Timezone / Date Issues – Complete Troubleshooting Guide

Overview

Date and timezone accuracy in Hana POS is critical for:

• Order scheduling
• Delivery timelines
• Reporting accuracy

Hana POS relies on synchronized time across multiple layers, including:

• User device (computer/tablet)
• Browser session
• Application settings
• Server time

? Any mismatch between these layers can lead to incorrect data display.

Why This Matters (Support Context)

Timezone issues are high-impact but often misunderstood.

? Key Insight:
Most timezone/date issues are caused by:

• Incorrect system (device) time
• Wrong timezone configuration
• Browser session not refreshed
• Mismatch between user location and system settings

? These are typically environment-related issues, not system bugs.

Common Symptoms Reported by Florists

Florists may report:

• “Order is showing the wrong date”
• “Delivery is scheduled for the wrong day/time”
• “Reports are not matching expected values”
• “Today’s orders appear under a different date”
• “Order timestamps look incorrect”

Root Cause Categories

1. System Time Incorrect (Most Common Cause)

• Device clock set incorrectly
• Manual time override

2. Timezone Mismatch

• Wrong timezone selected on device
• Business operating in a different timezone

3. Browser Session / Cache Issues

• Browser not reflecting updated time
• Cached session using old values

4. User-Level Configuration

• User account timezone mismatch (if applicable)

5. Server-Client Sync Delay

• Temporary delay in syncing time data
• Rare but possible

Step-by-Step Troubleshooting Process

⚠️ Always verify system/device time before checking anything else.

Step 1: Verify System Time (Critical First Step)

Ask:

“Is your system date and time correct?”

Guide florist to check:

• Windows / Mac system clock
• Date, time, and timezone

? Why this matters:
Incorrect system time is the #1 cause of date-related issues.

Step 2: Check Timezone Settings

• Ensure correct timezone is selected
• Match timezone with business location

? Example:
If the shop is in one region but system is set to another, orders will shift dates.

Step 3: Verify Automatic Time Sync

• Ensure “Set time automatically” is enabled
• Enable “Set timezone automatically” (if available)

? Why this matters:
Prevents future mismatches.

Step 4: Refresh Browser Session

• Refresh the page
• Log out and log back in

? Why this works:
Forces system to reload correct time data.

Step 5: Validate Order Data

• Check:
  • Order creation timestamp
  • Delivery date/time
• Compare with:
  • System time
  • Expected schedule

? Goal:
Confirm whether issue is resolved or still present.

Critical Scenarios & Handling

Orders Showing Wrong Date

Possible causes:

• System time incorrect
• Timezone mismatch

✅ Action:

• Correct system time
• Verify timezone

Delivery Scheduled Incorrectly

Possible causes:

• Timezone mismatch
• Manual scheduling error

✅ Action:

• Verify timezone
• Recheck delivery date

Reports Not Matching

Possible causes:

• Timezone difference
• Incorrect date filters

✅ Action:

• Verify timezone
• Adjust report filters

Orders Appearing on Different Day

Possible causes:

• Timezone offset (e.g., midnight boundary issues)

✅ Action:

• Align system timezone
• Refresh session

Best Practices for Support Agents

• ✅ Always verify system time first
• ✅ Ensure timezone matches business location
• ✅ Ask user to refresh/login after changes
• ✅ Cross-check order timestamps
• ❌ Do NOT escalate without validating device settings
• ❌ Avoid assuming system bug prematurely

Escalation Guidelines

Escalate ONLY IF:

• System time and timezone are correct
• Issue persists after refresh/login
• Multiple users report the same issue
• Data inconsistency confirmed across system

? Include in escalation:

• User location/timezone
• System time screenshot
• Example order IDs
• Expected vs actual timestamps
• Steps already attempted

FAQ Section

Q1: Why is my order showing the wrong date?

Most commonly due to:

• Incorrect system time
• Timezone mismatch

Q2: Why are my reports incorrect?

Possible reasons:

• Timezone difference
• Incorrect date filters

Q3: Do I need to restart after fixing time?

Not always, but logging out and back in is recommended.

Q4: Can timezone affect delivery dates?

Yes, incorrect timezone can shift delivery schedules.

Support Agent Script (Standardized)

Opening

“Let’s quickly verify your system time and timezone — this usually resolves the issue.”

Validation

“Please check if your device time and timezone are correct.”

Guided Troubleshooting

“Once updated, let’s refresh the system and check the order again.”

Reassurance

“This is a common issue and usually resolves quickly.”

Closure (Resolved)

“Your dates and times should now be aligned correctly.”

Closure (Escalation)

“Thanks for checking that. I’ll escalate this for further review.”