Troubleshooting the Genius Shopper Display if it is Unresponsive

Problem: The Genius shopper display stops displaying item information at POS and remains in that state even after the Proxy has been closed and re-launched.

Symptom: The Genius shopper display remains static on the line-item display page with "0 items" displayed.

Cause: This can be caused by having more than one instance of the same Proxy in a browser session at the same time and having one of them log out of Prism (typically by way of auto-logout). Once the first session has logged out, the ShopperDisplay.exe process, which is responsible for communicating item detail to the Genius device, loses contact with it and the Proxy.

Solution:

1. Log out of Prism on the affected workstation.

2. Shutdown the PrismProxy on the workstation.

3. Open the Windows Task Manager and go to the Details tab.

4. Locate the ShopperDisplay.exe process.

5. Right-click on the ShopperDisplay.exe process and select End Task.

6. Launch the PrismProxy and resume normal operations.

Prevention: To avoid this condition, it is recommended that only one instance of Prism per PrismProxy be in use at one time.