Sales recovery on MPOS- Unfinished transaction

🔧 Resolving Stuck Transactions on mPOS Devices

Issue Summary

A mPOS device becomes stuck on the payment screen during a sale that was never completed—usually due to a transaction cached on the device from a previous session. After restarting the device, it attempts to resume this incomplete transaction but fails to progress, causing operational disruption.

🧭 Root Cause

This issue typically occurs when a previous sale was:

Not completed, and
Not properly flushed from the device cache or server sync.

Upon reboot, the mPOS device tries to recover the sale state but cannot progress due to missing or outdated sale confirmation on the server.

✅ Resolution Options

Option 1: Execute SQL Query

Open SQL Server Management Studio (SSMS) on the affected store’s database.
Run the following query, replacing placeholders with actual values:

-- Replace <store> and PNxxxxxxxxxxx with the correct store ID and device serial number INSERT INTO iagent VALUES ('<store>', 'PNxxxxxxxxxxx', 'SaleConfirmation', 'Test', GETDATE(), GETDATE(), '', '', 'Strand');

Option 2: Use Remote iAgent XML Tool

Open the Remote iAgent XML View.
Search for: mpos sale confirmation.
Update the following fields:
- Store ID – set to the correct store.
- Device ID – use the full serial number (e.g., PNxxxxxxxxxxx).
- Date – enter today’s date.

💡 This manual entry acts as a signal for the system to handle the pending transaction and finalize the workflow.

🔁 Final Step: Restart the Device

After applying either fix:

Restart the affected mPOS device.
It should now recover properly and allow normal operations to resume.

📝 Additional Notes

Always confirm the device serial number and store ID before executing changes.
If issues persist after applying both methods, escalate to Level 2 Support or check for database sync/latency issues.