Purpose:

The purpose of this document is to assist in level 1 Y2 troubleshooting so that our consultants have as much information as possible to start work on any logged issue.

This document is intended for new Y2 users or support helpdesk users for new Y2 solutions.

Definitions:

  • BO:         Back Office environment
  • FO:          Front Office environment
  • Prod:      Y2 server used for production environment
  • Test:       Y2 server used for testing

 

 

Checklist for troubleshooting:

  1. Who is this happening to?
    • Sales Assistant code
    • Store
  2. Is it happening for all users?
  3. Is it happening to multiple stores (if applicable)?
  4. Which environment is this happening in? Prod or Test?
  5. Is it a FO or BO issue?
  6. Are you able to replicate it yourself in Test?
  7. Is it a data, configuration or process related issue?
    1. Data: is the data in Y2 correct and what the user is expecting?
    2. Configuration: Has there been a configuration that isn’t working correctly?
    3. Process: has the user followed the correct business processes? Or are they deviating to get this issue?
  8. Providing screenshot (either through replication or ask user to supply one) 
  9. Check the Event Log
  10. Check the Y2 log files and supply if applicable
  11. Present this information in an email to GOC support support@gocretail.com

 

Stores/Users affected

Identify which stores are affected. Is it more than one? Do other stores report the same issues?

Same thing for salespeople/ users. Are multiple users experiencing the same issue? Call or email your stores to make sure.

Replicability

Following the steps given by either a store member or admin etc. are you able to reproduce the error yourself?

If you can, screenshotting the steps taken or writing the steps down can help us as well.

Data, configuration or process related issue

Are the issues classified as one of the following types of issues?

Data: The data in Y2 is incorrect or not displaying properly. Example:

  • The inventory of an item is incorrect
  • Item data is incorrect
  • Item pricing is incorrect etc.

Configuration: Does the issue relate to something being set up incorrectly? Example: 

  • A receipts layout is incorrect

Process: Does the issue relate to the user followed the business process incorrectly? Has the user deviated from this process in order to get this issue? Example:

  • Git cards not showing up as they were created not according to the correct business processes

Environment details

Are the issues occurring in FO or BO? 

Front office:

  • Sales/ transacting issues
  • Payment issues
  • Receipt printing issue etc.

Back office:

  • Inventory movement issue
  • Reporting issue
  • Scheduled tasks not producing data

Is it happening in both Production and Test servers?

Supplying a Screenshot

Windows key + Shift + S

Snipping tool

Tips for screenshots:

  • Include full screen
  • If referencing specific items or receipts etc. highlight these in image
  • If you cannot get fullscreen screenshot, mention where you are looking


Graphical user interface, table Description automatically generated

Areas to highlight in addition to the full screen when screenshotting:

  • Bottom left corner includes user information and register information



  • Top left corner; includes the environment details & current tab


  • Left hand sidebar helps make sure we can investigate the correct area

Graphical user interface, text, application Description automatically generated

Cegid Life

Cegid Life is the ticket logging service we use to get in touch with Cegid for issues we require additional support or escalation.

Useful for issues such as:

  • Application bugs/ errors
  • Product questions/ inquiries
  • Issues we need additional resources to diagnose

Event Log 

Checking the event log is the most useful for issues regarding importing or exporting data, as well as checking the outcome of a scheduled task.

It can be found here:

BO->Admin->Event Log->Query of event log

Graphical user interface, text, application Description automatically generated



Graphical user interface, application, table Description automatically generated

From here you can filter by:

  • Date
  • Processed file containing (Exports and Imports)
  • Store
  • User
  • And more...

Y2 Log files

Investigating the Y2 log files is useful for issues relating to:

  • System errors
  • Connection issues
  • Runtime errors
  • Environment errors

System logs for FO can be found here by default: C:\ProgramData\Cegid\eFOS5

You are looking for the file named “eFOS5_SC”

System logs for BO can be found here by default: C:\ProgramData\Cegid\eBOS5

You are looking for the file named “eBOS5_SC”

 

Verbose logging

Allows for more detailed system logs, however, can slow down system while active, so it’s best to only use for short periods of time.

Link to verbose logging guide here: How to enable Verbose logging in Cegid Y2 FO/BO