Troubleshooting and support

Login and licence#

Wrong PC date or "missing sales"#

If « ⚠️ Date de l'ordinateur incorrecte » appears or the clock in the top bar is red, the Windows date is at least 12 hours away from the real time and sales are being recorded on the wrong day.

1. Right-click the Windows clock → Adjust date/time → turn on automatic setting.
2. Restart PharmaPro.
3. In Statistiques, click 🌍 Toutes les ventes (all sales) to see everything, then 🛠️ Corriger les dates des ventes (correct sale dates).

If the Sauvegarde page says the database contains no sales, your data is in another copy: use 🔎 Chercher mes données sur ce PC — see Backup.

The receipt does not print#

There is no printer settings screen. PharmaPro prints in this order:

1. to the Windows default printer;
2. if that fails, to an ESC/POS printer;
3. in every case, a text copy of the receipt is saved in the receipts folder of the data folder (ticket_<n° vente>_<date>.txt).

• Set the thermal printer as the Windows default printer; check power, cable and paper.
• « Imprimante non detectee. Ticket sauvegarde en fichier. » (printer not detected, receipt saved to file): the sale is recorded and the receipt saved to a file.
• Reprinting: Statistiques → 🧾 Détail des ventes (période) → 🖨️ Réimprimer le ticket sélectionné.

Messages during sales and invoicing#

• « Stock insuffisant pour « … » » (insufficient stock): the quantity requested is greater than the available stock. Reduce it or enter the supplier invoice first. No sale is recorded in this case.
• « Informations fiscales manquantes » (missing tax information): fill in the N° RC and NIF in Paramètres before creating a supplier invoice.
• « Ce numéro de facture existe déjà. »: the number is already used, change it.
• BL (delivery note) import: « Lecture impossible » (unsupported format: use xlsx, xlsm or csv), « Champs obligatoires manquants » (map the product name, quantity and purchase price), « Aucune ligne » (wrong Désignation column), « Import refusé » (BL already imported). On « Erreur — Importer BL », the file import_bl_error.log is written to the data folder: send it to support.
• « Interaction médicamenteuse — … »: an alert on a pair you have recorded — see Interactions.

Crash or failed update#

• On an unexpected error, the « Erreur PharmaPro » window shows the details and the error is written to last_crash.log in the data folder. Attach this file to your request.
• Data folder: %LOCALAPPDATA%\TKAWEN\PharmaPro\data, or Paramètres → Données & Diagnostic → 📂 Ouvrir le dossier.
• « Mise à jour échouée »: PharmaPro continues with the current version; try again later or install manually — see Updates.
• If the software no longer opens after an update, reinstall the latest version from the download page; the data in the user folder is not touched.

Asking for help from within the software#

1. Click 💬 Aide (help) in the top bar: the « Demande d'assistance » window (support request) opens.
2. Choose the severity: « 🔵 Normal — 24h ouvrées », « 🟠 Urgent — 4h ouvrées » or « 🔴 Bloquant — 1h ouvrées » (24, 4 or 1 business hours).
3. Fill in Téléphone (rappel WhatsApp): (phone for a WhatsApp call-back) and/or 📧 Email (réponse écrite): (email for a written reply).
4. In 📝 Description du problème :, describe what you were doing and what appeared, including the text of the error message (10 characters minimum).
5. Leave the diagnostics box ticked: it only sends the version, the system and the row counts, with no patient or sales data.
6. Click 📤 Envoyer la demande (send the request). A ticket number is shown: keep it.

Remote assistance: 🖥️ Contrôle à distance (RustDesk) opens the RustDesk download page (free). Run it and give the ID and password it shows to the team by WhatsApp.