--- title: Troubleshooting POS Errors description: This is to troubleshoot common errors faced in the POS. --- [Skip to content](https://kb.prologicfirst.online/articles/pos-troubleshooting-poserrors#main-content) ![logo.png\]](https://kb.prologicfirst.online/hs-fs/hubfs/Imported%20sitepage%20images/logo.png?height=40&name=logo.png) - [Sign out](https://support.prologicfirst.online/_hcms/mem/login?redirect_url=https%3A%2F%2Fsupport.prologicfirst.online%2Fcustomer-portal) - [About us](https://www.prologicfirst.com/aboutus.html) Open main navigation Close main navigation - [Sign out](https://support.prologicfirst.online/_hcms/mem/login?redirect_url=https%3A%2F%2Fsupport.prologicfirst.online%2Fcustomer-portal) - [About us](https://www.prologicfirst.com/aboutus.html) - [Go to www.prologicfirst.com](https://www.prologicfirst.com/) [Go to www.prologicfirst.com](https://www.prologicfirst.com/) Hello. How can we help you? - There are no suggestions because the search field is empty. 1. [Prologic First Knowledge base](https://kb.prologicfirst.online/articles?hsLang=en) 2. [Touché POS](https://kb.prologicfirst.online/articles/touch%C3%A9-pos?hsLang=en) 3. [Configurations - POS, Printers and Users Setup](https://kb.prologicfirst.online/articles/touch%C3%A9-pos?hsLang=en#configurations-pos-printers-and-users-setup) # Troubleshooting POS Errors ## This is to troubleshoot common errors faced in the POS. For any exceptional and urgent cases, please contact: **Email:** mea-support@prologicfirst.ae **Office Hours Support Direct No:** +971 4 336 6345 (Monday to Friday 9:00 AM – 6:00 PM) **POS Support Hotline 24/7:** +971 50 400 8832 (Point Of Sale) ### 1. Startup Errors #### 1.1 SQL Error 1 **Issue:**![](https://kb.prologicfirst.online/hs-fs/hubfs/image-png-Feb-19-2025-10-41-03-4185-AM.png?width=360&height=206&name=image-png-Feb-19-2025-10-41-03-4185-AM.png) **Diagnosis:** The client application is not able to communicate with the SQL Server Service. | **Possible Reason** | **Troubleshooting** | | --- | --- | | The on premise server PC is turned off | Please check if the on premise server machine onsite is turned on and functional. | | The SQL Service in the on premise server is not running | In server machine, go to **Control Panel-\>Services** and start the **SQL Server** service if not running. ![](https://kb.prologicfirst.online/hs-fs/hubfs/image-png-Feb-19-2025-10-49-57-6244-AM.png?width=234&height=171&name=image-png-Feb-19-2025-10-49-57-6244-AM.png) | | The client machine is pointed incorrectly | Go to the **Frontend** folder in the POS (Open File Location on application shortcut), open **system** folder and open **INI.OUI** in notepad. Identify the section **\[OuiPOSServer\]** as below, where the **SERVER\_ID** should be the same as in server. ![](https://kb.prologicfirst.online/hs-fs/hubfs/image-png-Feb-19-2025-10-58-33-6468-AM.png?width=240&height=225&name=image-png-Feb-19-2025-10-58-33-6468-AM.png) | | The client machine is not connected to the network | Please check if the network cable is connected correctly to the POS, and the connectivity status is good. | | The Firewall in the server is restricting the access | Please ensure the port of the **SQL Server** Service is exempted for Inbound and Outbound access in **Advanced Firewall Settings**. The port can be found from **SQL Server Configuration Manager** as below: ![](https://kb.prologicfirst.online/hs-fs/hubfs/image-png-Feb-19-2025-11-24-13-0222-AM.png?width=688&height=218&name=image-png-Feb-19-2025-11-24-13-0222-AM.png) | | The IP address of the server has changed | Please revert to the old IP, otherwise contact our support lines, found above | #### 1.2 SQL Error 2 **Issue:** ![](https://kb.prologicfirst.online/hs-fs/hubfs/image-png-Feb-19-2025-11-29-13-4660-AM.png?width=375&height=135&name=image-png-Feb-19-2025-11-29-13-4660-AM.png) **Diagnosis:** Application files are not syncing between client and server. | **Possible Reason** | **Troubleshooting** | | --- | --- | | The share-path of the server is inaccessible in the client machine. The password of the server was changed. | Please access the share-path of the server via IP and ensure **Remember my credentials** is ticked. ![](https://kb.prologicfirst.online/hs-fs/hubfs/image-png-Feb-19-2025-11-35-46-4807-AM.png?width=240&height=204&name=image-png-Feb-19-2025-11-35-46-4807-AM.png) | | The on premise server PC is turned off | Please check if the on premise server machine onsite is turned on and functional. | | The client machine is not connected to the network | Please check if the network cable is connected correctly to the POS, and the connectivity status is good. | | The client machine is pointed incorrectly | Go to the **Frontend** folder in the POS (Open File Location on application shortcut), open **system** folder and open **INI.OUI** in notepad. Identify the section **\[OuiPOSServer\]** as below, where the **SHARE\_NAME, CLIENT\_PATH** and **LOG\_PATH** should be correctly set as per sharepath. ![](https://kb.prologicfirst.online/hs-fs/hubfs/image-png-Feb-19-2025-11-40-22-2767-AM.png?width=251&height=229&name=image-png-Feb-19-2025-11-40-22-2767-AM.png) | | The IP address of the server has changed | Please revert to the old IP, otherwise contact our support lines, found above | #### 1.3 Version Error 1 **Issue:** ![](https://kb.prologicfirst.online/hs-fs/hubfs/image-png-Feb-19-2025-11-57-58-3123-AM.png?width=335&height=170&name=image-png-Feb-19-2025-11-57-58-3123-AM.png)     ![](https://kb.prologicfirst.online/hs-fs/hubfs/image-png-Feb-19-2025-11-59-09-7507-AM.png?width=321&height=168&name=image-png-Feb-19-2025-11-59-09-7507-AM.png) **Diagnosis:** .NET files for the application are incorrect | **Possible Reason** | **Troubleshooting** | | --- | --- | | Registration was corrupted | Re-register the files inside **dll** folder and **net** folder. (Follow after Step 10 here: https://kb.prologicfirst.online/articles/how-to-install-touche) | | Files are incorrect in the client machine | Replace the **Frontend** folder from a working client machine or the server, and re-register the files inside **dll** folder and **net** folder. (Follow after Step 10 here: https://kb.prologicfirst.online/articles/how-to-install-touche) | | Application was not installed before | Re-install the application (Follow steps here: https://kb.prologicfirst.online/articles/how-to-install-touche) | #### 1.4 Version Error 2 **Issue:** ![](https://kb.prologicfirst.online/hs-fs/hubfs/image-png-Feb-19-2025-11-55-14-2206-AM.png?width=334&height=154&name=image-png-Feb-19-2025-11-55-14-2206-AM.png) **Diagnosis:** Frontend does not match the site version. | **Possible Reason** | **Troubleshooting** | | --- | --- | | Files are incorrect in the client machine | Replace the **Frontend** folder from a working client machine or the server, and re-register the files inside **dll** folder and **net** folder. (Follow after Step 10 here: https://kb.prologicfirst.online/articles/how-to-install-touche) | #### 1.5 License Error **Issue:**![](https://kb.prologicfirst.online/hs-fs/hubfs/image-png-Feb-19-2025-01-47-39-6744-PM.png?width=343&height=137&name=image-png-Feb-19-2025-01-47-39-6744-PM.png) **Diagnosis:** Valid License File is not found. | **Possible Reason** | **Troubleshooting** | | --- | --- | | Server Share-path for License is not accessible | Please access the share-path of the server via IP and ensure **Remember my credentials** is ticked. ![](https://kb.prologicfirst.online/hs-fs/hubfs/image-png-Feb-19-2025-11-35-46-4807-AM.png?width=240&height=204&name=image-png-Feb-19-2025-11-35-46-4807-AM.png) | | Server path for License is not correct or was changed | Please correct the path under **Advanced Control**-\>**LICXML** in **Touche Masters/Configurations** ![](https://kb.prologicfirst.online/hs-fs/hubfs/image-png-Feb-19-2025-01-57-11-6513-PM.png?width=622&height=45&name=image-png-Feb-19-2025-01-57-11-6513-PM.png) | | Client local path for License is not accessible (Special cases only) | Go to the **Frontend** folder in the POS (Open File Location on application shortcut), open **system** folder and open **INI.OUI** in notepad. Identify the section **\[LICENSEFILEPATH\]** as below, where the **FilePath** should be correctly set as the local path to the License File. ![](https://kb.prologicfirst.online/hs-fs/hubfs/image-png-Feb-19-2025-01-53-35-9047-PM.png?width=288&height=48&name=image-png-Feb-19-2025-01-53-35-9047-PM.png) |   #### 1.6 Type Mismatch Error: **Issue:![](https://kb.prologicfirst.online/hs-fs/hubfs/image-png-Mar-24-2025-10-07-58-9572-AM.png?width=345&height=183&name=image-png-Mar-24-2025-10-07-58-9572-AM.png)** **Diagnosis:** Application is unable to render the views and buttons completely. | **Possible Reason** | **Troubleshooting** | | --- | --- | | Frontend files are not complete or up to date in the client machine. | Replace the **Frontend** folder from a working client machine or the server, and re-register the files inside **dll** folder and **net** folder. (Follow after Step 10 here: https://kb.prologicfirst.online/articles/how-to-install-touche) | | POS Settings were changed or not as per standard. | Revert any changes done, which include visual settings, date, current, time, region or so. | | .NET present in the client machine was corrupted | Kindly attempt a reinstallation of Microsoft .NET Framework, otherwise reset the POS machine. |   ### 2. Operational Errors #### 2.1 Item Punching Error 1 **Issue:** ![](https://kb.prologicfirst.online/hs-fs/hubfs/image-png-Feb-19-2025-01-13-53-2879-PM.png?width=347&height=144&name=image-png-Feb-19-2025-01-13-53-2879-PM.png) **Diagnosis:** Issue with Charge Code linking with Outlet Department. | **Possible Reason** | **Troubleshooting** | | --- | --- | | The Account Code of the item is not linked to the Department | Under **Charge Code Master** in Touche Masters/Configurations, link the item's **Account Code** to the Department of the outlet. (Refer to **Charge Code** section here: https://kb.prologicfirst.online/articles/pos-structure-revenue-charges) | ### 3. WISH.NET Relative Errors #### 3.1 Profile Image Directory Error **Issue:** ![](https://kb.prologicfirst.online/hs-fs/hubfs/image-png-Feb-19-2025-01-00-39-8841-PM.png?width=366&height=139&name=image-png-Feb-19-2025-01-00-39-8841-PM.png) **Diagnosis:** Profile Image Directory   | **Possible Reason** | **Troubleshooting** | | --- | --- | | The share-path of the server is inaccessible in the client machine. The password of the server was changed. | Please access the share-path of the server via IP and ensure **Remember my credentials** is ticked. ![](https://kb.prologicfirst.online/hs-fs/hubfs/image-png-Feb-19-2025-11-35-46-4807-AM.png?width=240&height=204&name=image-png-Feb-19-2025-11-35-46-4807-AM.png) | | The path for Profile Image Directory was changed | Please correct the path under **Advanced Control**-\>**IMGDIR** in **Touche Masters/Configurations** |   - [Touché POS](https://kb.prologicfirst.online/articles/touch%C3%A9-pos?hsLang=en#main-content) - [POS Operations Training](https://kb.prologicfirst.online/articles/touch%C3%A9-pos?hsLang=en#pos-operations-training) - [Reporting](https://kb.prologicfirst.online/articles/touch%C3%A9-pos?hsLang=en#reporting) - [Configurations - Items/Menu/Discounts Management](https://kb.prologicfirst.online/articles/touch%C3%A9-pos?hsLang=en#configurations-items-menu-discounts-management) - [Configurations - Revenue and Departments](https://kb.prologicfirst.online/articles/touch%C3%A9-pos?hsLang=en#configurations-revenue-and-departments) - [Configurations - POS, Printers and Users Setup](https://kb.prologicfirst.online/articles/touch%C3%A9-pos?hsLang=en#configurations-pos-printers-and-users-setup) - [Integrations](https://kb.prologicfirst.online/articles/touch%C3%A9-pos?hsLang=en#integrations) - [WISH PMS](https://kb.prologicfirst.online/articles/wish-pms?hsLang=en#main-content) - [MyCloud](https://kb.prologicfirst.online/articles/wish-pms?hsLang=en#mycloud) - [Reservations](https://kb.prologicfirst.online/articles/wish-pms?hsLang=en#reservations) - [System Admin Module](https://kb.prologicfirst.online/articles/wish-pms?hsLang=en#system-admin-module) - [Front Office PMS](https://kb.prologicfirst.online/articles/wish-pms?hsLang=en#front-office-pms) - [Web Prol'IFIC](https://kb.prologicfirst.online/articles/web-prolific?hsLang=en#main-content) - [Accounts Payable](https://kb.prologicfirst.online/articles/web-prolific?hsLang=en#accounts-payable) - [Inventory](https://kb.prologicfirst.online/articles/web-prolific?hsLang=en#inventory) - [System Admin](https://kb.prologicfirst.online/articles/web-prolific?hsLang=en#system-admin) - [General Cashier](https://kb.prologicfirst.online/articles/web-prolific?hsLang=en#general-cashier) - [FNB Cost Control](https://kb.prologicfirst.online/articles/web-prolific?hsLang=en#fnb-cost-control) - [@Your WISH](https://kb.prologicfirst.online/articles/your-wish?hsLang=en#main-content) - [@Your WISH](https://kb.prologicfirst.online/articles/your-wish?hsLang=en#your-wish) - [SmartTEL](https://kb.prologicfirst.online/articles/smarttel?hsLang=en) - [Web PayTRAX](https://kb.prologicfirst.online/articles/web-paytrax?hsLang=en#main-content) - [FAQ's](https://kb.prologicfirst.online/articles/web-paytrax?hsLang=en#faqs) - [Personnel](https://kb.prologicfirst.online/articles/web-paytrax?hsLang=en#personnel) - [Payroll](https://kb.prologicfirst.online/articles/web-paytrax?hsLang=en#payroll) - [Self Service](https://kb.prologicfirst.online/articles/web-paytrax?hsLang=en#self-service) - [Attendance (2)](https://kb.prologicfirst.online/articles/web-paytrax?hsLang=en#attendance-2) - [Touche ENC](https://kb.prologicfirst.online/articles/touche-enc?hsLang=en#main-content) - [Touche ENC](https://kb.prologicfirst.online/articles/touche-enc?hsLang=en#touche-enc) # Prologic First Software www.prologicfirst.com Help Center Copyright © 2025, Prologic First Software