There are three common reasons why your scan data submission may fail in PDI C-Store Essentials:
Step-by-Step Process
Failure to Generate Data
Error Message:
Failed to generate dataThis error means that CStore Essentials was unable to retrieve transaction log data from the Point of Sale (POS) system for the entire reporting week.
This is often caused by:
An unplugged cable
The C-Store Essentials Utility being offline
A point-of-sale password needing to be reset
Re-establish the POS connection
This step must be performed on the PC on-site that is connected to the POS system
Log in to your CStore Essentials account
Use your credentials to log into the C-store essentials account
From the top-right menu, click the ? icon
Select Chat with Agent
Click Send us a message
Type a message similar to the following:
"Register data not coming into my CStore Essentials account"A support agent will respond and request remote access to resolve the issue.
3. Upload missing POS data
This step must also be completed on the Back Office PC.
Use the Windows Search bar to open either POSLink (or CSPPOS for older versions)
In the Last Day Report block, select the oldest missing date and click Reupload
This will reprocess all files from the oldest date to the current date
4. Reprocess the scan data file
Confirm you are logged in to your CStore Essentials account.
On the left side of the screen, click on Scan Data
Next click on Past Submission
Click the Resubmit button
Failure to Upload to SFTP Server
Error Message:
Failed to upload to SFTP serverThis error occurs when your SFTP credentials (provided by the tobacco company) have either been:
Changed in CStore Essentials
Reset or locked by the tobacco company due to multiple failed attempts
SFTP Credentials
Contact your tobacco program’s Scan Data Help Desk
Confirm your SFTP account is unlocked
Request your SFTP username and password
Log in to your CStore Essentials account
Use your credentials to log into the C-store essentials account
Navigate to the Scan Data Dashboard
On the left side of the screen, click on Scan Data
Next click on Dashboard
Click Reconfigure next to the program that failed
Scroll down to the File Transfer Information section
Enter your updated SFTP Username and Password
Click Test Connection:
A ✅ green arrow means the connection is successful
A ❌ red “X” means the connection failed
Click Update Program to save the changes
Missing Site Information
Error Message: (Blank)
This error means the site address has not been entered for one or more sites on the submission list.
Log in to your CStore Essentials account
Use your credentials to log into the C-store essentials account
Navigate to the Scan Data Dashboard
On the left side of the screen, click on Scan Data
Next click on Dashboard
Click Reconfigure next to the program that failed.
Scroll to the Store Information section and verify the following are completed:
Store Name
Street Address
City
State
Zip Code
Click Update Program to save your changes.
Frequently Asked Questions
What if I do not have access to the Back Office PC?
What if I do not have access to the Back Office PC?
You will need someone on-site to assist with steps that require access to the POS or C-Store Essentials utility. Remote support is available once chat is initiated.
Can I reprocess multiple days of data at once?
Can I reprocess multiple days of data at once?
Yes — selecting the oldest missing date will automatically reprocess and reupload all files from that date to the current day.
Where can I find my SFTP credentials?
Where can I find my SFTP credentials?
These are provided by your tobacco scan data program (e.g., RJR, Altria). Contact their help desk if you're unsure.