Use the Jovvie Point of Sale Support page

The register has a Support page. It has tools to fix sync problems (syncing means the register updates its saved copy of your store’s data) and a form for contacting Jovvie. To open it, click the menu button on the register, then click Support. The page shows the Support Form at the top and System Status below it.

Find the problem you have in Find the Support page, Refresh data, or Get help from Jovvie, then follow the fix. A station is one register in Point of Sale. See the glossary.

Before you clear data

Force Sync and Cached Data clear data saved on this device and load it again. If a payment started and its result is unclear, check the Orders panel (see Find and view orders) and your Stripe Dashboard or NMI terminal before clearing data. Do not retry the sale or use another payment method until you confirm that no payment went through and none is still processing. If you are unsure, contact Jovvie support. Finish or save any other open sale first. See Save an order and finish it later.

Find the Support page

The Support button is missing from the menu

Symptom: The register menu does not show Support.

Cause: An administrator hid the Support link for this station.

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 Main Menu Buttons, turn on Support.
5. Click Save.
6. Reload the register.

Refresh data

A product, tax, or setting change is not showing on the register

Symptom: You changed something in your dashboard, but the register still shows the old version.

Cause: The register keeps a saved copy of your data and has not updated that part yet.

Fix:

1. Open the Support page.
2. Under System Status, find the card for the data that is out of date, such as Products, Taxes, Categories, Gateways, or Settings. Each card shows when it last synced, for example Synced followed by a time, or Never synced.
3. Click Sync on that card.
4. If the data is still out of date, click Force Sync on the same card. Force Sync clears the saved copy of that data on this device and loads it again.
5. Go back to the register and check the change.

Some cards only appear when the feature is turned on for the station. For example, Locations only appears when printing is turned on.

A card shows “Never synced”

Symptom: A card under System Status shows Never synced.

Cause: The register has not loaded that data on this device yet, or a sync did not finish.

Fix:

1. Click Sync on the card.
2. If it still shows Never synced, click Force Sync.
3. If the problem continues, check the internet connection. Then see Loading and sync problems.

Everything on the register looks wrong

Symptom: Several things are out of date or missing, and syncing one card at a time does not help.

Cause: The data saved on this device is out of date or damaged.

Fix:

1. Open the Support page.
2. Find Cached Data. It says it clears all local data and syncs this station again.
3. Click Clear.
4. Wait while the register shows that it is clearing cached data and syncing again. A progress bar shows how far along it is. Stay on the page until it finishes.
5. Go back to the register and check your products.

Message starting with “A sync is still running”

Symptom: You click Clear and a notice starting with A sync is still running appears. It says the cached data was not cleared.

Cause: The register was already syncing, so it did not clear the data.

Fix: Wait a moment for the sync to finish, then click Clear again.

Message starting with “Server cache refresh failed”

Symptom: After you click Clear, a notice starting with Server cache refresh failed appears. It says the cached data was still cleared and will sync again.

Cause: The register could not refresh the product cache on your store, but it cleared the data on this device.

Fix:

1. Wait for the sync to finish.
2. Check your products on the register.
3. If products are still missing or out of date, click Clear again. If the notice keeps appearing, contact support.

The register is slow, and Product Sync Performance appears

Symptom: The Support page shows a Product Sync Performance card.

Cause: The last product sync took a long time. A product cache (a saved copy of your products) can speed this up.

Fix: Ask an administrator or shop manager to turn on the product cache. Administrators see an Open Settings button on the card that opens the station settings. For the steps, see Loading and sync problems.

Get help from Jovvie

You need to send a problem report to support

Symptom: Something is not working and you want Jovvie support to look at it.

Cause: Support needs details about the problem. The Support Form sends them from the register.

Fix:

1. Open the Support page.
2. In Support Form, enter your Name.
3. Enter your Email.
4. In Describe your problem here, write what happened, the message you saw, and the time it happened.
5. Leave Send POS system report checked so support gets a diagnostic report from this device. Clear it if you do not want to send the report.
6. Click Send.
7. Wait for the Sent notice.

Do not put card numbers, passwords, or passcodes in your message.

“Something go wrong” after you click Send

Symptom: A red notice that says Something go wrong appears after you click Send.

Cause: The message could not be sent, for example because the device is offline or your website could not send email.

Fix:

1. Check that this device is connected to the internet.
2. Check that Name, Email, and Describe your problem here are filled in, and that the email address is valid.
3. Click Send again.
4. If it fails again, contact Jovvie support from the website instead. Include the station name, the message you saw, and the time it happened.

Support asks for a diagnostic file

Symptom: Support asks you for a debug or diagnostic file.

Cause: The file lists recent activity on this device, which helps support find the problem.

Fix:

1. Open the Support page.
2. Scroll to Debug Data. It says it downloads a diagnostic log for support.
3. Click Download. A file is saved to your device.
4. Send the file to Jovvie support only when they ask for it, using the Jovvie support contact 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.