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Agent Only - Offline POS Troubleshooting

This article is designed to be used by Retail Express staff only, as a guide to troubleshooting issues with the Offline POS system. Click on the headings below to view more detail.

How to get an Offline POS Backup from a customer database when requested by Dev

A copy of the Offline POS backup may be requested by the development team so they can review the logs for troubleshooting.

To get a backup:

Download BackupOfflineDB.zip to the PC with Offline POS installed
Unzip the file
Note: There are two files in the zip ? backup.cmd and backup.sql
Run backup.cmd (this will back up the DB to c:\temp\OfflinePos.bak)
Navigate to %programdata%\Retail Express\Offline POS and copy the logs folder into c:\temp
Zip up the OfflinePos.bak and the Logs folder into one zip
Note: The format of this zip will need to be [yyyyMMdd].zip
Transfer [yyyyMMdd].zip to your local machine
Important: SHIFT + Delete the BackupOfflineDB.zip, backup.cmd and backup.sql and empty them form the recycle bin as they contain very sensitive information

Important: Delete [yyyyMMdd].zip as may take up a fair bit of space
Put the zip in \\Employee Folders\Ross\Offline POS Beta\Beta Logs & DBs\[CLIENTNAME]\[OUTLETNAME]\[yyyyMMdd].zip
Notify the developer that requested the files

Offline POS Removal / Re-install

Some instances may require an uninstall/reinstall of Offline POS on the customers machine, such as: an IP address change on their server, or a corrupt Offline database causing POS to crash.

Following the below instructions, no reboot is typically necessary. You should be able to simply reinstall Offline POS and it will download and install SQL 2012 etc?

Offline POS Removal - Windows 64-bit

Uninstall Retail Express Offline POS from Windows
Uninstall Microsoft SQL Server 2012 (64-bit) Note: Ensure that the OFFLINEPOS instance is removed
Uninstall Microsoft SQL Server 2012 Native Client
Delete - C:\ProgramData\Retail Express
Delete - C:\Program Files\Retail Express
Delete - C:\Program Files\Microsoft SQL Server\MSSQL11.OFFLINEPOS

Offline POS Removal - Windows 32-bit

Uninstall Retail Express Offline POS from Windows
Uninstall Microsoft SQL Server 2012. Note: Ensure that the OFFLINEPOS instance is removed
Uninstall Microsoft SQL Server 2012 Native Client
Delete - C:\ProgramData\Retail Express
Delete - C:\Program Files (x86)\Retail Express
Delete - C:\Program Files (x86)\Microsoft SQL Server\MSSQL11.OFFLINEPOS

Once complete, reinstall Offline POS

Head to the zendesk macro Offline POS::Installation to copy the download link. It looks like this:
Alternatively use the links in the Installation Guide.

How to get error logs

Zip the entire folder C:\ProgramData\Retail Express\Offline POS\Logs