Troubleshooting and Error Messages

 

1.       Sales Tax not shown on Receipt

o   Check the settings for the item in the back office or on the tablet and make sure the option “Taxable” is selected and a tax value (tax group) is assigned to the item.

2.       Unable to delete/remove Category and/or a Department

o   If there are items/products linked to a category or department, the system will block you from deleting that Category or Department.  First, you must remove the items or move them to a different category to continue this operation.

3.       Printer search fails

o   Make sure the printer is properly connected to the same network as the tablet or the SB8010A and that there are no firewall rules blocking UDP protocol. You can use the Printer Alternative Setup (as explained in the previous topic) for static IP address for cases where these rules cannot be changed in your environment.

4.       Cash drawer not opening

o   Check the connection from the drawer to the printer. Make sure the drawer is not locked.

5.       Customers not receiving emails

o   Check the tablet’s internet connection and ensure that the customer’s email is not misspelled.

6.       Display not bright enough

o   Plug the tablet into the power supply. Since power management features are enabled by default on the device, it will dim the display to save battery lifetime when it is not plugged in.

o   Adjust the display brightness on Android Device Settings --> Display --> Brightness

7.       Scanner not available on the device setting List

o   Make sure the device was previously and successfully paired (Bluetooth) with the Android System before configuring it with Bemacash.

8.       Customer Display not available on the device setting List

o   Make sure the device was previously and successfully paired (Bluetooth) with the Android System before configuring it with Bemacash.

9.       Register sales/transactions not shown on back office

o   Check the tablet’s internet connectivity

o   Perform a manual Sync operation: Bemacash Settings --> Sync Now button

10.   Pin Pad Messages

o   “Refund Error” --> Check detail reason of failure on Application screen

o   “INV SHARE GRP” --> Card swiped not enabled for processing by your Bank

o “BAD PIN” --> User has input wrong pin number

 

 

If the user credentials have been input correctly, check the tablet internet connection by browsing to reseller*.bemacashus.com website.

* If you don’t have the Back Office link, please check with your reseller or contact Bematech.

 

Check if the customer display is connected to the power supply. If the customer display was removed or is not operational, go to Bemacash hardware settings and delete the display from “Display Settings”. Deletion is accomplished by swiping the line “LCI Display” to the left and confirming the operation.

 

Check if the scanner is powered ON and the battery has not run out of life (the scanner will be OFF or beeping continuously in that case).

If scanner was removed or is not operational, go to Bemacash hardware settings and delete the scanner from “Scanner Settings”. Deletion is accomplished by swiping the line “BR-200/BR-800” to the left and confirming the operation.

 

Check if the printer is powered on and the Ethernet connection is OK. If the printer was removed or had its IP changed, go to Bemacash hardware settings and delete or reconfigure the printer.

 

Make sure the PAX Device is configured properly. Unplug and plug device back in and hit “Try again”.

 

The payment processor has refused the credit card used for this transaction (invalid date, expired, etc).

 

No accessibility to the payment gateway server, check the internet connectivity and try again.

 

The application was unable to connect to the printer. Check if the printer is ON and connected properly to the local network. By pressing OK, the system will perform a search by MAC address in case the printer IP address was changed by the router (DHCP mode ON)

 

The system was unable to find the serial number input in the local database. The item is either nonexistent or was already sold.