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[DBNETLIB][ConnectionOpen (Connect()).] SQL Server does not exist or access denied
Added on Wed, Sep 19, 2012
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
After Changing Only X Threshold Items Are Missing From Site
Added on Wed, Sep 28, 2016
Summary: Occasionally, after changing the "Only X left Threshold" under System / Configuration / Inventory / Stock Options items may no longer appear on the storefront. Solution: To fix this issue, Go to System / Index Management.... Read More
Pricing returned NULL for dimension
Added on Tue, Jun 28, 2016
Summary: When importing an order into Counterpoint the below error may occur: "(TSPrice.FixGridDim) Pricing returned NULL for dimension #X even though this dimension is used. This should not happen." Solution: The source of this... Read More
Error: Sales rep not on file
Added on Wed, Apr 20, 2016
Summary: Error:  Sales rep not on file.  This error indicates that the Ecommerce Template customer record in Counterpoint has a Sales Rep assigned to it, but that User record has been deleted.  Counterpoint will not be able to... Read More
Unable to enter value into Zip Code or Qty fields on Cart page
Added on Tue, Aug 4, 2015
Summary: When obtaining a shipping quote or adjusting the Qty fields in the Cart, entered values are not shown. This is an issue affecting customers running the responsive theme. The values typed in are there they are just not visible. ... Read More
Removing unused or disabled categories
Added on Wed, Sep 16, 2015
Summary: Perhaps you removed a few categories from NCR Counterpoint that you no longer needed or completely changed your layout and created a whole new category structure.  No matter the reason, having too many disabled or unused categories can... Read More
Error: No items to publish
Added on Fri, Sep 21, 2012
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
Error: Must pay the minimum amount due
Added on Wed, Sep 19, 2012
  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
Double Quotation Marks Display as & quot; in the Item Name
Added on Wed, Jun 13, 2012
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
Error: On-line order number is already on file
Added on Fri, Sep 21, 2012
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
Error: This selection is invalid unless using ecommerce.
Added on Wed, Sep 19, 2012
  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 NCR Counterpoint, this setting can be found by navigating to... Read More
Troubleshooting - Customer number not on file
Added on Tue, May 29, 2012
Overview: To explain how to resolve the error, Troubleshooting: Error in record number XXX – Customer number not on file.     Troubleshooting 90% of the time If you're seeing this error in the Ecommerce Import event... Read More
Error: Cannot override tax; no authorities
Added on Wed, Sep 19, 2012
  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
Field labels for SQL scripting
Added on Wed, Sep 19, 2012
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
Unable to download orders, NCR Counterpoint is not configured for Secure Pay
Added on Wed, Oct 14, 2015
Summary: When logging into the NRO Admin Panel the message "Unable to download orders, NCR Counterpoint is not configured for Securepay" is displayed. Solution:   This message indicates that the Integration Agent is not able to... Read More
Counterpoint / NRO Data Files In the Ecommerce Directory
Added on Thu, Dec 3, 2015
Summary: This help article will discuss purpose of the different files that live in the ecommerce directory on the Counterpoint server. Information: The ecommerce directory is the middle-man storage location for data moving between... Read More
Changes not Showing in NRO Store
Added on Mon, Jun 11, 2012
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
Troubleshooting: Import to NRO Not Working
Added on Tue, May 29, 2012
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
Using Spell Check
Added on Thu, May 24, 2012
The WYSIWYG Editor in NRO is tinyMCE, but it does not come with Spell Check.   If you are using Internet Explorer, there is a spell check button, but it requires that you download and install a browser plug-in called ieSpell.   If you are... Read More
Error: You must enter a value for Sales tax zone
Added on Wed, Sep 19, 2012
  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
Troubleshooting: Customers are not receiving status emails
Added on Fri, Jul 6, 2012
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... Read More
Orders missing in Counterpoint
Added on Tue, Apr 5, 2016
Summary: When I go to process orders in Counterpoint, I have orders missing. Solution: When a merchant needs to troubleshoot missing orders, we first must determine the reason the orders are missing.  Typically, orders are... Read More
ERROR: Item record not found
Added on Wed, Sep 19, 2012
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
Error: NXT_EC_ORD_SEQ_OFFSET
Added on Wed, Nov 20, 2013
This article will explain how to resolve the NXT_EC_ORD_SEQ_OFFSET error. In NCR Counterpoint, navigate to Setup / Point of Sale / Stores. On the Tickets-3 tab- remove the check marks from the first two options in the highlighted settings. ... Read More
Error: Ecommerce customers can only be merged if both customers have been permanently activated
Added on Wed, Sep 19, 2012
  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
Decimal Quantities for Items in NRO
Added on Sat, May 26, 2012
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
The remote name could not be resolved message during importing or publish
Added on Tue, Sep 8, 2015
Summary: When using ADT to Publish Ecommerce data and Import orders, the message "Error: The remote name could not be resolved: 'ftp.nrostores.com'". This can also happen when doing a manual publish if the Publish and Send button is... Read More
Troubleshooting: Company Name Not Appearing on Counterpoint Picking Tickets and Receipts
Added on Tue, May 29, 2012
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
Finding the Ecommerce Directory
Added on Tue, May 29, 2012
  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
Troubleshooting: Tax Code Not On File
Added on Mon, Jun 11, 2012
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
How to find and reimport orders once you have received an error from Counterpoint
Added on Tue, Apr 12, 2016
Solution: You have either manually or allowed ADT to import orders from NRO and you notice that one is missing or you saw the import report that said an order was rejected. This article will explain how to find the order, the error that... Read More
Changes in Store Admin Panel not Taking Effect in Storefront
Added on Wed, Jun 20, 2012
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
Logging into NRO just Resets Login Screen
Added on Thu, Jul 19, 2012
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
How can I tell if my Third Party Shipping method is calculating correctly?
Added on Wed, Sep 19, 2012
  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
Error: Non-nullable column cannot be updated to Null (NAM)
Added on Wed, Sep 19, 2012
  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
Ways to Improve Email Server Performance
Added on Mon, May 21, 2012
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
Troubleshooting: I’ve Changed the Customer’s Email Address in NCR Counterpoint, but the Change Is Not Showing Up Online
Added on Tue, May 29, 2012
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
How to resolve ship-via errors when items are set to not charge shipping?
Added on Wed, Sep 19, 2012
  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
Error: You must either check Unlimited checks or fill in a value for Max check amt
Added on Wed, Sep 19, 2012
  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
Error: SEQ_NO>99 error or SEQ_NO>9999
Added on Wed, Sep 19, 2012
  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
Troubleshooting: How do I merge duplicate/multiple customer records?
Added on Tue, May 29, 2012
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
Should I open the NRO Admin Panel in two browser windows at one time?
Added on Wed, Sep 19, 2012
  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
Troubleshooting: Why Aren’t Ecommerce Items Published from NCR Counterpoint Displaying Online?
Added on Fri, May 18, 2012
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
Error: When attempting to import a test order into Counterpoint I receive the following error: Cannot insert the value NULL into column ’AMT’, table
Added on Wed, Sep 19, 2012
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
Default NRO CMS Static Blocks
Added on Fri, Oct 5, 2012
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
Which ports must remain open for the Integration Agent, NCR Secure Pay and ADT to function?
Added on Tue, Aug 26, 2014
The Integration Agent provides item, customer and order information to NCR Retail Online. It also transfers orders from NCR Retail Online to NCR Counterpoint's CPOnline directory.  NCR Secure Pay is the payment gateway for ecommerce... Read More
How are Third-Party Shipping rates (UPS, FedEx, USPS) calculated?
Added on Wed, Sep 19, 2012
  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
Troubleshooting: My shoppers can’t add any items to their cart.
Added on Wed, May 30, 2012
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
Weird characters upon importing item long descriptions into NCR Counterpoint
Added on Mon, May 21, 2012
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 correct them.   Solution: There are several special... Read More
What do the abbreviations KB, MB, and GB mean?
Added on Mon, Jun 11, 2012
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
Default NRO CMS Pages
Added on Fri, Oct 5, 2012
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
How to Run a Traceroute and Write the Results to File
Added on Wed, Aug 8, 2012
  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
Troubleshooting ADT
Added on Sun, Sep 30, 2012
Overview: To explain how to troubleshoot common ADT issues.   Table of Contents 1. Troubleshooting Scenarios 2. Finding the ADT Log File 3. Resolving Errors a. Issue 1, No Counterpoint Logins b. Issue 2, Computer not Accessible ... Read More
Ecommerce items not showing up online
Added on Wed, Sep 19, 2012
  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
When publishing, I/O Error 112 occurs
Added on Wed, Sep 19, 2012
  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