Loading and sync problems in Jovvie Point of Sale

This page is for the Jovvie Point of Sale register. If products load slowly, a sync message appears, or the register will not finish loading, it helps you fix it. The register keeps a copy of your products, taxes, categories, payment methods, and settings on the device and updates it from your store. This is called syncing.

Before you clear data

Some fixes clear the data saved on this device and sync again. Finish or save any open sale first. See Save an order and finish it later.

If a message appeared while you were taking a payment, a card payment can go through even if the order did not save. Before you clear data or repeat the sale:

1. Check your Stripe Dashboard, or the NMI terminal, for a payment that completed or is still processing.
2. Check the Orders panel (see Find and view orders).
3. Only charge again if no payment completed and none is still processing.

If you are not sure, contact support before you take another payment.

Messages

“Opps, Sync POS Data Required.”

Symptom: A window with this title appears. It has a Clear Data & Sync Now button and a line starting with Message:.

Cause: The register could not get data from your store, or could not save an order to it. The data saved on the device may be out of date or incomplete.

Fix:

1. Check that this device is connected to the internet.
2. Click Clear Data & Sync Now. The register reloads and syncs everything again.
3. Wait for the register to finish loading.
4. If the window appears again, write down the text after Message: and contact support.

Message starting with “Sync paused”

Symptom: A short notice starting with Sync paused appears in the corner, with a Retry button. The register still works.

Cause: The register could not reach your store, for example because the device went offline or the store was briefly unavailable. The register keeps working with the data already saved on the device.

Fix:

1. Check that this device is connected to the internet.
2. Wait a moment. The register tries again on its own when the connection returns.
3. To try right away, click Retry before the notice disappears. Or open the main menu and click Sync Now.
4. If the notice keeps coming back, open the Support page and check System Status.

“Could not load POS settings. Check your connection and try again.”

Symptom: The loading screen shows this message and a Retry button.

Cause: The register could not load this station’s settings.

Fix:

1. Check that this device is connected to the internet.
2. Click Retry.
3. If the message continues, contact support.

“Service temporarily unavailable”

Symptom: A window with this title says the service is briefly unavailable for scheduled maintenance.

Cause: The service is being maintained.

Fix:

1. If this appeared while taking a payment, follow the check in the Before you clear data caution on this page first.
2. Wait a minute.
3. Close the window.
4. Try again.

“Products still loading”

Symptom: A notice with this text and an Optimize button appears while products sync.

Cause: Syncing your products is taking a long time. This usually happens with a large product catalog. Only users who can edit the station (one register in Point of Sale) see the Optimize button.

Fix: Wait for the sync to finish. If it happens often, ask an administrator to turn on the product cache. See Products sync slowly every time.

Products sync slowly every time

Symptom: The register takes a long time to show products. The Support page shows Product Sync Performance, saying the last product sync ran slow.

Cause: A large product catalog or a slow connection can make product syncing take longer. A product cache (a saved copy of your products) may help.

Fix: Ask an administrator or shop manager to:

1. In your dashboard, go to POS > Stations.
2. Find the station and click Edit Station.
3. Open the Display tab.
4. In Product Tabs & Cache, turn on Enable Product Cache based on Tab configuration.
5. Click Save.
6. If the product list looks out of date later, return to this setting and click Refresh cache.

On the register, Optimize and Open Settings take you to this same station screen.

Message ending with “variation(s) failed to sync”

Symptom: A notice ending with this text appears, starting with a number. For example, 3 variations may have failed to sync. The notice has a Retry button.

Cause: Some variations of variable products did not load during the product sync.

Fix:

1. Click Retry.
2. If the notice appears again, open the Support page and use Force Sync on Products.
3. If it still appears, contact support.

Problems without a message

The register stays on the loading screen

Symptom: The loading screen with a progress bar does not finish.

Cause: A large product catalog or a slow connection can make the first sync take a while.

Fix:

1. Wait a few minutes.
2. To start selling sooner, click Switch to background loading. Products keep loading while you work.
3. If it still does not finish, check the internet connection and reload the page.
4. If the problem continues, contact support.

Products or prices on the register are out of date

Symptom: A product you changed in your dashboard shows old details on the register.

Cause: The register has not synced since the change.

Fix:

1. Open the main menu and click Sync Now.
2. If the product is still out of date, open the Support page and use Force Sync on Products.
3. If the problem continues, use Clear under Cached Data on the Support page.

Still need help?

When you contact support, tell them the station name, the message you saw, and the time it happened.

Contact Jovvie support.