Troubleshooting
Fix common SoftSDC problems with startup, card readers, license activation, ports, smart card and PIN errors, invoices, sync and connections.
Find your problem below and work through the steps in order. If nothing helps, contact support.
In-app notifications often name the problem. See notifications for what each color means.
Using SoftSDC v2 in Fiji? See Legacy SoftSDC v2.
Find the logs
Logs often show the cause of a problem.
C:\ProgramData\SoftSDC\logs
For startup problems, also check Event Viewer.
SoftSDC does not start
- Right-click the app icon and select Run as administrator.
- Check Event Viewer for error messages.
- Check that .NET Framework 4.7.2 or newer is installed. See Windows requirements.
- Pause your antivirus to see if it blocks SoftSDC.
If the service does not run:
- Press Win + R, type
services.mscand press Enter. - Find SoftSDC Service.
- Check its status and restart it.
- Check that Startup type is Automatic.
Card reader is not detected
Start with the basics:
- Check that the USB cable is firmly connected at both ends.
- Try another USB port. USB 3.0 ports (often blue) can give more stable power.
- Test the port with another USB device, such as a flash drive.
- Open Device Manager.
- Expand Smart card readers.
- If the reader has a yellow warning icon, right-click it and select Update driver. Or uninstall it and plug it in again.
Not every Android device supports USB OTG. Check before you buy a card reader.
License and activation
Activation problems are usually network problems.
Check the internet connection
Open any website in a browser.
Check the firewall
Allow outbound HTTPS on port 443 and the Cryptlex license servers:
52.223.22.7135.71.188.31https://api.cryptlex.com:443
The full firewall rules are in system requirements.
Check the time
Make sure the date and time are correct and Set time automatically is on. A wrong clock makes secure connections fail.
Behind a proxy? Set the proxy in SoftSDC settings. Make sure the proxy allows HTTPS and check if it needs a login.
On a company network? Ask IT to allow the Cryptlex servers. If online activation is blocked, ask support about offline activation.
License error messages
| Message | What to do |
|---|---|
| License already activated | The license may be active on another device. Each license works on one device. Contact support to move it. |
| Invalid license key | Check that you entered the whole key. |
| License expired | Renew your license. Renewal prices are on the pricing page. |
| Trial already used | The trial is locked to the device and cannot be reset. Activate a license. |
If activation still fails, write down the exact error message and contact support.
Port already in use
SoftSDC uses port 8431 by default. If another app uses it:
Find the other app
netstat -ano | findstr :8431Free the port or change it
Close the other app. If you must, end it with taskkill /PID [process_id] /F.
Or change the SoftSDC port in Settings > Network, for example to 8081 or 9090.
After you change the port, restart the SoftSDC service and update the port in your POS.
Smart card and PIN
Invoices
Receipts are not confirmed
If the unconfirmed amount keeps growing:
- Check that the internet connection is stable.
- Wait for the next reconciliation, about 15 to 20 minutes.
- Check for missing receipts in the sequence. See when receipts cannot be confirmed.
- Check the logs for audit problems.
- Contact support if it continues.
Invoice created but not in the history? Check the logs for errors, check if it is still unconfirmed, check that time sync works, and check free storage.
Connection problems
Slow or heavy
- Check CPU and memory use, and close apps you do not need.
- Keep at least 10% of the disk free.
- Lower the refresh rate if it is set to Fast.
- Turn off Debug or Verbose logging.
- Restart the service to free memory.
- Check the internet speed and the connection to the Tax Authority.
Android
Prevent problems
- Keep SoftSDC and the operating system up to date.
- Act on warnings before they become errors.
- Run audits before you reach the limits.
- Export your settings from time to time.
- Test after every configuration change.
- Keep the card reader clean and well connected.
- Use a UPS for desktop installations.
- Watch free storage.
- Keep automatic time sync on.
- Write down any custom configuration.