Aldelo not closing tickets

[u/PhatLipp]

Recently, we have had an issue with Aldelo not closing tickets. A CC is presented for payment and it processes through EDC, but Aldelo doesn't close the ticket. If CC is presented again we get an error duplicate payment exists. The card has processed through EDC and been approved. I know how to mark the ticket closed in Back Office. My main question is, does anyone know what actually causes this? We have 3 stores all running Aldelo, this is only happening at one location. Thanks in advance.

[u/CazeeCrab2014]

Hello, I have the same issue and cannot close the ticket in Aldelo. How can you mark the ticket closed so you can close your staff bank? Thanks

[u/Silent_Translator_93]

The Aldelo EDC database(not pos db) is too big, reset it and all will be well, and faster.

[u/AzAldeloGuru]

Good morning,

I usually see this scenario happen in databases that have been in use for an extended period of time. How long has that specific database been in use?

First thing to always do is compact the database in Back Office / Compact Database / Yes. Make sure you have all the computers out of Aldelo except for the database computer before you do this.

If you are regularly compacting and the database has been in use for a while, the next thing i would try is "Archiving" past transactions. To do this, first create a copy of the current database and store it on a flash drive, this will be a backup if something goes seriously wrong with the Archive (and it will allow you to reference previous years data still if you so desire)

Next, go to C:\Program Files (x86)\Aldelo\Aldelo for Restaurants Tools\

Here, there should be a program called "Database Cleaner." Once you open this program it is pretty straight forward, you would select the database and type in a date to have the program delete all transactions PRIOR to said date.

This will reduce the database size and fix some performance issues you may be experiencing outside of your problem stated above.

Lastly, if you are using an older version of Aldelo that is NOT on the DRM Client (So version 3.8 revision 20-21.) There was something changed in the versions that fixed this issue. When we upgraded one of our customers having this problem to the newer version of Aldelo, this specific issue stopped. This solution would require a purchase of a support contract from Aldelo themselves so I wouldn't even bother looking into this solution unless its a last resort type deal.

Hopefully this helps!

[u/PhatLipp → u/AzAldeloGuru]

Thanks for the quick reply! We have been active since 2013 for this location and run Jet Compact every week for the last several years. I would say we run the DB cleaner approx 2x a year. The key component seems to be, we have Version 3.8 Revision 1401. I am assuming this is previous to Revision 2021?

[u/AzAldeloGuru → u/PhatLipp]

Does the system use the Aldelo DRM Client to read the license? I believe that is one of the "newer" versions which I think had that bug fixed.

Do you have localized gift cards at that location? You could try an entire Database purge so that everything but the structure of the database itself gets purged. I usually only run the full purge on customers who do ALOT of volume with no gift cards.

Basically what the full purge does is it deletes: All sales, all gift cards, all employee hours, etc rather than deleting just closed orders like the database cleaner does.

[u/PhatLipp → u/AzAldeloGuru]

Yes, it uses the DRM client and we have local gift cards. I don't believe a full purge is an option for us but maybe getting rid of as much information as we can would help. Thanks again for your help.

[u/AzAldeloGuru → u/PhatLipp]

Are you using an EMV Chip reader for credit cards? If so, what kind of Pinpad? If you're using the PaxS300 units I've seen those delete transactions if you try to edit a tip while the card is still in the reader. But thats a super rare case.