Failure to Generate Data
Failed with message 'Failed to generate data'
If you get the Failed to generate data, this means that CStoreEssentials was unable to get the transaction log data from the Point of Sale system (POS) for the entire reporting week.
Depending on the POS system, it could be a number of different reasons from unplugged cable, our CStoreEssentials utility offline, or a POS password needs to be reset.
Step 1: Re-establish the POS connection
The quickest way to resolve this issue is to reach out to our support team via chat. To do so, follow these simple steps.
NOTE, you will need to do this from the PC on site that is connected to the POS System.
Login to your CStoreEssentials account
From the top right menu, select the ?
Select "Chat with Agent"
Start a ticket by clicking on "Send us a message"
In the message indicate "register data not coming into my CStore Essentials account"
From there a support agent should reply back and request remote access to your back office PC to resolve the issue.
Step 2: Upload missing data
Uploading the missing data POS data can only be done from the PC connected to the POS. Thus, you will need access to the back office PC. Also please note that depending on the POS system, you may only be limited to data for the last 30 days. From the back office PC, follow these steps.
From your windows search menu search for POSLink (or CSPPOS if your on the older version of the CStore Essentials utility).
In the last day report block, select the calendar oldest missing date and click on reupload button. By selecting the oldest missing date, the system will automatically reprocess all files from the oldest to the current date. Thus, any and all files not processed between the oldest date and current date will also get reprocessed and uploaded.
Step 3: Reprocess the scan data file
Once the step 2 is complete, wait about 20 to 30 minutes for the database to get updated and then follow these steps to reprocess your scan data files.
Login to your CStoreEssentials account
From the left menu, select Scan Data and past submission
Click on the Resubmit button
Failure to Upload to SFTP Server
Failed with message 'Failed to upload to SFTP server'.
If you get the above error it means your SFTP crendentials that were originally provided by the tobacco company have either been changed in CStore Essentials or they have been reset/locked by the tobacco company due to numerous failed attempts.
To resolve this issue, contact your tobacco programs scan data help desk and ensure that your SFTP account is unlocked and request username and password (if you dont know it). Once this is done, re-establish the connection/update the SFTP credentials by following the steps in
Login to your CStoreEssentials account
From the left menu, select Scan Data -> Dashboard
Next to the program that failed, click on reconfigure
Scroll down and verify that all the field under "File Transfer Information" section are enter the SFTP username and the password provided by the scan data help desk.
Click on test connection button and verify a green arrow to verify a successful connection. Please note that if the connection is not established, a red "X" will appear.
Click 'Update Program' to save the changes.
Missing Site Information
Failed with message ''.
If you get the above failure message, it means the that the site address has not been entered for one of the sites on the submission list. To resolve this issue, follow these steps:
Login to your CStoreEssentials account
From the left menu, select Scan Data -> Dashboard
Next to the program that failed, click on reconfigure
Scroll down and verify that all the field under "Store Information" section are populated including store name, street, city, state, zip code
Click 'Update Program' to save the changes.