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SunLync Offline Utility Overview

Article ID: 595
Last updated: 18 Oct, 2017
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Purpose of article

The SunLync Offline Utility allows salons the ability to process customers and sales when a connection to the database is not present due to either an Internet outage, database repair, or server outage. This is a guide to assist employees on proper operation of the Offline Utility and the TServer.

In this document, we detail how to switch from SunLync to Offline Utility and vice versa. Included is information on how to properly download offline data and ensure your salon is ready in the event your connection to the database is lost. In addition, we have also included a common troubleshooting guide.


Table of Contents

Opening Offline Utility
Switching from Offline Utility to SunLync (optional)
Processing Unprocessed Transactions
Offline Download Service
Offline Download Stores List Setup
Offline Download Monitoring Overview
Offline Reporting
Troubleshooting


Opening Offline Utility

  1. Close the SunLync window if not closed already. You may need to close error messages if there are connection errors present.
  2. Locate the Offline Utility Icon and double click. The Offline Utility icon can be located on the Windows Desktop (figure 1) or in the Windows Start Menu.

Figure 1

Note: Offline Utility can only be used on the PC physically connected to the timer. The small TServer icon, which is located in the bottom right hand corner of the screen, will change to orange indicating that the TServer is in offline mode. If you cannot find the icon, it may be hidden. There may be a small arrow, in the bottom right had corner of the screen, just before the icons, when clicked will reveal hidden icons.

  1. The Offline Utility should pop-up on the screen (figure 2). You can now process customers and sales.

Figure 2

Switching from Offline Utility to SunLync (optional)

NOTE:  As of SunLync v9.0.1.0, the TServer application will automatically switch from “Offline Mode” and there’ll be no need to restart the application.

  1. Close the Offline Utility window
  2. In the lower right hand corner of the screen, right click on the TServer icon (figure 3) and click Restart

Figure 3

  1. A pop-up window will appear asking if you would like to start the TServer in “Normal Mode” or “Offline Mode” (figure 4). Select “Normal Mode”. The TServer will then restart and within 1 minute, the Icon will change to the color green.

Figure 4

Note: When SunLync opens, another window will open called the Offline Utility Uploader. The Uploader saves all of the transactions done in Offline Utility to the database so the transactions will show in SunLync.

  1. Once the above steps are complete, you may open SunLync and process customers.

Processing Unprocessed Transactions

When transactions are uploaded to the database, sometimes there are transactions that SunLync does not know what to do with because there is a discrepancy between what was done in Offline Utility and the options available to the Offline Utility Uploader when attempting to insert these transactions into the database. These transactions will show at the top of the POS screen as unprocessed transactions. Below, we outline what to do if you see unprocessed transactions at the top of the Point of Sale screen (Figure 5).

Figure 5

  1. Click “Options” and you will get a pull-down menu.
    1. If you select, “Set Transaction as Processed” the transaction will not save to the database and will disappear. This option should ONLY be selected once the transaction is processed in History Mode.
  2. Select “Load Customer in History Mode”. You will be prompted to enter your password to enter History Mode and you will be selected to choose the date & time that you’d like for these transactions to reflect.
    1. If SunLync does not accept your password, you may not have access to History Mode. A manager or someone else who does have access to History Mode may have to process these transactions in History Mode.
  3. Once in History Mode, select the items that the customer purchased in Offline Utility by using the Unprocessed Transactions screen as a reference.
    1. If the transaction was discounted in Offline Utility or a Promotion was applied, reproduce the steps in History Mode and ensure that the Total matches the transaction total shown above in the Unprocessed Transactions section of the screen.
  4.  Select the correct Payment type the customer used in Offline Utility. The payment type should be displayed in the Unprocessed Transactions section of Point of Sale.
  5. Click “F10 Sale” and the transaction will then be saved. You will then be asked if you want to exit history mode. You will click yes if you do not have any additional transactions to process.
  6. At the top of the screen click on “Unprocessed Transactions” and now you can set the transaction to processed by selecting options then clicking “Set Transaction as Processed”.

Offline Download Service

The Offline Service Utility allows us to download the essential offline data for the Offline Utility. If the SunLync Offline Downloader service is not setup properly, offline data will not download, resulting in missing client data or clock-in employees when using the Offline Utility.

The Offline Utility data is also used for customer biometric Identification within SunLync. If the offline data is not properly downloaded, searching for customers using biometrics will not work. Below, we describe the proper way to setup the Offline Utility Downloader Service and set up the corresponding Back Office Store Parameters to ensure your salons have proper and up to date information in the event of a network outage.

Offline Download Service Setup

  1. Locate the Offline Download Service Utility. The Utility can either be found in the Windows Start Menu or the following file location; this varies by operating system and computer.  Below are the most common locations based off of Windows operating systems.
    • Windows XP: C:\Program Files\ SunLync\Offline Utility\Download Util\Scheduler
    • Win 7/8/10 32bit: C:\Program Files\SunLync\Offline Utility\Download Util\Scheduler
    • Win 7/8/10 64bit: C:\Program Files(x86)\SunLync\Offline Utility\Download Util\Scheduler
  2. Right Click on the Offline Service Utility icon (figure 6) and click “Run as Administrator”. If using windows XP, you do not need to run as Administrator but you should be logged into the Administrator account.

Figure 6

  1. Look at the “Local Service Status” section (figure 7) on the “Local Service” Tab. Ensure that the Service is installed and running.
    1. If it is not installed, click the Install button to install the service
    2. Once installed, click the Start button

Figure 7

  1. Click on the “Scheduling” tab and click Edit Settings (figure 8)

Figure 8

  1. Set the Start Date for when you want the download to start. The download date and time should be set to a time when the salon is closed. For example, if today is 4/21/2016 you would want to set the start date to 4/22/2016 at 1:00AM. This will download the offline data starting the next day at 1:00AM.

You will want to ensure that the download frequency is set to every day. This ensures that your offline data is always up to date. In the “Download History Date” section, you will set how far back your Offline Data will go. If you have this set to today, the Offline Utility Downloader will only download the Offline Data for today, which will not download customer data for customers you added in the past. You should set this to a date which is at least 1 year in the past.

Note: If you have more than one salon, it is not recommended to set all of the locations to download at the same time. This could cause the database server to lock-up and stop working.

Offline Download Stores List Setup

  1. Login to Back Office
    1. If you do not have access to Store Parameters in Back Office, you will not be able to setup the Offline Stores. A manager or someone else who does have access to Store Parameters may have to process the following instructions.
  2. Click on Parameters then click store parameters (Figure 9)

Figure 9

  1. Select Demographics and select the location you would like to setup.
  2. Click on “Misc. Options” drop down at the bottom of the window.
  3. Select “Stores for Offline Utility Download”. You will get a screen with two columns; one on the left for stores that are not selected to download and stores on the right which are stores that are selected for download (Figure 10).

The stores selected for download indicates that those stores data will be downloaded at the location you selected on the Demographics screen. This allows this store to process customers who were inserted into the system at other stores, using the Offline Utility.

Figure 10

  1. Click “Save” and repeat steps 3 through 6 until all stores are setup.

Offline Download Monitoring Overview

When dealing with multiple locations, monitoring offline data downloads by checking each PC manually can be time consuming and an overall headache. That is why we have reporting in back office to make this task simple. Below we outline the steps to checking offline data downloads.

Offline Reporting

  1. Login to Back office
    1. If you do not have permission via the security template, you will not be able to view offline download reporting.
  2.  Click on the “Reports” tab and then click Offline Utility (Figure 11)

Figure 11

  1. Select the “Download History” tab and enter a date range
  2. Once you have entered a date range, Click “Refresh”. This will populate the box below giving you information regarding when your PC’s are downloading (figure 12). If you do not see a computer or location on the list and they have not updated in the past 1 to 2 days, you may want to check those computers. Refer to the “Offline Download Service” section of this guide.

Figure 12

Troubleshooting

When restarting TServer, why do I receive error messages?

  1. If in the event you receive error messages when trying to restart the TServer, click ok on the errors until they disappear. The TServer will then close. These are typically caused by halting a process in the middle of it running.
  2. You will then be able to start the TServer by clicking on the TServer Icon. The Icon may say “SunLync Timer Server”.
  3. When you click the Icon, you will get an option to start the TServer in “Normal Mode” or “Offline Mode”.
    1. If you are using SunLync, you will select “Normal mode”
    2. If you are using Offline Utility, you will select “Offline Mode”

Why do bed statuses not show in Offline Utility?

  1. Close Offline Utility
  2. Right click on the TServer icon and click Close
  3. Double click the TServer icon on the Desktop (may be called “SunLync Timer Server”).
  4. If you receive a connection error, click No.
  5. You should then get an option to start in Normal Mode or Offline Mode. Select Offline Mode.
  6. Wait for the TServer icon to turn orange and then open the Offline Utility.
  7. You should then be able to send time to equipment.

Why are my bed statuses not updating in SunLync?

  1. If you can send time to beds but the statuses are not updating on the SunLync Floorplan, the TServer could be in Offline Mode.
  2. Look at the TServer icon at the bottom right of your screen; the icon should appear green. If the icon does not have a green dot but rather an orange dot, the TServer is in offline mode.
  3. If the TServer is in offline mode, right click on the TServer icon and click Restart.
  4. When prompted to select “Normal Mode” or “Offline Mode” select “Normal Mode”.
  5. After the TServer initializes, the icon should turn green.
  6. You will then be able to restart SunLync and your bed statuses should update.
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