Docs / Troubleshooting
Fix common problems
What you see, what it means, and what to do. Start at the top of the table.
#Quick fixes
| What you see | What it means | What to do |
|---|---|---|
| Starting Weighbridge… stays on screen | The app is waiting for its database to wake up. This is normal for a few seconds after Windows starts. | Wait. It opens by itself. After about 20 seconds it explains the problem and keeps retrying. |
| Can't connect to the database | SQL Server isn't running or can't be reached. | Open Services on Windows and start SQL Server (…). Press Try again. On a client computer, check the server computer is on. |
| The Weighbridge service isn't responding | The background service didn't start. | Close and reopen the app. If it repeats, restart the computer. |
Weight shows … or Waiting for stable weight… |
No weight is coming from the scale, or it isn't steady. | Check the indicator is on and the cable is in. See Weighbridge and COM port. |
| Activate Weighbridge appears on a computer that worked yesterday | The license couldn't be checked for longer than its grace period, or it has expired. | Check the internet, then press Activate/Check now. If the license expired, contact Mochan Labs. See License renewal. |
| Tally Sync says Tally can't be reached | Tally isn't open, or Host/Port are wrong. | Open Tally with the company loaded, then use Test Connection in Tally. |
| Receipts print the wrong size | Paper setting doesn't match the printer. | Printer and slip layout: choose A4 or the right roll size. |
| A report is empty | The date range doesn't cover the day you want. | Widen From and To. See Reports. |
| A user can't see a screen | Their role doesn't have access. | An administrator changes it in Users, roles and permissions. |
| Update message appears | A new version is available. | Choose to download. Keep working. Restart when asked. See Update the app. |
#I am locked out of the Admin account
Open Command Prompt as administrator on the Weighbridge computer and run:
"C:\Program Files\Weighbridge\resources\api\Weighbridge.Api.exe" --reset-admin-password
This sets the Admin password back to Admin@123 and asks for a new one at the next sign-in.
#Check what the database holds
"C:\Program Files\Weighbridge\resources\api\Weighbridge.Api.exe" --diagnose-database
It prints which SQL Server instance the app uses and how many users, parties and vehicles it holds.
#Where the logs are
The app writes its log files to %LOCALAPPDATA%\Weighbridge\logs. Send the newest file to support with a short description of what you were doing.