Troubleshooting: when something goes wrong

When something goes wrong, CreekPOS says so in a short message, and every message carries a small What happened? link to its own explanation. This works on every plan: in CreekPOS Online, in the CreekPOS till app and in the buy-once desktop program. For printers, drawers, scanners and the licence, see also Troubleshooting and support.

#The "What happened?" link

• In the app (the back office in your browser), the link sits right after the error's words, in the message at the top of the page.
• In the till app, the link sits after the error on the Sell page, in its dialogs and in the sync list. It opens the guide in your computer's browser, so the till screen stays where it was.
• In the desktop program, an error box has a second button, What happened?, next to OK. It opens the guide in the browser and the box stays open, so you can read both.

The link opens the guide at that exact message. Pages your own customers see (the online shop, the booking pages, the self-checkout kiosk) show no link. A message that has no code, such as a printer or disk problem, shows no link either.

#The troubleshooting guide

The troubleshooting guide explains every error message CreekPOS can show, grouped in areas: signing in and security; selling, receipts and shifts; products and forms; pictures, imports and weighing; plans and billing; the online shop and messages; sync, tax and data; Books; Bookings, HR, attendance and staff. Each message has four parts:

1. What it means, in plain words.
2. What may have happened: the usual causes.
3. How to fix it: numbered steps.
4. Still stuck?: what to tell us.

You can read the whole guide at any time. Its search box takes a word from the message or its code. The code is the part of the link's address after the #: in …/help/errors/#receipt_not_found, the code is receipt_not_found.

#What to do with any error

1. Read the message once more. Most messages say what to change: a field to fill in, a number to correct.
2. Check the connection. If the app or the till shows it is offline, wait until it is back online.
3. Reload the page, or close and open the screen again. Someone may have changed the same thing on another device a moment ago, and the page needs the newest copy.
4. Check who you are signed in as. Some actions need the owner, a manager, or a right the owner gives in Team.
5. Check the plan. Some features and limits depend on the shop's plan; the owner can see it on the Billing page.
6. Still stuck? Contact us (below).

#When the connection drops

The till app keeps selling offline. Sales are saved on the till and sent by themselves when the internet is back, and a sale is never charged twice: the till sends it with its own number and the server keeps one copy. Other steps wait for the line, such as editing products and prices, reports and statements, or saving a customer's address. The message tells you which.

1. Keep selling.
2. Check the internet on that computer: open any website.
3. If only this computer cannot connect, allow the till app in the firewall or antivirus.
4. When the line is back, do the waiting step again. If receipts stay waiting, press Sync now.

If the server refuses one receipt, the till sets it aside and sends the rest; retry it later from the till's list of refused receipts. More in Selling offline and CreekPOS Online: no internet.

#Contacting support

Contact us from Help → Support in the app, or by the details on the contact page. We answer every day from 9:00 to 21:00 UAE time. To help us find the problem quickly, tell us:

• the code from the link's address (the part after #);
• what you were doing, and what you expected to happen;
• on which page, till or branch it happened, and roughly when;
• a screenshot or a photo of the message, if you can.

In the desktop program, you can also send a diagnostics file from Settings → Support (how).