Troubleshooting the POS

Here are the most common messages and problems on the till, and what to do about them. Find the heading that matches and follow the advice. Where the advice only applies to the web till or only to the till app (Kasse-appen) on Android, it says so.

«Kassen er i bruk» (The till is in use)

A till can only be used on one device at a time. If you see «Kassen er i bruk på …» (The till is in use on …), the till is open in another browser or on another device.

• Tap «Tilbake til kassevalg» (Back to till selection) and choose another till, or close the till on the other device first.
• If the other device has been left unattended, a staff member with the right permission can tap «Overta kassen» (Take over the till). The other device is then locked out.
• If it says «Kassen er ikke tilgjengelig» (The till is not available – Denne kassen er bundet til en annen enhet), the till is bound to a specific device. Use that device.

If you see «Kassen ble overtatt av …» (The till was taken over by …), someone else has taken over the till. The sale you were working on is saved and can be completed on the device now using the till. Tap «OK».

«Kassaskuffen er åpen» (The cash drawer is open)

This only applies to tills with an integrated cash drawer. While the drawer is open, the till accepts no registrations at all: no new items, discounts, customer, parking, payment or returns. X-reports, the end of day and receipt printing work as usual. Close the drawer and you can carry on.

If the message says the drawer «ble sist meldt åpen, og skriveren har ikke svart siden» (was last reported open and the printer has not responded since), the till does not know whether the drawer is closed. Close the drawer and check that the printer is on and connected – the drawer reports through the printer. The block lifts when the printer reports the drawer closed, or at the latest ten minutes after the printer last reported it open – the time is shown in the message. Read more in The cash drawer.

«Kassen er sperret for nye salg» or «Dagsoppgjør mangler.»

The end-of-day settlement for an earlier day has not been run. From 02:00 the night after the business day the till shows «Dagsoppgjør mangler.» (End of day missing), and from 04:00 you cannot start new sales (default times). Tap «Kjør dagsoppgjør (Z-rapport)» (Run end of day – Z-report) and close the shift as usual. You can finish a sale you have already started first. See End of day and the Z-report.

The till won't close the shift

• «Du må fullføre eller annullere det pågående salget før du kan lukke kassen.» (You must complete or cancel the sale in progress before you can close the till) – there are items in the cart. Complete or cancel the sale.
• Parked sales are listed in the close window – tap «Hent» (Resume) or «Annuller» (Cancel), or tick the box to cancel them all.
• A card payment is waiting on the terminal – wait for it to finish, or cancel it (see below).

The receipt doesn't print

The sale is completed even if the printer isn't working. The receipt is queued and prints when the printer is back.

1. Check that the printer is switched on, has paper and is online.
2. Check that the printer is linked to the right till under «Kasse (POS)» → «Skrivere» (Printers).
3. If the printer has been offline for a long time, old receipts are not printed automatically when it comes back – so you don't get a pile of out-of-date receipts.
4. If the customer needs the receipt, you can send it by e-mail or SMS, or print one copy from «Historikk» (History) with «Skriv ut kopi» (Print copy). Only one paper copy is allowed per receipt.

See Connecting a receipt printer.

The card payment hangs

While the till waits for the terminal, you see the «Kortbetaling» (Card payment) window.

• Tap «Avbryt betaling» (Cancel payment) if the customer is not going to pay after all.
• If the terminal does not respond, «Tving stopp» (Force stop) appears. It stops the terminal and cancels the payment. If nothing happens on the terminal, restart it.
• If several tills share one terminal and it is busy with another till, a staff member with the right permission can tap «Ta over terminalen» (Take over the terminal). This is never possible if the payment on the other till has already been approved.

If a card payment was approved but the sale was never completed, the terminal can become locked. The owner or a manager can then open the till under «Kasse (POS)» → «Kasser» (Tills) and use «Løs fastlåst kortbetaling» (Resolve stuck card payment) → «Frigjør terminalen» (Release the terminal). If the money has been taken and the sale cannot be completed, the amount must be refunded on the terminal.

The scanner can't find the item

• «Fant ikke varen» (Item not found) – the barcode is not registered on any product. Check the barcode on the product, or search for the item by hand.
• «Varen finnes, men er ikke tilgjengelig i kassen» (The item exists but is not available on the till) – the barcode belongs to a product, but the product cannot be sold on the till, for example because it is not active or not available in the POS channel. Check the product's status and channels in the back office.

The message closes by itself after a couple of seconds, or when you tap it.

If nothing happens when you scan, or the wrong characters come through:

1. Tap an empty area of the till screen and scan again.
2. Set the scanner to the Norwegian keyboard layout, with Enter as the suffix and no prefix. Bluetooth scanners must be in keyboard mode (HID).
3. If the scanner is wireless, move it closer or pair it again. Try USB if you can.

Web till only: add ?scandebug=1 to the till's address in the browser to get a small panel showing what the scanner sends. Turn it off again with ?scandebug=0. The till app does not have this panel, but you can open the web till on the same device to test the scanner. See Barcode scanner.

Till app: «Frakoblet» (Offline)

The till app on Android needs a network connection to take payment. Without one you can add items to the cart and they are synced when the connection is back, but payment is blocked until then. Check Wi-Fi or mobile data.

Till app: «Oppdatering kreves» (Update required)

The app version is too old to use with Cmerce. Update the app to the version shown on the screen.