Category: XSales Troubleshoot

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

This issue is cause when the user is trying to perform a Complete Sync and skipping the multimedia sync. Please proceed to go back and Sync the multimedia first, and then do the Complete Sync to finish.

This error occurs when doing the End of Day will show an error message stating “Inconsistent Bill” To solve this follow the steps below: 1. Read the store information and invoice # that is generating the inconsistent bill 2. Select the store 3. Select and edit the correct invoice 4. go to sign the invoice 5. press/save again on the top right-hand side, and then print the invoice once again. Error message:

If you’re experiencing sync problems or errors confirm you have a strong signal (for devices with Cell data) if your device does not have cell data, ensure you are connected to a reliable WIFI Network. *Note if you are using a Free WIFI network some networks limit connectivity, in the event it fails from free WIFI network try to locate an alternate WIFI and connect to it, you can test connectivity by opening a webpage you normally don’t use, if webpage opens proceed to Open XSales Application and try again.

If the printer is not connecting to the Xsales Mobile App please follow the steps below: •Ensure that the printer is connected to the Mobile device first by checking in the Bluetooth setting. •If the printer is connected un-pair it in the Bluetooth settings and proceed to forget it, then proceed to connect again. •Make sure the printer is on. •Reset the device and try again to pair it and print.

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.