Chapter 20 of 21

FAQ and troubleshooting

An agent is offline

Check that the SupplyPoint PC is on and has internet access.
On that PC click the agent icon in the system tray → Status. The panel shows what is missing: the database connection, the queue connection, or whether sync is paused.
If the panel asks for an access code, the agent is disconnected. Pair it again (see Pairing the agent).
If that does not help, report the problem to the VDMSync operator.

New withdrawals do not show in the console

The agent syncs every 5 minutes. Wait a few minutes.
On the agent page check Sync and Database. Without a database connection the agent sends no data.
In the agent panel you can click Sync now.
After the first pairing a long transaction history arrives over several cycles.

A change stays "Pending" for a long time

Most often the agent was offline for more than 10 minutes and the change was lost. When the agent is back online, order the change again. Waiting for sync clears by itself with the next synchronization. Failed means the agent refused the change: check that the record still exists in SupplyPoint.

A withdrawal limit does not block withdrawals

The block acts after synchronization, so a single withdrawal can go over the limit.
The machine needs a SupplyPoint allowance for that employee (or group) and item (or group). Add one in SupplyPoint allowances.
An employee allowed to skip limits in SupplyPoint can bypass them.

Check Account, Email and Password. The wrong-password message covers all three fields.
After many attempts wait about 15 minutes.
If you forgot your password or your account may be blocked, ask your organization's administrator.

I lost the phone with my authenticator app

Ask your organization's administrator to Reset 2FA for your account. You sign in with the password alone and set up verification again. If you use the e-mail code and it did not arrive: check your spam folder, then click Back to sign in and sign in again.

The "I am not a robot" check

Tick the box under the form. Until then the Sign in button stays inactive.
After the message Verification failed the box resets. Tick it again and sign in once more.
If the message keeps coming back although you ticked the box, reload the page. The same message can also appear when your account is blocked: then contact your administrator.