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Multiple errors. Unresolved by Sellerdeck Support - can anyone help me?

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    Multiple errors. Unresolved by Sellerdeck Support - can anyone help me?

    Multiple errors. Unresolved by Sellerdeck Support - can anyone help me?

    Hi,

    I have been experiencing various issues with my EPOS system for the past 5 months. I raised a support ticket with Sellerdeck back in July not long after they first started. I didn’t raise the ticket sooner as I wanted to be sure that the errors were not being caused by my hardware first.

    The problems I am experiencing on a daily basis include:
    1. Global variables error message on first logging on in the morning. It says there is an error reading c:\checkout\data.mdb. Happens once a day, on the initial log in.
    2. Stock control errors. These happen randomly.
    3. Error copying data
    4. Transactions vanishing from ‘sales – today on this till’ and the associated z read.
    I sent my databases off to Sellerdeck, and answered a few questions, and then I heard nothing for ages. I tried chasing for a progress report, but there was no new information available. Eventually in October, my ticket was escalated to the developers.

    After over 4 hours of remote sessions with the developers, the ‘help’ offered was as follows:

    1. This didn’t go wrong during any of our sessions, due to the till having already been logged into at the time of the session. Apparently, this must be a fault on my network. I don’t understand that, as the error references a local file.

    2. These occurred during the remote sessions. I was advised to press the ‘clear sale’ button before, and after each transaction as a work-around, in order to prevent this from happening. I tried it for a few days, but it made no difference.

    3. Errors copying data from the server (our back office machine) occur frequently. We do this several times a week, when new products are added, or when prices and barcodes change for existing products.

    The developer couldn’t understand why I was using this function, as I don’t have a remote head, office or a server. We only have a back office PC, and an Epson EPOS till; as far as the developer was concerned I shouldn’t need to use the copy function at all. However, I have used it effectively since our EPOS was originally installed by Actinic back in 2008. In fact, the installer advised me that I should run the copy routine regularly to ensure that correct prices are charged for our stock.

    The developer advised me that if I felt I needed to continue using the function, I should close Sellerdeck EPOS on my other machines to prevent the error occurring. I have been doing this for a while, but it has made no difference to the frequency of the error presenting itself.

    4. This only ever happens when the copy data from server function is used. It happens every time the error detailed above occurs, and other times when it appeared to work OK too.

    The developer couldn’t offer any help on this issue, but said that it must be because of my network.

    I have had an independent EPOS hardware specialist check my hardware and configuration prior to me reporting the problems anyway. I am sure that my errors are all database related.

    Immediately after my last remote session with the developer, Sellerdeck support marked my ticket as resolved, giving me the option to reopen the case if my problems persisted.

    Seeing as my case wasn’t resolved, I reopened the ticket after a couple of days. This time I was telephoned by someone I haven’t spoken to before; he agreed that my problems are almost certainly database related.

    Apparently, it is because of the age of my database, and number of records it contains. My database is about 7 years old, and currently contains 3814 products. Obviously, over the years many products have been added and deleted, and the database has been compacted and repaired regularly.

    The resolutions suggested to me were:

    1. Create a new import file for all my products, and start afresh. This would lose all my previous transaction history, so it’s not that appealing. I was told that most Sellerdeck EPOS users do this every 2 years; is this true?

    2. Wait until the next major release, where the limitations, which are causing my errors, will be resolved.

    3. Pay Sellerdeck to implement a fix, before the new software release. There was no indication of cost or timescale given. I was advised that such a fix probably would come without warranty. I have been waiting for 4 weeks for Sellerdeck’s sales team to contact me regarding this option.

    Has anyone else experienced problems such as this? If so, how did you resolve them?

    Anyone else’s thoughts and advice will be gratefully received. At the moment I have no trust in my EPOS system, and I really need to get things working reliably again.

    Many thanks,

    Nick.

    #2
    I see you have no answers and I also have a query with no answers. The ecommerce pages get lots of help (we have that package too) but EPOS support is terrible, especially as SellerDeck are not interested. What SD fail to understand is their lack of support to existing customers is not going to keep them when we are due to buy new packages.

    I upgraded to SD 2014 specifically because it could link to our EPOS, but they dropped EPOS, so it was a waste of money. I now find they have no technical support unless you have a contract. (Which I have for ecommerce)

    Until I started my own business I spent 32 years in service & support and we always provided free support for low budget customers, It might take us a long time for the free support, but the contact point was there.

    Come on SellerDeck help bridge the gap in responses on the EPOS Community when you see queries languishing for weeks. It's what professional companies do!

    Comment


      #3
      Sorry you are wasting your time with them , they are only money orientated these days, which is why they priced themselves out of the start up market
      Chris Ashdown

      Comment


        #4
        I agree, but they don't seem to have a product that is good enough for a higher level market.

        Comment


          #5
          Several of those errors could be caused by having a corrupt access database, does ePos have a repair database function at all? If so I would run it, if not you can run it through your ODBC control panel but if you do this you should close down all copies of the program and then once the repair is complete you should rename the mdb files and then copy the renamed file back to it's original filename (actually copy not rename again because this resolves any possible permissions issues with the file).

          That error on open could be an error in the program though, to test this, open the program, then close it, then open it again if you get the error again on the second open then it is unlikely to be a network error.

          Have you tested your network? It may well be that there are errors there that are causing the random problems you are seeing, particularly as they are random in some cases, the program doesn't change how it works so outside influences can have an effect.

          The other key to helping them to help you is to produce a reproducible scenario that they can run in house (using your data) because once they have that then they will be able to help you.

          I am a software developer myself and have in the past worked in their development team and I know that they do take customer problems very seriously and will always try to fix them but sometimes it is just really hard to find the problem. You just need to keep on working with them until you can find an answer to the issue together.

          Sorry that I couldn't be any more help but I just don't know the ePos system very well at all.

          Regards,
          Jan Strassen, Mole End Software - Plugins and Reports for Actinic V4 to V11, Sellerdeck V11 to V2018, Sellerdeck Cloud
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          Comment


            #6
            Did you ever get any help with this, we have been having similar issues!
            http://www.threadsandpatches.co.uk

            Comment


              #7
              Originally posted by Confused Sally View Post
              Did you ever get any help with this, we have been having similar issues!
              What problems have you got?

              Comment

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