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.
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.
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