When something goes wrong

Find what you see on the screen, then follow its entry. The app calls iVendNext Desk and the people who work in it the back office. Every refusal says what to do next, so read the words on the screen first. When you call support, give them those exact words.

Find your symptom

A tile shows no access

What you see. A tile on the home menu is gray and shows no access. It says off for you or your role cannot open it.

What it means. A tile needs two things, and one is missing. Off for you means the tick on your Retail Permission record is off. Your role cannot open it means your role cannot create or read that kind of document.

What to do. Tap the tile to see which one, and tell a manager. An administrator fixes it as Set up the Handheld shows, and you sign in again. If every tile says your role cannot open it, ticking more boxes will not help: the person needs a stock role.

When to call support. If you have the tick and the role, have signed in again, and the tile is still gray.

The Handheld is not switched on for you

What you see. "The Handheld isn’t switched on for you", right after you sign in.

What it means. Your account works, but your Retail Permission record has none of the Handheld ticks.

What to do. Ask a manager to set your Retail Permission as Set up the Handheld shows. Then sign in again.

When to call support. If the record has the ticks and you still see this after signing in again.

You cannot choose a store

What you see. No store access, or a sentence such as "Your store access is set up twice" or "The profile for this store is switched off".

What it means. The person's rows under Allow Access to Stores are empty or wrong. This is a setting, and your device is fine. Rows disappear if someone unticks Is POS User on the User record.

What to do. Ask an administrator to check the rows. Each store appears once, with a POS Profile that exists, belongs to that store and is switched on.

When to call support. If the rows are correct and the screen still says this after you sign in again.

You were signed out

What you see. Your session ended or Session locked. Sign in to resume.

What it means. The device was idle for five minutes, or your sign-in ran out. You have done nothing wrong. A second sign-in elsewhere can also end this one on sites that allow one session for each person.

What to do. Sign in again. Work you saved on the device is still there, in Docs.

When to call support. If it keeps happening while you are using the device.

The device was revoked

What you see. A message that this device was revoked or is no longer trusted.

What it means. Someone revoked the device in Trusted devices or Handheld Devices. The app removes the saved data on the device.

What to do. To use this device again, its saved data must be cleared, so ask your IT team. You can also use another device.

When to call support. If nobody at your company revoked it.

The app says it is offline

What you see. The dot at the top reads Offline, or a screen says Couldn't load this screen.

What it means. The back office is not answering, even if your device shows signal. Nothing posts until it answers again. Your saved work is still on the device.

What to do. Move to better coverage, and tap Retry. Then review your work as When the connection drops shows.

When to call support. If other devices are online and this one stays Offline.

A scan is refused

What you see. This gun does not know that label, That is not on this order, or a row with a ✕, such as ✕ wrong batch.

What it means. The code is unknown, the item is not on this document, or the line needs a different serial or batch. A label with an item code rather than a barcode says "Scan its barcode".

What to do. Check the label against the row. If the label is right, ask the back office to add the barcode, or to check the document.

When to call support. If the barcode is on the item in the back office and the device still refuses it.

The app does not know yet if it posted

What you see. "⟳ We don’t know yet whether it landed."

What it means. The answer did not reach the device. The post may have gone through. The app has not sent it again.

What to do. Tap Check again, or tap Keep for later and come back. Do not enter the work again. Your lines stay on the device until the app knows.

When to call support. If it has not cleared after your connection returns and you have checked again.

The app could not find out what happened

What you see. "⚠ We can’t tell you what happened to this one. Nothing was re-sent."

What it means. The app asked and could not confirm the post either way. Your work keeps its reference, so it cannot post twice.

What to do. Tap Review, then post it. Do not enter it again. If it will not post, tap Copy reference and ask the back office to check it.

When to call support. If the back office cannot find the reference.

A post went out twice

What you see. "⚠ This went out twice. Two documents exist for the same work."

What it means. The screen names both documents. The stock moved once in real life and twice on paper.

What to do. Do not edit either document. Ask the back office to cancel the second one.

When to call support. Always, after the back office has fixed it, so that we can find out why.

The back office refused a post

What you see. ✕ Not posted, with what the back office said. Your lines stay on the device.

What it means. When you saved, iVendNext checked your work and refused it. The reason names the line or the rule, such as not enough stock or a closed order.

What to do. Tap Fix the 1 line, or Back to the lines if no line is marked. Change what the reason names, then save again. On Deliver, use the actions the screen offers. If the reason says to ask someone, ask them. If it says "An earlier send may still land", do not enter it again. Save it again in a few minutes.

When to call support. If the screen says "It was refused with no reason we could read".

The device clock is ahead

What you see. "This device's clock is ahead of the back office."

What it means. Your device's date or time is wrong, so your document is dated in the future. iVendNext refuses it.

What to do. Set the right date and time on the device, then tap Try again. For a count, discard it and count again.

When to call support. If the device's clock is correct.

The money figures are still updating

What you see. Values are still updating, on the posted screen.

What it means. Your stock has moved and the quantities are final. The money figures are still being worked out in the back office.

What to do. Nothing. Tap Done · back to Home.

When to call support. You do not need to.

A pick is missing

What you see. No picks at your store, or a pick you expect is not on the list.

What it means. A pick shows when the back office has made one for your store. It is assigned to you, or to nobody. An order with reserved stock cannot be made into a pick list at all.

What to do. Ask the back office. If they cannot make the pick because of reserved stock, keep Reserve Stock for Orders off in Retail Setting, and they cancel the existing reservations on that order.

When to call support. If the back office can see an open pick for your store and your list does not show it.

A delivery will not post

What you see. ✕ This pick cannot be delivered, or a row on Deliver with its reason.

What it means. The screen names the reason. These are the usual ones.

What to do. Follow the row. If the back office chooses Create, then Delivery Note, on a pick you already delivered in part, it also makes drafts for the customers you delivered. Those drafts cannot be submitted, so they delete them. A draft for a customer you still have to deliver stops you until they delete it or finish it.

When to call support. If the screen says "This delivery could not be put together".

Labels will not add

What you see. No label format for this store. Ask a manager., or labels that do not appear after a receipt.

What it means. The store has no Default Label Format on its Warehouse, or Print labels after receiving is off in your Preferences.

What to do. Ask a manager to set the format. If it says We can't tell if the labels were added, check the print list in iVendNext Desk before you add them again.

When to call support. If the format is set and the print list stays empty after you post.