Shifts Troubleshooting

Problem: The House Accounts data is missing in the Shift report.

Solution: Make sure all the CStoreOffice® settings are configured properly:

1. Make sure the Process House Account Details option is selected in the Station Options > MISC section. If it is already selected, try to save once again the settings configured in the MISC section.
   For more information, see Station Options: MISC.
2. Make sure the corresponding MOP name is IN-HOUSE.
   For more information, see Working with MOPs.
3. Make sure the GL number matches the house account number in CStoreOffice® and at the cash register.

Question: I need to split one shift into two. How can I do that?

Answer: There is no way to split shifts in CStoreOffice®. You can use the following steps instead:

1. Reject the shift you want to split. For more information, see Rejecting Shifts.
2. Enter several shifts based on rejected shift manually. For more information, see Entering Shifts Manually.

Problem: I cannot accept the shift unless it is in sequence. When I am trying to do it, the following warning message is displayed:

Solution: Shifts can be accepted in CStoreOffice® one by one by the date period. If any shift is missing you need to add it manually and only then you may proceed with accepting the next shift.

For more information, see Entering Shifts Manually.

Question: I need to pull transactions into the previous day from my next shift. Is there a way to do it?

Answer: All transactions are included into the shift when they were made. There is no way to move transactions from one shift to another one.

For more information on how to work with the shift reports, see Shift Reports.

Problem: Undefined department is displayed in my shift report in CStoreOffice®. What does it mean?

Troubleshooting: Items may appear under Undefined department in the shift report in case your departments configured in the cash register and CStoreOffice® do not match. For example, you created a new department in CStoreOffice®, assigned it to the items, but did not send updates to the cash register.

To troubleshoot this issue:

1. Check the departments for the items from the Undefined list in both places, cash register and CStoreOffice®.
2. If the departments do not match, send price book updates from CStoreOffice® to the cash register. For more information, see Cash Register Updates Manager.
3. Reprocess the shift where Undefined department was displayed.

For more information on how to manage item departments in CStoreOffice®, see CR Departments.

Question: How to delete a shift from CStoreOffice®?

Answer: You may need to delete a shift from CStoreOffice® due to following reasons:

• Duplicate shift
• Shift has incorrect data

To delete a shift, you need to reject it. If this shift was already accepted, at first you need to undo it and only then to reject it.

For more information on how to reject a shift, see Rejecting Shifts.

Question: The list of shifts which opens from the CStoreOffice® home page > Cash Register > Shift Reports does not display all shifts for the previous periods. How to view a longer list of shifts report including previous periods?

Answer: You can view the shifts you need for the previous periods in the Shift Reports Acceptance Log report. In this report, you can select any period you need and view all accepted shifts for this period.

From this report, you can also send the shift you need back to the Accepted Shifts section at the Cash Register > Shift Reports form.

For more information, see Shift Reports Acceptance Log report.

Problem: Shifts are not pulled automatically from the Passport cash register.

Troubleshooting: It may be caused by the huge amount of PJR and shift files accumulated on the cash register due to the following CR settings configured in CStoreOffice®:

• The Keep shift files on CR (DC) option is selected.

  

• The Remove sent PJR files from CR option is not selected.

  

To troubleshoot this issue:

• If you need to keep the PJR and shift files on CR:

1. Go to MISC > Journal Settings.
2. Select the Remove sent PJR files from CR option.
3. In the Remove PJR files in ... minutes field, enter 60.
4. At the top right of the form, click Save.

   

• If you does not need to the keep the PJR and shift files on CR:

1. Go to the Cash Register settings > Advanced.
2. Unselect the Keep shift files on CR (DC) option.

   

3. At the top right of the form, click Save.
4. Go to MISC > Journal Settings.
5. Select the Remove sent PJR files from CR option.
6. In the Remove PJR files in ... minutes field, enter 0.

   

7. At the top right of the form, click Save.

For more information on how to configure the Passport cash register settings in CStoreOffice®, see Gilbarco Passport Settings.

Question: Is it possible to ignore fuel loyalty when parsing shifts?

Answer: Yes, it is possible for the following cash register types: Verifone, Radiant, Gilbarco, and Conexxus.

To ignore fuel loyalty when parsing shift for the cash register types listed above:

1. Go to the cash register settings.
2. Switch to Advanced.
3. In the Fuel loyalty list, select Ignore.

   

4. At the top right of the form, click Save.
5. Undo and reprocess the affected shifts.

For more information, see the following help sections:

• Undoing Incorrectly Accepted Shifts
• Repulling or Reprocessing Shifts
• Verifone Sapphire/Topaz/Commander Settings
• Radiant Settings
• Gilbarco Passport Settings
• Conexxus Settings

Problem: Fuel discounts are not displayed in the shift report.

Troubleshooting: To display fuel discounts in the shift report, select the Fuel Loyalty option in the Station Options section of the cash register settings.

For more information, see MISC > Station Options and Common Report.

Problem: Duplicate departments are displayed in the PLU Sales Report > Department Sales section.

Troubleshooting: One of the possible reasons is that the departments in the cash register and CStoreOffice® are not synchronized. To synchronize the departments:

1. Go to the cash register advanced settings.
2. Clear the Do not upload departments to CR option.

   

3. Save the settings.
4. Click the Upload Full Items Price Book button.

   

For more information, see PLU Sales Report and Advanced Settings.

1. Make sure the Accept shifts automatically option is selected in the CStoreOffice® station options.
2. In case you are using Radinat CR and have overlapped shifts, make sure the Auto-accept overlapping shifts option is selected in the CStoreOffice® station options. Otherwise, the shifts that have overlapped ending and starting time are not accepted automatically.

   

For details, see Shared Options.

I need to refund an item, but when I have entered its UPC, the item is not found and I see the undefined value.

If you see the undefined value, make sure that the UPC value is correct.

In case you are entering the item's EAN-8, you need to omit its check digit value.

• Go to your Pending Shift Report Screen check if there is a missing shift report
• Check if your sabotage prevention system is turned on? (If this is turned on you will need to enter the missing shift report manually)
• Check with your cashiers if they close a Day Report on the Register every day.

If the shift data has already been changed manually, the shift cannot be accepted to prevent overriding the manual changes.

To be able to override the manual changes, turn off the corresponding option at Data Entry > Dashboard > Misc > Sabotage Prevention System.

For more information about the Sabotage Prevention System option and other location options, see MISC > Station Options.