Connectivity and sync issues — Paloma365 Classic (Windows POS)
Paloma365 Classic is the Windows POS application. It keeps selling even without internet: orders are saved on the POS computer and uploaded to the cloud once the connection is back. This is a "symptom → action" guide for lost connectivity, missing dashboard data, and date/time errors.
Overview: the POS works offline
- Sales are not lost when the internet drops — they upload automatically after reconnection. While data is pending, the main screen shows "Amount of bills to sync: …"; the counter disappears when everything is uploaded.
- The POS re-checks the cloud about once a minute and resumes sync on its own.
- When the connection is down, the HTTP / HTTPS indicators turn red: "HTTP lost connection to the cloud" / "HTTPS lost connection to the cloud". You may also see "No internet connection" or "Sync error: …".
- Offline operation is limited. On the 14th day without a connection the POS starts warning: "Program had no access to internet in the last 14 days. Connect the internet!". After 15 days work is blocked — the POS shows "Program had no access to internet in the last 15 days. Connect the internet!" and the program closes. To continue working, restore the internet connection and let the POS sync — don't wait for the block.
Symptom → action
| Symptom | What to do |
|---|---|
| Red "lost connection to the cloud" | Open any website in a browser on this computer. If it fails — restart the router, check cable/Wi-Fi, call your provider. The POS keeps selling. |
| Browser works, POS shows "lost connection" | Wait 1–2 minutes (it re-checks once a minute), then restart the POS. |
| Pending counter not going down | Check the connection and wait — data uploads in batches. |
| Sales missing in the dashboard | Wait a few minutes after reconnection, check the indicators and counter, restart the POS. Still nothing after 15–30 minutes — message us here — a specialist will join. |
| "Please wait, processing sync" | Not an error — wait for sync to finish. |
| "Sync error: …" repeats | Check the internet, restart the POS; if it persists, message us here — a specialist will join with the exact text. |
| "Данные отсутствуют." during a cloud exchange | The server answered with an empty data set — usually temporary. Repeat the sync; if it persists, message us here. |
| "Error while checking connection with an account..." | This is not about the internet: the POS reached the cloud, but the account failed the check. The indicator switches to "no connection" even though websites open in the browser. The POS keeps selling offline. Message us here with the exact text — a specialist will join. |
| POS demands correct date/time and closes | See below. |
| "Lost connection to the database" / a message asking to check the network connection to the computer with the database | This is not about the internet but about the local network: the POS lost the computer that hosts the outlet database. Check that the main computer is on and the network works — see Several registers in one outlet. |
Date and time error
If the Windows clock is wrong, the POS shows "Failed to set the correct system date and time! Set the correct time on your PC or choose the correct timezone in your account settings: Menu -> Points of sale -> Directories -> Point of sale -> Open -> Time zone. Server time: …", opens the Windows date and time settings, and closes.
Correct time is critical: receipts and shifts are recorded with it. If the clock has moved back by more than 5 minutes relative to the last saved order, the POS shows "Current computer time and date is less than last saved order! Check the internet connection!"
Fix: set the correct date, time and time zone in Windows (enable automatic time if possible); if the difference is whole hours, check the trade point's time zone in the dashboard (path from the message); then start the POS again.
Service buttons on the Sync tab
POS settings → Sync tab has service buttons. They fix data problems but can create new ones when used carelessly — run them when support recommends it.
| Button | What it does | Caution |
|---|---|---|
| «Download» | Re-downloads product images from the cloud (available when «Use product images» is on). | Safe, but a big catalog takes time to download. |
| «Full sync» | Fully reloads the reference data ticked in the list from the cloud (double-click ticks everything). | The POS re-downloads data — don't run it mid-shift and don't tick everything without need. |
| «Refresh the structure» | Re-checks and updates the local database structure, then runs a full sync. | Side effect: hotkeys are reset and must be configured again. |
| «Reload the receipt» | Re-uploads one specific closed order to the cloud: enter its closing date and number. | Practically safe; just enter the right date and number. |
These are worth trying (with support) when sales or reference data diverge from the dashboard. Do not touch «Disable sync» or «This PC performs sync» without a specialist — see the FAQ.
Sync log — a diagnostics tool
If a problem repeats and the cause is unclear, support may ask you to enable the sync log: POS settings → Logs tab → tick «Save sync log». The POS then records the details of its cloud exchange, and the log can be viewed on the same tab by date and type. There is no need to keep it on permanently — enable it for the investigation only.
When to message us here — a specialist will join
Write to support if the browser works but the POS shows "lost connection" for over 30 minutes, the pending counter never decreases, or "Sync error: …" repeats after a restart. Provide the account and trade point name, the exact on-screen message (photo is best), what you already checked, and when it started.
FAQ
Will sales be lost if the internet drops mid-shift?
No. Orders are stored locally and uploaded automatically once the connection returns. Nothing needs to be pressed after reconnection — sync resumes on its own.
Is everything available offline?
Regular sales — yes. Some operations need the cloud, e.g. spending a client deposit or selling certificates.
Can I use "Disable sync" in settings?
No — data would stop reaching the dashboard. Change the sync options ("This PC performs sync", "Disable sync", "Full sync") only with a support specialist.