The images and steps in this article use the latest ShopKeep Register for iOS v4.0.0 without register feature enhancements. If a different register version appears on your iPad, please follow the instructions in our other Manager Functions Troubleshooting article.

Visit our ShopKeep iOS Register Updates 2019 article for more information on the latest feature enhancements included in 4.0.0 and how to update your registers.

Manager Functions Troubleshooting

Managers are employees that have more permissions than cashiers at the register, therefore make sure everything is running smoothly for your managers. This guide presents solutions for issues you might encounter while completing manager duties at the register.

Table of Contents

Manager Functions Troubleshooting

If you’ve run into a problem while signed in as a manager, follow along to find a solution that works for you.

I opened / closed my shift for the wrong amount. Can I do anything about that?

No, the opening or closing cash drawer amounts cannot be changed once entered. Be aware that the drawer may have an overage or shortage at the end of the shift, but sales will not be affected.

How do you end the day with credit card transactions?

All your credit card transactions will be reported on your Z Report and you do not need to close your credit transactions batch from the terminal or app because this is done automatically with ShopKeep. Simply close your shift to end your day for all transaction types.

When I tap 'No Sale', the cash drawer doesn’t open.

We’ve got you covered! Head over to the cash drawer Troubleshooting Guide to get everything sorted out.

When I press 'Get Updates', ShopKeep returns an error message.

‘Error Syncing with BackOffice’ is often the result of an internet connection issue. Follow the suggestions below to troubleshoot your connection:

  1. Load a website or perform another function that requires internet.
  2. Check that the iPad is connected to the right WiFi network. If not, reconnect it to your network.
  3. Ask someone familiar with your network setup to reboot the modem and router.
  4. Contact your internet service provider for further assistance.

On the Diagnostics screen, there are a number of items next to the Pending Queue / Delayed Queue.

The Pending Queue / Delayed Queue represents the amount of data on its way to BackOffice from the register. If the number of items in these queues does not go down, follow the steps below to fix the issue.

  1. Make note of the number of items in the queue.
  2. Check the internet connection on the register.
  3. Wait 10 minutes and check the queue again.
  4. Follow the specific steps below that reflect the queue's behavior.
  • If the number of items in the queue has decreased:
    1. Wait until the queue reaches 0.
  • If the number of items in the queue has not decreased:
    1. Check that the register is connected to the right WiFi network. If not, reconnect it to your network.
    2. Load a website or perform another function that requires internet.
    3. Ask someone familiar with your network setup to reboot the modem and router.
    4. Contact your internet service provider for further assistance troubleshooting your network connection.

    I’m having problems with the Register List.

    Don’t worry, we’ll help you fix it. Visit the Serverless Sync™ Troubleshooting Guide for help.

    When I deactivate my register, I receive an error message indicating it failed.

    This may have occurred if the iPad was not connected to the internet when attempting to deactivate. Check your internet connection, then tap ‘Retry’.

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