Retail 360 Mobile Troubleshooting

Problem: The application does not respond or responds slowly. The Awaiting Internet connection or Slow Internet connection message is displayed at the top.

Solution: Make sure your mobile device where the application is installed has a stable internet connection.

Problem: After tapping Add New Printer, the Sorry, could not find printers message is displayed instead of printer settings.

Troubleshooting: Before configuring printer settings, make sure the Brother printer is paired with your mobile device via Bluetooth.

Only printers of the Brother RJ-2150 and RJ-3150 models are now supported.

How to pair the Brother printer with your mobile device

1. Activate Bluetooth on your mobile device.
2. Go to Bluetooth section > Available devices.
3. In the list of available devices, find the Brother printer.
4. Tap the Brother printer name and pair your mobile device with it.

The steps above may differ depending on your mobile device model. For more information, refer to the manufacturer's documentation.

For more information, see Configuring Printing Settings for Shelf Tags.

Currently, once an item is saved in Retail 360 Mobile, its name cannot be changed. This is a temporary issue which will be fixed in coming releases.

For more information about processing items in Retail 360 Mobile, see Items Management.

When you have scanned the item and see the "Item is not in your pricebook" message, it means that this item is missing in your price book and you need to configure its settings and save it.

Please note that in the Unknown Item field, you need to enter the item name, otherwise the item cannot be added to the price book.

For more information about how to add a new item to the price book via the Retail 360 Mobile app, see Adding a New Item.

If the user under which you are trying to log into the app has just been created, it is recommended to do the following:

1. Wait about half an hour until your user is activated in the system.
2. Try to log into the application once again.

For more information, see Getting Started with Retail 360 Mobile.

Currently only one size for shelf tags is supported in the Retail 360 Mobile app—3'' x 2''. Other sizes, such as 2'' x 1'', 2.25'' x 1.25'', and 3'' x 2'', will become available in coming releases.

For more information about configuring shelf tags printing settings, see Configuring Printing Settings for Shelf Tags.

To add the selected item to the invoice, basket, or the shelf tags set:

On the item's card:

1. Tap and hold the item's image.
2. Swipe the item's image down to the bottom of the screen.

Please note that you need to swipe down from the item's image or its placeholder, in case the image is missing. Make sure you are not swiping down from any other place on the screen. Otherwise, the item is not added to the invoice, basket, or the shelf tags set.

For more information, see Adding Items to Invoice.

Once any of the Retail 360 Mobile permissions is granted to the user, it is required to log out of the Retail 360 Mobile app and log into it again in order for the changes to take effect.

Please note that the user individual permissions are granted in CStoreOffice®, in the employee form, and overwrite the user role permissions. For more information, see Defining Employees Properties > Login & Password section.

After the Retail 360 Mobile installation on your mobile device, the Access to Retail 360 Mobile is not available for your account right now message is displayed.

It means that your user has no relevant permission granted in CStoreOffice® to access the app. For more information on how to grant it, see Retail 360 Mobile App Main Permission.

If you cannot find the item from the global price book in Retail 360 Mobile while trying to add it to the invoice:

1. Go to CStoreOffice®.
2. Add the item you need to your location.
   Result: The item should become available for searching through the Retail 360 Mobile app.

For more information, see Setting Up Items.