1. Commerce
  2. NetSuite Point of Sale (NSPOS)
  3. NSPOS Administrator Guide
  4. Monitoring and Troubleshooting
  5. Troubleshooting
  6. Replication Issues

Replication Issues

Replication issues occur when data synchronization fails to exchange information between NetSuite and your registers. If a register is not replicating data with the replication cloud, it is considered to be Offline (or Terminated).

Note:

Item updates – Not all fields from the item record "downsync" from NetSuite ERP to NSPOS registers. See Item Synchronization – NetSuite ERP to NSPOS for a list of fields that synchronize when you update an item record.

Troubleshooting Replication Issues in NSPOS 2020.1.X

Applies to NSOPS 2020.1.X and later.

Things like price changes not appearing on a register or customer information not updating in NetSuite ERP are clues that data synchronization is not working at the register.

First check the workstation's status using either NetSuite ERP or NSPOS on the register. Note the last replication date. If the date is not current as of today, replication issues exist. Contact NetSuite Customer Support for assistance.

RA-Workstation terminated status
Important:

If more than 30 days have passed since the last replication date, the register is Terminated and must be restaged.

Tip:

To send alerts when registers are offline, you can create a Saved Search to track register replication statuses in NetSuite ERP. These alerts can help you avoid restaging a register because it has been offline (not replicating) more than 30 days.

See NSPOS Workstation Status Saved Search. Base the search on the date value Last update from replication cloud.

  • From NetSuite ERP:

    1. Go to Customization > Lists, Records & Fields > Record Types

    2. Locate the RA-Workstation row and click List.

    3. Locate the register's RA-Workstation record and click View.

    4. Under Monitoring, review the Replication Status and Last Update information.

      If a register is in an Offline status, you will see a warning message.

      Tip:

      Use the Last Update date to determine when 30 days will have elapsed. After 30 days offline, the register is assigned a Terminated status and must be restaged.

    RA-Workstation offline status

  • From the NSPOS register:

    1. Locate the Normal State icon in the upper left.

      Replication issues cause the icon to be Amber (Alert/warning) .

      Normal State amber alert

    2. Tap the Normal State icon.

    3. Review the Last Update from replication cloud panel.

      If the register has not received an update within the last hour, it is Offline or Terminated.

      Tip:

      Use the Last Update from replication cloud date to determine when 30 days will have elapsed. After 30 days offline, the register is assigned a Terminated status and must be restaged.

  • Normal State icon with amber color NSPOS Workstation status

Using Reports to Identify Replication Issues by Type

Applies to all current NSPOS releases.

Use these procedures to review for issues by comparing data saved to the NSPOS register with data saved in NetSuite ERP.

If Sales/Transactions are missing in Sales Audit or Transaction Detail Reports

  1. Run reports from other registers to verify if transactions are missing.

  2. If missing from a single register only, restart the register, wait 10 to 15 minutes and run the report again.

  3. Take a screenshot or notes of any errors that appear.

  4. Contact NetSuite Customer Support.

If Sales/Transactions are missing in NetSuite ERP

  1. Review the register where the transactions originated to see if an Unsent Transaction Report was created.

  2. Use the report to identify missing transactions and error messages.

  3. If possible, use the error messages to make adjustments in NetSuite.

  4. Contact NetSuite Customer Support.

Note:

You should submit separate Support cases for each error listed in the Unsent Transaction Report.

If New or Updated Items do not appear on a Register

  1. Verify if the new or updated items appear on other registers.

  2. If missing from a single register only, restart the register, wait 10 to 15 minutes and try again.

  3. Take a screenshot or notes of any errors that appear.

  4. Contact NetSuite Customer Support.

Note:

If new or changed items are missing from all registers, it may mean that issues are occurring on the POS server.

If New or Updated Tax settings do not appear on a Register

  1. Verify if the settings appear on other registers.

  2. If missing from a single register only, restart the register, wait 10 to 15 minutes and try again.

  3. Take a screenshot or notes of any errors that appear.

  4. Contact NetSuite Customer Support.

Note:

If new or updated tax settings are missing from all registers, it may mean that issues are occurring on the POS server.

Related Topics

Related Topics

Troubleshooting
Security Notifications for ERP Sandbox Integration
Enabling NSPOS Features in NetSuite ERP
Workstation and Peripheral Issues
Software Issues

General Notices