Category: XSales Troubleshoot

The “companyicon.png” was missing from the device, by adding the image file in question to the correct folder, the company icon image is displayed on printed documents. To add the company Icon provided go to downloads > Copy “companyicon.png” > locate Xsales folder 4.4.1 and open > Go inside the “Ole” Folder and paste it there > select replace then go to xsales app and attempt printing again. Link for the companyicon.png will be added below: Download resources

If the day has been closed and is needed to reopen the day again, but it does not let the user sync again, please read the statement below for the solution: • The user will need to wait for up to 20 minutes after synchronizing, after trying to sync to open the day and after just closing the previous one. Please remember that there can only be one Synchronization to download and upload per day, and if this is done multiple times this can cause some data discrepancies. Reach out to the Mobile Communications Department for any questions or doubts.

If when doing Dex error “Connection cannot be established” shows, please proceed to check the steps below: •Check that the option for “Serial USB” is marked at the top of the app when selecting the invoices •Ensure to click on Allow the cable USB •If permissions for the Cable USB do not show proceed to force close the App or restart the mobile device Check video below for more details:

When Complete Synchronization is not showing please ensure to check: •EoD is Locked and printed •Settlement is locked After making sure that these are locked, Complete Synchronization must appear after the Settlement is locked.

If there is a missing customer, ensure first to: • Go to the Customer list, press on the Date option at the top left corner, and then select “All” This will show all the Customers for the Route. As shown below: If Customer is not able to be found, reach out to the Mobile Communications Department.

If the error “Too many requests” shows up when trying to synchronize the multimedia, please proceed to check the internet connection, since this issue is a internet-related problem. The Wi-Fi connection can be changed or mobile data can be used in a place with good internet connection.

The “001: Does not exist database” Error is a server-related issue that needs to be reported to the Mobile Communications Department as soon as possible. Once the MCD has been informed they will provide details on how to proceed. See error message below:

This error occurs when creating more than 2 invoices with a certain customer. see error message below: This works just as a notice and will not stop the user from creating more invoices, the button “OK” can be pressed and more invoices can be created with no issues.

This message error shows up when trying to Synchronize to open the day for the following reasons: •GeneralSettings file is not properly set: Please proceed to Copy and paste the GeneralSettings provided by us to the Xsales folder >> Then proceed to open the app to add the Route number to the configuration where the “xxxx” is>> and then proceed to “Save” and Synchronize.

This is cause by either no internet connection or poor internet connection Please verify internet connection.