Frequently asked questions¶
Quick solutions to the most commonly encountered problems. (Complete this as real questions come in from clients.)
Authentication¶
I forgot my password / my account is locked
Contact your administrator for a reset. After several failed attempts, the account may be temporarily locked — wait a few minutes.
Scanning¶
The barcode won't scan
- Make sure you are scanning the correct code (the product code, not the shipping one).
- Clean the scanner lens and try again.
- Search for the product manually by name / internal code.
The application says the product doesn't exist
The product may not be synchronized from the ERP, or the scanned code is wrong. Notify your supervisor; do not make up codes.
Stock and orders¶
The displayed stock doesn't match the physical stock
Run an inventory on the relevant location. Differences remain for the supervisor to verify.
The order is stuck waiting for supply
This means there isn't enough available stock for reservation. Check the stock and, if needed, receive goods or make a transfer.
Technical¶
The application is slow / won't load
- Check the terminal's network/internet connection.
- Reload the page (in the web interface).
- If it persists, note the time and the screen and notify Planograma support.
Didn't find your answer? Contact the Planograma support team, with a description of the problem and, if possible, a screenshot.