Rhino Etims
Rhino Etims · first-line support

Rhino Etims Support Runbook

When a client says receipts are not printing or not reaching KRA, walk the receipt's path in order. Each check tells you what to look at, what "fine" looks like, and the fix when it is not. Most problems are found at one of the first four checks, on the till itself, in under 10 minutes.

5–10 minFind which stop the receipt is stuck at
30–60 minFixed, or escalated to VeeQha with the evidence below
Every saleThe customer leaves with paper, even when KRA is slow

Written for till version 1.0.9 and later (the version is shown at the top left of the Rhino Etims window, e.g. v1.0.9). Tills update themselves within about 4 hours of each release.

How a receipt travels

Every receipt passes these stops in this order. "Where is the issue exactly" means: which stop did it not get past.

POS prints

The cashier prints the bill or receipt from the POS (e.g. PAB Merchants).

On the POS

"Rhino Etims" printer

A virtual printer turns the print into a PDF. The first print after start-up can take 10–20 s.

Windows printers

IN folder

The PDF lands here and shows as PENDING in the till's Documents screen.

Rhino Etims\in

Till reads it

The "Rhino eTims" service reads the receipt with its approved layout and checks the totals add up.

services.msc

VeeQha server

The sale is filed for the business named by the PIN on the receipt.

vqtax portal → Sales

DigiTax → KRA

KRA signs the sale. Usually 5–30 s; on a bad day it can take hours.

Portal status

Signed copy

The receipt with its KRA QR is written to OUT as … - signed.pdf.

Rhino Etims\out

Receipt printer

The signed copy prints on the till's chosen receipt printer (80 mm roll).

Till → Printing

The flowchart

Start at Check 1. Green "fine" arrows go down to the next check; a red "not fine" arrow means the problem is here, and the box beside it says what to do.

Check 1 · one till or everyone?

Are other tills or other clients fine right now?

Open the portal Sales page (and, for operators, other clients). Look at the newest sales: are most of them ● Signed?

NOT FINE

KRA / DigiTax is slow (not the till)

  • Many sales, across clients, sit at ◐ Awaiting KRA for more than 10 minutes.
  • Nothing to fix on the till. Customers still get their receipt printed unchanged; the signed copy follows by itself when KRA answers.
  • Tell the client: "KRA is delaying signatures; your sales are filed and will be signed automatically."
  • Post in the VeeQha support group so we confirm with DigiTax.
FINE
Check 2 · the till itself

Is the till on, online and signed in?

In the Rhino Etims window's top bar: ● online, the client's business name at the right, and a Mode button. The rhino icon is in the system tray.

NOT FINE

Fix on the till

  • ○ offline: restore the internet. Receipts wait in IN and file by themselves when it is back.
  • Sign-in screen: sign in with the client's account. Filing resumes on its own.
  • Window not open: open Rhino Etims from the desktop. Closing the window only hides it to the tray.
  • Wrong business shown (operator logins): use Acting as to pick the client.
FINE
Check 3 · did the print arrive?

Does the receipt reach the till?

Print a receipt from the POS. Within about 20 s it should appear in Documents → PENDING (or briefly in the in folder), then leave it.

NOT FINE

The POS print never became a PDF

  • The POS must print to the printer named Rhino Etims. Check the POS printer setting.
  • Open Windows Printers → Rhino Etims → Open queue. Stuck jobs: cancel them and print again.
  • The first print after the PC starts can take 10–20 s (up to 45 s on a slow PC). Wait before re-printing.
FINE
Check 4 · is it being read?

Does it leave PENDING within a minute?

A receipt that stays in PENDING is either a layout the till does not know yet, or the service is not running.

NOT FINE

Stuck in PENDING

  • Press Windows + R, type services.msc, find Rhino eTims: it must say Running. If not, right-click → Start.
  • Running, but still pending: it is a new or changed POS layout. It is printed unchanged for the customer, but not filed. Send the PDF to VeeQha to set up the layout (see Escalate).
  • Pre-bills ("THIS IS NOT YOUR FINAL BILL") are printed unchanged and never filed. That is correct.
FINE
Check 5 · did it fail?

Is it in the FAILED list?

Documents screen, red FAILED list. Click the file name to read why, or open failed\<name> - why.txt.

NOT FINE

Read the reason, then use the table below

  • The reason says exactly what went wrong and whether the sale is already filed.
  • If it says IT IS ALREADY FILED, never print it again from the POS: KRA would get the sale twice.
FINE
Check 6 · waiting on KRA?

Is it in out\awaiting KRA?

The sale is filed and the customer already had the receipt printed unchanged. KRA has not signed it yet.

WAITING

Nothing to do

  • The till checks every minute. When KRA signs, the signed copy appears in out by itself (it is not printed again; reprint from Printing if the customer comes back).
  • On the portal the sale shows ◐ Awaiting KRA until then. Over 2 hours: escalate.
FINE
Check 7 · did paper come out?

Is the signed copy printed?

out\<name> - signed.pdf exists, but the customer got no paper.

NOT FINE

Receipt printer

  • Paper, power, cable, printer online in Windows.
  • Till → Printing: the right receipt printer is chosen and auto-print is on. Press Print on the receipt to send it again.
  • Never choose "Rhino Etims" as the receipt printer: that one is for the POS.
FINE
Check 8 · the right KRA?

Does the printed receipt say TEST?

A "TEST" watermark or a "TEST MODE" banner means the business is filing to the KRA sandbox, not for real.

SAYS TEST

Business is in Sandbox

  • A VeeQha admin switches it on the portal: Settings → API keys → Switch to Production (a Production key must be saved first).
  • Its tills follow within about 2 minutes. The till's Mode button then shows Production.
FINE

Receipt is filed, signed and printed

If the client still reports a problem, collect the evidence below and escalate.

Portal sale statuses

On the vqtax portal Sales page. Queued and awaiting KRA are normal states, not errors.

StatusMeansAction
● SignedKRA has signed it. Done.None.
◌ Queued ◐ SentOn its way to KRA, normally for seconds.None, unless over 10 minutes: see Check 1.
◐ Awaiting KRADigiTax accepted it; KRA has not signed yet.None. Over 2 hours, or many at once: tell VeeQha.
! Needs a humanSending kept failing and stopped.Escalate to VeeQha.
✕ RejectedKRA refused the sale.Escalate to VeeQha with the sale number.

FAILED reasons

The first line of the reason, and what to do. The customer has already had the receipt printed unchanged in every case except "already filed".

Reason starts withWhat happenedDo this
This file is not a complete PDFThe print job failed or was cut short.Print the receipt again from the POS. Delete the broken file.
…this receipt does not reconcileThe totals did not add up with the approved layout.Escalate with the PDF. Not filed.
…not a business this till files forThe seller PIN on the receipt is not this till's client.Check the signed-in account and Acting as. Not filed.
The server did not accept this receiptThe VeeQha server refused it.Escalate with the reason text.
Filed as sale … KRA had not signed itFiled; KRA was slow (older tills only; 1.0.9 waits in awaiting KRA).Do not re-send. It signs by itself.
…IT IS ALREADY FILEDFiled with KRA; a later step failed.Never print it again from the POS. Reprint the signed copy from Printing.

Where things live

On the till

  • Rhino Etims window: Documents (PENDING / FAILED), Sales, Processed, Printing.
  • Folders under the till's root (usually C:\Users\<user>\Rhino Etims): in, out, out\awaiting KRA, out\printed, not filed, out\not filed, failed.
  • Service: services.msc → Rhino eTims (Running, Automatic).
  • Printers: Rhino Etims (for the POS) and the receipt printer (for signed copies).

On the portal (vqtax.veeqhatechnologies.com)

  • Sales: every sale and its KRA status.
  • Receipt PDFs: each receipt read from a till: Filed, or Needs mapping.
  • Paypoints: each till, when it was last seen, and its version.
  • Queue: sales still on their way to KRA.
  • Logs: what each till did, minute by minute.

Escalate to VeeQha

Post in the VeeQha support group with all of this in one message. With it we can start straight away instead of asking questions.

  1. Client and till: business name and till ID (on the portal Paypoints page, e.g. till-3NTB), or the PC name.
  2. Which check failed in the flowchart above (e.g. "Check 4: stuck in PENDING, service running").
  3. When: time of the first and the latest affected receipt.
  4. Evidence: the receipt PDF, and a photo or screenshot of the FAILED reason or the portal status.
  5. Remote access: the AnyDesk or UltraViewer ID and password for the till.
Two rules that prevent most double filings: never re-print from the POS a receipt whose reason says IT IS ALREADY FILED, and never move files between folders by hand while the till is running.