RoamV2 - Troubleshooting

RoamV2 - Troubleshooting

If you are experiencing issues with Roam, this article can provide some helpful tips that can solve common issues. Alternatively, contact Tower Support

No Data in Roam

Make sure you have set the Product Criteria for Roam in Retailer. See HERE.
If the Product Criteria is setup, try the Restart Weblink Service step below.
If products still do not appear in Roam, contact Tower Support to investigate.

Clear Local Data

If the data in Roam is out of date on one Roam Terminal only, you may need to clear the local data to trigger new data to be downloaded to Roam.
  1. From your Roam POS screen click on the hamburger menu button ☰ in the top left corner. 
  2. In the menu sidebar, click Settings
  3. Under Other, click Manage Data
  4. Click Clear Data
  5. You will be taken back to the login page. Login to Roam. New data will download

Trigger Sync from Retailer

From the Main Screen, click Tasks -> Weblink Full Sync
A prompt 'Do you want to perform a full weblink sync now?' will appear. Click Yes then Ok.

Restart Weblink Service

If Retailer is still not uploading new data to Roam, you may need to restart the Weblink Service.
Alternatively, Restart the Main/Server computer
  1. On the Main/Server computer find the RetailerV3 Backup icon (Blue R)
  2. Down the left Click on Settings -> Database Settings
  3. At the top of the page, 'This is the Server' should be ticked. If it is not ticked, you are not on the Main computer. Try a different computer
  4. Tick 'Run Random on Startup'
  5. Click 'Install WebLink Service'
  6. You should get a notification popup to say that Weblink service has been started. If the weblink service could not be started, wait a few seconds and try clicking on 'Install WebLink Service' again.
  7. Once you get the message saying the service has started, untick Run Random on Startup
  8. Close Retailer Backup.


Some data is not syncing back to Retailer

Retailer will check for new data from Roam every 5 minutes. If Retailer is not importing data from Roam, make sure Retailer has been updated to the latest version.
If you are using the latest version of Retailer, contact Tower Support to investigate.

Roam Sales have not imported to Retailer

Login to Tower Web Connect. Click the Roam Connection then click the Sales tab.
Make sure 'Automatic Sales Export' is ticked.
Click 'Search for new sales'

Retailer Customers have not exported to Roam

Make sure the Retailer Customers have an Email Address.
If the Customer is newly added to Retailer, see Trigger a Sync from Retailer

Roam Screen is blank after clicking 'Pay' button

Follow Clear Local Data steps above and then log back into Roam

Cannot Search for products in Roam

The search function in Roam is slightly different to Retailer. In Roam, the search function treats your search term as a phrase.
For example, if you have a product called 'Shirt Blue', this will be returned if you search for 'Shirt' or 'Blue'. But if you search for 'Blue Shirt', this product will not be found as the phrase 'Blue Shirt' is not in the product description.
The search accepts partial keywords. A search for 'Blu' or 'irt Blu' will return 'Shirt Blue'.
Currently it is only possible to search by Barcode or Description. You cannot search by PLU or Supplier Stock Code.

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