Troubleshooting

Find the problem you see below. If none fits, look the code up in the table at the end, and contact support with the code and the reference.

The server can not be reached

• A banner or the sign-in screen says Cannot reach the server (LDK-C001).
• Check that this computer has internet or is on the shop network. Open a web page to be sure.
• Press F12 on the sign-in screen and check the Server address, then Test connection.
• If every computer of the shop has the problem, the server or its connection is down. Contact support.
• In Premium, offline mode keeps the counter working: tickets, customers, bills and cash payments are saved on the computer and sent when the server is back. See Offline mode.

"Update required" or "could not be read"

• Update required (LDK-0012): this computer is older than the server allows. Press Download and install on the sign-in screen (from version 1.0.2 on), or download the newest installer from your account on xssit.com.
• The answer of the server could not be read (LDK-C004): the server and this app are of different versions. Install the update on this computer; if this computer is already the newest, ask support to update the server.
• System Info shows whether this app is compatible with the server.

Sign-in is refused

• Invalid credentials: check the username or email, the password and Caps Lock. After 5 wrong tries the account locks for 15 minutes, then longer each time. Wait, or use Forgot password?, or ask an administrator to reset the password.
• This account is disabled: an administrator enables it on the Users page.
• This computer has no seat (LDK-1204): every seat of the licence is taken. An administrator frees one on the Licence page (Give back the seat) or the shop adds a seat.
• A blocked computer: a computer whose seat was given back stays blocked, even when a seat is free, until an administrator presses Allow again on the Licence page.
• This computer needs to be added to the licence (LDK-1218): the first sign-in on a new computer must be by an Admin or a Developer.
• Over the user limit (LDK-1214): the edition allows fewer active users than the shop has, and this account is one of the newest. An administrator disables an account or upgrades.
• The licence of the shop has ended: only administrators can sign in, to renew or enter another key.
• Lost phone with two-step verification: use a recovery code, or ask an administrator to Reset two-step verification.
• Signed out unexpectedly: your session was closed from another place, your password was reset, or this computer was removed from the licence. Sign in again.

"Ledger Desk is being maintained"

A cover with this text means the server is being worked on, or a backup is being restored. Nothing you typed is lost. The cover goes away by itself when the server is back; Check now asks at once. After a restore everybody signs in again.

Printing is too small, too large, cut or blank

• First print a test page: Printers & Labels has Show test label and a test page for each printer. Its rulers show whether the size is true.
• Wrong size or cut: in the Windows settings of the printer, set the paper to the label size or the roll width (80 mm or 58 mm). Then check the label size and the receipt paper on Printers & Labels.
• Too small or too large text: Printers & Labels has Text size of labels, Text size of the receipt roll and the size of invoices and quotes. A text that does not fit a label is still printed smaller, so nothing is cut.
• Grey, fuzzy or faint: under Preferences → Printing set Label print quality or Receipt print quality to Sharp black and white, and try Darker.
• Blank: the wrong printer is chosen, or its paper is empty. Check the printers under Preferences → Printing.
• The screen text size never changes printed papers. See Printing.

The barcode does not scan

• The scanner must type like a keyboard and end each scan with Enter or Tab. Most scanners do this out of the box; otherwise scan the setup code in its manual.
• If the scanner's keyboard layout differs from Windows, Ledger Desk still finds the ticket by its digits.
• Set Label printer resolution on Printers & Labels to the resolution printed on the printer (most label printers are 203 dpi). A wrong value makes barcodes harder to scan.
• Try Barcode size: As wide as the label allows, and a darker label darkness.
• Hold the scanner a little further away and straight to the label.
• Nothing happens while a dialog is open or the screen is locked. See Barcode scanner.

The tablet does not pair or drops

• The tablet and the counter computer must be on the same network. A guest Wi-Fi usually keeps devices apart: use the shop's own network.
• Windows must allow Ledger Desk on private networks. With a per-user installation, choose Allow when Windows asks; or reinstall as an administrator for everybody, which adds the firewall rule. The shop network must be set as Private in Windows.
• Pairing lasts 2 minutes. Press Pair a tablet again and compare the code on both screens.
• If the tablet says the computer no longer knows it, pair it again.
• Ledger Desk and Ledger Desk Screen must be of matching versions (LDK-C012): update both.
• The customer tablet is part of Premium. See Ledger Desk Screen.

A card payment seems stuck

• If the bill says The card was charged... Do not charge again, the money was taken and Ledger Desk is confirming it with the provider. It records the payment by itself; do not charge the card a second time.
• If it says the server did not record it, check the payments of the bill before doing anything else. A charge that could not be recorded is refunded automatically with Stripe, or flagged for attention with Zettle, and the people who record payments are told.
• Only one card payment of a bill can wait on the tablet at a time (LDK-4035): finish or cancel it first.
• Card payments are not taken while the server can not be reached. See Card payments.

Messages to customers are not sent

• Check that the customer allowed email or text messages and has an address or phone number.
• A Developer opens Email (SMTP) or SMS (Twilio) and reads the Delivery log: each message shows Sent, Waiting or Failed with the provider's own words. A failed message can be sent again from there.
• A message that may pass is tried again by itself over about half an hour.
• Text messages are part of Premium. See Messages.

The app does not start or shows nothing

• Close Ledger Desk and open it again. Only one copy runs at a time.
• Restart the computer if it still does not open.
• A Developer can open the desktop log from System Info → Open log folder; it is in %APPDATA%\Ledger Desk\logs. Send the file ledgerdesk.log to support.

Error codes

Every error shows a code and a reference, such as LDK-4003 · Ref 7f3a9c2e. Copy both with the button next to them when you contact support. The most common codes: