POS devices do not show the same orders, tables or accounts (out of sync) - what to check

Applies to Invu POS 6.10.6 on iPad, Android and Windows. Labels are shown as they appear when the POS or the Admin Panel is in English.

Most important:

• All devices in a store share orders, tables and accounts through the Invu cloud. A device with no internet or a purple cloud keeps selling, but it does not see what the others do (and they do not see its orders) until it reconnects.
• Before assuming a fault, check permissions: some roles only see their own orders or only the orders of their cashier. That looks like a sync problem but is not.
• Do not uninstall the app or use Sync Problems? without talking to support: anything the device has not uploaded is lost.

1. How devices sync

• What you do on a device is saved first on that device and then shared with the others through sync (the cloud icon).
• Each device also uploads its orders to the Invu server: closed orders every minute and everything else (open orders included) every 10 minutes.
• The cloud icon in the top bar shows the status:

2. "The account does not show on the other tablet": first check who can see it

Try with a manager's or administrator's PIN. If the order shows with that PIN, it is not a sync problem; it is the role permission:

• Without Edit Orders from Other Employees, each employee only sees the orders they are assigned to. A waiter does not see another waiter's tables.
• With the permission that only shows open and closed orders of the selected cashier, each device only sees orders created in its cashier (and orders closed in it).
• The Closed tab is empty if the role cannot see closed orders, and it only shows the last 5 days.
• E-commerce orders (Clau and other platforms) only show on the device that has the delivery cashier selected.

Permissions are changed in the Admin Panel, in Settings > Users and Roles > POS Roles. Then run Update Data on each device. See "Users, employees and POS Roles - access, PINs and permissions".

What about "Don't sync cashiers"? Older guides mention that option. It is no longer in the Admin Panel and Invu POS 6.10.6 does not use it: all devices share orders. If you want each cashier to see only its own orders, use the selected-cashier role permission.

3. Check each device's connection

Do it on both devices: the one that does not see the order and the one that created it.

1. Red top bar: no internet. Check the Wi-Fi or cable.
2. Purple crossed-out cloud: tap it once to reconnect and wait until it turns white.
3. Troubleshoot: press and hold the Invu logo > Troubleshoot. Invu Cloud Services must say Available. If it says Offline, the device cannot reach the Invu server: check the internet or the store network.

If only one device has the problem, it is almost always its connection. If all of them have it at once, check the store's internet.

4. Force a sync

1. With internet and a white cloud, wait a few seconds: changes arrive on their own.
2. If they do not, fully close the app and open it again on the device that is behind. On startup the POS waits for sync (it can take up to about 2 minutes).
3. When you return to the app after 30 seconds or more in the background, you see "Loading.": the POS is confirming it has the latest data. Wait; it clears on its own.
4. Update Data (press and hold the logo > Update Data) is for products, prices, tables, employees, permissions or cashiers you changed in the Admin Panel. It is not for orders. See "Update Invu POS and its data (version, Update Data and sync)".

5. Common cases

• The cash opening is different on each device. The opening is per cashier, not per device. Tap the Invu logo > Select cashier and check which cashier each device uses. Two devices on different cashiers show different openings, and that is normal. If they use the same cashier and still differ, follow sections 3 and 4.
• One device is outdated. A device on an older app version can behave differently. Tap the logo once to see the version and update all devices to the same one. See "Update Invu POS and its data (version, Update Data and sync)".
• "Orden Open in other device" appears. Another device has that order taken (for example, it left it open on screen or the app closed). Tap Yes and use a manager's PIN to take it on this device. If nobody releases it, it is released automatically after 24 hours.
• An account already charged shows up open again. Do not charge it again. See "Open orders that were already paid or tables still open from yesterday (ghost orders) - how to close them".
• Shift close or reports do not match between devices. Each device calculates with what it has. Before a report, the POS uploads missing closed orders ("Recovering closed orders"). Wait for "Orders synchronized".

6. What not to do

• Do not uninstall the app or clear its data. If the device has orders not yet uploaded, they are lost.
• Do not use Sync Problems? (it appears when you press and hold the cloud). It deletes all data on the device and closes the app without checking for pending orders. Use it only if support asks you to.
• To check whether an order is already on the server: open the order, tap its header and look at Saved in Invu. Yes means the server has it.

7. When to contact support

Contact us if, with internet and a white cloud on every device, the difference remains after 10 minutes and after closing and reopening the app, or if orders disappear. Send:

• the version of each device (tap the Invu logo once);
• a photo of Troubleshoot on each device;
• the order or table number, the time and which device created it;
• the Saved in Invu value from the order header, on each device where it shows.