Advanced Retail (UK) Ltd
Company Wiki

Non-Hosted (For example Pets Corner)

Red Arrows on the tills refers to the Data Exchange between the tills and the server they should be communicating with. For non-hosted installs, there is a server at the store that they communicate with and this is where you will need to check if the service is running.

The name of the service which allows communications between the server and the tills is called:

NimbusPosComms

This service has to be started in order for the Data Exchange to take place and work.

Connect to the Back Office PC (this will be the server the tills point too).
Open up “Services.msc” (You may need to use this as another user and log in using an admin account).
Find the service and check to see if it is started.
If the service is not started… Select the service and click “Start” to get it going.
Once started, the data exchange arrows should change from red to green.

Hosted Installs (For example Maidenhead Aquatics)

Hosted sites are tills that connect to a remote server.

We need to establish whether or not this is a local issue or global (meaning is it 1 store affected or a handful more).

You can do this by connecting to different sites for that customer via Teamviewer and see if they have the same issue or not.

Local Issue

1. Usually, a local issue isn't related to the service as more than 1 store will have been affected.
2. Check to see if you have a connection to the stores till via Teamviewer and it showing “Online”
3. Connect to the till and confirm the Data Exchange arrows are in fact showing red.
4. If the arrows are red, start the AR-PoS software and if that doesn't resolve the issue try rebooting the till.
5. If you are still seeing red arrows on the tills, ask the store to see if they can reboot their network. Unordered List Item You can do this by getting the store to locate their router and unplugging it for about 5 minutes.

Global Issue

1. You will need to escalate to management in order for someone to connect to the remote server and check the service is running OK or the server is OK.