Common Stocktake Issues

Common Stocktake Issues

Stocktake was closed and cannot reopen/find it

When in the Stocktake screen (Stock Maintenance -> Stocktake -> Stocktake), click on Open Existing Stocktake at the top.
Select the stocktake from the drop-down menu.
If this stocktake was previously processed, make sure to tick the box below 'Show Processed Stocktakes'.

Stocktake scanner is not connecting / transferring files

If your stocktake scanner (PDE) is not showing up on the computer it's connected to, first try that scanner on a different port or computer to make sure there isn't an issue with the particular computer or port.
If the problem persists, make sure your PDE is setup correctly to connect to the computer by following the appropriate advice sheet:

Honeywell EDA 51 or 52

Honeywell EDA 50k

Older Honeywell models

Error messages

BCD Overflow - Your stocktake has counted a barcode or other similar long number into the quantity for an item. Check through the stocktake list and correct the quantity before trying to process the stocktake again.

Fatal error or Access Violation error - a serious error has been triggered by something, and Retailer needs to be closed and reopened for it to work normally. Check that there aren't too many Stocktake tabs open in the Stocktake screen, as it's common for stocktakes to be left open over time after processing. They don't need to stay open and previous stocktakes can be opened again if needed using the Open Existing Stocktake button.
    • Related Articles

    • Common EFTPOS Issues

      Please note that most EFTPOS processing issues are actually under the responsibility of the EFTPOS integration provider or the bank themselves as the Retailer software only sends the transaction data across and waits for the approved signal back from ...
    • Common Epay issues

      This advice sheet describes some of the most common issues encountered when using the Epay voucher system to sell or top up phone vouchers, digital wallets, etc. , including the methods to resolve the issue. Error message appears saying ...
    • Common Supplier Stock File Importing Issues

      Here are a few common issues that customers can run into when they try to import a supplier stock file into Retailer. The first thing to confirm is that the file's barcodes are not corrupt and all the data is correct. Default settings are required to ...
    • Common issues with Xero accounting link

      This advice looks at the most common issues or messages seen during accounting exports to Xero, and how to resolve them. Error Account number X missing When exporting, Retailer will check that all Xero codes have been setup. If you have added ...
    • Common Webstore Issues

      This advice is for anyone asking why the Tower Web Connect (TWC) link syncing to Shopify, Magento or WooCommerce (Wordpress) websites is not working. Before continuing, it is assumed that your link had been working previously and all initial setup ...