This guide helps you quickly distinguish a problem on the client side (internet, settings, QES) from a problem on the side of the servers of the State Tax Service of Ukraine, and understand whether you can continue working in offline mode.
This material is intended for users and system administrators who have basic skills in working with the operating system, Windows services, and Microsoft SQL Server. All actions described are performed at your own risk: incorrect changes to settings, services, or the database may lead to data loss or the program becoming inoperable. Before making any changes, it is recommended to create an up-to-date backup copy of the database, check the available disk space, and make sure there are no active users in the system. If you are not confident that the actions are correct or do not understand their consequences — you should contact technical support.
When a ECR loses connection to the STS server
How to understand what is causing the problem
Causes
A. Problems on the client side (your area of responsibility)
There is no physical access to the network or there is blocking (often on mobile internet / IPv6).
The permission for offline operation is not set in Form 1-ECR.
The time differs from the STS server time by more than the allowed threshold — the server rejects receipts.
The certificate is invalid — authentication on the server is impossible.
B. Problems on the STS server side
The STS server or gateway is temporarily unavailable.
Technical maintenance or reconfiguration of the STS load balancer.
May mean:
Solutions
Step 1. Basic check
Step 2. Actions based on the message
| Message | What to do |
|---|---|
| Socket Error, No route to host | A local network problem. Check the internet, router, and provider. |
| «Offline operation is prohibited» | Submit Form 1-PRRO with the Re-registration type and enable offline mode. |
| Offline limit exceeded | Restore the internet connection and wait for the receipts to be transmitted. |
| 502 / 504 / 302 | An STS problem. Please wait. If offline mode is allowed — continue working. |
| 11 InvalidQueryParameter | Wait 2–3 minutes. If it repeats — check the product data or contact Torgsoft technical support |
How to check that the connection has been restored
How to reduce the risk of repeated connection loss
Summary
Go back to the previous step