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Register Troubleshooting

Register screen is frozen or not responding

  1. Move the mouse or press any key — this dismisses the screensaver if that is the cause
  2. If truly frozen, refresh the browser page (F5 or Cmd+R on Mac)
  3. After refresh the register reloads — any unsaved in-progress sale may be lost
  4. If the page does not load at all, check the network connection and try again
  5. If issues persist after refresh, contact VMX support at help@vmxllc.com
  • Check spelling and try a shorter or more generic search term
  • The item may be out of stock — add a space and 0 after your search to include out-of-stock items (e.g., BOXWOOD 0)
  • Use D: to narrow by department (e.g., D: TREES MAPLE)
  • The item may not be in inventory yet — it would need to be added in the inventory admin area first

Buttons are grayed out / features not available

All register features require an employee login for the session. Enter your employee number in the search bar and press the - key (or click Emp #). If you do not know your employee number, ask your manager.

Register showing the wrong employee

Press the - key or click Emp # and enter your own employee number to switch the active employee.

Credit card reader not responding

  1. Check that the card reader is plugged in and powered on
  2. Ask the customer to try inserting or tapping the card again
  3. If the reader is consistently unresponsive, manually enter the card number using the Credit Card button
  4. Contact VMX support if the reader is failing on every transaction

Receipt printer not printing

  1. Check that the printer is on and has paper loaded
  2. Try printing a test receipt using Reprint Receipt on a completed sale
  3. If the printer is connected via the Printer Bridge, check the bridge status in Admin → Hardware
  4. See the Printer Bridge page for setup and connection help

Cash drawer not opening

  • The drawer opens automatically on Cash and Check tenders
  • To open without a transaction, click No Sale (requires permission from your manager)
  • If the drawer does not open automatically, check the cable between the drawer and the receipt printer — most drawers connect through the printer

X/Z report — what each option does

  • Click X/Z → then Cancel — prints the X tape (shows current totals without clearing)
  • Click X/Z → then OK — runs the Z tape (clears the register totals)
  • The register must be in a completed state (no sale in progress) to run X/Z
  • See Opening and Z-ing Registers for the full process

Login issues — employee number not accepted

  • Employee numbers are set in Admin → Users
  • The employee account must be Active and have register access enabled
  • Contact your manager or VMX support if you cannot log in

"Not enough permissions" error

Some register actions (No Sale, voids, manual prices, etc.) require elevated permissions. Contact your manager to adjust permissions in Admin → Users.

Sale posted to wrong customer

Contact VMX support at help@vmxllc.com — correcting a posted transaction's customer association requires backend access.

Still stuck?

Ask VMXpert to compose a support email, or contact help@vmxllc.com directly. Include: - What you were trying to do - What happened instead - Any error message text - The register number and your name