IVEND

TROUBLESHOOTING GUIDE
Version 3

FRANK
Frank.Truong@CitiXsys.com
 Contents
1. Replication..........................................................................................................................................4
1.1 Replication records are not moved by SQL..................................................................................4
1.2 Replication records are not moved by API...................................................................................6
2. SAP B1 Integration..........................................................................................................................11
2.1 Upgrade SAP B1 failed: Change tracking is enable on tables.....................................................11
2.2 Integration Service – Retrieving the COM class factory for component with CLSID..................12
2.3 iVend Addon – Access to the path … is denied..........................................................................12
2.4 Integration Service – SAP database is not a correct. Please check the details...........................13
2.5 SBO Integration – G/L account is missing..................................................................................13
2.6 SBO Integration - Specify a date within the permissible range..................................................14
2.7 SBO Integration – Invalid value [OINV.ShipToCode].................................................................15
2.8 SBO Integration – Invalid column name ‘U_CXS_TRTP’.............................................................15
2.9 SBO Integration – Barcode is already attached with other item(s)............................................16
2.10 SBO Integration – The server threw an exception.....................................................................16
2.11 SBO Integration – New payment type with error “…not set neither for the warehouse nor on
retail tender in SBO”..............................................................................................................................16
2.12 CXSInteration database is not created after installing iVend.....................................................17
2.13 Integration Service – Database server type is not supported....................................................17
2.14 License not found for SAP Business One Integration:................................................................18
2.15 Initialize successful – the status is not ticked.............................................................................18
3. NAV Integration...............................................................................................................................19
3.1 NAV Integration - User name or password is incorrect..............................................................19
3.2 Location – In-Transaction location should not be different for the same Transfer to location…
19
3.3 NAV Integration - Web Exception Error Unable to connect to the remote server.....................20
3.4 You do not have following permissions on Table Data Item Ledger Entry: Modify...................20
4. SQL and Connection........................................................................................................................21
4.1 A Network-related or instance-specific error occurred while establishing a connection to SQL
Server 21
4.2 Retrieving the COM class factory for component with CLSID....................................................23
4.3 Restore store server error – Store has already been initialized.................................................23
 4.4 A connection was successfully established with the server, but them error occurred during the
pre-login................................................................................................................................................24
4.5 Site Id does not match the database settings............................................................................25
5. Hardware and Printing....................................................................................................................27
5.1 Print Receipt – Nothing is printed..............................................................................................27
5.2 Slow printing – customized receipt with Crystal Report............................................................29
6. Mobile POS.......................................................................................................................................32
6.1 Check Server Connectivity error................................................................................................32
6.2 Special Order is grey out............................................................................................................33
6.3 Unauthorized access..................................................................................................................34
7. MC and POS.....................................................................................................................................34
7.1 License entitlement violation.....................................................................................................34
7.2 License activation failed.............................................................................................................35
7.3 Change Price at POS error: "The maximum price override allowed is $0.00. Please enter a
lower price"...........................................................................................................................................35
7.4 Management Console – Multiple Licenses Found.....................................................................36
7.5 POS is not showing in POS selection screen...............................................................................37
7.6 Start MC error – Value cannot be null.......................................................................................37
7.7 Promotion is not applied...........................................................................................................38
7.8 Failure sending mail...................................................................................................................39
7.9 The SMTP server requires a secure connection or the client was not authenticated. The server
response was: 5.5.1. Authentication Required......................................................................................40
7.10 License has expired at POS........................................................................................................41
7.11 SAP B1 integration monitor menu is missing in Management Console.....................................41
8. Offline POS.......................................................................................................................................42
8.1 Enable Online POS: Administrator access required for installing SQL Local DB.........................42
8.2 POSSetupView.LocalDbInstallationFailed..................................................................................42
8.3 This installation package is not supported by this processor type. Contact your product Vendor
45
9. Loyalty..............................................................................................................................................46
9.1 Loyalty Adjustment Journal – Can’t change the level................................................................46
10. Customer Portal...........................................................................................................................46
10.1 Non DemoStack installation note..............................................................................................46
10.2 THIS SITE IS RUNNING UNLICENSED VERSION OF iVend Loyalty Customer Portal SOFTWARE!.47
11. iMatrix...........................................................................................................................................49
11.1 Please enter the valid numeric value in [RecordNum] column..................................................49
11.2 Inconsistency in Attribute Codes Selection for the same parent item.......................................49
11.3 Values in [Code] column for an attribute must be unique........................................................50
11.4 Invalid Parent Item Code, At least one of the column value is missing......................................50
12. Reports.........................................................................................................................................51
12.1 Chinese language is not shown properly in exported PDF.........................................................51
13. eCommerce..................................................................................................................................51
13.1 Could not load file or assembly 'xxx' or one of its dependencies. An attempt was made to load
a program with an incorrect format......................................................................................................51
13.2 Service Unavailable....................................................................................................................52
13.3 Unable to Process Request - We were unable to process your request. Please try again. If you
continue to receive this message, contact our customer service department by clicking here. We
apologize for the inconvenience............................................................................................................53
1. Replication
1.1 Replication records are not moved by SQL
- System landscape:

Enterprise
db Store db
LAN/VPN
Replication
Replication
Service
Service
Store Server
Enterprise
Server
Head Office

- The list of components need to be checked:

o Replication Service at store server
o Replication Service at Enterprise server
o SQL Connection to Enterprise server
o LAN/VPN connection
-
- Enterprise Server:
o Replication service is running: open iVend configuration manager  Services 
Replication Service: if it’s running, click Stop button, then click Update button, then start
again.
o Check log file at: C:\Program Files (x86)\CitiXsys\iVendRetail\Replication\
CTX_Rep09_05_2016.Log
o Check Event Viewer:

Run Event Viewer from your windows

Browse to Applications and Services Logs  CXSReplication: you can see the error
message here.
 o Make sure store database and enterprise database are same version: run this query to
compare the database version in 2 databases:
Select * from cfgVersion
- Store Server:
o If the connection by VPN, check the VPN is connected.
o Ping to Enterprise server.
o Replication service is running: open iVend configuration manager  Services 
Replication Service: if it’s running, click Stop button, then click Update button, then start
again.
o Open SQL Management Studio in store server, and connect to Enterprise SQL server. If
you are not able to connect by SQL, refer the error in session SQL and Connection
o Check the firewall or anti-virus software block SQL Port.
o Check log file at: C:\Users\FRANK\AppData\Local\CitiXsys\CXS.Retail
o Check Event Viewer.
1.2 Replication records are not moved by API
- System landscape:
Internet
Enterprise
db Store db
iVend
API NAT: 227.12.13.18:80 Replication
Replication
Service
Service 192.168.1.10:80
Router Store Server
Local IP:
192.168.1.1 Public IP:
227.12.13.1
Head Office

- The list of components need to be checked:

o Replication Service at store server
o Replication Service at Enterprise server
o iVend API at store server
o Port mapping on the router at head office
- Enterprise server:
o Check IIS is running:

o Try to reset IIS by running Command prompt as Administrator, and enter: IISRESET
o Check iVend API is working fine in local system:
Open IIS, browse to iVend API folder, Click Content View Tab, select iVendAPI.svc file,
then click Browse

If the webservice is working fine:

o Replication service is running: open iVend configuration manager  Services 
Replication Service: if it’s running, click Stop button, then click Update button, then start
again.
o Check Log file: C:\Program Files (x86)\CitiXsys\iVendRetail\Replication\
CTX_Rep09_05_2016.Log
o Check Event Viewer:

o Make sure store database and enterprise database are same version: run this query to
compare the database version in 2 databases:
Select * from cfgVersion
o Check port is open at router, by default iVend API is running on port 80 or 8642. To
check port is open at router, go to website: http://www.yougetsignal.com/tools/open-
ports/
(This website is not from Citixsys)
Enter Public IP and port to check the status:
 If port is closed. Please contact IT Administrator to setup port forwarding on router.
- Store Server:
o Try to access iVend API by public IP: http://publicIP:8642/iVendAPI/iVendAPI.svc

If the webservice is working fine, the result like this:

If any error, check the above steps in Enterprise Server.

o Check Replication Service setup:

Advance Settings: using this option in case there are more than 1 iVend API on
enterprise server, so Server address now is full address:
http://publicIP:8642/iVendAPI/iVendAPI.svc
If this option is disable, the Server address is only the IP: http://publicIP:8642
(By default, system will get the address from publicIP:8642/iVendAPI/iVendAPI.svc)
o Replication service is running: open iVend configuration manager  Services 
Replication Service: if it’s running, click Stop button, then click Update button, then start
again.
o Check the firewall or anti-virus software block API Port. (80 or 8642)
o Check any error log in log file: C:\Program Files (x86)\CitiXsys\iVendRetail\Replication\
CTX_Repxx_xx_xxxx.Log
o Check any error log in Event Viewer
2. SAP B1 Integration
2.1 Upgrade SAP B1 failed: Change tracking is enable on tables
- Run this script before upgrading:
ALTER TABLE ORTT DISABLE CHANGE_TRACKING
ALTER TABLE OPLN DISABLE CHANGE_TRACKING
ALTER TABLE ITM1 DISABLE CHANGE_TRACKING
ALTER TABLE OCRD DISABLE CHANGE_TRACKING
ALTER TABLE OSCN DISABLE CHANGE_TRACKING
ALTER TABLE OBTN DISABLE CHANGE_TRACKING
ALTER TABLE CRD8 DISABLE CHANGE_TRACKING
ALTER TABLE OALI DISABLE CHANGE_TRACKING
ALTER TABLE ITM9 DISABLE CHANGE_TRACKING
ALTER TABLE SPP1 DISABLE CHANGE_TRACKING
ALTER TABLE SPP2 DISABLE CHANGE_TRACKING
ALTER TABLE OSPG DISABLE CHANGE_TRACKING
ALTER TABLE OSPP DISABLE CHANGE_TRACKING
ALTER TABLE OSRN DISABLE CHANGE_TRACKING
 
ALTER DATABASE [SAP-iVend-DemoStack]
SET CHANGE_TRACKING = OFF

- Run this script after upgrading:

ALTER DATABASE [SAP-iVend-DemoStack]
SET CHANGE_TRACKING = ON
 
ALTER TABLE ORTT ENABLE CHANGE_TRACKING
ALTER TABLE OPLN ENABLE CHANGE_TRACKING
ALTER TABLE ITM1 ENABLE CHANGE_TRACKING
ALTER TABLE OCRD ENABLE CHANGE_TRACKING
ALTER TABLE OSCN ENABLE CHANGE_TRACKING
ALTER TABLE OBTN ENABLE CHANGE_TRACKING
ALTER TABLE CRD8 ENABLE CHANGE_TRACKING
ALTER TABLE OALI ENABLE CHANGE_TRACKING
ALTER TABLE ITM9 ENABLE CHANGE_TRACKING
ALTER TABLE SPP1 ENABLE CHANGE_TRACKING
ALTER TABLE SPP2 ENABLE CHANGE_TRACKING
ALTER TABLE OSPG ENABLE CHANGE_TRACKING
ALTER TABLE OSPP ENABLE CHANGE_TRACKING
ALTER TABLE OSRN ENABLE CHANGE_TRACKING
 2.2 Integration Service – Retrieving the COM class factory for component with
CLSID

- The error is appeared when iVend integration service is installed on the machine without SAP DI
API installed.
- So try to Install SAP DI API, also install SAP B1 client.
- If the SAP client and DIAPI are installed, make sure the DIAPI version is matched with SAP
version. Try to reinstall DIAPI
- Login into SAP B1 client then try to update the setting again.

2.3 iVend Addon – Access to the path … is denied.

- Because there’s no access right on the installation folder. Try to close SAP B1 client, run again as
Administrator to install iVend Addon.
 2.4 Integration Service – SAP database is not a correct. Please check the details

- Make sure the database name for SAP Business One tab is correct SAP database.

2.5 SBO Integration – G/L account is missing

- Login into SAP B1 client, check the GL Account setting in SAP.

- If you don’t use the “Advance GL Account determination”, make sure this option is disable in
SAP:
o Stop the integration service.
o Go to Company Details  Enable Advance GL Account determination: uncheck this.
Then retry the failed records.
o Start the integration service.
- Check the inventory method in Item Master:

- Then check the GL Accounts are setup in relevant setup (Warehouse/Item Group/Item):
- Also try to make a transaction directly in SAP B1:
o Go to AR Invoice, click New
o Select customer, items.
o Click Journal Preview icon

o If any GL account is missing, there will be an error message. Contact your SAP consultant
for more GL determination setup in SAP B1.

2.6 SBO Integration - Specify a date within the permissible range

- Error message detail: at

ReplicationSBOIntegrationWinSer.IntegrationObjects.SalesOrder.CreateSalesOrder(DataRow[]
objDataRow, DataRow[] objDataRowSurcharges, DataSet ObjDataSetTransactionAttribute, DataSet
 ObjDataSetTransactionLineAttribute, Decimal passedRoundingAmount, Decimal& roundingAmount,
Boolean& isRolledBack)
- Because of the Due Date in special order is out of the range in the posting period :

- Update the Date range then retry the failed record.

2.7 SBO Integration – Invalid value [OINV.ShipToCode]

- Error Message in integration failure monitor:
System.Exception: DI:Invalid value [OINV.ShipToCode] at
ReplicationSBOIntegrationWinSer.IntegrationObjects.Base.ARInvoice.CreateARInvoice(DataRow[
] objDataRow, DataRow[] objDataRowSurcharges, DataSet ObjDataSetTransactionAttribute,
DataSet ObjDataSetTransactionLineAttribute, Decimal passedRoundingAmount, Decimal&
roundingAmount, Boolean& isRolledBack) at
ReplicationSBOIntegrationWinSer.IntegrationObjects.Transactions.Replicate(Direction From,
Direction To, Int32 DatasetRowID) at
ReplicationSBOIntegrationWinSer.Integrator.MainStart(DateTime LastRetryAt, Boolean&
Retried)

- Login into SAP client  Browse to Business Partner of the customer in failed transaction
- Update the shipping address

2.8 SBO Integration – Invalid column name ‘U_CXS_TRTP’

- When the iVend version is upgraded, there are some new columns are generated in both iVend
database and SAP B1 UDF.
- So this error comes when the iVend version and SAP Addon is mismatch.
 - Login into SAP B1 client  Addon Manager: check the iVend Addon version:

- Upgrade the addon in SAP B1 then retry the failed records.

2.9 SBO Integration – Barcode is already attached with other item(s)

Because of the system does not allow duplicate barcode in iVend.

- To allow duplicate barcode in ivend, go to MC, Enterprise Settings, enable the option “Allow
Duplicate Barcode on Product”
- If user doesn’t want duplicate barcode, need to find which product has this barcode and update
the barcode. Using this query to find the products:
select * from InvUPCTranslation where UPC='xxx'
select * from InvProduct where UPC='xxx'

Replace ‘xxx’ to the barcode in error message

2.10 SBO Integration – The server threw an exception

- Select the failed record, click retry button

- If still error, open iVend configuration manager  Integration server  Stop  Update  Start
 Retry failed record again

2.11 SBO Integration – New payment type with error “…not set neither for the
warehouse nor on retail tender in SBO”

- The new payment type is created on iVend, but didn’t assign the GL account in SAP yet.
o Login into SAP B1, start iVend Addon.
o Go to Retail warehouse, map the missing GL account and credit card with Payment Type
o Retry the failed records.
- Another place where the mapping is setup, its Retail tender function from iVend Addon.
o Login into SAP B1, start iVend Addon
o Go to Retail Tender
o Map the missing GL account with Payment Type
o Retry the failed records.

2.12 CXSInteration database is not created after installing iVend

- The database CXSIntegration is created when the iVend Addon is running in the first time. So for
this case, the iVend Addon is already installed on this SAP database before.
- To generate CXSintegration database again, login into fresh SAP B1 (which addon was never
installed before), then install iVend Addon on this database.
- Go to Addon Manager, start the iVend addon, CXSIntegration will be created.

2.13 Integration Service – Database server type is not supported

- The SQL Server version for SAP connection is detected from SQL version itself. So there’s no
option for SQL type in SAP B1 connection. Just make sure the server name, license server are
correct.
- Try to have SAP B1 client is installed on this machine and login into SAP B1 client. After login into
SAP B1 client successfully, try to update the configuration again.

2.14 License not found for SAP Business One Integration:

- The error is found in iVend Viewer:

- Because of missing Customer ID in iVend database.

- Run Management Console, if the first time, you need to enter Customer ID as from license’s
information.
- Stop and start the integration service.

2.15 Initialize successful – the status is not ticked

- Open Event Viewer of windows
- Browse to Applications and services Logs, select CXSIntegration, check any error message in the
log.
- Open iVend configuration manager, update the integration service, and click start again
- Check the iVend license is active.
- Open iVend Management Console, check the ERP type in Enterprise settings

3. NAV Integration
3.1 NAV Integration - User name or password is incorrect

- Check the ivend user name and password which is configured for NAV integration.
- Check the option “Is API Authentication User” is enable.
- Check the NAV integration service setting.
- Retry the failed record.

3.2 Location – In-Transaction location should not be different for the same Transfer
to location

- Check the transfer route table, and update the in-transit location to this location, it is must be
the same location.
 3.3 NAV Integration - Web Exception Error Unable to connect to the remote server

- Stop the iVend NAV Integration service.

- Restart the Micrsoft Dynamics NAV instance
- Check iVend API running
- Start the integration service.
- Retry the failed records.

3.4 You do not have following permissions on Table Data Item Ledger Entry:
Modify

- Check NAV License requirement for iVend, the demo system does not have full license, so you need to
apply permanent license or developer license.
- Check the permission of db_Owner in SQL
4. SQL and Connection
4.1 A Network-related or instance-specific error occurred while establishing a
connection to SQL Server

- Ping to Server.
- Check the cable at switch, sometime it’s not plugged properly, but still can ping to the server.
- Login by SQL Management Console: try to login by IP and by host name, take not that the SQL
server may have instance name, for example: FRANKCXS\SQL2014, this is the SQL Server
instance name, while FRANKCXS is server name. Make sure you can login with right user and
password by SQL Server Authentication.

- Reset sa password: if the password is changed or SQL is installed not in Mixed mode (SQL and
windows authentication). So you need to enable SQL Authentication or reset sa Password:
o Open SQL Management Studio, and login with windows authentication (you must run in
SQL Server)
o Right click on Server and choose properties
o Go to Security menu, here you can enable mix mode

o Go back to SQL management Studio, go to Security  Logins: double click on user sa,
change the new password
- Enable IP/Name Pipe: run SQL Server Configuration manager, check if Named Pipes is enable
and TCP/IP is enable.

- Firewall: you should enable all the ports related to SQL, try to turn off the firewall or anti-virus
software, you can enable SQL ports in firewall after the connection is working.
- Enable SQL Browser Service: run SQL Server Configuration manager, make sure SQL Service is
running and SQL Browser service is running

- Check SQL Port setup, sometime SQL port is changed, make sure it is used default of SQL, run
SQL Configuration Manager, right click on TCP/IP, click Properties
 4.2 Retrieving the COM class factory for component with CLSID

There’s missing component: Microsoft SQL Server 2005 Backward Compatibility Components
Download from Microsoft page:
https://www.microsoft.com/en-us/download/details.aspx?id=24793
(The components name SQLServer2005_BC.msi or SQLServer2005_BC_x64.msi)

4.3 Restore store server error – Store has already been initialized

- Maybe the first click already went through without your notice, then user click again.
- Run the query to check the database is initialized yet:
select * from CfgSiteInformation

If the result of query with 1 row with site id, meaning that this database is already initialized
- Make sure the connection to the new database which is created upon iVend store installation.

4.4 A connection was successfully established with the server, but them error
occurred during the pre-login

- Enable IP/Name Pipe: run SQL Server Configuration manager in Enterprise server, check if
Named Pipes is enable and TCP/IP is enable. Then restart the SQL Server.

- If any antivirus, firewall, Internet download manager software is installed, try to disable the
proxy or filter in this software.
- Allow remote connection in SQL server: open SQL Management Studio in Enterprise server, right
click on SQL instance after login successful, choose Properties:
 4.5 Site Id does not match the database settings

- Make sure the connection is correct server, database

- Check the site ID from the store master
- Compare the site ID in the database by query:
select * from CfgSiteInformation

- Exit the configuration Manager, reconfigure again

5. Hardware and Printing
5.1 Print Receipt – Nothing is printed.
- From POS machine where the printing has problem, check in MC the POS setup:
o Which Hardware profile is attached
o Which print Profile is attached, normally print profile is missing here, so make sure
there’s print profile is attached to POS

- There are 2 kind of receipts in iVend:

o XML receipt: the receipt is printed by using OPOS:
 Check print profile which is attached at POS, make sure the Print Type for
Transaction Receipt is Show Printer Selection or XML Report

If it is setup as Show Printer Selection, when user complete transaction at POS,

choose OPOS Printer.
 Check hardware profile which attached at POS, make sure the Printer Receipt is
setup:

The Receipt Printer is setup at Hardware Registration:

 Click Config button to see detail

(Number of Columns is 4 maximum)

The important thing is Device Name must be the same as LDN name in OPOS
Setup

 Open OPOS application which come with printer device, and check the printer
with LDN name is registered. Then click health check or print test from this
application
 Install Common OPOS from folder: C:\Program Files (x86)\CitiXsys\iVendRetail\
Common\OposCCOs-1_11_000.exe

o A4 receipt: the receipt is printed by using windows driver:

 Check print profile which is attached at POS, make sure the Print Type for
Transaction Receipt is Show Printer Selection or A4 Report:
  If Print Type is setup as A4 Report, the receipt is automatic printed without
printer selection scree, so check Document Printer is setup in Hardware Profile
which is attached at POS:

And the document printer is configured at Hardware Registration:

5.2 Slow printing – customized receipt with Crystal Report

The slow loading crystal report receipt can be following reason:
- Many commands in crystal report. Try to reduce the number of command in crystal report,
because each command is a connection to SQL server, it causes the slow loading report.
- Using direct table in crystal report. You can add table in crystal report, for example customer
table, then make the relationship in crystal to link with current command.
Using direct table in crystal report, every time when the report is loaded, all data in direct table
are loaded, and then the link is applied on crystal report after loading. It takes time if there are
lot of records in direct table.

Link with command:

 So try to avoid using this method, you can manage the relationship of tables in the same
command.

- Delete temp files:

o Go to run, enter %temp%

o Delete temporary files here, especially the crystal report files

6. Mobile POS
6.1 Check Server Connectivity error

- Make iVend API is working fine on local server machine, open browser in server, and access url:
http://192.168.5.5:8642/iVendAPI/iVendAPI.svc

- Check the firewall or anti-virus software can block webservice port 8642 or 80
- Try to access iVend API from device’s browser, if the url is not able to load, check the wifi
connectivity.

- Try with Advance Setting and enter full url:

http://192.168.5.5:8642/iVendAPI/iVendAPI.svc/Mobile/
 6.2 Special Order is grey out

- Special Order is not available for Cash customer (the customer code is setup as cash customer in
store). So make sure user select another customer

- Special Order on Mobile POS will be disable if there’s no fulfillment plan is attached on store

- Check the selected customer has option “Can Order Items”

 6.3 Unauthorized access
- Check the hardware id on mobile POS which is registered by this device:

- Normally if it’s blank cause this error message. Then from mobile POS setup, turn off the
initialize over air and click Register again:

7. MC and POS
7.1 License entitlement violation

Because of number of license is not tally with detail, normally with MC license.
From 6.4R2 above, MC license can be assigned on Management Consolde Device base or
Security User.

Run the query to check which user/MC is assigned license:

select * from RtlManagementConsole where HasLicense=1
select * from SecSecurityUser where HasLicense=1

Then check available license in MC  IT Administration  License Information.

If number of records from query is greater than number of MC license, the Entitlement Balance
is negative value, so you need to remove the license from Management Console or from
Security User (Field Has License)
MC Authorization  Security User:
 MC  Retail Configuration  Management Console:

7.2 License activation failed

- There’s error when user try to active the license key, there are some reasons below.
- The license key can be active only one time, so make sure that key is never used (active) on
another machine.
- Return the license if this key is active on another machine.
- If there’s another temporary license is active on this machine, try to return temporary license or
demo stack license, then active the new license.
- Check with IT administrator if there’s firewall is on, try to turn off the firewall on this machine
and on the router during license activation.
- Check the internet connectivity.

7.3 Change Price at POS error: "The maximum price override allowed is $0.00.
Please enter a lower price"
- Check Price Override is allow at product:
- If there’s no price is defined for this product and Open Price is enable, then selling price can’t be
set as Zero

- Check Price Override Lower/Upper Limit at Retail Profile:

7.4 Management Console – Multiple Licenses Found

- Because of the same license key is active twice. So user need to return one of them to avoid the
duplication. Run the CXS license Administration Tool, choose return license:
 7.5 POS is not showing in POS selection screen
- When the first time POS application is running, there’s POS selection screen is popup but by
somehow the expected POS is not showing in the list

- From Management Console, the field Hardware ID in the POS setup, if there’s data inside
meaning that this POS is in-used by another machine:

- In case of old machine is broken, and user want to re-use this POS, click x icon at the end of field
Hardware Id to clear. Click Ok to save it, then refresh at POS screen.
- In case of there’s no data at Hardware Id field, but it is not showing at POS selection screen, this
machine is maybe cloned from another machine, so the hardware Id from this machine is the
same with another one.
Run command to check the volume serial number:

If it is the same with another machine, user needs to change it, refer this site how to change
volume serial number from Microsoft site:
https://technet.microsoft.com/en-us/sysinternals/bb897436.aspx

7.6 Start MC error – Value cannot be null

- The error is happened when the first time to run MC
- Open SQL, and check this query:
select CultureInfo,* from CfgEnterprise

If the value in column CultureInfo is empty, try to update it by SQL:

update CfgEnterprise set CultureInfo='en-US'

If there’s no record in this table, try to run MC from another machine, update the Enterprise
setting

7.7 Promotion is not applied

- After setup promotion in MC, this promotion is not applied on POS as you expected.
- Check promotion condition:
o Effective Date, effective time, Active, Minimum bill value, quantity on the promotion
header
o Check store applicable, weekday, time
- Check the product is discounts allowed, allow sale discounts, don’t apply sale discount on
discounted items.

- Check the price discount is setup and Exclude discounted items in promotion:
 The discount is applied from Price setup:

- Check the option “Apply on Item Scan”, if this option is off, then the promotion will be applied
after all items are added to transaction screen, when user click Payment button, this promotion
will be applied

7.8 Failure sending mail

- There’s error message when user try to send test email from Communication Setting
- Make sure all the details are correct: Server Host, user name, password, port, SSL
- Check any firewall or anti-virus software block sending email.
- Try to ping server host by command:
- If this machine is using IP6, try to switch to use IP4.

7.9 The SMTP server requires a secure connection or the client was not
authenticated. The server response was: 5.5.1. Authentication Required.

- There’s error message when user try to send test email from Communication Setting
- If using gmail account, try to enter following details:
o Server Host: smtp.gmail.com
o User Name: youremail@gmail.com
o User Password: yourpassword
o Server Port: 587
o Enable SSL: Yes
- Click OK button to save, then go back to Communication Setting and click Test Email.
- Check any firewall or anti-virus software block sending email.
- Try to ping server host by command:
- Enable less secure apps option in gmail account from url:
https://www.google.com/settings/u/2/security/lesssecureapps

7.10 License has expired at POS

- Login into Management Console  IT Administration  License Information: check the expiry
date.
- In case of License information at store server is different with enterprise server:
o Check the replication monitor and try to clear the pending record in replication.
o Try to update product description (just to trigger another replication), and check the
replication then license at store again
o If still mismatch, please contact support to trigger the license synchronization.
- If the license is still valid in management console, but it is showing expiry at POS, check system
date of POS machine.

7.11 SAP B1 integration monitor menu is missing in Management Console

- After login in to MC, there’s no Integration Monitor menu in MC.
- Go to License Information, check the B1 Integration component is available.
- Check the License Administration Tool Version, if you are using License Tool Version 1, you need
to uninstall it and install version 2.5, then active license again
- Check the license is active.
-
8. Offline POS
8.1 Enable Online POS: Administrator access required for installing SQL Local
DB

- There’s error message while user try to switch to online POS from User Menu in POS application
- Shutdown POS
- Run POS again as Administrator
- Click Enable Online POS again

8.2 POSSetupView.LocalDbInstallationFailed

The system landscape of Offline POS:

Offline db

Store db LAN

CXS POS
Synchronization
Service

Store Server POS

- The local database files are at the path of : C:\ProgramData\CitiXsys Americas, Inc\CXSLocalDB
- So try to check if any old database files are created here before.
- Try to create a text file on this folder, to make sure current windows account has full permission
on this folder.
- Check the local db is installed by command prompt:

- Check local database by running iVendQueryExpress in folder C:\Program Files (x86)\CitiXsys\

iVendRetail\PointOfSale
- Connect to instance: (localdb)\.\sharedivendpos

The iVend local db will be shown in the database list:

- Restart the Synchronization Service:
 8.3 This installation package is not supported by this processor type. Contact
your product Vendor
- When the first time POS is started with Offline, system will install LocalDB and SyncSDK. But
because of machine is running windows 32 bits, so it’s failed to install LocalDB x64 bit by default
of iVend
- Go to site: https://www.microsoft.com/en-us/download/details.aspx?id=29062
- Select ENU\x86\SqlLocaLDB.MSI to download
9. Loyalty
9.1 Loyalty Adjustment Journal – Can’t change the level
- Because of level management Method in Loyalty setting (or Loyalty Program) is Automatic
- So open Loyalty Setting, change Level management Method to Manual
- Then user can change the level in Loyalty adjustment Journal

10.Customer Portal
10.1 Non DemoStack installation note
- If previous installation was done with DemoStack and you are using a non-DemoStack
installation then you will need to change the path in IIS for the Customer Portal website as it
does not get removed when you perform an uninstall of DemoStack. This is an important note
for non-DemoStack pre-installations also – You may need to check the path from previous
installations of iVend to ensure the path is still valid.

- This particular point is specific to using the Customer Portal on your laptop for demonstration
and testing purposes when you are using a wireless LAN that does not have a fixed IP - Check
the API Server settings in the Store setup to ensure that IP address is configured correctly to use
your current local Wireless LAN IP. When I installed the demo database that came with 6.5 R2,
the configuration was pre-set to the public IP and this caused a problem with the Customer
Portal loading correctly.
- Ensure you set the correct report template for Customer Receipts in the Loyalty program setup
before you start processing any transactions for the loyalty based customers – If you don’t; it
will not make retrospective changes to old transactions in the customer portal if you choose the
wrong design.
- You need to have a valid transaction receipt when registering a customer on the Customer
Portal – Currently the Customer Portal will only display transactions with awarded points,
therefore ensure that you have a transaction in the system for your loyalty customer that has
been awarded points, otherwise the registration will fail and not recognize the transaction
receipt that you use to register with.
- Make sure that you set the correct rewards level and that when you demonstrate creating
transactions at the POS, you ensure once again that the transaction will earn rewards otherwise
they will not show in the customer portal transaction history list for the loyalty customer. The
current release of the customer portal only displays transactions that have earned loyalty
rewards – I’ve been advised that this oversight will be corrected in the near future or for the
next release.
- The customer portal is installed with the demo database install option that comes with 6.5 R2
however it does not create a Desktop icon – you will need to create this manually if you want to
have a shortcut link on your desktop for demo purposes.
- Check:

o Loyalty Website Link: http://localhost/CustomerPortal/

o iVend API URL: http://localhost/iVendAPI/ivendapi.svc/webapi/
o Ensure that you have configured and started the scheduler service.

10.2 THIS SITE IS RUNNING UNLICENSED VERSION OF iVend Loyalty

Customer Portal SOFTWARE!
- You have a valid license for Loyalty Cards and the Customer Portal.
- The iVend API service is configured and is running.
- Run and confirm the API Health Check is done in the iVend Application.
- Scheduler service is configured and running
- NOTE: Check that the below links are working fine:-

a) http://localhost/iVendAPI/iVendAPI.svc?singleWsdl

b) http://localhost/iVendAPI/ivendapi.svc/mobile/help

c) http://localhost/iVendAPI/ivendapi.svc/webapi/help
 d) http://localhost/CustomerPortal/rcAdmin (Ensure you can login to the
Customer portal if you browse this link directly)

- Ensure that you have configured the retail database for the Customer Portal
- Ensure the Loyalty program window has been configured correctly with the following:

e) Loyalty Website Link: http://localhost/CustomerPortal/

f) iVend API URL: http://localhost/iVendAPI/ivendapi.svc/webapi/

11.iMatrix
11.1 Please enter the valid numeric value in [RecordNum] column

The field format for record num data should be General, though, for some reason, after the
number 32754 , the addon didn’t recognized the number, so I divided the template and started
again from 1….. , after this the validation finish successfully.

11.2 Inconsistency in Attribute Codes Selection for the same parent item
User had the item description with more that 100 characters, as imatrix takes this description
and trim it with the values in the attributes, for the child description, the initialization failed. This
error was shown after the validation was successfully. I think its becauase the item description is
taken from sap so only while initialization the addon shows the error.

Recommendation, parent item description in SAP should not be longer than 70-80 charactes
 11.3 Values in [Code] column for an attribute must be unique
I tried to upload attribute data without the text format, I tried to convert it in excel, though in
didn’t work, the validation failed again, so I put the character ' before the data in columns code
and value, and after this, the attribute template data upload succesfully.

11.4 Invalid Parent Item Code, At least one of the column value is missing
The correct format to upload the template is that the data in columns: ItemCode, Value,
ParentItemCode, Attribute1, AtrtibuteN, has the character ' before , i.e. '130878 if it is not
created in this way, the addon will not recognize the data so validation will fail as if it where not
data in the fields.
12.Reports
12.1 Chinese language is not shown properly in exported PDF

- When the ivend report is exported to PDF, the square is showing in report instead of Chinese (or
other language)

- From MC, go to Report Manager  Export the selected report to irt file
- Go to Report Designer, open the export irt file
- Select the field and change the font to Unicode font (Arial Unicode MS)
- Click OK to save irt file.
- Go back to Report Manager, select the report and import back the irt file.
- View the report and export to pdf again.

13.eCommerce
13.1 Could not load file or assembly 'xxx' or one of its dependencies. An attempt
was made to load a program with an incorrect format
- This issue can be happened with ecommerce, customer portal, iVend API, Web report viewer.
- Because of the application pool in IIS is not enable 32 bit.
- Open IIS, select the application pool which is assigned to eCommerce
- Click Advance Setting

- Enable 32 bit application

- Retry the ecommerce website

13.2 Service Unavailable

- Open event viewer and check the log:

- Go to program and feature, uninstall IIS URL rewrite module 2:

- Go to url: https://www.iis.net/downloads/microsoft/url-rewrite
- Restart IIS or by command IISRESET or restart machine.
 13.3 Unable to Process Request - We were unable to process your request.
Please try again. If you continue to receive this message, contact our
customer service department by clicking here. We apologize for the
inconvenience.
There are many reasons cause this error. Check the error log by query: select * from [dbo].
[aspdnsf_SysLog]

- If error message contain”Message:Exchange Rate Not Found for Currency=USD”

o The default currency in ecommerce is USD, but there’s no USD in currency list.
o Go to AppConf, search for Localization.StoreCurrency, and change USD to correct
currency
- If the error message contain “License has expired”, meaning that the license is not updated from
iVend. Try to update the Enterprise Settings, update the replication service, eCommerce service.