Troubleshooting SoftSDC

Got a problem? No problem, you're at the right place!

Question

I'm having issues with my card reader

Answer

We have learnt recently that some of our users have been experiencing issues while using SoftSDC. After thorough investigation, we have found out that the main cause is the usage of low-end smart card readers not always supported and/or recognized by default Windows drivers, especially Windows 7. One of smart card readers available on the Fiji market is labeled as IOGear, however Windows OS displays it as Alcor micro and doesn't always recognize its drivers. The drivers provided with the reader do not work on Windows 7. That's why the card reader doesn't support Tax Authority cards or it stops working all of a sudden. We have managed to find the supported driver for that card reader brand and installed on a client's POS machine, and it solved the issue.

If you have this card reader and you are experiencing similar card reader issues on your Windows OS computer, we are recommending you to download the driver from this location https://pcsupport.lenovo.com/au/en/downloads/ds102036. We are fully aware that the Fiji market is lacking a wider variety of quality card readers, nevertheless if you are in the position to chose, we strongly recommend buying a quality card reader such as Gemalto.

If you are still experiencing issues, please do not hesitate to contact our support at support@softsdc.com

Question

I want to reinstall OS on my computer, what should I do?

Answer

If you haven't made any changes on your hardware, and you haven't preserved the license file, you can still re-activate your license with the same activation code 5 times without contacting Support. After 5 reactivations, you will need to contact our Support.

For the license to survive OS re-installation, license file (C:\ProgramData\SoftSDC\regkey.dat) should be preserved. Please note that we do allow a minor changes of the hardware, but you need to keep the original license file.

NOTE: you are limited to only one change per component per license.

Thus, prior to OS reinstallation, please:
- Preserve the file C:\ProgramData\SoftSDC\regkey.dat and just paste it back once SoftSDC is reinstalled.
- Ensure that all invoices are sent to FRSC from the original computer. It is done automatically when it is online and PIN is provided. So, after the last invoice is issued, computer has to be online, PIN provided, then wait until everything unsent is sent, including the last invoice (usually for a few minutes). You may also check manually if folder C:\ProgramData\SoftSDC\SoftSDC (Fiji Production)\AuditDataOutbox is empty. You can also send invoices manually on Taxpayer Admin Portal using Local Audit as described in the SoftSDC Manual in section Start Local Audit

Question

Can I use different emails for registering on your website and for buying the license?

Answer

For the sake of consistency and the ease of access, you should always use the same email (preferably your business email) for registering at www.softsdc.com website and for purchasing your license at MyCommerce.

Question

I can see that the tray icon is changing but I don't know what does that mean

Answer

SoftSDC service uses native Windows Action Center messages as visual notifications, so make sure you have them turned on. If you don't know how to enable them, right click on the taskbar and select Taskbar Manager, then scroll down to Notification area and select which icons appear on the taskbar.

Question

During the installation, I've been asked to select a card reader but I don't have it connected at the moment. What should I do?

Answer

You can safely close the Select Card Reader popup because selecting a card reader is not mandatory for the installation - it can be added after the installation has been completed, once you launch the app.