Workstation and Peripheral Issues

Use the NetSuite Point of Sale troubleshooting (NSPOS) guidelines here to identify and handle hardware issues.

Note:

Some procedures use the application OLE for Retail Point of Sale (OPOS). OPOS is often used to manage peripheral hardware devices. It is commonly installed with NSPOS, but is considered optional if it is not required by a device manufacturer.

General Workstation (Register) Troubleshooting

Close the NSPOS application.
Use Windows > Power > Shut down to power down the register.
Turn register on again and start NSPOS.
Sign into NSPOS.
Verify if the issue still exists.
If yes, take a screenshot or notes of any errors that appear.
Contact NetSuite Customer Support for assistance.

Avoid "hard reset" shut downs

Never shut down a register by pressing and holding the power button.

Called a "hard reset," powering down using this method can cause the register's MySQL database to become corrupted. You might lose data that had not synced to the server and in some cases, NSPOS could become inoperative, requiring it to be taken out of service until you restage the register.

Always go to Windows > Power > Shut down when you need to physically turn off a register.

Warning:

Forcing a shut down using a "hard reset" can damage your MySQL database and take the NSPOS register out of service.

Tip:

Having a back up power supply for a register can help prevent issues when electric power is lost due to weather or other events.

Receipt Printer

Take a screenshot or notes of any errors that appear.
Try to reprint a previous receipt.
If reprinting fails, close NetSuite POS.
If possible, use the installed OPOS utility to verify that the printer is detected.
Contact NetSuite Customer Support.

Note:

Reprinting Receipts and Register Upgrades – Any receipts for transactions performed using NSPOS 2018.1.2.X will not be available for reprinting after an upgrade to NSPOS 2020.1.X or later.

The 2018.2.X reprint function was replaced in NSPOS 2019.1.X, and is considered to be obsolete.

All customers should use the supported receipt-search options for reprinting. See Reprint Receipt Using Receipt Search

Cash Drawer

Take a screenshot or notes of any errors that appear.
Verify if you can open the cash drawer using the No Sale button.
If the drawer fails to open, close NSPOS.
If possible, use the installed OPOS utility to verify that the drawer is detected.
Contact NetSuite Customer Support.

Tag Printer

Take a screenshot or notes of any errors that appear.
Try to print one or more different tags.
If printing fails, close NSPOS.
If possible, use the installed OPOS utility to verify that the printer is detected.
Contact NetSuite Customer Support.