Below are a number of common errors that you may encounter when starting Retailer on the POS/CLIENT computer.

No Retailer Data Found

The error message above appears when the computer cannot connect to your MAIN/SERVER computer or is looking at the wrong location for the data. The most common reason for this is network troubles blocking the connection between PCs. If you cannot access the internet on either this PC or the MAIN, try restarting your router/modem.

Click HERE for more network troubleshooting.

You might also see this error if your POS/CLIENT computer has the wrong IP address entered for the MAIN/SERVER.

To fix this problem, do the following:

1. Open Retailer Backup on the CLIENT PC.
2. Click Settings -> Database Settings in the menu on the left
   
3. At the top where it says Server IP or Name, enter the name or IP address of your MAIN/SERVER.
   

IntNameToIPAddress Error

To fix this problem, do the following:

1. Check that the network cables are connected securely.
2. If it is only affecting one computer, restart that computer.
   If it is affecting multiple computers, power-cycle (turn off, leave off for 1 minute and turn back on) ALL computers and switches/routers.
3. Make sure that all computers are on a Private Network.
4. Make sure the firewall software on all computers are not blocking the following programs:
• C:\Tower\Retailer\Program\nxserver.exe
• C:\Tower\Retailer\Program\Retailer.exe

If you have any questions about the above, contact the Tower Systems Support Team.

Retailer Stuck on 18% (Merging Menus) When Loading

If the printer settings on the terminal have changed, Retailer may get stuck at 18% while starting up. This can be caused if there is no Default printer selected in your computer, or if the Default printer cannot be connected for some reason.

There are different steps to setting a Default printer, which you can find information on through searching, such as this Windows help advice:
https://support.microsoft.com/en-au/windows/set-a-default-printer-in-windows-e10cf8b8-e596-b102-bf84-c41022b5036f
You may also wish to consult an IT tech on how to do this.

Retailer may also appear to be stuck, but it's just very slow to load when a network connection has issues. You can try playing videos or music on the internet to see if that's getting disrupted.

Retailer Stuck on 59% When Loading

When Retailer is closed while it's in the middle of a task, it may get stuck at 59% when you try starting Retailer again.

To fix this issue, follow the steps below on the MAIN/SERVER computer:

1. Access the Task Manager by pressing [Ctrl]+[Shift]+[Esc] on the keyboard.
2. Click on the Processes tab on the top-left.
   
3. Depending on your version of Windows, you may have to click More Details at the bottom of the window.
4. Look for and click on Retailer. 
   Select End Process / End Task and confirm, if prompted.
   Repeat this for all instances if there are multiple instances of Retailer.
5. Look for and click on NexusDB Server.
   Select End Process / End Task and confirm, if prompted.
   
   
6. Start Retailer again.
   

Retailer may also appear to be stuck, but it's just very slow to load when a network connection has issues. You can try playing videos or music on the internet to see if that's getting disrupted.

Unable to connect to Local Licence Manager Service. Restarting the Server Computer will normally rectify this issue.

This error occurs when Retailer is unable to communicate with our serialisation server, which could be due to a number of reasons.

1. Check that your network is set to a Private Network connection. You can do this by following these steps:
   1. Press the [Windows logo key]+[X] on your keyboard. This will open the Quick Link menu.
   2. Click on Network Connections.
   3. Click on Properties for your current connected network.
   4. Tick Private network, then close the Network Connections window.
   5. Open Retailer again.

1. Sometimes, the problem can be fixed by restarting the license manager on the MAIN/SERVER. You can restart the license manager by following these steps on the MAIN/Server:
   1. Open Retailer Backup.
   2. Click Settings -> Database Settings in the menu on the left.
   3. Click Install LM service.

This error can also be caused by AVG Antivirus with the Enhanced Firewall component enabled, as it can potentially override your Windows network settings. Please ensure that your network setting is set to Private in AVG, or disable it to use your Windows network settings instead, which should also be set to Private.

Error 404 

This error occurs when the check with our serialisation server detects a change regarding serialised computers. A change in your hardware configuration can also cause this error.

Please contact the Tower Systems Support team if you get this error message.

Error 409

Unable to Communicate with Service Controller / IntReadOrWriteIniOrReg -> Failed to set data for 'Use Static Field Length'

1. Press the [Windows logo key]+[R] on your keyboard. This will open the Run dialogue box.
   
2. Type services.msc into the Run dialogue box and press [Enter] or click OK.
   
3. The Windows Services app will open, displaying a list of all services running on your system.
   
4. Scroll down the list and click on Tower Security Service.
   
5. Click Start the service or Restart the service on the left-hand side to start the service again.