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Common Issues

Solutions to frequently encountered problems in GreenPOS.

Login Issues​

Can't Log In​

Symptoms:

  • Login page shows error
  • Credentials not accepted
  • Page refreshes without logging in

Solutions:

  1. Verify credentials

    • Check username spelling
    • Ensure CAPS LOCK is off
    • Try password reset if forgotten

  2. Clear browser cache

    • Press Ctrl+Shift+Delete (Cmd+Shift+Delete on Mac)
    • Clear cookies and cached data
    • Try logging in again

  3. Try incognito/private mode

    • Rules out extension conflicts
    • Tests with clean session

  4. Check store status

    • Contact admin to verify account is active
    • Ensure correct store is selected

Session Expired​

Symptoms:

  • Logged out unexpectedly
  • "Session expired" message
  • Redirected to login

Solutions:

  1. Log in again (sessions expire after inactivity)
  2. Check if another device logged in
  3. Contact admin if happening frequently

POS Issues​

Sale Won't Complete​

Symptoms:

  • Checkout button doesn't work
  • Error on payment
  • Sale stuck processing

Solutions:

  1. Check required fields

    • Customer attached (if required)
    • Valid payment method
    • Sufficient inventory

  2. Verify inventory

    • Package has enough quantity
    • Package not on hold
    • Package is active

  3. Refresh and retry

    • Save cart (hold order)
    • Refresh page
    • Resume sale

Receipt Won't Print​

Symptoms:

  • No printout
  • Partial print
  • Garbled text

Solutions:

  1. Check printer connection

    • USB cable secure
    • Network printer online
    • Correct printer selected

  2. Test printer

    • Go to Settings → Receipts → Test Print
    • Check paper loaded
    • Verify paper orientation

  3. Restart printer

    • Power off for 10 seconds
    • Power back on
    • Try printing again

Barcode Scanner Not Working​

Symptoms:

  • Scans not registering
  • Wrong data captured
  • Scanner beeps but nothing happens

Solutions:

  1. Check connection

    • USB secure
    • Try different port
    • Check Bluetooth pairing

  2. Verify focus

    • Click in search/scan field first
    • Ensure GreenPOS window is active

  3. Test scanner

    • Open Notepad/TextEdit
    • Scan a barcode
    • Verify data appears

Inventory Issues​

Package Not Found​

Symptoms:

  • Search returns no results
  • Barcode scan shows "not found"
  • Package visible in Metrc but not POS

Solutions:

  1. Sync with Metrc

    • Go to Inventory → Sync
    • Wait for sync to complete
    • Search again

  2. Check package status

    • May be inactive/finished
    • Toggle "Show Inactive" filter
    • Check Metrc for status

  3. Verify store

    • Package may be at different location
    • Check you're in correct store

Quantity Mismatch​

Symptoms:

  • POS shows different quantity than Metrc
  • Inventory count doesn't match
  • Compliance warning on dashboard

Solutions:

  1. Check recent transactions

    • Pending sales may not be synced
    • Wait 5 minutes and refresh

  2. Review adjustments

    • Check package history
    • Look for recent adjustments

  3. Perform cycle count

    • Physical count to verify
    • Adjust if necessary
    • Document discrepancy

Metrc Issues​

Sync Failed​

Symptoms:

  • "Failed to sync" error
  • Red sync status indicator
  • Transactions not reporting

Solutions:

  1. Check Metrc credentials

    • Go to Settings → Integrations → Metrc
    • Verify API keys are correct
    • Test connection

  2. Check Metrc status

    • Metrc may be down for maintenance
    • Check Metrc status page
    • Try again later

  3. Review error details

    • Click on failed item
    • Read error message
    • Address specific issue

Transaction Failed to Report​

Symptoms:

  • "Failed to Report" count on dashboard
  • Orange warning indicator
  • Transaction stuck in failed state

Solutions:

  1. View failed transactions

    • Go to Compliance → Failed Reports
    • Review error messages

  2. Common causes:

    • Invalid package tag
    • Customer limit exceeded
    • Metrc temporary outage

  3. Retry sync

    • Click Retry on failed item
    • Or wait for automatic retry

Performance Issues​

Slow Loading​

Symptoms:

  • Pages take long to load
  • Timeouts
  • Spinner won't stop

Solutions:

  1. Check internet connection

    • Speed test your connection
    • Try different network

  2. Clear browser cache

    • Remove old cached data
    • Restart browser

  3. Reduce data range

    • Use shorter date ranges
    • Filter to specific data

Page Crashes​

Symptoms:

  • Browser tab crashes
  • White screen
  • Error message

Solutions:

  1. Refresh the page

    • Press F5 or Ctrl+R

  2. Clear cache and cookies

    • Full browser reset

  3. Try different browser

    • Chrome, Firefox, Edge
    • Update browser to latest

Getting More Help​

If these solutions don't resolve your issue:

  1. Check system status - Any known outages
  2. Contact support - Email or chat
  3. Document the issue - Screenshots, error messages
  4. Note recent changes - What changed before the issue

Next Steps​