Step-by-Step Process
Confirm you have an active internet connection
To check your internet connection: Open a web browser and sign into your account at go.skupos.com.
Can’t access the website? Please contact your Internet Service Provider for further assistance.
2. Check to see if your store is disconnected
Log into your Skupos Dashboard.
If your store is disconnected, you can tell by the numbers to the right.
In the example below 21 of the 22 stores are online.
Or 1 store is offline.
If any of your sites are offline, keep reading this article.
3. Reboot your back-office Computer
Why? Sometimes, external factors can interrupt our software - a simple reboot can often bring our software back online.
4. Verify Transaction Journal Exports (PJR Files) exist
I am only using Radiant Site Manager (RSM):
Open File Explorer and enter your Radiant Site Controller’s IP address in the address bar
Example: \\192.168.1.35
Open the "NAXMLExportFiles" folder
Verify that NAXML-POSJournal_Closed*.xml files exist
You might be prompted for a username and password, if so, enter the below:
Username: Obtain from your NCR support vendor
Password: Obtain from your NCR support vendor
I am using third-party back-office software:
Reach out to your third party back-office software provider to locate your transaction journal reports, or, alternatively, search C:\ for NAXML-POSJournal_Closed*.xml
If you see PJR files start to display in the search results, right-click on any PJR file and select "Open File Location"
What if I am unable to find NAXML-POSJournal files?
Contact your back-office software provider for assistance.
5. Open the Skupos Sync application and log in
Open the application by clicking on the Skupos Sync icon on your desktop or by searching for Skupos Sync in your taskbar.
Using your Skupos login credentials, log into Skupos Sync and select the store that is disconnected.
Select the store that is disconnected
Choose NCR from the dropdown, and confirm that the IP address shown in Skupos Sync is the same IP address shown in the XML Gateway in File Explorer, which you identified in Step 3
What if I have a third-party back-office software?
Ignore the IP address and instead click on "Show Advanced Settings" and then select "Custom Outbox".
Navigate to the folder where the NAXML-POSJournal_Closed*.xml files are located
Click "Folder" and the "Save"
On the popup that appears, click "I Understand"
6. Finish reconnecting your store
After you successfully entered all of this information, a message will pop up that reads “You’re All Set!”
This means that you have reconnected your NCR to Skupos.
7. Confirm that Your Store is Online
To confirm that your store is connected, go to your Skupos dashboard.
If your store is back online, there you will see that all the stores are online based on the number of stores online.
8. Next Steps
If all your stores are online, Congrats! You are back online.
If some of your stores are offline, please reach out to Skupos Support for additional help with troubleshooting.
💡 Tip! If you've recently reconnected and are now online, and it's been over 7 days since your last connection, don't forget to reach out to Skupos Support.
This will ensure your store's eligibility for Altria monthly payments, and our support can assist you in maintaining it.
POS provider | Can Skupos re-submit a file? | How many days back? | Additional Information |
NCR | Yes | 7 | Unless you archive data yourself or request the data to be regenerated by your POS support vendor (i.e. RDS), we are limited to this amount. |
Frequently Asked Questions
Are these steps different, depending on your point-of-sale provider?
Are these steps different, depending on your point-of-sale provider?
Yes!
What if my point of sale or POS system is another provider? Don’t worry, we can help you out!
What if my point of sale or POS system is another provider? Don’t worry, we can help you out!
If your POS is Verifone, click here for detailed instructions.
If your POS is Clover, click here for detailed instructions.
Please note that as of 1/1/25 PDI will no longer provide support for Clover. Click here for more information.
If your POS is Gilbarco Veeder-Root, click here for detailed instructions.
Can I switch to Cloud Sync?
Can I switch to Cloud Sync?
I’ve heard that has less downtime and fewer instances of disconnection. Which leads to retailers making more money.
Yes, free of charge!
If you have Paysafe, Cybera 325, Mako, you qualify!*
*Sunoco sites with Mako and Exxon sites are currently not supported for Cloud
To learn how to kick-start the process simply reach out to our support team.