You are here

Troubleshooting End of Day Wizard Problems

Subscribe to Syndicate
This page describes what to do if trying to solve end of day problems that prevent posting to the General Ledger. If any one of the steps in this section below does not fix the out-of-balance problem, try the next step or the other sections

Also, note the 'Create Sales Entries' process in the End of Day wizard actually takes two passes at checking for an imbalance. If your venue is not busy, this will handle most end of day issues automatically. However, if it does not -AND- you are having an extra busy day, then re-running the 'Create Sales Entries' can catch any sales that straggle in and counts them.

Problem

Action

You received a deposit in process message when attempting to use the End of Day:
  • Refer to resetting end of day in Company Preferences to reset all end of day settings (Normal approach), or
  • You can reset the 'deposit status' for the specific merchant account in merchant setup (This avoids resetting all merchant accounts and the overall EOD in progress setting).
Matching a deposit to your Merchant Account: Please refer to solving Merchant Account Imbalance.
Making the end of day balance go to zero so you can post: Please refer to correcting an imbalance to resolve the problem.
You receive a message indicating that there are orders currently being sold: Some orders may currently be in the process of having tickets sold to them or taking payments. You might need to
  • clear orders currently being sold for older orders to get End of Day to balance.
  • New orders - you may have to wait till the box office finishes with the customer.
  • At the very least, look at the BALANCE on each order as you will likely be out of balance by that amount in end of day -- at least till the order is completed or cancelled.
The inability to post to the general ledger after balancing: Please refer to cannot post to the General Ledger
If the payments can not be seen in the deposit process window:
  • The merchant account has been de-actived, or
  • The workstation does not have internet access, or
  • When the workstation started Theatre Manager, it didn't get a valid 'internet available' response. In this case, you will need to quit Theatre Manager and start it back up again to have the 'internet available' flag reset within that workstation's session.
You just ran the first End of Day after Year End Rollover and found an issue Please refer to End of Day Imbalance after Year End Rollover