Troubleshooting
Common errors and how to resolve them.
6 min read
On this page
Synchronisation is not running
- 1Confirm the app is open and running in the system tray.
- 2Check that the connection status is green on the Channels screen.
- 3Review the latest error message in the Logs screen.
- 4Verify your internet connection and that port 443 is open.
- 5If the problem persists, send the log file to our support line.
Log location: C:\ProgramData\EditexSoft\logs\sync-YYYYMMDD.logStock looks wrong
- Check whether the same barcode is used on more than one product.
- Review whether a fixed quantity or percentage rule is set for the channel.
- Account for stock reserved by pending orders.
- If you adjusted stock manually, compare it with the value on the stock card.
Invoices are not being sent
| Error | Fix |
|---|---|
| Taxpayer not found | Check the buyer tax or ID number |
| Schema error | Validate your invoice template with your provider |
| Insufficient credit | Top up credits in your provider panel |
| Timeout | Check your provider service status |
Contacting support
To help us resolve your issue faster, please share the following:
- App version (Help > About)
- A screenshot of the error
- The relevant log file
- The affected channel and order or product number