tags: screen not appearing, floating button not present, not popping up, no prompt for email receipts, not coming up, screen popup, currently launching, prompt on receipt
If the screen is not popping up, there are a few general troubleshooting steps to try:
- Ensure prism exists as an installed application in the Start -> Control Panel -> Programs and Features
- Ensure prism files exist at the install location (default: C:\Program Files\prism or C:\Program Files (x86)\prism). If they do not, restart the prism from the launch menu.
- Ensure both prism processes are running in the task manager ("prism Service X_X_X_X.exe" and "prism xx bit")
- Ensure the prism Service is running in services.msc
- Check the Config.xml has been populated - it should have a lot of XML tags. Do not ever edit this file but if it is blank, delete it then restart the service and client, the Config file will be re-downloaded from the server.
- Check if the till is on 'Silent Mode' through the web portal. If you can see the 'silent' tag next to the till name it is in data collection mode and be switched live by following this guide.
- If the till is showing that it has never contacted the store (as above), check the network connectivity by following the steps here
- Check if the "keep printed documents" has been checked on the printer in the user account.
- Try restarting the machine twice
- If all these fail, please provide the hostname of the machine and upload the log files to support@retail.eyos.one