Troubleshooting

Purpose: To explain how to troubleshoot issues with changes not taking effect in your storefront.   Solution: 1.  Check Admin Panel to verify that your changes are saved.  If it looks as if all of your changes... Read More

Purpose:   Whenever you make changes to your site, it's usually a good idea to flush the cache in NRO. Even though NRO usually shows you a warning at the top of the page to let you know if this needs to be done, there are times when this... Read More

As of the launch date of NRO, NCR Counterpoint does not support fractional (decimal) quantities in its ecommerce import/export functions.  Order that have fractional quantities for any line item will be rejected during import with the error "not... Read More

Purpose: To provide merchants with the default HTML code and default settings for the CMS pages that come as defaults in Magento and the Celebrity theme.  TIP: Only fields that have values will be included in this document. Blank fields... Read More

Purpose: To provide merchants with the default HTML code and settings for the CMS Static Blocks that come as defaults in Magento and the Celebrity theme. TIP:Only fields that have values will be included in this document. Blank fields will not be... Read More

Purpose: To allow double quotation marks to display as " rather than & quot; in the item name fields in your storefront.   Solution: Select Catalog (horizontal top menu) / Attributes / Manage Attributes. Find the Name... Read More

Purpose: To explain why an item flagged for ecommerce isn't appearing in the NRO Storefront.   Solution: Make sure that items are marked as Ecommerce items: Counterpoint – Inventory / Items / [pull up item] / ... Read More

Purpose: To explain how to resolve the error, "Cannot override tax; no authorities."   Solution: The "No authorities" error is a subsequent error (a symptom error) that disappeared once the first error was resolved. Here is a... Read More

Purpose: To explain how to resolve the NCR Counterpoint import error, Cell Value Not Defined.   Solution: Item: 3514JJ Qty: 1 *** Cell value not defined. Dimension 2, sequence number 2 *** This order was rejected for the reasons listed... Read More

Purpose: To explain how to resolve the Counterpoint error, "Error: Ecommerce customers can only be merged if both customers have been permanently activated.   Solution: This just means that both customers must make the round trip from... Read More

Purpose: To explain how to resolve the Counterpoint import error, "ERROR: Item record not found."   Solution: This usually occurs when the gridded item has changed, but the changes weren’t published to NRO before the item was... Read More

Purpose: To explain how resolve the Counterpoint import error, "Error: Must pay the minimum amount due."   Solution: Usually this means that Counterpoint has been configured to expect a minimum deposit amount greater than $0.00. To... Read More

Purpose: To explain the Counterpoint error, "Error: No items to publish."   Solution: This is because the items are not stocked for the specified location. Read More

Purpose: To explain how to resolve the Counterpoint import error, "Error: Non-nullable column cannot be updated to Null (NAM)."   Solution: This error may occur when attempting to import a file from NRO. Note: It's... Read More

Purpose: To explain the meaning of the Counterpoint error, "Error: On-line order number is already on file."   Solution: This error indicates that the exact same order already exists in Counterpoint. Counterpoint will keep you from... Read More

Purpose: To explain the meaning of SEQ_NO>99 error or SEQ_NO>9999   Solution: This problem occurs when ecommerce items are created off of another item for several years. On the database side of Counterpoint is a sequence of numbers... Read More

Purpose: To explain how to resolve the NCR Counterpoint error, "Error: This selection is invalid unless using ecommerce."   Solution: Ecommerce needs to be enabled.  In Counterpoint, this setting can be found by navigating to... Read More

Purpose: To explain how to resolve the Counterpoint import error, "When attempting to import a test order into Counterpoint I receive the following error: Cannot insert the value NULL into column 'AMT', table."   Solution: In... Read More

Purpose: To explain how to resolve the Counterpoint import error, "Error: You must either check Unlimited checks or fill in a value for Max check amt."   Solution: Check that the default ecommerce customer (Setup / Ecommerce / Control ... Read More

Purpose: To explain how to resolve the Counterpoint error, "Error: You must enter a value for Sales tax zone"   Solution: TAX_COD column in the AR_SHIP_ADR table is set to Required='Yes' Your CounterPoint dealer should set it... Read More

Purpose: To identify the field labels for running ecommerce specific SQL scripts.   Solution: The SQL Script Utility that installs with Counterpoint can be used to quickly adjust ecommerce items. There are several related KB articles... Read More

Purpose: This article will help you find the Ecommerce Directory in NCR Counterpoint.  The Ecommerce Directory is the place where order files are dropped off, as well as the place where NCR Counterpoint places the Ecommerce Publish... Read More

Purpose: To explain how UPS, USPS and FedEx rates are calculated in NRO.   Solution: Shipping rates are drawn directly from UPS, FedEx, and USPS web sites, taking various factors into consideration as described below. FedEx... Read More

Purpose: To explain how to tell if the Third Party Shipping methods (UPS, USPS, FedEx) are calculating correctly?   Solution: Here are all the pieces involved with Third Party shipping: Weight of order Origin ZIP code (your... Read More

Purpose: To explain how to resolve ship-via errors when items are set to not charge shipping.   Solution: Make sure your default ecommerce customer (template customer record) has an assigned Ship-Via code. Read More

Purpose: Sometimes a website will appear down to some people, but the site will be up for other people. Running a traceroute will give some perspective to the problem. This article will explain how to run a traceroute and then write the... Read More

Purpose:   This article will help you determine what caused an error in Counterpoint, during import and export.   Solution:   To identify Counterpoint publish errors:  Counterpoint: System / Views / Events Click magnifying... Read More

Purpose: To explain how to login into NRO when the login screen resets after you put in your login credentials.   Solution: Check your Windows date and time settings by going to the time in your taskbar and double left click. On the... Read More

Purpose: To explain how whether or not two web browsers should be open, while working in the NRO Admin Panel.   Solution: To prevent odd behavior or data loss, it's not advisable to open the NRO Admin Panel in multiple... Read More

Purpose: To explain how to troubleshoot common ADT issues.   Solution: If ADT isn't running, then one of these scenarios might be the problem: ADT can't run because there are no free CounterPoint logins (meaning that the... Read More

Purpose: To instruct how to make the Company Name print on the various Counterpoint documents.   Solution:   In CounterPoint, forms control the placement of information on various Counterpoint documents Counterpoint... Read More

Purpose: To troubleshoot why customers aren't receiving order status emails.   Solution: Have you configured NRO to send order status emails?   Each of the order status emails must be turned on and configured under System /... Read More

Purpose: To explain how to resolve the error, Troubleshooting: Error in record number XXX – Customer number not on file   Solution: 90% of the time If you're seeing this error in the Ecommerce Import event log, then it is most likely... Read More

Purpose:   To explain how to merge duplicate customer records.   Solution: Steps to merge duplicate/multiple customer records: NCR Counterpoint Merging customers should be done one at a time until you've successfully merged a... Read More

Purpose:   To explain why changes to the email address aren't appearing online.   Solution:In order to preserve data integrity, the email address cannot be changed within NCR Counterpoint.  Your online customers can change... Read More

Purpose:   This article will provide Troubleshooting as to why items and categories are no longer appearing in your NRO storefront. Solution: If running a Full Replacement, you must publish your full item range. If a range of items... Read More

Purpose:   This article will help troubleshoot why a shopper might experience an empty cart.   Solution:   Check these steps to determine why a shopper's cart may be empty. How long has the shopper had the item in... Read More

Purpose:   This article explains how to resolve the Counterpoint import error, "(WEBxx) Tax Code not on file."   Solution: This very common error may occur during an import to Counterpoint, especially when setting up NRO for the first... Read More

Purpose: This article provides troubleshooting steps to determine why ecommerce items that were published from NCR Counterpoint are not appearing in your online store.   Solution: If your store is set to suppress out-of-stock... Read More

The WYSIWYG Editor in NRO is tinyMCE, but it does not come with Spell Check.   If you are using IE, there is a spell check button, but it requires that you download and install a browser plug-in called ieSpell.   If you are using Chrome,... Read More

Purpose:   To explain how to improve your email server's performance if you allow your customers to Email to a Friend.   Solution: Browse to System (horizontal top menu) > Configuration. Go to the Catalog Section and... Read More

Purpose:   This article suggests reasons why strange characters appear in the HTML long description for an item, after bulk updating the HTML description with DB Import and how to crrect them.   Solution: There are several special... Read More

Purpose:   To define the abbreviations KB, MB and GB.   Solution:  These abbreviations indicate units of measure for digital information, such as file sizes or storage capacities. KB = kilobyte MB = megabyte (1024 KB = 1 MB)... Read More

Purpose: To explain how to resolve I/O error 122 when attempting to perform an ecommerce publish.   Solution: Most likely due to not having enough room on the hard drive. Delete their old publish files (and purge the recycle bin)... Read More

Purpose: To explain the meaning of the Counterpoint error, "[DBNETLIB][ConnectionOpen (Connect()).] SQL Server does not exist or access denied ." Solution: !!! - Error publishing Item (number) [DBNETLIB][ConnectionOpen (Connect()).]SQL Server... Read More