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Troubleshooting (FAQ)🔗

The most common situations and how to resolve them. If your problem is not listed here, first check the POS status (online/offline) in the header: many blockages come from an unreachable POS.

I can't see some screens in the menu🔗

That's normal: the sidebar adapts to your rights. A screen you don't have permission for simply doesn't show. Ask a manager to grant you the matching permission in E8. Access & permissions. The full list of permissions by screen is in the permission index.

The POS shows as "offline"🔗

The back-office connects to your PosCaisse POS. If it appears offline, it is unreachable: check that it is switched on, properly connected to the network (Wi-Fi/Ethernet) and that the PosCaisse app is open. Once the POS is reachable again, use the refresh button next to the POS selector. As long as it stays offline, its data does not update.

"No associated POS"🔗

Your account is not linked to any POS. Make sure at least one POS is switched on and online, then click Refresh. If the message persists, the POS has not yet been associated with your outlet: get in touch with the administrator who manages the licenses & modules.

My changes don't appear on the POS🔗

PosBackOffice sends your changes to the POS, and the POS reports its sales back to the back-office. This exchange requires the POS to be online. If your changes (products, prices, POS screen…) don't show on the terminal:

  • check that the right POS is selected in the header;
  • check that it is indeed online (otherwise see "The POS shows as offline" above);
  • wait a few seconds for the synchronization, then refresh.

Online publishing is greyed out🔗

The Publish online buttons (products, promo codes…) depend on the Online orders module. If they are unavailable, that module is not activated on your license. Activate it from E2. Licenses & modules (see also the module summary).

Stock transfers are unavailable🔗

The Stock transfers screen works in cloud mode only (hosted back-office). In local/direct access, an information message indicates this and the screen stays unavailable. To transfer stock between outlets, connect to the cloud back-office. See B6. Stock transfers.

I can't restore a backup🔗

This is intentional. The Backup center can analyze a ZIP archive, but applying a restore is disabled for safety, to avoid accidentally overwriting data currently in use. For a real restore, contact PaderfSuite support. See E3. Backup center.

The certificate blocks the local connection🔗

In local/direct access (POS URL on :8089), the POS uses a self-signed certificate. The browser then shows a security warning. This is expected: accept the certificate of your POS to allow the local connection. In cloud mode (https://backoffice.paderfsuite.com), this message does not appear.