Issue: CRE cannot connect to the database, or a database-related error appears.

Suggested solution: Check whether the server computer is on and whether the network connection is available. If other registers are affected too, report that to support. Do not restart database services, move database files, or restore a backup unless instructed by support.

Issue: No receipt prints after a sale, or the printer shows offline.

Suggested solution: Check that the printer is powered on, has paper, and the cover is closed. Confirm the cable is firmly connected. Check the selected printer in Windows and CRE. Print a Windows test page if appropriate. If the printer is not detected or the issue continues, contact support.

Issue: The scanner does not scan, beeps but enters no code, or reads incorrect data.

Suggested solution: Check the scanner cable and power. Test a known barcode in a simple text field such as Notepad. If it works there but not in CRE, check item barcode setup and scanner configuration with support. Do not scan configuration barcodes unless they are for the exact scanner model.

Issue: A card transaction is declined, times out, or fails to return to CRE.

Suggested solution: Read the message on both CRE and the payment terminal. Confirm the terminal has power and network connectivity. Follow the processor’s instructions for declines. If the result is unknown, check the transaction status with the processor before retrying; do not run the card repeatedly. Contact the payment processor or technical support.

Issue: CRE cannot connect to the payment terminal.

Suggested solution: Check that the terminal is powered on and connected to the correct network or cable. Note whether one or all terminals are affected. Do not factory-reset or reconfigure the terminal without payment support instructions. Contact the payment processor or technical support.

Issue: A sale may have been processed twice.

Suggested solution: Stop retrying the payment. Review the transaction history and payment-terminal result, then contact the payment processor to verify the final status. Follow the processor’s approved void/refund process. Do not issue a refund until the transaction is confirmed.

Issue: The merchant cannot confirm a backup, or records appear missing.

Suggested solution: Check the configured backup location and the most recent backup log or timestamp, if available. Do not overwrite existing backups or restore data without guidance. Contact support promptly if data loss is suspected, and preserve the computer/server in its current state.

Provide the store/business name, callback number, affected register or workstation, CRE version if available, exact error text, when the issue began, steps already tried, and whether one or all registers are affected. Include a screenshot when possible, but never send passwords or full payment-card details.