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Applies to Product – Dynamics 365 Commerce


What’s happening?
Multiple POS devices are deactivated suddenly without clear reasons, requiring reactivation.


Reason:

  • Device token expiration: The default token lifetime is 365 days, which can lead to deactivation if not renewed.
  • Configuration issues: Incorrect settings in the Dynamics 365 setup can prevent proper communication between the POS and the application.
  • Third-party software interference: Security software or improper shutdowns may modify or corrupt necessary files, leading to deactivation.
     
Resolution:
Check Device Token Settings:
  1. Log in to the HQ and navigate to Modules > Retail > HQ Setup > Parameters > Shared Parameters.
  2. Review the value in the Device token lifetime field. Ensure it is set appropriately (default is 365 days, maximum is 5,120 days).
  3. Go to Modules > Retail > POS Setup > Devices and verify the device record prompting for activation. Check the Activated date and time field. If the token has expired, reactivate the device.
Verify Configuration File:
  1. Check if the configuration file in the user profile folder has been modified or deleted due to Windows updates or security software.
  2. Consider rerunning the Store app installer with the --usecommonapplicationdata flag to store the configuration file in a common application data folder.