Sale does not close after payment (sale window freeze)

When a sale freezes after successful payment

This happens when there is a desynchronization between the actual charging of funds and the recording of this transaction in the program. Most often this occurs:

• During card payment: due to a freeze in data transmission via the protocol (for example, JSON or BPOS), a freeze of the hardware POS terminal itself, or when the terminal does not return a response to the program.

• During fiscalization via software ECR: when there is a short-term loss of connection with the tax server at the moment of receipt registration.

How to understand that the payment went through, but the sale was not completed

• The money has been charged from the card (a slip receipt was printed or an SMS was received), but the goods were not written off from inventory.

• The “Sale” window is inactive or the program shows “Not Responding”.

• Errors: Timeout, Access Violation, DocumentValidationError, Deadlock victim.

Why a sale may freeze after payment

1. Terminal timeout. The terminal did not manage to return the “Successful” status to the program within 60 seconds.

2. Software ECR error. The receipt amount does not match the payment amount (coins/rounding), and the tax server does not accept the document.

3. Deadlock (Blocking). The SQL server is overloaded with background tasks (archiving, reports).

How to safely close a frozen sale

Step 1. Self-diagnostics (Do not delete the goods!)

Before changing anything, make sure to check the receipt status:

1. Check the software ECR: menu “Settings” → “Software ECR” → “Software ECR Analytics”. If the receipt is there, it has been fiscalized.

2. Check drafts: menu “File” → “Sale Drafts”.

3. Check debts: menu “Payment” → “Unpaid Sales of Regular Customers”.

Step 2. How to close the sale without charging the funds again

If the money has been charged, but the sale is hanging:

1. In the payment window, uncheck “Use connection with the bank terminal”.

2. Click “Pay” (or “Receipt”). The program will close the sale and write off the goods without sending a repeated request to the terminal.

How to manually transfer bank terminal data into the receipt

If you need the fiscal receipt to be complete and contain all transaction data, do the following:

1. Before clicking “Pay”, go to Settings → Parameters → Receipt tab → Set/Configure button (next to your software ECR).

2. Make sure the “Transfer payment by bank terminal” setting is enabled, and check the box “Request bank terminal payment parameters”.

3. Return to the payment window, uncheck “Use connection with the bank terminal” and click “Pay”.

4. The program will display the “Bank terminal payment parameters” window, where you will need to manually enter the transaction parameters from the paper receipt just printed by the bank terminal (authorization code, terminal number, etc.).

5. Save the changes — the receipt will be successfully fiscalized with all the required data.

Step 3. What to prepare for technical support

If this is not a one-time failure, send the engineer:

1. The exact time of the sale attempt.

2. A screenshot of the error.

3. Terminal logs: the trace.log file (in the terminal driver folder).

4. Server logs: the log_server.data and server_app_log.data files (in the program folder).

How to check that the sale was closed correctly

• The sale has disappeared from the list of open sales.

• In the Z-report, the cashless amount matches the data of the bank terminal.

How to reduce the risk of repeated freezing

• For stationary cash registers, use a wired connection (Ethernet), not Wi-Fi.

• Update Torgsoft.

• Schedule “heavy” tasks (backups, recalculations) for nighttime.

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