Troubleshoot a Daily Sales Summary

If you're missing a Daily Sales Summary (DSS) file or the data in a DSS file is incorrect, the recommended solution depends on two factors: the date of the DSS file, and the method of integration we use with your POS system.

Files Less Than Eight Days Old

If the date of the DSS file is less than eight days ago, we provide a self-service tool that lets you re-trigger data transmission ("repoll") on your own. In these cases, the method of integration we use with your POS system is irrelevant.

Before Repolling

In order to use the repoll tool, the DSS file in question must be unapproved. If your DSS file is approved, you must first unapprove it before proceeding. To do so, follow these steps:

1. In the Accounting module, in the General Ledger menu, click Daily Sales Summary. If you're in the Smart Operations module, click the menu icon in the top left and select Classic R365 Exp.

2. Locate the file you want to unapprove by scrolling or using the column filtering and search functions of the grid.

3. Double-click the associated row.

4. In the top bar of the DSS file record, hover over Unapprove and select Unapprove.

This option may fail for a given DSS file for various reasons, including (but not limited to) user role permissions and transactions in the file included in completed bank reconciliations. In these cases, you will have to resolve the underlying issue before proceeding. For more information, see "Repoll a reconciled DSS Entry"

Repoll Procedure

To repoll an unapproved DSS file, follow these steps:

1. In the top menu, hover over Administration.

2. Select Repoll DSS's.

3. In the new browser tab that opens, enter the appropriate Start Date and End Date values for the files you would like to repoll. If you only need to repoll one date, use the same value in both fields.

4. In the Locations menu, select the location(s) you would like to repoll for the dates you chose.

5. Click Submit.

Pending repoll requests are listed on the Pending tab. Completed requests are listed on the Completed tab. In both cases, these tabs only display data for the seven most recent days. Use the Refresh button to see the most up-to-date listings.

Repoll Tool Data Values

Below is a description of the data you'll find in each column of the repoll tool, arranged by heading:

• Location - the location being repolled (Pending tab) or the location repolled (Completed tab)

• Repoll Date - the date of the data that you repolled

• Created Date - the date you made the repoll request

• Requester - the user who made the request 

  • a value of System in this column means the system recognized a missing DSS file for the date in question and automatically triggered a repoll request

• Status - the status of the repoll request

  • Completed - the system successfully generated a DSS file for the requested date and location

  • Retry Timeout - the system retried the repoll request several times without success

• ETA - the estimated date and time of pending DSS file creation

If you successfully repoll the intended location(s) on the intended day(s) and the data is still incorrect, or if you receive a Status value of Retry Timeout, the recommended resolution depends on the method of integration we use with your POS system.

Files Older Than Seven Days & Unsuccessful Repolls

If the DSS file you need to repoll is older than seven days, or your attempt to repoll a file less than eight days old has failed, the recommended solution depends on the method of integration we use with your POS system. We offer three different integration types: 

• API - your POS system exchanges data with us directly

• FTP - your POS system installs a file in a shared-access folder to facilitate data processing

• Local - software installed on your local device collects data and sends a file to us daily

This section of the article is arranged in three subsections named after these integration types, each headed by a list of POS systems that uses that integration type. Please search for the name of your POS system to identify the appropriate subsection from which to follow troubleshooting steps. We recommend using your browser's search function (ctrl + F).

API-Based Integrations

Historical data is typically available at any time. To avoid placing unnecessary processing burden on your database, however, please observe the following guidelines.

Files Older Than Seven Days

If the DSS file you need to repoll is less than 31 days old, delete the DSS file and it will automatically repoll within the next hour.

Note that you can't delete an approved DSS file. If the DSS file you want to delete is approved, see the "Before Repolling" subsection of this article above.

Unsuccessful Repolls

If you successfully repoll one or more locations on the intended day(s) and the data is still incorrect, or if you receive a Status value of Retry Timeout, submit a case to our Support team using the procedure below.

FTP-Based Integrations

Files Older Than Seven Days

R365 keeps files on hand for seven days to meet repolling needs. If the data you need is older, contact your POS provider and request that they resend the data for the day(s) in question. Once they've confirmed completion of your request, follow the instructions in the "Repoll Procedure" subsection of this article above.

Unsuccessful Repolls

If you successfully repoll one or more locations on the intended day(s) and the data is still incorrect, or if you receive a Status value of Retry Timeout, submit a case to our Support team.

Local Installation-Based Integrations

The troubleshooting steps below apply to all of the following cases:

• the DSS file you want to repoll is older than seven days

• you repolled the data on a file less than eight days old, but the data is still incorrect

• you repolled the data on a file less than eight days old, but you received a Status value of Retry Timeout

First, make sure your local POS server is turned on and has a stable internet connection.

Once you've verified that this is not the source of the problem, please note that some POS systems employ an end-of-day process that generates the files we use for our integration. In applicable scenarios, verify that this process has been completed. If you're unsure of how the files are generated, contact your internal IT resource for more information.

If you're unable to reach your internal IT resource, or if you try the above steps and they fail, submit a case to our Support team.