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Troubleshoot: Sales Tracker Offline

If your LottoShield Portal shows “Sales Tracker Offline”, don’t worry - this usually means the Sales Tracker software on your backoffice computer is not running, or it can’t connect to your POS system.

Follow the steps below to get back online:

Step 1: Make Sure Your Backoffice PC Is On, Awake, and Connected to the Internet

Your backoffice PC must be powered on and awake in order to send sales to LottoShield.

  • If your PC is off, turn it on.
  • If your PC is asleep, wake it up.
  • Confirm your PC has an active internet connection.

Step 2: Disable Sleep Mode (Required)

If your PC goes to sleep, LottoShield can’t upload sales data.

To prevent this, disable sleep mode using this guide:

Disabling Sleep Mode on Your Backoffice PC

Note: It is also important for employees with access to the backoffice computer be trained to leave the computer on and awake. They can log out, but it must not be shut down or put to sleep.

Step 3: Open the LottoShield Sales Tracker App

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On your backoffice PC:

  1. Locate the LottoShield Sync application
    • This may be on your desktop
    • Or you can search for LottoShield Sync in Windows Search
  2. Right-click the program with your mouse
  3. Select Run as Administrator

Step 4: Verify Your Store Key

  1. Confirm your Store Key is already filled in
  2. If it is not filled in, you will need to retrieve it from the LottoShield Portal
  3. Click Verify

Step 5: Save Settings

  1. If your stores POS brand is already selected, leave the default settings as-is
  2. Click Save

If you see Connection Success and the screen below, you're all set.

Connected_Success

Step 6: Wait for the Portal to Update

After you reconnect, it can take up to 20 minutes for:

  • the “Sales Tracker Offline” warning to disappear
  • sales to begin uploading again

Important: Refresh your portal webpage after waiting.

If You See “Connection Failed”

Connection_Failed2

If the app says Connection Failed and your settings are correct, follow the steps below:

Step 1: Check Your Ethernet Connection

Make sure your backoffice PC is connected via Ethernet:

  • Ethernet cable plugged into the PC
  • Ethernet cable plugged into your MNSP or into an Ethernet switch connected to your MNSP
  • The green lights on the Ethernet ports should be showing activity

If the cables are plugged in correctly and the lights are not active:

  • unplug and re-plug the cable
  • confirm the connection re-establishes

Step 2: Confirm Your POS IP Address

In the LottoShield Sales Tracker software, confirm the IP address matches your POS type:

Gilbarco POS

Usually: 10.5.48.2

Verifone POS

Usually: 192.168.31.11

Important Note: If your store uses an Acumera MNSP, you must use the XML IP address provided by Acumera. This IP address must be verified directly with them.

Contact Acumera Support

📞 512-687-7401

When calling, request the XML IP address for:

  • XMLGateway (Gilbarco)
  • Commander (Verifone)

They may ask for your PC’s IP address in order to assist.

Still Not Working?

If:

  • your settings look correct
  • your PC is connected properly
  • and you still get Connection Failed

Please contact LottoShield Support and we’ll help you get connected.