ECR does not go online and “hangs” offline: 502 / 404 / PackageValidationError / InvalidQueryParameter

When the pECR does not come out of offline mode

• You need to complete offline operation and send the accumulated receipts to the DPS server.

• The pECR does not switch to online mode for a long time after the internet connection is restored.

• During synchronization, errors appear: 502, 404, 10 PackageValidationError, 11 InvalidQueryParameter.

Which errors indicate a synchronization failure

• The pECR status remains offline for a long time  and does not switch to online .

• There is a “queue” of documents/receipts that are not being sent to the DPS server.

• Errors:

• 502 Bad Gateway / 404 Not Found (server connection/availability)

• 10 PackageValidationError (critical offline package structure error)

• 11 InvalidQueryParameter (the previous request is “still being processed”, the process is stuck)

Why the pECR gets stuck offline

• Temporary unavailability or overload of the DPS server (often results in 502/404).

• A problem with the internet channel/routing (the internet is “available”, but traffic does not reach the DPS).

• A stuck request to the DPS (error 11).

• A corrupted/incorrect offline session (package validation fails — error 10).

Solution: what to do

Step 1. Connection diagnostics (before deleting the package)

1. Make sure the PC has a stable internet connection (check that websites/resources open).

2. If you see errors 502/404, this is usually temporary unavailability of the DPS server:

• if your offline limit has not been exhausted, continue working offline and repeat synchronization later;

• do not delete the offline package just because of 502/404 (until you are sure this is not a temporary DPS failure).

Step 2. If “another request is being processed” (11 InvalidQueryParameter)

This means that the previous request is stuck and is blocking the next ones.

1. Settings → Software ECR → Software ECR Analytics.

2. Run the service command Set status to “Ready”.

3. After that, retry switching to online mode / synchronization.

Step 3. If there is critical offline package validation (10 PackageValidationError)

The package is not accepted by the DPS server because of an error in one or more documents (for example, numbering violations, mixed fiscal and non-fiscal items in one receipt, etc.).

How to proceed:

Option A. If there are many receipts in the offline session (recommended):

1. Carefully read the error text — the system often indicates which specific document caused the failure (for example, "Document processing error for No. 45 in the package").

2. Contact Torgsoft technical support. Specialists will connect, accurately identify the problematic receipt, and, using special commands or queries, remove only it and the receipts created after it.

3. This will allow you to save the previous receipts (for example, the first 48), successfully send them to the tax service, and you will only need to repost 1–2 problematic documents.

Option B. If there are only 1–3 receipts in the offline session (and you are ready to repost them yourself):

1. Go to the menu: Settings → Software ECR → Software ECR Analytics.

2. Find the documents with offline/error status (stuck).

3. Click Delete offline package. Important: this removes only the technical attempt to send receipts to the DPS; the sales themselves are not deleted from the Torgsoft database.

4. Run the service command Set status to “Online” (if necessary, first set the status to “Ready”).

5. After switching to online mode, repost the receipts removed from the queue through the pECR.

Step 4. Synchronize (download) receipts from the DPS server

After cleaning up/restoring online status, you need to align the discrepancies between the local database and the DPS.

1. Settings → Software ECR → Download receipts from server.

2. Specify the range of local numbers (usually the program suggests it automatically).

3. Click Download.

4. Check that the fiscal data has been pulled into the corresponding documents. If the local document has been deleted, the receipt may appear as “unrecognized”.

Step 5. Repost receipts that are not on the DPS server

If, after downloading, you can see that some sales have no sign of fiscalization:

1. Make sure the pECR is online ().

2. Find the sales without a fiscal number and perform fiscalization again (for example, Print receipt / “Fiscalize” in the appropriate place in the interface).

3. If the payment was cashless, before reprinting make sure there will be no repeated charge on the terminal (if necessary, temporarily disable the terminal connection during printing).

How to check that the pECR is online again

• The pECR indicator is green (online).

• In “Software ECR Analytics” there are no stuck offline documents/errors.

• New receipts are fiscalized and receive fiscal details (QR/code).

How to prevent repeated freezing

• Have a backup internet channel.

• Do not allow the offline queue to “build up”: check the pECR status regularly.

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