Troubleshooting and the crash log

Most problems fall into a handful of shapes. Work through the likely cause before assuming the worst.

The crash log

Open Crash log from the home screen. It lists every error the app has recorded, with a stack trace, and you can filter to failures only.

You do not need to understand a stack trace to make it useful. Two things matter: when the entry was written, and the message at the top. An entry timestamped at the exact moment something went wrong is the thread to pull.

You can open the log folder from this screen, or clear the log once a problem is resolved so the next one is easy to spot.

The app opens on the Licence screen

The trial or the core licence has expired. Nothing is lost. See Activating your licence.

A barcode will not scan

1. Scan into the checkout search box and watch. If the digits appear, the scanner is fine and the problem is that the code is not on any product.
2. If nothing appears, it is the scanner or the cable. Try it in Notepad to confirm.
3. If the digits appear but no product is found, add that barcode to the product. Remember a product can hold several codes.
4. For a scale label specifically, check Selling items by weight — the prefix and digit rules are separate settings.

Nothing prints

See Receipt printer setup for the full sequence. In short: check Windows can print, check the printer is still selected in Settings, check the paper size, clear the Windows queue.

If one specific invoice will not print while everything else does, and you use ZATCA Phase 2, check its ZATCA status. Uncleared standard tax invoices are deliberately held back.

A ZATCA submission failed

Open the document from Documents, read the error the platform returned, and use Retry.

If it keeps failing, work down this list:

• Is the machine online?
• Is the system clock right? Invoice timestamps are signed.
• Do the seller details in Settings exactly match your ZATCA record?
• Is the Phase 2 module still licensed and not expired?
• Is the production certificate still valid?

Filter Documents by ZATCA status failed to see whether this is one document or all of them. One is a data problem with that invoice; all of them is a connection, clock or certificate problem.

The drawer does not balance

That is a process question rather than a fault. Work through Shifts and end of day: unrecorded cash in and out movements are the most common cause, followed by an opening float that was estimated rather than counted.

The app is slow

• Run optimise in Settings, outside trading hours, after taking a backup. A database that has been trading for a year accumulates slack.
• Check free disk space. A nearly full disk slows SQLite badly.
• If it is a specific screen over a wide date range, narrow the range.
• Check the crash log for repeating errors — something failing in a loop will drag everything down.

Something looks corrupted

Run the health check in Settings. If it reports a problem, restore your most recent good backup rather than continuing.

Databases usually get damaged by the machine losing power with the app open. If that is happening regularly, the underlying fix is a UPS or teaching people to shut down properly.

Getting help

Include all of this and you will usually get an answer in one round trip rather than four:

1. What you were doing when it happened, step by step.
2. What you expected and what actually happened.
3. Your version number, from Settings → About.
4. The relevant crash log entry, copied out.
5. A screenshot, if there is anything to see.
6. Whether it happens every time or just once.

For a ZATCA problem, add the document number and its ZATCA status.

Send it to the support address on the contact page.