Summary: The Merchant App cannot reach the chat server and logs SASL authentication failed. On a self-hosted server this means the Openfire chat service has stopped. Restart Openfire on the host server to reconnect.
Problem
The Merchant App will not connect. Its log shows:
Error while connection to chat server: nsoftware.IPWorks.IPWorksXmppException: SASL authentication failed
Error logging in: SASL authentication failed
Cause
The Merchant App uses a chat service called Openfire (an XMPP chat server) on your own server to talk to Shipstore. This applies to self-hosted setups, where you run the Shipstore server yourself. When the Openfire service stops or drops its session, the app login is refused with SASL authentication failed. Restarting Openfire clears the failed state.
Fix
- Sign in to your self-hosted Shipstore server.
- Open the Windows Services console.
- Find the Openfire service.
- Restart the Openfire service.
- Reopen the Merchant App on the workstation and check that it connects.
- If Shipstore hosts your server for you (cloud) and you see this error, email support@shipstore.com and include a screenshot of the Merchant App log.
What you should see
The Merchant App connects with no SASL authentication failed line in the log, and stations can process and print again.
Related articles
- Merchant App will not register: ports or IP blocked
- Host error while processing: message queue allocated to another job