FAQ & Troubleshooting

Find answers to common questions and solutions to typical problems.

Frequently Asked Questions

General

Q: What browsers are supported?

A: ACE Report Center works with all modern browsers: Chrome, Firefox, Edge, and Safari. We recommend keeping your browser updated for the best experience.

Q: Can I access ACE Reports from my phone?

A: Yes! The interface is mobile-friendly. You can view reports and check store status from any device with a web browser.

Q: How long are reports stored?

A: By default, reports are stored for 14 days. Extended retention (30, 60, or 90 days) may be available depending on your plan. Contact your administrator to confirm.

Reports

Q: Why is my report empty or showing 0 pages?

A: This usually means there was no data for the selected time period. For example, if you request a "Current Short" report before any transactions have occurred today, the report will be empty. Try selecting "Previous Short" for yesterday's data.

Q: What's the difference between "Short" and "Long" periods?

A:

Q: Why doesn't "Current Long" include today's data?

A: That's how ACE accounting periods work. The long period accumulates daily totals after each close. Today's data hasn't been closed yet, so it's only in the "Current Short" period.

Q: Can I get data from a specific date in the past?

A: ACE only maintains current and previous periods. For historical data beyond that, you would need to have run reports at the time and saved them.

Stores & Connectivity

Q: Why is my store showing as offline?

A: Common causes:

Q: How often does the store check in?

A: Every 30 seconds. If a store misses several check-ins, it's marked as offline.

Q: Can I still request reports from an offline store?

A: Yes, but the report will stay "pending" in the queue until the store comes online. Once connected, it will process the waiting reports.

Troubleshooting

Reports Not Completing

Problem: A report has been "pending" for a long time.

Solution:

  1. Check if the store is online on the Dashboard
  2. If offline, the report will wait until the store connects
  3. If online but still pending, try refreshing the page
  4. If it persists, cancel the report and try again

Problem: A report failed with an error.

Solution:

  1. Check the error message for details
  2. Common errors:
    • "No data for period" - Try a different time period
    • "Connection timeout" - Store may have lost connection; try again
    • "ACE error" - Issue with ACE at the store; contact support
  3. Try requesting the report again

Login Issues

Problem: I can't log in.

Solution:

  1. Make sure you're using the correct email address
  2. Check that Caps Lock isn't on when typing your password
  3. Try resetting your password (contact your administrator)
  4. If your account is deactivated, you'll need an admin to reactivate it

Problem: I keep getting logged out.

Solution:

  1. Sessions expire after a period of inactivity for security
  2. Make sure your browser accepts cookies
  3. Try clearing your browser cache and cookies
  4. If the problem persists, contact support

Display Issues

Problem: Report shows "No Content Available".

Solution:

  1. Wait a moment and refresh - the report may still be loading
  2. Try downloading the report as a file to verify content exists
  3. If the download works, it's a display issue - try a different browser
  4. If download also fails, the report may have encountered an error

Problem: Page isn't loading correctly.

Solution:

  1. Try refreshing the page (F5 or Ctrl+R)
  2. Clear your browser cache
  3. Try a different browser
  4. Check your internet connection

Getting Help

If you've tried the troubleshooting steps and still need assistance:

Contact Your Administrator

Your system administrator can help with:

Contact Support

For technical issues beyond your administrator's scope:

When contacting support, please include: