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Fix a till that has stopped syncing

What “Sign in again” and “Not syncing” mean on the Till page, and how to get sales arriving again.

Who can do this: Admins by default (the “Connect or change the till (POS)” permission); a Location Manager can be given it. Location Managers can see the state but not fix it without that permission.

WebChecked

On this page

When Yes Chef can no longer read the till, everyone who may connect the till at that location gets a notification, Till not syncing, with the reason and the location. Sales already read stay; new ones stop arriving until it is put right.

On the web

Go to Settings, then Till (POS)

  1. Pick the location and look at the coloured band at the top of the till’s section. It says the one thing that is wrong.
  2. If it says Sign in again, press Sign in. A panel opens, Sign in to the till, with the store already filled in. Type the Username and Password of the till’s admin user and press Sign in. It says Signed in.
  3. If it says Not syncing, or shows the till’s own error, press Sync now. It says Sync started.
  4. Watch the band turn to Connected and the Synced tile change to a moment ago.

What each state means

  • Connected (green) Sales are being read every ten minutes.
  • Working out totals (amber) Sales are in and the day totals are being added up. Nothing to do.
  • Sales unread (amber) The band gives a number of sales that have arrived and are not yet counted. Nothing to do.
  • History only (amber) Past sales were brought in from a file and no live till is being read. See Other tills and past sales.
  • Sign in again (red) The till no longer accepts the access Yes Chef was given: it has run out or been withdrawn. Nothing is read until someone signs in again.
  • Not syncing (red), or an error in the till’s words. The last read failed.

After it is fixed

Check the Synced tile and Latest sales on the same page. If sales from the time it was down are still missing the next day, write to omar@1273.co.uk with the location and the dates.

If it doesn’t work

There is no Sign in or Sync now button
You can see the till but do not hold “Connect or change the till (POS)”. Ask an Admin.
“Sign-in failed”
The username or password is wrong for the store. Check them in the till’s back office.
“Needs an admin user” or “This user can’t see sales”
The user you signed in as has lost its rights on the till. Use an admin user that can see sales.
“Already synced”
A read started a moment ago. Give it a minute before pressing again.
“Couldn’t sync the till”
The message under it is the reason. If it is the till not responding, wait and try again.

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