QuPOS troubleshooting
Fixes for the problems shops ask us about most: installing, scanners, printers, the licence, SQL Server counters, backups and updates. Messages in grey boxes are exactly what QuPOS shows on screen.
Installing and starting
Windows says "Windows protected your PC" when I run the installer
This is Microsoft Defender SmartScreen. It appears for new installers that are not yet widely downloaded. Check that you downloaded QuPOS-Setup.exe from qupos.in, then click "More info" and "Run anyway".
The installer asks for administrator permission
That is expected. QuPOS installs for all users into C:\Program Files\QuPOS and creates its data folder in C:\ProgramData\QubhaBilling, which needs administrator rights once. After that, QuPOS itself runs as a normal user.
The installer says this version of Windows is not supported
QuPOS needs 64-bit Windows 10 (version 1809 or later) or Windows 11. It does not run on Windows 7, Windows 8 or 32-bit Windows. Run Windows Update to bring Windows 10 up to date.
QuPOS says "WebView2 Runtime required" and closes
WebView2 Runtime required
QuPOS shows its screens with Microsoft Edge WebView2. The installer adds it automatically, but it can be missing if it was removed or blocked. Click OK, download the "Evergreen Bootstrapper" from the Microsoft page that opens, install it, then start QuPOS again.
QuPOS says it "could not start its local server"
QuPOS could not start its local server.
Restart the PC and open QuPOS again. If it still fails, an antivirus may be blocking it: add C:\Program Files\QuPOS to the antivirus exceptions. Send us the log file named in the message (in C:\ProgramData\QubhaBilling\Logs) on WhatsApp and we will check it.
Nothing happens when I open QuPOS a second time
QuPOS runs only once per PC. Opening it again brings the window that is already running to the front. Check the taskbar for a minimised QuPOS window.
Barcode scanner
Scanning does nothing, or the code appears but the item is not added
QuPOS adds the item when the scanner sends Enter after the code. Open Notepad and scan: if the cursor does not move to a new line, scan the "Add Enter / CR suffix" code in your scanner's manual. Also make sure the cursor is in the scan box of the billing screen.
It says "No item found" when I scan
No item found for '…'.
No item has that barcode yet. Open Items, find the product and type or scan the barcode into its Barcode box, or add it as a new item. For weighing-scale labels, check that the prefix and digit counts in Settings → Billing match the scale.
Scanned codes come out with wrong letters or symbols
The scanner's keyboard language does not match Windows. Set the scanner to US English (most manuals have a setup barcode for it), or set Windows to the same keyboard layout as the scanner.
Items are added twice from one scan
Turn off continuous or auto-sense mode on the scanner, or lower its re-read delay. Tip: type 3* before a scan (for example 3*8901234567890) to add 3 at once.
Printing bills and labels
It says the printer "is not available"
Printer '…' is not available.
Windows cannot reach the printer QuPOS was told to use. Check that the printer is switched on, connected and has paper, then print a Windows test page from Settings → Bluetooth & devices → Printers. If the printer was renamed or reinstalled, pick it again in Settings → Printing in QuPOS.
It says "Printing failed"
Printing failed. Check the printer and try again.
Open the printer's queue in Windows and clear any stuck documents, switch the printer off and on, and try again. If a Windows test page also fails, reinstall the printer driver from the manufacturer.
The bill prints but the right side is cut off, or it is too small
The paper size in the printer driver does not match the roll. In Windows printer preferences set 80 mm (or 72 mm printable) for 3-inch rolls, or 58 mm for 2-inch rolls, and choose the matching bill format in Settings → Printing.
Bills do not print automatically when I press F9
In Settings → Printing (this PC), turn on "Print automatically when a bill is saved", choose your thermal printer instead of "Windows default", and use Test print. These settings are per PC, so set them on every counter.
Barcode labels print across two labels, or drift down the roll
Set the exact label size and gap in the label printer's Windows driver and run the printer's label calibration. Then choose the same label size in QuPOS.
Trial and licence
Billing is locked after the free trial
Your free trial has ended. Activate a lifetime licence to continue billing.
After the 30-day trial QuPOS becomes read-only until you activate a licence. Your data is safe: reports, viewing bills and backups keep working. Buy the lifetime licence, enter the key in Licence & Updates, and billing unlocks immediately with all your data.
It says "This licence key is not valid"
This licence key is not valid.
Part of the key is missing or changed. Copy the whole key exactly as we sent it, with no extra spaces or line breaks, and paste it again. If it still fails, send us a screenshot on WhatsApp.
It says the key was issued for a different Machine ID
This key was issued for Machine ID …, but this PC's Machine ID is ….
A licence works on one PC. This happens when the key is used on another PC, or after Windows was reinstalled (which changes the Machine ID). Send us both Machine IDs shown in the message on WhatsApp and we will help as per the licence terms.
It says the PC clock looks wrong
Check the PC date & time
The Windows date was moved back in time. Set the correct date, time and time zone (Settings → Time & language → turn on "Set time automatically"), then restart QuPOS.
Multiple counters and SQL Server
A counter says "Cannot reach the database"
Cannot reach the database.
The counter cannot reach the PC that holds SQL Server. Check that the server PC is switched on and on the same network, and that the SQL Server service is running there. If it worked before, the server PC's IP address may have changed: reserve a fixed IP for it in your router.
Test connection fails when connecting a counter to SQL Server
On the server PC: enable TCP/IP in SQL Server Configuration Manager and restart the service, start SQL Server Browser for a named instance such as SQLEXPRESS, and allow TCP 1433 and UDP 1434 in Windows Defender Firewall. On the counter, enter the server as IP\INSTANCE (for example 192.168.1.10\SQLEXPRESS).
It says the database is empty when I connect a second counter
That database is empty. Use 'Copy my data' to move this shop into it.
The first counter is still using the database on its own PC. On the first counter, open Settings → Database → Switch database and choose "Copy my data" to move the shop into SQL Server. Then connect the other counters to the same server and database.
Backup, updates and moving to a new PC
Where is my data and where are the backups?
With the built-in database, data is in C:\ProgramData\QubhaBilling\Data. Automatic daily backups (kept for 30 days) are in C:\ProgramData\QubhaBilling\Backups unless you chose another folder in Settings → Backup. Point it at a USB drive or a Google Drive or OneDrive folder so a copy leaves the PC.
Will uninstalling or reinstalling QuPOS delete my data?
No. Uninstalling removes the program only. Your data, backups and licence stay in C:\ProgramData\QubhaBilling and are used again when you reinstall.
Check for updates says it could not reach the update server
Could not reach the update server.
Updates need internet; billing does not. Connect the PC to the internet and try again, or download the latest installer from qupos.in/download and run it over the existing installation. Your data is kept.
It says the downloaded update is damaged
The downloaded update is damaged (checksum mismatch).
The download was cut off or changed on the way. Click Update again. On an unreliable connection, download the installer from the website instead.
How do I move QuPOS to a new PC?
Take a backup on the old PC (Settings → Backup), copy the .qbk file to the new PC, install QuPOS there and restore the backup. The licence is tied to the PC, so message us on WhatsApp about moving it.
C:\ProgramData\QubhaBilling\Logs help us find the cause quickly.Start billing today
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