When to use this: one counter cannot sync with the other counters, or local updates are not appearing on another counter.
Follow the checks in order. In most cases, the problem is caused by the BitMed Link service, the counter's network connection, or a firewall rule.
Start here if you are in a hurry. Open Settings → Sync & Diagnostics → BitMed Link Diagnostics on the affected counter. Read the failed check and use the matching step below.
1. Check that BitMed Link is running
On the affected counter:
- Press Windows + R.
- Enter
services.mscand press Enter. - Find BitMed Link Service.
- Check that its status is Running.
If the service is stopped:
- Right-click BitMed Link Service.
- Select Start.
- Wait a few seconds.
- Try syncing again.
If the service is already running but the counter is still not syncing, continue with the next check.
2. Check the counter pairing
Open BitMed on the affected counter.
If BitMed shows Pair this session or Re-pair session, the counter is not currently paired.
Make sure the counter is connected to the internet, then click the button and let the pairing finish. See connecting the counter to your store for the complete pairing procedure.
3. Check BitMed Link diagnostics
In BitMed, open:
Settings → Sync & Diagnostics → BitMed Link Diagnostics
Check the following items.
| Check | Expected status | If it is not healthy |
|---|---|---|
| Service → Paired / Token | yes and valid | Pair the counter again from the banner in BitMed. |
| Peers | Other counters are listed | Check that the counters are on the same local network. |
| Local API | ok | Start or restart BitMed Link Service. |
| Peer port listening | ok | Check whether TCP port 47832 is blocked. |
| mDNS | ok | If degraded, check that another paired counter is present and that multicast discovery is allowed. |
| UDP broadcast | ok | If degraded, check that another paired counter is present and UDP port 47833 is not blocked. |
| Firewall rule | ok | Check the Windows Firewall rules for BitMed Link. |
| Cloud reachable | ok when the internet is available | Check the counter's internet connection. It shows degraded when the store is offline. |
| BitMed Link pending events | Small or empty | A large number may indicate that the counter cannot complete sync. |
| BitMed Link conflicts detected | 0 | Export diagnostics and contact support if conflicts continue to increase. |
Important: Cloud reachable can be unavailable when the store has no internet
connection. Local counter-to-counter sync can still work without internet if the
local network is configured correctly.
4. Check the local network
All counters that need to sync must be connected to the same local network.
Check that:
- Both counters are connected to the same store Wi-Fi or wired network.
- One counter is not using a mobile hotspot.
- One counter is not connected to a different router.
- The counters are not connected to an isolated Guest Wi-Fi network.
- Client/AP isolation is disabled on the store network.
If the counters have internet access but cannot see each other, the network may be preventing device-to-device communication.
See network and firewall requirements for detailed network checks.
5. Check the firewall
BitMed Link uses these local ports for counter-to-counter communication:
TCP 47832
UDP 47833Make sure Windows Firewall and any third-party antivirus/firewall allow BitMed Link to use these ports on the local network.
If your IT team manages the firewall, ask them to check these two ports.
6. Restart BitMed Link
If the service is running but sync is still not working:
- Open
services.msc. - Find BitMed Link Service.
- Right-click it.
- Select Restart.
- Wait a few seconds.
- Open BitMed again.
- Test the sync between two counters.
If possible, restart BitMed Link on both affected counters.
Common causes
The most common causes are:
- BitMed Link Service is stopped on one of the counters.
- The counter is not paired with the store.
- Counters are on different networks.
- Guest Wi-Fi or client isolation is enabled.
- Windows Firewall is blocking BitMed Link.
- A third-party antivirus or firewall is blocking local connections.
- UDP discovery is blocked, so counters cannot find each other.
- TCP port 47832 is blocked, so counters cannot exchange sync data.
- The counter was reinstalled or replaced and needs to be paired again (→ replacing or removing a counter).
Export diagnostics for support
If the problem continues after these checks, export the diagnostics information.
On the affected counter:
- Open Settings → Sync & Diagnostics → BitMed Link Diagnostics.
- Click Export diagnostics.
- Save the diagnostics file.
- Send the file to BitMed support.
- Include a short description of:
- Which counter is not syncing.
- Which other counters are affected.
- When the problem started.
- Whether the store currently has internet access.
- Any error message shown in BitMed Link Diagnostics.
The diagnostics file helps support identify service, network, firewall, and sync problems.
Do not delete local BitMed Link data or clear the local database as a troubleshooting step unless BitMed support specifically asks you to. Local data may contain bills or updates that are waiting to sync.
Quick checklist
Before contacting support, confirm:
- BitMed Link Service is Running.
- The counter is paired with the correct store.
- All affected counters are on the same local network.
- TCP 47832 is allowed.
- UDP 47833 is allowed.
- Client/AP isolation is disabled.
- BitMed Link Diagnostics does not show a critical error.
- BitMed Link has been restarted.
If all checks pass and the counters still do not sync, export the diagnostics file and send it to BitMed support.