https://revoretail.works/admin/login

MOST COMMON ISSUES:


1. ERROR MESSAGES ON LOGIN
2. IOS 14 LOCAL NETWORK
3. PRINTING ERRORS
4. CASH DRAWER WON'T OPEN
5. OFFLINE
6. CLOSED ORDER MODIFICATIONS.
7. CASH DRAWER PRINTER NOT WORKING, HOW TO CHANGE IT?
8. A MESSAGE APPEARS IN THE BACK OFFICE "ACCOUNT DISABLED". WHAT DOES IT MEAN?


1. ERROR MESSAGES ON LOGIN

In some instances, after entering credentials, we may encounter the error message on login: Device not active.



This message indicates that the device is not active, and the device limit on the account has been reached.

If we do not want to increase the licence, we can remove a device very easily:

1. Access the back-office using our credentials.

Note: We can also access it from Safari on our device (iPad).

2. Go to Account / DEVICES

Note: If the text Improve your account appears, it means we have reached the limit of our devices and need to add a new one to our license or remove one from the list.



3. Remove a device.



4. Finally, activate the new device that appeared with the "improve your account" message.



5. In the app, log in again.

Aside from "Device not active," other more frequent errors are:

  • Not valid credentials: This error means that the credentials (username and/or password) have not been entered correctly.

  • The Internet connection appears to be...: This other error means that the device has no internet connection.


2. IOS 14 LOCAL NETWORK

With the update of the iOS 14 operating system, a new change in the system's privacy emerged, requiring authorization to access the local network for all applications that need it.

REVO needs to have access to the local network to use printers and instant order synchronization. Therefore, it is essential to allow this access for the app to function as expected. Otherwise, the iOS 14 system blocks all communications until permission is granted.

This is a change by Apple, unrelated to REVO.


Allow access:

Whenever we download the application again, when accessing for the first time, the following message will appear:



This message may appear quickly or take some time, so we may be on a different screen than shown in the image when the message appears.

We must press on the Allow option to confirm the message and continue working normally. If, on the contrary, we press Do not allow, the application stops printing, synchronizing, cash machines won't work, etc., generating a network issue.


Solution:

If we have already selected the Do not allow option, to revert this situation, we must follow these steps:

1. Exit the Revo RETAIL application.

2. Go to iOS Settings and locate in the sidebar the Revo RETAIL app.

3. Activate the Local Network option.

Note: The Local Network option should stay green (enabled), as in the image.



4. Return to the Retail application and continue working normally.

Note: This solution applies to any REVO app we use.


ALTERNATIVE:

There is another possibility to allow access to the Local Network:

1. In iOS Settings, locate the Privacy and Security menu.

2. Enable access for various apps.



Note: This solution applies to any REVO app we use.


3. PRINTING ERRORS

When an error message appears on the screen related to printing or any other printing issue arises, the incident can be caused by various factors.

1. CHECKING DEVICE CONNECTIVITY

In this article, we will explore how to identify the connectivity of devices, as well as tools for identifying and resolving the most common communication issues.

All devices using REVO apps run on Apple's iOS operating system. The vast majority of devices connect via WiFi, and some have Ethernet connections.

Revo RETAIL is a Cloud application, which means it requires an internet connection to operate normally. However, there is the possibility of working without a connection (offline). Here, you can find more details.


1.2. IDENTIFYING NETWORKS OF DIFFERENT DEVICES

Here, you will find a detailed guide.


2. CHECKING THE PRINTER STATUS AND NETWORK

The first step before taking any action is to check that the printer does not have any red or ERROR LEDs or indicators lit. It is also recommended to check the remaining paper roll.

Note: Some models alert about the lack of paper before it runs out. There are also models that stop printing when there is very little paper left.

To perform a printer test, turn it off. With the device off, press the "FEED" button, and as soon as the paper with information is printed, release the button. In this information, look for the section called IP Address.

1. Access the back-office.

2. Go to Configuration / PRINTERS.

3. Confirm that the IP appearing on the paper is the same as the one indicated in the back-office. If not, modify the IP in the back-office.



4. Try printing again.


3. LINK BETWEEN DEVICES

If the previous steps do not work, check that there is communication between the iPad and the printer. To do this, open a browser (Safari, Google Chrome, Mozilla, etc.) and enter the printer's IP in the address bar (located at the top).

If the page loads, there is communication.

Example:



If the page does not load, there is no communication, and this could be due to problems such as:

  • The device lacks a connection.

  • Printer hardware/cabling issues.


4. PRINT SAMPLE PAGE VIA "FIND PRINTERS"

If there is communication, you can perform a print test.

1. Access the MENU r.

2. Click on Find Printers.

3. Select the relevant printer.



4. Click on Print Sample Page.



5. HARD RESET OF THE DEVICE

If all the above options do not work, perform a Hard Reset of the device.

Note: This does NOT delete anything from the device.

iPhone 8, iPhone X, iPhone Xs, iPhone Xr, iPhone 11, iPhone 12, iPhone 13, iPhone 14, iPhone 15

  • Quickly press the volume up button on the side of the device.

  • Quickly press the volume down button on the side of the device.

  • Hold down the side button until the Apple logo appears on the iPhone screen.



iPhone 7 and 7 Plus

  • Hold down the power/sleep and volume down buttons until the device displays the Apple logo on the screen (about 10 seconds).

Other devices with a Home button

  • Press and hold the power button and the Home button (round physical button at the bottom of the device) until the device displays the Apple logo on the screen (about 10 seconds).



  • For the iPad Pro, press and hold the volume up and down buttons along with the power button until the device displays the Apple logo on the screen (about 10 seconds).



If none of these steps has worked, we recommend replacing the device with a new one.


4. CASH DRAWER DOES NOT OPEN

At REVO, since almost no peripherals can be connected to the iPad, the connection for opening the cash drawer is directly linked to the printer. In this case, there are different options to check.

  • Verify that you are connected to the correct WiFi network or that the Ethernet cable is properly connected to the device. If not, skip the current network by accessing the icon. Once done, connect to the correct WiFi network.

  • Ensure that the printer to which the cash drawer is physically connected is available and functioning correctly. To do this, you can use the System Status option located in the REVO menu.

  • Check that the RJ11 cable coming out of the cash drawer is connected to the printer or is not damaged.

  • Verify that you have selected the cash drawer correctly in REVO Preferences.

Note: If, when opening the cash drawer, a message appears saying: Error - You do not have privileges, it means that the active user cannot open the drawer. It will only open automatically when a command is paid/closed.


5. OFFLINE MODE

Revo RETAIL comes with Offline mode that allows you to continue working in a limited way when there is no Internet.

Detection of connection loss

REVO will detect when the connection is lost and display an alert icon. When this icon appears, REVO is working in Offline mode.



During this mode of operation, certain limitations apply.

Note: If the connection is lost, it is very important not to log out or close the application, as you will not be able to access it again.

In Offline mode, any device can make a sale.

You can add all the products you need, collect with any payment method, and even split between items.

Note: From Revo, we recommend working with only one device for better management of orders placed in this mode.

Since in Offline mode it is not possible to obtain an order number, the following actions will NOT be allowed:

  • Put the order on hold (there could be consistency issues if another device is online).
  • Print.
  • Make a payment with a Gift Card (as it would need to check the available balance in real-time to verify the payment).
  • Orders will not have an order number or invoice number. However, they can be retrieved when online again (as it is the server that provides them).

All sales will be stored in the local memory of the device, and when a connection is detected again, they will be automatically loaded to the cloud server.

Note: It is important not to uninstall the app until the orders have been uploaded to the server because once saved on the iPad, deleting them will result in their loss.


6. MODIFICATION OF CLOSED SALES

In the application, there is a very simple way to modify/return a sale closed in error:

1. Access the menu r.

2. Press Invoices or Search Invoice. (The second option will open your device's camera to scan the invoice, and/or you can search for it manually).



3. On the next screen, all available options will be **displayed as shown in the attached image.



  • In case of a refund

    • Automatic refund: A negative ticket will be generated with the payment method used in the sale.
    • Refund: The sales screen will open to manage which payment method we want to use in the refund.

  • In case of a change in payment method, a ticket will be printed to confirm the change, and it will be done automatically.


7. CASHIER PRINTER IS NOT WORKING, HOW TO CHANGE IT?

From the back-office, in case of hardware error, we can modify the printer through which invoices, proforma, and closures will be printed.

1. Access the back-office using your credentials.

2. Go to Configuration / CASHIERS.

3. Press .

4. Select a new printer from the dropdown list from those available on the network.



5. Press Save.


8. A MESSAGE APPEARS IN THE BACK OFFICE INDICATING THAT THE ACCOUNT IS DEACTIVATED. WHAT DOES IT MEAN?

At REVO, it is possible to deactivate an account temporarily or permanently for different reasons.



Some examples include:

  • Seasonal closures.
  • Non-payment of the fee.
  • Permanent closure of the establishment.

Does this mean we cannot operate?

A deactivated account indicates that we cannot access and use the Revo RETAIL app. However, the back-office functions normally, and the data remains intact.