Coming Back Online: Syncing, Troubleshooting and Errors

Release 2.6.4 included many updates to Offline Mode including Syncing. The top part of this article refers to merchants who have release 2.6.4 (available to all in January, 2016). 

Click any link to jump to that section. 

 

_______

Syncing Overview

During Offline Mode, Breadcrumb works continually to get back online. Once online, it may take a few minutes for Breadcrumb to process (or sync) all the transactions that you completed while in Offline Mode. 

Once you're back online, you'll briefly see a screen and a green bar that let's you know you're back in business. 

Now, Breadcrumb will work in the background to process (or "sync") all the transactions that you completed. You need not do anything while the syncing process is underway

You'll see this screen while Breadcrumb is syncing:

This process can take up to an hour. You can tap the Retrying tile to see what's happening. If there's nothing to do, you'll see see a screen that tells you we're still working on it. 

Closing out Failed Payment Transactions

Occasionally, transactions that happen in Offline Mode fail. The most common reasons include:

  • Checks have been edited on more than one iPad. In this case, Breadcrumb can't capture all edits (which may include payments). Checks may be incomplete or payments may be lost. 
  • The swipe wasn't fully captured and encrypted so it can't be retried.
  • A credit card was declined. Remember, we can't actually authorize the card in offline mode.  

If any of these things happen, follow this process to resolve the checks. 

Tap the top tile to see a list of all failed transactions. We suggest that you print the list or checks and error so that you have a clear record of what happened. 

When there are remaining errors, you must tap Clear and keep working in order to resolve each check that has errors.  

Next, confirm that you want to delete the failed payments from each check. This will NOT delete the checks; it will remove the failed payments. 

Once you remove the payments, you need to close out each check. Using your printed list, find and open each check and follow these steps. By closing out each check to no payment, you'll have balanced reporting. 

1. Open the check. Notice that there is no payment associated with it. This is because you've deleted the payment that could not be processed. Tap Other Tender. 

2. Tap No Payment. Some restaurants may be asked to tap Auto-Closed. 

3. Tap Charge & Close Check. 

Now the check is closed. In your payments report, you'll see the "No Payment" indication under the Other Tenders category. 

When you open the check, you'll notice that there is no payment associated with it. To close the check, select Other Tender > No Payment > Auto Closed. 

Other Error Types

Other types of transaction failures can occur if a check was edited on more than one iPad. 

> Could not change multiple properties on check ##

  • Properties within the checks information (date, status, etc.) couldn't be adjusted when the check first synced. You can go ahead an clear these errors. They're just clerical. 

> Could not add cash payment of $X.XX to check XXXX

  • This one is rare, but it can happen. If you see this, follow the steps lists above. But instead of "Other Tender," tap Fast Cash from the payments screen. 

> Could not change tipAmount on authorized credit card payment

  • This error usually occurs when an issue occurs with the authorization of the credit card payment. Go ahead and clear the error. You can add the tip to the check in HQ within the next 7 days.

 

If you have other types of transaction failures, photograph or scan your list of failed transactions and email it to support@breadcrumb.com. 

 

 

* For Breadcrumb versions older than 2.6.4

*NOTE: We do recommend attempting to "Retry" sync errors for at least a 1-hour period before selecting "Clear Errors and Restart".

Breadcrumb Pro Offline Mode errors can result for a number of reasons:

  • Failed credit card authorizations can occur because of insufficient funds or other credit card processing errors.
  • Conflicting check data created when the same check is edited on multiple iPads will cause an error. Only the most recent changes are accepted.

Main ERROR details can be found below with information regarding each:

> Could not change multiple properties on check XXXX

  • Properties within the checks information (date, status, etc.) couldn't be adjusted when the check first synced. These errors can typically be cleared normally without repercussions.

> Could not add cash payment of $X.XX to check XXXX

  • Cash payments are accepted locally by hand and not run through your credit card processor. Make note as to which checks this error occurs on and add the cash payment back after clearing these errors, if the payment isn't added properly.

> Could not add authorized credit card payment of $X.XX to check XXXX

  • It is recommended that checks with credit card payments should be investigated. This can happen easily by accessing Breadcrumb HQ and navigating to the Check Detail report and confirming that the credit card payment is attached to the check. This error may be cleared once the check detail information is located.

> Could not change tipAmount on authorized credit card payment

  • This error usually occurs when an issue occurs with the authorization of the credit card payment. Please check the Check Detail report within HQ as mentioned above with credit card payments. This error may be cleared once the check detail information is located.

You can see an example below of the check errors screen that can appear after coming back online from Offline Mode. Review your check errors and then proceed to retry 3 times to allow the selection of "Clear Errors and Restart".