Common Questions
Computer/system is not starting up or freezing
The computer system may sometimes not start up and get into your regular programs. Other times, it may seem to be stuck loading Windows with a spinning blue wheel, or doing some percentage updates. While this can be distressing, there are a few ...
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 ...
Lost Communication with Network Server
A Lost Communication with Network Server error message will appear if the connection between a POS/secondary computer and the main/server computer is interrupted. There can be various causes for this. POS/secondary computers getting Lost ...
Telstra Router Issue
There is currently an issue affecting some Telstra Internet Routers. This can prevent your computer from accessing certain websites. This notice only applies if the Support Team has referred you to this advice Known Issues Retailer Licence Manager ...
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 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 Scanner Issues
This is advice detailing what you can do when you run into an issue with your scanner. This can be applicable to these scanners supported by Tower: Symbol / Metrologic / Motorola / Honeywell (1452g, 1472g, MS-7580g, MS-7120g), Element Bluetooth ...
Switching from on Premise to Cloud Hosting
For many years we have provided access to have your Retailer system hosted in the cloud. This article outlines the process and key points to look out for when switching your software from on premise to cloud. Infrastructure Eftpos When connected to ...
Does your software run on an ipad?
Can I run the your software on an iPad? Can I run the Tower Systems POS software on an iPad? Our specialty retailer POS software is designed to run under Windows. The iPad does not have the tech capabilities many of our retailers need. We do have our ...
How much is your POS software?
The Tower Systems POS software cost varies per month to rent depending on the software package chosen. You can see our updated prices on our Pricing page, which also details the software modules each package has access to. ...
Switching your Tower Systems Software to Rental
Up to mid 2019, we sold access to the Tower Systems Retailer software through a one-off purchase price with optional update and help desk access offered for a monthly fee. After mid-2019, we moved to a rental model where software access is provided ...
Why are my emails not sending?
In Retailer 3.1.1, the way that Retailer sends emails was completely changed. This troubleshooting guide will only be relevant for versions of Retailer more recent than 3.1.1. If your version of Retailer is older, then your first troubleshooting step ...
What do I do with a Record Conflict Lock / Closed Dataset error?
In Retailer, you may sometimes come across an error indicating Record Conflict Lock or Closed Dataset. This error means that is has trouble saving all the data/work on your screen at the moment. Take note of any important information on your screen ...
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 Problems with Subagents
Remember: Subagent statements BEFORE subagent billing. Generate orders BEFORE arriving magazines. Most subagent issues are caused by performing these actions out of order. For help with common problems with magazine arrivals, click HERE The Total ...
Remotely Access a Store Computer
There are a number of reasons you might need to remotely access a store computer to use Retailer, but the two most common are: Working from home / while travelling Stocktaking from a laptop or tablet You can do this by using remote access software to ...
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 ...
Why has my Backup failed?
The most common cause for a backup failure is the drive letter for the USB being incorrect. Take out the USB and put it back in. You should see a popup and be shown a letter i.e. E:, F:, G: etc. Compare this with what is in the Archive File section ...
Which report should I use?
There are a lot of reports in Retailer, this article lists some common information you need from reports and which report may be useful. Stock Value of all the stock in the store. General stock listing Value of all the stock in the store by supplier ...
Common Problems With Magazine Arrivals
Magazine title does not match paper invoice Situation: You have been invoiced for copies of a magazine e.g. ENGLISH WOMEN'S WEEKLY, but you receive copies of a different magazine, e.g. NEW ZEALAND WOMEN'S WEEKLY, which does not appear on any of your ...
Setting Up POS Printing in Retailer (Report Mapping)
We have a video guide on setting on the receipt printing in Retailer - ? Setting Up Tills, Cash Drawers and Receipt Printing Retailer gives you full control of where & how receipts are printed, but you must first configure your printers on each POS ...
Installing A Cash Drawer
We have a video guide on connecting a cash drawer to your receipt printer - ? Installing a Receipt Printer and Cash Drawer This advice sheet contains information on how to connect a cash drawer to a register computer and configure Retailer ...
IntNameToIPAddress Error on POS
Occasionally, your client (slave) computers may fail to start Retailer. This is typically the result of a communication problem between the client computer and the server (MAIN). When this happens, it is usually accompanied by the error message ...
How Do I Reprint End Of Shift Reports?
We have a video guide on how to reprint your End of Shift reports - ? Reprinting an End Of Shift Report Retailer will save a local PDF copy of all your End of Shift reports done on the specific computer. You are able to retrieve these files again by ...
Cash / Till Drawer Not Opening
Check that the Receipt Printer is turned on and printing correctly, as the receipt printer triggers the cash drawer. If your receipts are not printing, click HERE. If the receipt printer works fine, shut down the computer, and then check the cable ...
What is the Best Report for Tracking My Business?
While Retailer has many reports, each offering excellent insights into the performance of your business, if you only use one report to manage your business then the Monthly Sales Comparison is the best report. The Monthly Sales Comparison Report is ...
Basic Network Troubleshooting
A network is what allows multiple computers to communicate to one another. It is also required for your computers to to talk to a router through a network to gain access to the Internet. In the case of Retailer, a network connection is what allows ...
Errors Starting Retailer on MAIN/SERVER Computer
Below are a number of common errors that you may encounter when starting Retailer on the MAIN/SERVER computer. The Transaction was Corrupt Due to an Earlier Failure / Cannot Locate or Connect to Network Server When a computer shuts down unexpectedly ...
Errors Starting Retailer on POS/CLIENT Computers
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 ...
How to Set a Default Printer
Retailer uses the default printer for printing barcode labels, End of Shift reports and also for previews of other reports. If you have problems with any of them, you should check the default printer as explained below. The instructions below apply ...
How To Share a Printer on the Network
Sharing A Printer To share a printer complete these steps on the computer where the printer is installed. Click on Start. Without clicking anything else, type in 'control' Click Control Panel Click on Devices and Printers. Right-click on the computer ...
What Is The Cloud?
The cloud is a marketing term used by technology companies to describe the accessing of software through a browser in one location where the actual software and data are stored in another location. The cloud is not new. The first versions of this ...
Does Retailer Run In The Cloud?
Yes. We have many customers today running in the cloud: pet shops, garden centres, newsagencies, bike shops, jewellers and more. We can help you establish your own cloud setup or provide one for you. Running Retailer in the cloud starts with us ...
How Can I Run My Business In The Cloud?
Last Updated at 29 May 2019 16:04 Running your business, as well as your business software, in the cloud requires you to have business grade internet access/speed. This is vital. Next, you need to partner with a host. This is best organised through ...
Coronavirus quarantine access advice
This article is intended to provide advice so you can continue working on Retailer while the store is closed due to Quarantine. If you have more than one store operating with Retailer that are linked, do not use the following advice. Contact support. ...
New owner training for new owners of businesses in which our software is already installed
People buying a retail business have plenty to learn. Often, those selling the retail business are not as thorough in their training as they could be. To help address this, we offer personal training for those buying a business in which our POS ...
How to handle a Change of Ownership in a business that is using our POS software
If you are selling your business or have purchased a business using the Retailer software, please download the New Owner Form (attached at the bottom of this article) and have the new owner of the business complete this and provide it to us. Ideally, ...
How do I manage or change my Cloud/Roam subscription?
This advice relates to Retailer Roam. You can update your cloud subscription online, yourself. You can access invoices/update card details yourself. To manage my cloud subscription except Software Rental, follow the steps below Login to our ...
What is the Tower software support price?
The support price for the Tower Systems software varies by marketplace. It is an annual fee, covering a year of support. In most cases, it can be paid off monthly. To get a quote on the support cost for your business, please email ...
How do I credit a customer or do an Invoice Credit?
You may need to reverse an invoice/account sale to a customer and give them a credit instead of a refund. There may be other reasons to crediting a customer, and this can be done with a quick Invoice Credit. If you want a general credit to an account ...