Last update: January 15, 2025.

This article will help you understand why you received an error code when using Dutchie POS.

 

Things to know

Error codes are listed word-for-word in alphabetical order. To find an error code, you can bring up a search box using Control+F or Command+F on your computer keyboard.

Note: We are adding error codes over time. We update this page periodically to reflect additional error codes. If you don't find your error message here, leave feedback at the bottom of this article, and we will add it during our next update.

 

Dutchie POS error code reasons and solutions

Error message What causes it How to resolve it

[{"row":0, "message": Package [insert package number] cannot be Finished because it's not empty."}]


 

Error Finishing Packages

Metrc-integrated markets only. 


 

This error message appears when a user attempts to finish a package with zero quantity in Dutchie POS and more than zero quantity in Metrc.

 Ensure the package is empty in Metrc before finishing.
A connection was successfully established with the server, but then an error occured during the login process. (provider: TCP Provider, error: 0 - success) This is a database connection error saying “success” which could potentially indicate an unusual outage. Contact the Dutchie Customer Support team to investigate and resolve.
Adding this item to the cart would exceed customer's allotment for All Categories by [amount] Items in the cart exceed the customer’s allotment.

Remove items until the cart is within the customer’s allotment.


 

If you believe the cart does not exceed the customer’s allotment:


 

Verify the Grams/concentration values for each item in the cart.


 

Verify your purchase limits configuration in Backoffice (if configured and not connected to a traceability system) or in your traceability system.


 

Contact the Dutchie Customer Support team if you are unable to resolve this.
Address is Invalid

The address on a customer profile can’t be verified for delivery. 


 

This error could also appear when attempting to create a new customer profile after the customer's ID was scanned in the POS.

 Manually enter the address into Google Maps to see if it matches any known address. There may be an entry error such as a wrong or missing zip code, missing directional in the street address, incorrect street number, etc.
An error occurred while adjusting allotment This error message occurred when attempting to adjust the customer’s available allotment by a large number. Attempt to submit a smaller allotment. If this does not work, or you need to submit a larger allotment, contact the Dutchie  Customer Support team.
An error occurred while changing payments When you change a payment type for a transaction, a new transaction adjustment is generated. If you attempt to change the payment type again, you’ll encounter an error message stating ‘An error occurred while changing the payment type.’

The new transaction (Payment Adjustment) must be voided before making changes to the original transaction’s payment type.

If you continue to encounter issues, contact Dutchie Customer Support.
An error occurred while editing customer identification This error message occurred when attempting to adjust the medical card identification.

Ensure correct dates have been added for the medical card expiration date.

If this does not correct the problem, contact the Dutchie Support team.
An error occurred while getting payment type details This error message occurs in the Sales History tab in front of house when selecting the three dots to the left of the customer name and selecting “payment”. Contact the Dutchie Customer Support team for additional assistance.
An error occurred while retrieving customer documents This error occurs when viewing a customer profile in the POS; instead of retrieving documents, there is a spinning circle, and eventually, an error message appears.

Try reloading the page or leaving and re-entering the customer profile.

If the issue persists, note whether this error occurs for every customer profile or just specific profiles, as well as dates and times when the issue occurred. 

Contact the Dutchie Customer Support team for additional support.
An error occurred while saving the note This error message occurred when attempting to add a guest note from the customer cart.

Refresh the POS and attempt to save the note again.

If the issue persists, contact the Dutchie Customer Support team.
An error occurred while updating the journal This error message occurred when attempting to create a new note in the journal. Contact the Dutchie Customer Support team for additional support.
Biotrack error: the barcode [barcode] you specified does not have sufficient quantity to deduct from A discrepancy exists between Dutchie POS and BioTrack for the noted barcode (package ID). This could be due to different package IDs, batch IDs, or quantities between the two systems. Use the integration audit to determine what the discrepancy is and update either BioTrack or Dutchie POS to correct the discrepancy.
Couldn't fetch directions: (geocoding error) This error occurs when clicking “get directions” on a delivery manifest.

The address entered on the manifest may be incorrect or the wrong information is entered in the address line so the address cannot be located.

Find the recipient's customer profile and verify their address is accurate.
Couldn’t fetch directions: no route found This error message occurred when setting delivery options for an order. Ensure the address is correct and valid on the recipient's customer profile If it is, and you are still encountering an error, contact the Dutchie Customer Support team.
Couldn’t fetch directions. SyntaxError: Unexpected token 'F'. “failed to fetch” is not valid JSON This error message occurred when attempting to ‘get directions’ when creating a delivery order Contact the Dutchie  Customer Support team for additional assistance.
Customer MMJID missing or expired This error message occurred when attempting to check in a customer with an expired MMJID. This is solvable by ensuring the MMJID is both present and not expired, see Add or edit customers. If the MMJID was required but not on the profile, update the Number and expiration date fields.
Delivery NOT saved, Please specify an address This error message occurs when selecting “Ready for Delivery” on a delivery manifest modal if there is no address entered in the address field. Contact the Dutchie Customer Support team.
Delivery NOT saved. Please Specify Car/Driver/Title This error message occurs after saving ‘Delivery Options’ for a cart in POS.

Ensure the title, car, and driver fields are filled out.

Without a filled-out title, selected driver, or car, a METRC manifest is not generated and the delivery is invalid.
Discount Amount can not be greater than unit price. Maximum discount is $X This error message occurs when attempting to add a discount to the cart. Compare the amount that you are discounting to the price of the items you are applying it to and ensure the discount amount is smaller than the item’s price.
Discount names must be less than 100 characters This error message occurred when attempting to apply a discount with a very long title to a customer cart. Make sure the discount name is less than 100 characters.
Discount not applied. Customer has already redeemed the discount the limited number of times.

The discount error typically occurs due to an application of a discount attempt that would exceed a 'per customer limit' setting configured within the discount. 


 

The limit was set to one per customer, and the user attempted to add it to a customer that had already received the discount.

 After reviewing the customer's transaction history dates, you can use the ‘Discount Detail Report’ to determine when the affected customer first received the discount. If the report indicates the customer has never received the discount or has not met the preset limit, contact Dutchie Customer Support to resolve this issue.
Electronic Payment Failed. Payment Cancelled.

An electronic payment was canceled either by the budtender in the Register or by the customer on a Dutchie Hub terminal. 


 

This may also appear if the same payment was then reattempted.

If the payment was canceled deliberately, no action is required.


 

If this error prevents you from processing a payment, contact Dutchie Customer Support.
Error: Invalid PIN You've entered a PIN during a transaction to check out a customer and received an Invalid PIN error.

If you have confirmed that you have entered the PIN correctly, and you're still encountering this error, verify that the PIN is associated with a user with the correct permissions needed for the task you are attempting to complete. Generate a new PIN if necessary.

If the new PIN doesn’t work,  reach out to Dutchie Customer Support or your Customer Success Manager.
Error Printing Label: One or more labels failed to print This error message occurred when scanning in an item that had no default label configured for it. Double check label settings for items in catalog if you are getting label printing errors on scan.
Error Printing Labels: Unknown label: 1 This error occurs when adding a product to a cart when “Auto Print Labels” is enabled for the register.

Check to see if the auto print labels settings are configured correctly. 


 

You can enable auto print labels in the Register Settings, Backoffice Settings, and Catalog.
Error Printing Receipt. Printer configuration not found

Device and Receipt settings and configuration. Id


 

If there are no printers set up here, there is no ability to print a receipt therefore a printing configuration error will occur.


 

This message can also occur if the printers are set up in the backoffice, but are not mapped to the Register, especially if they enabled the Auto Print Receipts feature.

 Check your Device Settings in the backoffice and your Receipt Printer settings in your register to ensure your devices are set up and connected properly. If they are, and you are still seeing this error, contact the Dutchie  Customer Support team for further assistance.
Invalid Scan This error message appears when scanning a customer’s ID for check-in/guest creation. Contact Dutchie Customer Support.
Invalid ID Scan, make sure you are scanning a valid AAMVA DL or MMJ State ID When attempting to check in a guest from the register. Contact Dutchie Customer Support or your Customer Success Manager.
Invalid Manager PIN This error message occurred when attempting to adjust loyalty points and a manager's override pin was required.

Verify that you are entering the correct PIN and that the user who is associated with the pin has the correct permissions.

If you are still encountering issues, contact Dutchie Customer Support.
Invalid PIN Number Invalid PIN for the logged-in user

Users with the appropriate permissions can view and reset their PIN or another user’s PIN.


 

If a new PIN code is generated, we recommend that the user fully log out of Dutchie POS on all open tabs, and then log back in. The newly generated PIN code should work.


 

If the issue persists, the customer can close all browser tabs, then clear the browser cache, and log in again.
Invalid shipment id This error message occurs when the “anonymous guest” workflow is chosen in the register and the user is making edits to the cart (such as backdating, redeeming loyalty, etc.) before a shipment ID or customer ID is associated. Contact Dutchie Customer Support or your CSM.
Item not added to cart. No stock left. This error message occurred when attempting to add an item to the cart. You will need to contact Dutchie Customer Support to resolve this issue.
METRC Bad Request: [{"row":0, 'message': "Invalid character or sequence in parameter Planned Routed."}] The customer is getting an error when printing the manifest for deliveries.  
Metrc Bad Request: [{"row":0,"message":"Package xxx cannot be Finished because it's not empty."}] This error message occurs when attempting to finish a package on the inventory page when the package is already finished.

The package is already finished.


 

You can add the “Finished in Metrc” column to your inventory grid to see all packages that have been finished.
Metrc Bad Request: [{"row":0,"message":"Duplicate Packages specified."}] Two or more line items on a transfer manifest are associated with the same Metrc external package ID (tag number).

Go to Traceability > Logs > METRC Errors and review error details to determine which Metrc tag is duplicated (the same external package ID will appear on two or more lines).

Next, in Dutchie POS, either combine these packages or create a new package for the quantity to be transferred using a different Metrc tag number.

Then, you should be able to complete the manifest with either the newly combined package or the newly created package.

Alternatively, you could create a separate manifest to transfer the duplicate instance(s) of the package ID.

Keep in mind that a Metrc package ID should not exist in two licenses at one time, so as a best practice for processing transfers with Metrc, the full package should be on a single line item or broken out into separate Metrc package IDs.
No conversion ratio exists between units Grams and Each make sure these items are setup correctly in leaflogix and METRC. When conversion ratios are not set up or they are set up incorrectly in Dutchie and Metrc.

Confirm if these products are supposed to be set up as Gram-based or QTY-based. If these products are correct in Metrc and should be set up as QTY-based in Dutchie, please follow the steps listed below.

1. Go to Products > Catalog.

2. Search for each impacted product and confirm the "Type" and "Default unit" are both set to "Quantity". Click Save.

3. Once this has been confirmed and updated in your Catalog. Please go to your Inventory.

From your Inventory in the backoffice, search for each impacted product > click the three dots, and select "Convert".

4. Dutchie will convert this product into itself by making sure we select "Bypass State System" so that this change only reflects in Dutchie and does not communicate to Metrc.
Order Failed To Mark Ready for Delivery The discrepancy between inventory quantities recorded in Dutchie POS and those available in Metrc causes a failure in generating manifests due to Metrc not recognizing the quantities as sufficient to fulfill the orders.

It is important to ensure that inventory quantities recorded in Dutchie POS and those available in Metrc match. Check to ensure which system is accurate and matches their physical counts. 


 

Adjust the package in Dutchie or Metrc accordingly.
Package {packageid} not found (Metrc) The scanned package ID wasn’t found in Dutchie POS or Metrc

See this troubleshooting guide: Troubleshooting: "Package not found" error in the Register - Dutchie POS

.
PackageItemID not available for sale This error occurs when there an inventory adjustment/variance causes the inventory IDs to get out of sync.  If experiencing out-of-sync packages, go to the package in Products > Inventory. Click the 3 dots on the package, select Sync ID’s. This causes the rest of the packages to be assigned PackageItemIDs and get in sync.
Patient is under the age of 17. You cannot proceed. This error message occurs when trying to create an order for a customer who is under the set default minor age for the customer type. 

Check customer age on profile and compare to the set default for minor age.

If the customer age entered in the profile is older than the default age for the customer type, contact Dutchie Customer Support.
Patient is under the age of 21. You cannot proceed The patient is under age 21, or there is no date of birth entered on the patient's profile. Check the patient's profile to ensure their DOB is entered and correct.
PhoneNo is invalid If Phone Number is set as a required field on customer profiles and a customer is checked in by scanning their ID, viewing the customer profile, and then clicking Return to cart will cause this error message to appear and prevent you from returning to the cart. Enter a phone number on the customer profile or make the Phone Number field not required (set it to Show or Hide) in Customers > Configure > Fields.
Session Expired - Login Again Error message occurs while sitting in DPOS FoH/BoH for too long.

Log in again.

If you continue to receive session expiry errors, verify the set inactivity thresholds and check your network connection.
The max weight available is [amount] The error occurs when typing an invalid amount into the "quantity to add" box on the package “add items” screen. Enter a valid quantity into the box that does not exceed the remaining amount available.
There was an error closing out the register This error has various possible causes and is often because a user did something that affected a register's cash balance while another user was in the process of closing it out.

Once you begin closing out a register, avoid any other actions that will affect the register's cash balance. 

Contact Dutchie Customer Support if you need further assistance.
This product is not available for the customer type of the current customer. The product or package is only available for certain customer types (for example, medical-only) and the assigned customer is not one of those types.
  1. Confirm whether the product should be available to all customer types or restricted to certain customer types.
  2. Verify that the customer's profile has the correct customer type.
  3. In the Backoffice, look up the product in the Catalog and check the Available for setting. This controls which customer types can purchase the product.
  4. Also check the Available for setting for the specific pacakge ID you're trying to sell.
User is not permitted to perform this action This error message occurred when attempting to load a discount in this case, because the user doing that does not have permission to view.

From Dutchie POS Backoffice, go to Settings > Users and turn on the appropriate permission for the user to perform the action.

 

If this does not resolve the issue, reach out to the Dutchie Customer Support team.
You must save the route before printing a route manifest This error occurred when attempting to print a manifest from the create route pop-up.

Save the route manifest and then print it.

If this does not resolve the issue, contact Dutchie Customer Support.
You must select a postal code When budtenders attempt to create a fulfillment order, they sometimes see an error message stating “You must select a postal code”. Check to make sure that the order details fields are filled out correctly.
You must select a gender
 		 This error message occurred when filling out order details for the customer. Check to make sure that the order details fields are filled out correctly.
You must select the date of birth
 		 This error message occurs when attempting to create an order because all fields are not being filled out. Fill out all fields on form, including the date of birth, before clicking the create order button.
You will need to re-add the items to the cart because the customer type has been changed

This error message occurred after changing the customer type when this customer had an open cart in POS that already had the product entered.

 

Ex: Customer type changes from Med to Rec.

Different guest types may have different reporting requirements, price, or tax settings depending on your location.

If your customer has the incorrect guest type marked (Ex, a Medical customer checked in as Recreational), and the guest type is changed while the cart is active, items may be removed from the cart and must be re-added. 

For more information, see: Change customer type in active cart
 

 

Not finding your error message on this page? 

Let us know if this article was helpful, and leave feedback about your error message so we can add it during our next update.