There can be several symptoms that ResaleAI is not receiving updates. Some of these are:
- Your realtime sales and buys are not showing up on the Day Book screen.
- DRS is not showing newly-opened buys on the Buys screen.
- Clicking the DRS Integration button on the Settings page shows that DRS has not updated in the last few minutes.
- You cannot hit "check in" on Sign to Sell check in screen.
- You are receiving a disconnect error
Follow the steps below to troubleshoot the problem!
1. Is there a ResaleAI Sync icon in the Windows System Tray on the bottom right of the screen? It is a small circle with AI in it.
NO, the ResaleAI icon is not in the system tray. Go to 3 below.
YES, the ResaleAI icon is in the system tray. Click the icon. If clicking the icon displays a menu, go to 1a. If clicking the icon opens a ResaleAI Browser, go to 1b.
1a. On the small menu, click Pause Sync. When a small confirmation window appears, close it. Click the icon again and choose Resume Sync. When the small confirmation window appears, close it. Within a couple of minutes your should see that DRS is connected by looking at the message at the bottom of the BUYS screen. If you don't see that DRS has connected, click the support button and let us know. We will help you.
1b. Log out of Windows; then log back on. ResaleAI Sync should start automatically. Check the bottom of the ResaleAI BUYS screen to see that DRS has updated within the last two minutes. If it DRS hasn't started updating, go to 1.
2. Check the version of ResaleAI POS installed
2a. On the top left of your ResaleAI POS browser it should display which version of ResaleAI you are on.
Make sure that it is the latest version of ResaleAI, make sure the first few numbers are "2.4". If the first few numbers are not 2.4 you'll need to update to the newest version of ResaleAI. Click the link for Instructions: How to Update ResaleAI
2b. If the version number is not displaying on the top left of the ResaleAI POS browser (shown in 2a) you can right-click over the ResaleAI sync icon in the bottom right of your Windows System Tray. Once you right-click a box should appear and at the top of the box should display the version number.
Make sure that it is the latest version of ResaleAI, make sure the first few numbers are "2.4". If the first few numbers are not 2.4 you'll need to update to the newest version of ResaleAI. Click the link for instructions: How to Update ResaleAI
3. Click the Windows Start button, then click All Programs. Do you see the ResaleAI folder?
YES, the ResaleAI folder is there. Put your mouse over the ResaleAI folder and click the ResaleAI Sync icon. If a dialog box asks you if you want to update, choose YES. The newest version of ResaleAI will install and start syncing. If you have problems, click the support button and let us know. We will help you.
NO, the ResaleAI folder is not there. You'll need to install ResaleAI, click the link below for those instructions.
*ResaleAI web via chrome/internet explorer no longer work*
4. Check to see if your DNS Cache needs to be cleared.
Open Chrome and go to http://app.resale-ai.com/. If you see a blank white page when you go to that address you have a DNS Cache issue. Contact Winmark support and ask them to clear your cache.
If you are still experiencing connection issues please reach out over support chat so we can assist you! :)