Troubleshooting connection problems

Error message: Couldn’t connect. Verify that the server is online and try connecting again

If you see this error message when logging in, “Couldn’t connect. Verify that the server is online and try connecting again”, try these troubleshooting steps.

  1. On your LightSpeed Server Mac, go to System Preferences > Lightspeed Server. Is the status of the Lightspeed Server stopped? If so, click the lock and enter your Mac’s username and password. Note that this is not your Lightspeed username and password. Right-click Lightspeed Server at the left of the preference pane or click the gear icon and select Start Server. When the status of the Lightspeed Server is Running, relaunch OnSite and try logging in again.
  2. If you are unable to connect, but can verify that the status of Lightspeed Server is Running, click the Servers button in the Lightspeed login window. If you are logging in from your store or office, Lightspeed Server appears in the list. If it does not, your Macs may not be connected to the same LAN or wireless network. Ensure your network is correctly configured to permit access to Lightspeed Server.
  3. If you are connecting remotely to Lightspeed Server at another location, verify that Lightspeed Server is up and running at that location and that your network is configured to allow remote access to OnSite. Lightspeed Support is not able to assist with network troubleshooting for reasons of PCI Compliance.

Error message: The operation couldn’t be completed. (XSCurlErrorDomain error 60)

If you see this error message when logging in, it is possible that the date and time settings are incorrect on your Mac. To resolve the issue, check these settings on any Macs that connect to OnSite.

  1. On the Apple menu click System Preferences.
  2. Click the Date & Time preference pane.
  3. Unlock the preference pane if necessary by clicking the lock at the lower left of the window.
  4. Select the Set date and time automatically checkbox.
  5. Relaunch OnSite and try logging in again.

Error message: The username or password is incorrect, please try again

If you see this error message verify that these details are correct:

  • Are your Lightspeed username and password typed correctly? Usernames and passwords in OnSite are case-sensitive.
  • Did you recently change your password, or were you recently required to change your password?
  • Do other staff members share your user account? If so, the password may have been changed by another staff member.
  • In the Lightspeed login window, click the Servers button and note whether there are multiple entries, such as for logging in remotely to another store in a Multi-Store chain. Ensure you are connecting using the right entry in the list, usually Lightspeed Server.

Error message: This account has been temporarily locked for security reasons

After five unsuccessful login attempts, OnSite will disable or lock a user account for 30 minutes. After 30 minutes the account is automatically unlocked and the user account can be used again. An administrator can unlock the account at any time. Lightspeed Support does not have access to any of your usernames or passwords and cannot unlock accounts for you.

  1. In OnSite StoreMaster on the Tools menu click Setup > Basics > Users.
  2. Locate the locked user account in the list.
  3. Click the Unlock User button in the user account details.

Optionally, the Administrator can click Change Password to set a new initial password for this user account if the password was not known or is forgotten.

Error message: You have reached the limit of concurrent logins for the number of licenses you own

The number of user licenses you have limits how many users can be logged into OnSite simultaneously. For example, if you have two user licenses you can log into OnSite from any two Macs, or one Mac and one mobile device simultaneously. If you recently purchased another user license go to Refreshing your license key to ensure you refresh your license.

Are you receiving this message after you force quit OnSite, powered off your Mac abruptly, or lost your network connection? If so, you can restart Lightspeed Server:

  1. Have all users log out of OnSite.
  2. On the Apple menu click System Preferences on your Lightspeed Server Mac.
  3. Click the Lightspeed Server preference pane. If you use OnSite on more than one Mac, only your Lightspeed Server Mac displays this preference pane.
  4. Click the lock and enter your Mac’s username and password. Note that this is not your Lightspeed username and password.
  5. Right-click Lightspeed Server at the left of the preference pane or click the Action gear and select Stop Server.
  6. When the status of Lightspeed Server is Stopped click again and select Start Server.
  7. When the status of Lightspeed Server is Running, log in to OnSite.

To ensure your LightSpeed Macs do not fall asleep:

  1. On your Lightspeed Server go to System Preferences > Energy Saver.
  2. Set the Computer Sleep setting to Never.

Restarting the Lightspeed Server

You can to restart the Lightspeed Server, for example if you need to troubleshoot an issue.

  1. Have all users log out of OnSite.
  2. On the Apple menu click System Preferences on your Lightspeed Server Mac.
  3. Click the Lightspeed Server preference pane. If you use OnSite on more than one Mac, only your Lightspeed Server Mac displays this preference pane.
  4. Click the lock and enter your Mac’s username and password. Note that this is not your Lightspeed username and password.
  5. Right-click Lightspeed Server at the left of the preference pane or click the Action gear and select Stop Server.
  6. When the status of Lightspeed Server is Stopped click again and select Start Server.
  7. When the status of Lightspeed Server is Running, log in to OnSite.
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