Troubleshooting: "Package not found" error in the Register - Dutchie POS
This article will help you understand and correct "Package not found" errors in Dutchie POS.
When a user scans an item to add it to a cart, Dutchie POS checks a cached database table populated with all active packages found in Metrc on your license. We call this the package cache.
If the package ID isn’t found in the package cache, Dutchie POS then makes a real-time API call to Metrc to double-check if the package exists. If it’s not found in Metrc, the Register shows the error message “Package [packageID] Not Found”.
There are a few routes to prevent or resolve this error, depending on the exact cause of the error:
Verify the Package ID and External Package ID
Some customers use different identifiers for scanning at the point of sale and Metrc reporting. In this case, the Package ID is used for scanning, and the External Package ID is used for reporting to Metrc.
If your store does use the External Package ID field:
- Verify that the ID on the barcode label matches the item’s Package ID in the Backoffice.
- Verify that the External Package ID field in the Backoffice matches the item’s Package ID in Metrc.
Other customers use the same identifier for scanning at the point of sale and Metrc reporting. In this case, the Package ID serves both purposes and the External Package ID field is either left blank or hidden.
If your store does not use the External Package ID field in the Backoffice, make sure the following are an exact match:
- The ID on the barcode label.
- The item’s Package ID in the Backoffice under Products Inventory.
- The item’s Package ID in Metrc.
Make sure the package is in a Sales Floor room
If a budtender scans a product into a cart for checkout, the product must be in a room that allows inventory to appear in the Register (i.e., a room that is marked as a Sales Floor) and matches a salesroom in Metrc. See Manage inventory records in Rooms and Subrooms.
Troubleshoot the scanner and barcode label
The Package ID field in the Backoffice must match what is on the barcode label for scanners to pick it up. The “Package not found” error may come up if an item is mislabeled or if the Package ID field in the Backoffice no longer matches the barcode label.
You can test a barcode by scanning it with a scanner set to keyboard mode and an open text document or with a barcode scanner app on your phone.
Alternatively, reach out to Dutchie Support with the following details:
- The brand and model of your scanner.
- If you’re scanning a barcode label that you printed in-house, or are you scanning a manufacturer’s barcode? Include a photo for the barcode you’re trying to scan.