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Troubleshooting synchronisation errors



Sometimes there are issues that can prevent sales and returns from synchronising with your Neto control panel.

To help diagnose these issues with Neto support, synchronisation errors can be viewed from your Neto POS register.

A common issue occurs when a customer is added to the order however it's missing either First, Last, Email/Username details. If this information is missing, the order will not sync.

Viewing synchronisation errors


  1. Tap on the Sales history button in the side menu of your register.



  2. Locate the order that is having trouble synchronising.

    • Transactions that had an issue synchronising will have a red icon.
    • Transactions that have successfully synchronised will have a green tick
    • Transactions that have not tried to synchronise yet will have an orange icon indicating that synchronisation is pending.



  3. Tap on the transaction that you wish to troubleshoot.



  4. Tap on the Error button.

    Note: This button will only appear on transactions that have had issues while synchronising, and will not appear for transaction that synchronised or have not been able to attempt to synchronise yet.

  5. The sync errors page will show you the:

    • Number times the transaction has attempted to synchronise
    • Last time it tried to synchronise (in the local time of your register)
    • Error code(s)
    • List of error messages if available



  6. Within the above screenshot, you will get one of the error messages. See the table below to troubleshoot the issue:

  7. Warning Message Reason Solution
    “message”: “ORDERLINE: PRODUCT_SKU is an invalid SKU” This error is the result of a product being deleted. Because POS allows transactions to be completed whilst offline against potentially old sets of data, there are instances where the product may still be sold despite a deletion. Re-create the product in control panel with the same SKU. Once the transactions have synced the product can then be deleted again if it is no longer needed. Ensure you sync your POS register after deleting to avoid creating additional transactions with the product.
    “message”: “ORDERLINE: PRODUCT_SKU is an invalid component SKU” This error is the result of a product being deleted. Because POS allows transactions to be completed whilst offline against potentially old sets of data, there are instances where the product may still be sold despite a deletion. Re-create the product in control panel with the same SKU. Once the transactions have synced the product can then be deleted again if it is no longer needed. Ensure you sync your POS register after deleting to avoid creating additional transactions with the product.
    “message”: “Validation Failed”, “paymentMethod”: “This value is not valid.” For POS to sync transactions the following payment methods are required: “POS Cash”, “POS Card” or “Account Credit”. The name of these payment methods should not be changed as it will result in transactions failing to sync. Revert the payment methods back to their original name as listed in the explanation.
    “message”: “ORDERLINE: PRODUCT_SKU is not a kitting item” If a product is sold as a kit in POS then it must still be a kit when trying to sync the transaction to the control panel. Change the product back to being a kit. Once the transactions have synced the product can then be converted back to a regular product. Ensure you sync your POS register after updating the product to avoid further sync issues.

    If the error you are encountering isn’t detailed above please get in touch with support who can assist further with resolving the issue.


  • Last Modified: 28/09/2017 Neto Version: 1.10