SAGE did not answer a lookup

What you see

On a document that did not issue: in the admin, Documents (the document shows as failed and this title is its probable cause) and on the Home card "Needs attention". At the till, the zrsPOS tile shows it as a line under the sale. The title is exactly: SAGE did not answer a lookup.

What happened

SAGE did not answer a lookup needed before issuing (the online invoice, or the credit notes already issued). zrsPOS tried twice, right away, and no longer tries by itself.

What to do

1. Once SAGE answers again, press Try again.
2. If the document is still failed after about 15 minutes, check that your SAGE is on and the SmartAPI service is running.
3. Open Settings › SAGE connection and press Test connection.
4. Press Try again on the document in Documents; it issues if the cause is fixed.

Can zrsPOS do it for you?

Partly. zrsPOS tries twice, right after the sale, and looks for the document before it issues another one, so there is no risk of a duplicate. After that, press Try again; do not issue it by hand in SAGE.

Still stuck?

Write to support@zrspos.com and quote the support code ZP-SAGE-LOOKUP-FAILED. Add the shop name and, if it is about a document, the document number or the order. We reply in Portuguese or English.