Bertline won't start - what can I do?
There are three main reason why Bertline will not start: two major ones which can stop the entire system from starting and a second one that will stop a client from starting. The errors you may see are:
- Unavailable server or unavailable database
- Daily updates are locked
- Network issue at 96% (Clients Only)
Download the Bertline Startup Problems and Solutions PDF to fix the errors.
What does 'Daily Updates Is Locked' mean?
When 'Daily Updates Is Locked' appears, it means that a field on the database has a lock flag on it to stop people using the system while it updates. However that lock flag sometimes gets stuck. The Bertline Support Module will clear the lock:
To use this, open the Bertline Support Module, which is usually on the desktop (the other Bertline Icon). Make sure it is on the 'Unlock Module' tab and click on the Daily Update Button. This will unlock Daily Update and restarting will work. The same goes for the Returns module if that gets locked: click on the Returns Button and it will unlock Returns.
* See also Bertline won't start - what can I do?
I'm in Eire and need to change the VAT rate on Bertline and Open Bravo
On 1 September 2020, the standard rate of VAT will change from 23% to 21%. The rate is due to revert to 23% with effect from 1 March 2021. Because of this it will be necessary to change the VAT rate both in Bertline and Open Bravo till software if used. The PDF explains how to make the change.
How do I change the VAT rate on Bertline?
The default VAT rate is set to 20%. For example, if you're a bookseller in Ireland and wish to change it to 23%:
- Click 'Back office' on the right hand sidebar.
- Click the 'Maintenance' button.
- Click 'System Config' (buttons at the top of the window).
- Click 'Reports' tab.
- Click 'Edit'.
- Change the VAT rate and hit save (highlighted below).
- Restart Bertline.
Our Loyalty Card data is not synching
This error is a result of loyalty card transactions failing to sync with Batch back end systems. To see these transactions go to:
BackOffice -> Maintenance -> Loyalty Cards -> Outstanding Transaction (highlighted below)
That will take you to this screen. Here you can see the details and the error message the Batch systems returned when Bertline tried to sync the transaction.
Once you've found the transactions you can try hitting 'retry selected' to see if they work. If this doesn't solve the problem, email us with the error messages so we can investigate further.
If you can log on to BatchOne you should be able to adjust the amounts on the cards based on the info in the outstanding transaction screen. If so, make sure you delete these transactions as you go so Bertline doesn't try to sync these.
How do I change the default search database to Nielsen?
Several Bertline users will have Bertram Books Search as the primary search method. It is likely that this search option will be removed over the next few days. Attempting to use that method will, once it has gone, result in a http 404 error. Therefore, you will need to change the default to Nielsen. To do this:
1. Go to Back Office, Maintenance, System Config:
2. Click on the Edit button and change the Default Search Database drop down box to Bookdata Online as shown above.
3. Save changes and Nielsen Bookdata Online will become the default search.
Note: With Nielsen you have to search using the correct field whereas with Bertrams you could search a key word field that allowed you to put any ISBN, title, author, etc. So, if you put an ISBN in the title field, you will get 'no matches'.
I'm having problems searching - what can I do?
We have noticed that it is possible, in very rare circumstances, for Bertline to revert its default search database to 'Catalogue'. If you experience any search problem it would probably be worth checking the default settings in System Config and if necessary change this to Bookdata Onlline.
Changing the Default Search Database
1. Go to Back Office, Maintenance, System Config:
2.Click on the edit button and change the Default Search Database dropdown box to Bookdata Online as shown above.
3. Save changes and Nielsen Bookdata Online will be the default search.
Has the way to search for a book changed?
Yes. With Bertrams you could search a key word field that allowed you to put any ISBN, title, author, etc. With Nielsen, you have to search using the correct field. So, if you put an ISBN in the title field, you will get 'no matches'.
I'm getting a Bertrams price and availability error
After Bertrams Price and Availability is turned off, there is a likelihood that errors will still be seen when searching even if the default search is Nielsen. This will also show as a http 404 error. The fix for this is as follows:
1. Go to Back Office, Maintenance, the Suppliers. Go to Bertrams.
2. Click on the Webservices Tab:
3. Highlight the Price and Availability line, then click on Edit Webservice. Disable the webservice by clicking on the ‘disable’ tick box, as shown below. Note: Be very careful that the webservice you edit is the Price and Availability one because disabling any other could cause serious system issues.
4. Save the changes and Bertline will no longer display a http 404 price and availability issue when searching.
I'm seeing a Nielsen Http 1.1 302 error
This error is caused by a change to the address that Bertline needs to connect to Nielsen. Most shops will have already had an update to fix this problem. However, if not, the easiest fix for this error is to run the Bertline Update Tool on the Batch website which should update the settings. If this is not possible or does not work:
1. Go to Back Office, Maintenance, Suppliers and find the Teleorder Supplier.
2. Click on the Web Service tab and select then edit the Bookdata Online Web Service.
3. Change the URL entry from
The only difference is the change of the ‘http’ part of the line to ‘https’. (Ie. add the final letter S.)
4. Save the changes and the error will clear. If you make an mistake while doing the change, use the cancel button to cancel all changes and try again.
How do I change the default supplier from Bertrams?
It is likely that the default supplier option will be fixed over the next few weeks via the Bertline Update Tool. In the meantime, a workaround can be implemented by following this procedure.
1. Delete all outstanding Bertrams orders.
2. Go to Back Office, Maintenance System Config and click on the ‘Order’ tab:
3. Click on the Edit button and change the Cascade Sequence using the dropdown boxes to put Gard at the top and U/A in the next two boxes.
4. This change will mean that Gard will always be the ‘default’ supplier when creating a new order.
Note: Gardners will only display as the ‘lead’ supplier if there are no orders on the system which are alphabetically higher. It will not change the default supplier in Reorder From Sales (Sales). However once Gard is selected as the supplier they will stick as the supplier until another is selected. These issues will have to be addressed with a software update.
Can I still use Clickatell SMS text messaging?
Clickatell had a period of not working because the subscription was with Bertrams; the subscription was not being paid and therefore the system stopped working. The subscription has now been taken over by Batch and is back online. This was the only issue with the service, meaning that the previous setting will still work and does not need to be changed. If there is an issue where you feel Clickatell is no longer working, send an email to email@example.com and we will investigate for you.
Can I send orders to Gardners via Bertline?
Yes - you can use Bertline to place orders with all your suppliers. To do this, click Edit and fill in your logon name and password (you will need to ask Gardners for those), change the FTP URI to gateway1.gardners.com and make sure the default transmission method is set to Internet (TCP/IP) then click Save.
If you have orders waiting to be sent to Gardners, you will have to edit those and change the transmission method because the default only affects newly created orders. The other settings on this page should be OK.
The only other thing you might need to check with them is whether they have the correct SAN/GLN for you. This can be found in Back Office > Maintenance > System Config on the address tab (the bottom right). These identify your shop in electronic orders you send, which is why it's important they are correct.
We would recommend (although Gardners will probably suggest it anyway) sending one order and making sure Gardners receive it okay before sending any more.
How do I get rid of a Gardners order on the screen once books have been delivered?
If the order doesn't appear with an A in the Ack column, then you should just be able to delete it. If it has got an A, then you will be told that the order is being/has been transmitted if you try to delete it. In this case click the Abandon Ack option.
Doing this will change the A to an F then enable you to move to the On Order option on your right click menu.
If you click this, you will be warned that it will move the order to On Order without actually sending it. Click OK to that, then you can go to the On Order tab and delete the order if you're sure you received all of it. If you have only received part of it, then delete just the lines you've received.
I have a question about OpenBravo categories
How do I add new payment methods to OpenBravo?
Our scanner doesn't seem to be working
If your scanner is beeping but not sending out any information, give it a quick tap on the counter. There is a spinning mirror inside and sometimes a quick tap will unjam it.
Can Batch help me with my stocktake?
Batch will not be offering a stocktaking service, but the instructions from Bertline (below) will help you. However, please note that the instructions to contact the Bertline Help Desk and to return the KDP scanner to them will no longer apply because you will need either to have your own scanner or to hire one from us. (Email us for details.) The recommended model is the KDC100 by Koamtac.
Always make a backup before you start and check with your accountant for any new requirements they may have regarding stocktakes.
Bertline installers recommend KDC scanners. The software for these can be found at https://koamtac.com/wp-content/uploads/KTSync_Driver_Installer_V224.zip. Allow permission for the driver install when you are asked. It should be set up to download data as a Text file, not Excel which is the default. Also untick 'Application data' and tick 'Delete data after download' and 'Burst mode'.
If you do a stocktake with a keyboard scanner you need to scan directly into a Bertline ISBN list (or text file on a laptop) and then do a 'Send To, Stock Take'. Be careful to process each file once and only select 'Clear stock take data' for the 1st category and process 'No' on the last category selecting 'Full Stock Take'.
Download full instructions here:
Using a KDC scanner
What should I do about returns to Bertrams?
Our advice regarding returns to Bertrams is to hold onto them until you know whether you will get a credit. Do not worry about your allowance at this time.
If the returns were purchased directly from a publisher, then you can use the Batch Returns system to request a return authorisation. We will do everything we can to help, but our role at the moment is to secure the Bertline software, the loyalty card and gift card programmes.