Desktop app: frequently asked questions

Installation and system requirements

Where do I download the desktop app? Does it cost anything?

Download it with the download button on benimpos.com/masaustu or with the Download button on the My Desktop Devices page in the web panel. The app is free; without a license it runs as a limited free version. You don't need to choose between 32 and 64 bit.

Which Windows versions does it run on? Can I install it on Windows 7 or 8?

The desktop app runs on Windows 7 and later; for the smoothest experience we recommend genuine Windows 10 or Windows 11. On Windows 7 / 8 with missing system updates, the database component may fail to install or the app may fail to update.

In that case, finish installing Windows updates and try again; if the problem continues, write to our WhatsApp support line. Meanwhile you can keep selling from the web panel or the mobile app (if you have a license). If the login screen on Windows 7 shows Offline even though you have internet, or you see a Buy license warning while you have a license: Installing certificates on Windows 7.

Does it run on Mac, Linux or a tablet?

The desktop app runs only on Windows. On Mac and Linux use BenimPOS in the browser (web); on Android / iOS phones and tablets install the mobile app (BenimPOS Pro).

What specs does the computer need?

No special hardware is needed, but speed depends on the computer's processor, memory (RAM) and how full the disk is. Slowness is common on computers with 4 GB RAM, a full disk or many programs running in the background. If possible, run only BenimPOS and the device programs you need on the till computer.

The installer won't open or the download never finishes.

• If the file name in the browser ends in .crdownload, the download is still in progress; wait for it to finish. It can take a while on slow internet; you can also try a different browser.
• Don't run the installer from inside the .zip; extract it to a folder first.
• The installer sets up Microsoft .NET Framework 4.8 and SQL Server 2014 Local Database automatically. If the automatic setup fails, download these components from the Having trouble installing? section on benimpos.com/masaustu, install them by hand, then run the BenimPOS installer again.

I get an SQL / database error during installation or at startup.

The desktop app keeps its data in an SQL database on the computer. This error is usually caused by SQL Server versions installed by other programs, an antivirus or a Windows update blocking the BenimPOS database. Try these in order:

1. Restart the computer

   The “There is a problem connecting to the database…” warning also appears when the app is opened twice or another program is using the database. Restarting is usually enough.

2. Run as administrator

   Right-click the BenimPOS icon and choose Run as administrator.

3. Antivirus permission

   Add BenimPOS to the allowed list (exclusions) in your antivirus program.

4. Missing component

   If you see “Can't connect to the database… download and install SQL Server 2014 Local Database”, download the component from benimpos.com/masaustu and install it. If you see “Local database not found… it will be downloaded now”, wait for the download to finish and open the app again.

5. Several SQL installations

   If the list of installed programs in Windows shows several SQL Server installations belonging to other programs, a computer technician needs to remove the ones that aren't used. Our team can't remove entries that belong to other programs.

If the problem continues, write to our WhatsApp support line with a screenshot of the error; our team will connect remotely and reinstall BenimPOS. Meanwhile you can keep selling from the web panel with the same account.

My antivirus flags BenimPOS as a virus (Trojan).

Because app files change with each update, some antivirus programs may treat BenimPOS as software they don't recognise. If you downloaded the app from benimpos.com, allow BenimPOS in your antivirus program. If Windows Security blocks the app and you're not sure how to change the setting, ask your computer technician or our support team.

The app gets stuck on the “Checking settings” or “Logging in” screen.

Check your internet connection and wait a few minutes; this step can take a while on the first login and after an update. If closing and reopening the app doesn't fix it, write to our support team; if needed we'll reinstall the app remotely.

I get a “BenimPOS is already running” warning.

The app can only be open once on a computer. Use the open BenimPOS window on the taskbar or wait a few seconds. If you can't see the window, restart the computer.

Slowness, freezing and crashes

The program is slow, freezes or says “not responding”.

Check the following in order:

• Is the version up to date? Slowness and errors are more common in older versions. Close and reopen the app; if the login screen offers a new version, update.
• Has the sales screen been open for a very long time? Close and reopen the sales tab from time to time during the day; it reduces freezing and barcode reading problems.
• Is a sync running? After the first installation or an update, if the Data integration card on the home page shows work in progress, wait for it to finish.
• Computer resources: close unnecessary programs running in the background and free up disk space. Low RAM is the most common cause of slowness.
• Internet: a slow or unstable connection makes sync take longer; it doesn't affect selling.
• If Windows itself is slow too (File Explorer, other programs), the problem is the computer; have a technician check the disk, antivirus and Windows.

If all of these are fine, send a short screen recording of the moment the problem happens, your version number and your registered email address to our WhatsApp support line.

The totals at the bottom of a report or a button don't show on screen.

When the text size is too big for the screen, some areas overflow. On the Text size card in Settings › Profile settings, press A− Smaller and restart the app.

I have very old sales and the database has grown too big. What can I do?

You can delete sales up to a certain date in the web panel with Permanently delete all my sales up to a date on the My Profile › Delete My Data tab. This can't be undone; export your reports to Excel first. Details: Deleting data in bulk.

Updates

How do I update the desktop app?

New versions are checked on the login screen: answer Yes to “A new version of BenimPOS is available” or click New version ready · Update now on the login screen. Updates don't start while the app is open; close and reopen the app to see the update. When the download finishes, setup starts automatically; don't turn off the computer while it runs. Details: Desktop updates and backups.

Will an update delete my data?

No. Still, before updating, check on the Data integration card on the home page that sync has finished (no pending records). Before updating a till that has worked offline for a long time or hasn't been updated for months, write to our support team; we'll first check that your data matches the web.

No update shows up or the download fails.

Check your internet connection and reopen the app. If it still doesn't work, write to our support team with your version number; especially for very old versions, we do the update remotely together with a data check.

Where do I see my version number?

It's shown at the very bottom of the home page (next to the App Key) and in the ID info on the right of the top bar. Include this number when you write to support.

Can I go back to the old version after updating?

No. You can find where things are on the new screens in the New interface guide.

Changing computers, reinstalling Windows and backups

I'm changing my computer / having Windows reinstalled. How do I move my data?

Your data is kept in the cloud, so you don't need to move any files:

1. Sync the old computer

   If the old computer still works, connect it to the internet and press Sync now on the Data integration card on the home page. Wait until it says “Integration complete” and no data is pending.

2. Install on the new computer

   Install the desktop app on the new computer and log in with the same account as administrator.

3. Wait for the data to download

   Products, customers and sales download from the cloud. Don't close the app or make sales until the card says “Integration complete”; meanwhile you can work from the web or mobile. With a lot of data it can take a few hours.

4. Set up computer-specific settings

   Text size, theme, receipt width, print preference, scale port and sales screen layout are specific to each computer; set them again. If you have a fiscal cash register integration, pair the device with the new computer again.

For extra safety, before reinstalling Windows you can make a backup to the D: drive or a USB stick with Settings › Manual backup.

I got an “additional device” warning on the new computer.

You can use the desktop app on 1 computer for free; because the old computer is still on the list, the new one may have been counted as a second device. If you won't use the old computer any more, write to our support team with your App Key. There is currently no extra charge for additional computers; sending the App Key is enough to register the device.

My computer broke / the disk died. Is my data lost?

All records already sent to the cloud come back on a new installation. Transactions made offline on the broken computer that hadn't been sent to the cloud yet can't be recovered; that's why we recommend connecting the till to the internet at least once a day. Without a license, you need to move to a licensed plan to access your cloud backup.

After a power cut I get a “database” error and can't log in.

A sudden shutdown may have damaged the database file on the computer. Restart the computer and try again; if that doesn't fix it, write to our support team. When the app is reinstalled, your data in the cloud downloads again. Don't delete or move the database files (.mdf / .ldf) in the app folder yourself.

Can I log in with a different account on the same computer?

Yes, but the old account's data on the computer is deleted and the new account's data is downloaded. The app warns you and shows how many records haven't been sent to the web yet. If you're not sure, answer No and write to our support team.

License, device rights and internet

What does the “Your additional desktop device license for this device has expired” warning mean?

This computer needs to be registered as a device. There is currently no extra charge for using the desktop app on a second or third computer; send the computer's App Key (shown at the bottom of the desktop home page) to our WhatsApp support line and the device will be registered. Until then the device keeps selling but doesn't sync with the web and mobile. You can see your devices on the My Desktop Devices page.

My license has expired. Will the desktop app keep working?

Yes, the app runs as a limited free version and your data is not deleted; but sync with the web and mobile stops (Settings › Your license details › INTEGRATION SUPPORT: None). When you renew the license, sync continues where it left off. Details: License period, buying and renewal.

Does it work without internet?

Yes. Sales, returns, stock and credit sales are saved on the computer and sent to the cloud automatically once the internet is back. Some actions need internet, such as the first administrator login on this computer, two-step verification and changing a barcode. Staff log in with the details stored on the computer; a newly added staff member can only log in after a sync has finished.

Can you connect remotely and take a look?

When a problem needs looking into, yes: our support team connects to your computer with Alpemix. We don't connect for new installations or integration setup; those are self-service. To connect:

1. Download Alpemix

   Download and open Alpemix.exe (no installation needed).

2. Send us the details

   Send the ID and password shown on the screen, together with the email address registered in BenimPOS, to our WhatsApp support line.

3. Wait

   Stay at the computer during the connection but don't use the mouse or keyboard. Our team closes the connection when the work is done.

No other remote connection program is used. Support is given in writing over WhatsApp on weekdays from 09:00 to 18:00; we don't have a phone line.