the latest receipts, best sellers, running-low and expiring items, credit and the kitchen queue. From it a manager can also record credit payments and expenses, add and edit products, receive stock and count a stock-take with the phone's camera.

#Send diagnostics

Settings → Support → Send diagnostics to support: describe What happened? and send. The file holds the version, Windows, the machine code, the settings (without passwords), the latest errors and the devices; never your sales or products. If it cannot be sent, Save the diagnostics file to a folder / USB and send it to us by e-mail or WhatsApp.

#The remote support session

? → Remote support session (or Settings → Support) lets our support team help on your PC through the internet, after a manager confirms. The session lasts up to an hour. Support can see the reports and change products, prices, settings and users, but never passwords. Every change appears on your screen and is logged. End session stops it at any time; closing the program also ends it.

On CreekPOS Online: Help → Support has a contact form and Allow CreekPOS support to edit for 1 hour, which never touches billing, passwords, exports or deleting data.

#Updates

Keep CreekPOS up to date: updates fix problems and add features, and your data is never touched. See Updates. Settings → Support → Check for updates now looks at once. CreekPOS Online updates itself.