---
title: "Cegid Retail Y2 CPOS troubleshooting"
description: "Troubleshoot your Cegid Retail Y2 CPOS integration."
url: "https://docs.adyen.com/plugins/cegid-retail-y2/troubleshooting"
source_url: "https://docs.adyen.com/plugins/cegid-retail-y2/troubleshooting.md"
canonical: "https://docs.adyen.com/plugins/cegid-retail-y2/troubleshooting"
last_modified: "2023-10-02T11:07:00+02:00"
language: "en"
---

# Cegid Retail Y2 CPOS troubleshooting

Troubleshoot your Cegid Retail Y2 CPOS integration.

[View source](/plugins/cegid-retail-y2/troubleshooting.md)

If you are experiencing a problem with your Cegid Retail Y2 CPOS integration, there are several ways how you can troubleshoot the issue.

## Check your plugin setup

Make sure that you [have followed the steps to set up the plugin](/plugins/cegid-retail-y2/set-up-the-plugin) correctly. If your issue is related to Mobile POS or Live Store integration, make sure you have set these up correctly as well.

## Check for common errors

Check if the issue you are facing is one of the common errors listed below and follow the steps to resolve it.

* [No PSP reference registered](#no-psp-reference-registered)
* [Issues with merchant reference](#merchant-reference-format)
* [Referenced refunds errors](#referenced-refunds)
* [Issues with DRV/DCPP logging](#logging)
* [Issues with Global Blue](#global-blue)
* [MOTO orders unavailable](#moto-unavailable)
* [Open failed error](#open-failed-error)

### No PSP reference registered

For each payment, the CPOS plugin registers the [PSP reference](/get-started-with-adyen/adyen-glossary/#psp-reference) of the payment in Cegid Retail Y2. If no PSP reference is registered after a transaction, check your payment method settings:

1. In the Cegid Retail Y2 back office, go to **Management** > **Payment methods**.
2. Select the payment method you created for accepting payments with Adyen.
3. On the **Additions** tab, verify that the **Authorisation number** checkbox is selected.

### Issues with merchant reference

If no transaction ID (`GPE_TRANSACTIONID`) is sent following a payment, check your cash register settings:

1. In the Cegid Retail Y2 back office, go to **Register settings** > **Peripherals**.
2. Under **Electronic Payment Terminal**, verify that the **Allocation of transaction number** checkbox is selected.

If the [merchant reference you configured](/plugins/cegid-retail-y2/set-up-the-plugin#configure-merchant-reference) is not formatted as expected, this can lead to reconciliation issues. Verify that the **Number length** you have set is higher than the amount of characters in the **Transaction number prefix**.

### Referenced refund errors

If the CPOS plugin defaults to unreferenced refunds when you try to make a referenced refund, check the following settings:

1. In the Cegid Retail Y2 back office, go to **Settings** > **Registers** and select your register.
2. Select **Settings for Peripheral** and select **EPT**.
3. Select **Settings for Peripheral**.
4. Verify that the **Payment configuration** field is set to **D:CP,RR**. This enables you to process referenced refunds. If this value is set to **D:CP,NR**, the plugin will default to unreferenced refunds.

### Issues with DRV/DCPP logging

After you update your Cegid Retail Y2 version, the location of your Cegid Retail Y2 folder may change and you will be required to reinstall the CPOS plugin in a new location.

If you have recently changed your installation path, verify that you have updated [the DCPP and DRV logging paths that you set when setting up the plugin](/plugins/cegid-retail-y2/set-up-the-plugin#configure-cegid):

1. In the Cegid Retail Y2 back office, go to **Settings** > **Registers** and select your register.
2. Select **Settings for Peripheral** and select **EPT**.
3. Select **Settings for Peripheral**.
4. Verify that the **Logfile DCPP Layer** and **Logfile DRV Layer** fields are set to the correct path.

### Issues with Global Blue

If you have a Global Blue integration for [tax-free shopping](/point-of-sale/shopper-recognition/tax-free-shopping/), and Global Blue receives the `tenderReference` instead of the `PSPReference`, the cause can be that you are using a Cegid Retail Y2 version earlier than **18**.

Cegid Retail Y2 versions earlier than 18 use a different transaction mapping. To take this mapping into account, enable the **Legacy mode** in the CPOS plugin:

1. In the Cegid Retail Y2 back office, go to **Settings** > **Registers** and select your register.
2. Select **Settings for Peripheral** and select **EPT**.
3. Select **Settings for Peripheral**.
4. Select the **Legacy Mode** checkbox.

### MOTO orders unavailable

If you see the *The function "Distant Selling" is not available in the CPOS plugin.* message when you attempt to start a [MOTO transaction](/point-of-sale/mail-and-telephone-order-moto/), check your payment method settings:

1. In the Cegid Retail Y2 back office, go to **Management** > **Payment methods** and select your register.
2. Select the payment method you created for accepting payments with Adyen.
3. On the **Additions** tab, verify that the **Distant selling** checkbox is **not** selected. The MOTO flow is handled by the CPOS plugin, enabling it in your Cegid Retail Y2 settings is not required.

### Open failed error

CPOS [v2.1.14](/plugins/release-notes?title%5B0%5D=Cegid%20Retail%20Y2\&version%5B0%5D=2.1.14) uses [Transport Layer Security (TLS) version 1.3](/development-resources/integration-security-guide/#use-the-correct-tls-configuration). If your Windows 10 environment is not up to date, this can cause an issue where you receive the **Open Failed** error message when you start a transaction from Cegid Retail Y2.

To resolve this issue, do either of the following:

* Update to a later version of the plugin.
* Deploy Windows version 22H2 or later to the workstation.

## Troubleshoot your terminal(s)

If you have [set up the plugin with local communications](/plugins/cegid-retail-y2/set-up-the-plugin?tab=local_1), and your Adyen terminal is unresponsive to incoming requests from your Cegid Retail Y2 cash register system, check if your URL setup is correct.

To check your URL configuration:

1. In the Cegid Retail Y2 back office, go to **Settings** > **Registers** and select your register.
2. Select **Settings for Peripheral** and select **EPT**.
3. Select **Settings for Peripheral**.
4. Verify that the **URL** is set to `https://YOUR_DEVICE_IP:8443/nexo`.

If you are having issues with your Adyen terminal(s), follow our [Troubleshooting steps](/point-of-sale/pos-troubleshooting/).

## Check our release notes

Check if your current error is a known issue in the bundle, and resolved in a later version. You can find the known issues and fixes in our [release notes](/plugins/release-notes).
