Contacting NCR Support

For assistance with Advanced Store, contact the NCR Advanced Store Support Team. Existing customers can enter a support inquiry through the secure customer portal, NCR @ Your Service™, at https://myncrsso.ncr.com. Log on using the credentials provided by NCR.

When contacting the NCR Support Team, provide the following information for the server and POS terminal(s):

  • Software versions
    • Advanced Store version number
    • Operating system
    • MS SQL Server version number
  • Problem details
    • Date and time the issue occurred
    • Steps to reproduce the problem
    • Expected result
    • Actual result
    • Screenshots, if applicable
  • Log files
    • Application event logs from the machine where the issue occurred
    • APTRA Trace log
    • POS Log Manager file, if applicable
    • Continuous Trace log
    • Fiddler™ trace log
    • Integration Layer (SAIL) log, if the issue is related to the Integration layer
    • Diagnostic files
  • Export files
    • Options export file
    • Exported Logix offer file, if the issue is related to a Logix offer

Application logs

For all reported incidents, create a .zip file of the entire log folder from each server and attach it to the incident report.

Logs are located in the following folders:

  • POS Terminal
    %PROGRAMDATA%\NCR_AMS\Logs
    %PROGRAMDATA%\NCR\AdvancedStore\POS\Parameters
  • Application Server
    %PROGRAMDATA%\NCR\RetailOne\Enterprise\LogFiles
  • Web Server
    %PROGRAMDATA%\NCR\RetailOne\Enterprise\LogFiles\WebApi
  • Messaging Server
    C:\Users\<Windows User for Application Install>\AppData\Roaming\RabbitMQ\log
    %PROGRAMDATA%\NCR\RetailOne\Enterprise\LogFiles
  • Database Server
    • In SQL Server Management Studio, in the Object Explorer pane, under
    Management\SQL Server Logs

APTRA Trace logs

The APTRA Trace is a diagnostics tool installed with the POS Suite. It logs information where the POS issue occurs, which can then be sent to the support team. For more information, refer to Gathering APTRA Trace Logs.

POS Log Manager

When troubleshooting an issue, if there’s no root cause found related to the POS terminal, the issue could be related to a third-party tool. In these cases, the POSLogManager.XML file should be submitted.

The POS Log Manager file is located on the POS terminal in the following folder:

  • For systems with a 32-bit OS: %PROGRAMFILES%\NCR\AdvancedStore\POS\PosLogManager.xml
  • For systems with a 64-bit OS: %PROGRAMFILES(X86)%\NCR\AdvancedStore\POS\PosLogManager.xml

Continuous Trace log

The Continuous Trace log file is located on the POS terminal in the following folder:

  • For systems with a 32-bit OS: %PROGRAMFILES%\NCR\AdvancedStore\POS\POSContinuousTrace.DefaultPosInstance.log
  • For systems with a 64-bit OS: %PROGRAMFILES(X86)%\NCR\AdvancedStore\POS\POSContinuousTrace.DefaultPosInstance.log

Fiddler trace log

Progress® Telerik® Fiddler™ is a third-party web debugging proxy that logs all HTTP(s) traffic between a computer and the Internet. When diagnosing an Advanced Store issue, capture a Fiddler trace and submit the log file.

Integration Layer (SAIL) log

If the issue is related to the Integration Layer (SAIL), submit the SAIL-WebApi.log file. The SAIL log file is located either on the Web (API) Server or the SAIL Server (if applicable) in the following folder:

%PROGRAMDATA%\NCR\RetailOne\Enterprise\LogFiles\WebApi\SAIL-WebApi.log

Diagnostic files

The Advanced Store system supports the use of the Get Diagnostic Files (GDF) script to gather relevant log data and system configuration details from a target system. The GDF script can be run on POS terminals or any of the Enterprise Servers where the issue is encountered. For more information, refer to Get Diagnostic Files (GDF) Utility.

EOM options

Export the current options in Microsoft Excel (.xls) format. For more information, refer to Current Parameter report.

Logix offers

When the POS encounters issues related to the retailer’s promotional offers, such as a wrong calculation or an offer not printing as expected on the receipt, contact the Support Team. When reporting the incident, export the Logix offer file where the issue is found, and attach it to the report.

Note

For assistance in identifying the specific Logix offer causing the issue, consult with an NCR Representative.

For information about exporting the Logix offer file from the Logix server, refer to the “Exporting Offer Files from Offers Page” content in the NCR Advanced Marketing Solution (AMS) Documentation (BCC5–0000–5209) (https://onlinehelp.ncr.com).