Common Issues & Solutions
This guide covers the most common issues encountered by DubLedger users and how to resolve them quickly.
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POS Issues
Issue: POS Won't Load → Check Internet (ensure your device is connected to the internet). Refresh Browser (press F5 or Ctrl+R). Clear Cache (clear browser cache and cookies). Try Different Browser (use Chrome, Safari, or Edge latest version). Check Status (visit status.dubledger.com to see if there's a system outage).
Issue: Products Not Showing → Check Inventory (ensure products are in stock and active). Check Category Filter (make sure the right category is selected). Check Search (clear the search box to see all products). Check Location (verify you're viewing the correct store location). Sync Issue (if inventory was recently updated, wait 30 seconds for sync).
Issue: Can't Add Product to Cart → Check Stock (product may be out of stock). Check Limits (customer may be at their purchase limit). Check ID (customer ID may be expired or invalid). Check Permissions (you may not have permission to process sales). System Error (try refreshing the page and trying again).
Issue: Payment Won't Process → Cash Drawer (if cash, check if the drawer is connected and open). Card Reader (if card, check if the reader is connected and powered on). Internet (card processing requires internet connection). Processor (contact your payment processor if the issue persists). Amount (check if the amount exceeds the customer's card limit).
Issue: Receipt Won't Print → Printer Power (check if the printer is turned on). Paper (check if the printer has paper loaded). Connection (check USB, Ethernet, or Bluetooth connection). Printer Queue (clear the print queue and try again). Test Print (print a test page from printer settings to verify connectivity).
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Inventory Issues
Issue: Inventory Count is Wrong → Check Transfers (verify if inventory was transferred to another location). Check Adjustments (look for recent inventory adjustments). Check Sales (verify recent sales were recorded correctly). Check Returns (verify returns were processed correctly). Audit (run an inventory audit to identify discrepancies).
Issue: Can't Add New Product → Required Fields (ensure all required fields are filled: name, SKU, price, category). Duplicate SKU (SKU must be unique, check for duplicates). Category (select a valid category from the dropdown). Permissions (you may not have permission to manage inventory). METRC (if METRC is enabled, ensure the package tag is valid).
Issue: METRC Sync Failed → API Key (verify your METRC API key is correct and not expired). Internet (METRC sync requires internet connection). Package Tag (ensure the product has a valid METRC package tag). METRC Status (check if METRC is down at status.metrc.com). Manual Sync (try a manual sync from Settings → Integrations → METRC).
Issue: Low Stock Alert Not Working → Threshold (verify the low stock threshold is set correctly). Notifications (check if notifications are enabled in Settings). Email/SMS (verify your notification email and phone number are correct). Alert Settings (check if alerts are set to the correct frequency). System (check if the system is processing alerts, check status page).
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Customer Issues
Issue: ID Won't Scan → Barcode (ensure the barcode is clean and not damaged). Scanner (check if the scanner is connected and powered on). ID Type (some IDs may not be supported, e.g., foreign IDs, vertical IDs). Manual Entry (enter the ID information manually as a fallback). Camera (use the device camera to scan the ID barcode).
Issue: Customer Purchase Limit Reached → Verify Limits (check the customer's daily and monthly usage). Medical Status (if medical, check if medical limits apply). Date Reset (limits reset at midnight or on a rolling 24-hour basis, varies by state). Manager Override (a manager can override limits with a reason, audit trail created). Explain to Customer (politely explain the limit and when they can purchase again).
Issue: Customer Profile Not Found → Search (try searching by name, phone, or ID number). New Customer (if new, create a profile manually or by scanning ID). Archived (check if the profile was archived, can be restored). Merge (check if the profile was merged into another profile). Typo (check for typos in the search query).
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Delivery Issues
Issue: Delivery Zone Not Found → Address (verify the customer entered the correct address). Zone (check if the address is within a defined delivery zone). Zip Code (verify the zip code is included in a delivery zone). City (check if the city is included in a delivery zone). Update Zones (add the address to a delivery zone if it should be included).
Issue: Driver Can't Update Status → App (ensure the driver is using the latest version of the driver app). Internet (driver needs internet connection to update status). GPS (ensure location services are enabled on the driver's phone). Permissions (verify the driver has the correct permissions). Login (ensure the driver is logged in with the correct credentials).
Issue: Manifest Generation Failed → Products (ensure all products in the order have valid METRC package tags). Customer (ensure customer ID is verified and valid). Weight (ensure the total weight is within legal limits). Zone (ensure the delivery zone is properly configured). Compliance (check if the state requires specific manifest fields).
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System Issues
Issue: Slow Performance → Internet (check internet speed, minimum 10 Mbps download). Device (close other apps and browser tabs). Browser (use Chrome, Safari, or Edge latest version). Cache (clear browser cache and cookies). Time (performance may be slower during peak hours, wait a few minutes).
Issue: Data Not Syncing → Internet (ensure all devices have internet connection). Refresh (refresh the page to pull latest data). Offline Mode (if offline, data will sync when connectivity returns). Conflict (check for sync conflicts in Settings → Sync Status). Support (contact support if sync issues persist).
Issue: Login Problems → Password (reset password using the "Forgot Password" link). Email (ensure you're using the correct email address). 2FA (if 2FA is enabled, ensure you have access to your authenticator app). Account (verify your account is active, not deactivated by admin). Browser (try a different browser or incognito mode).
Issue: Integration Not Working → Credentials (verify API keys and credentials are correct). Connection (test the connection from Settings → Integrations). Permissions (ensure the integration account has the necessary permissions). Status (check if the third-party service is down, e.g., METRC status page). Support (contact support for integration-specific troubleshooting).
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Getting Help
In-App Help → Click the Help button (floating button in the bottom right). Search for your issue using keywords. View quick guides and keyboard shortcuts. Contact support directly from the help widget.
Email Support → Send an email to support@dubledger.com. Include your store name, account email, and a detailed description. Attach screenshots if helpful. Include steps to reproduce the issue. Response time: Under 1 hour for critical issues, 4 hours for non-critical.
Phone Support → Call the support line during business hours. Have your account information ready. Be prepared to describe the issue and any error messages. For critical issues (e.g., POS down), support is available 24/7.
Knowledge Base → Visit docs.dubledger.com for comprehensive documentation. Search for articles by keyword or category. Browse by topic: POS, Inventory, Compliance, Delivery, etc. Updated regularly with new features and troubleshooting guides.
Community → Join the DubLedger user community forum. Ask questions and share tips with other dispensary operators. Get advice from experienced users. Share feature requests and feedback.
Status Page → Visit status.dubledger.com for system status. Check for known issues and scheduled maintenance. Subscribe to updates for real-time notifications. View historical uptime and performance data.
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Emergency Procedures
POS Completely Down
1. Check status.dubledger.com for system outages.
2. If no outage, check your internet connection.
3. Try accessing from a different device or browser.
4. If still down, use the offline backup mode (if available).
5. Contact support immediately: support@dubledger.com or phone.
6. Document any transactions processed manually for later entry.
Internet Outage
1. DubLedger will switch to offline mode automatically.
2. Continue processing sales normally.
3. All transactions are queued locally.
4. When internet returns, data syncs automatically.
5. Verify sync was successful by checking recent transactions.
6. If sync fails, contact support.
Security Incident
1. Immediately change your password.
2. Review recent login activity in Settings → Security.
3. Deactivate any unauthorized user accounts.
4. Contact support immediately: security@dubledger.com.
5. Document the incident for investigation.
6. Follow any additional instructions from the security team.