> ## Documentation Index
> Fetch the complete documentation index at: https://docs.controller360.com.br/llms.txt
> Use this file to discover all available pages before exploring further.

# Questions and Answers

# Controller360

> [accordion] I forgot my Controller360 password, clicked “Forgot my password,” and did not receive a new password.
>
> 1. Check whether the email address entered is correct;
> 2. Check your spam folder;
> 3. Check whether the email account has any restrictions;
> 4. The email domain may be blocked by the server;

> [accordion] How will the New User access the System?
>
> Access it through the Link [https://portal6.controller360.com.br/](https://portal6.controller360.com.br/)

> [accordion] The icons on the Controller360 page are not appearing
>
> Check the Internet connection, delete the cookies, and restart the computer.

> [accordion] Controller360 does not open. It loads to 100%, stops, and does not open
>
> Follow the Steps below:
>
> 1. Clear the browsing history, cookies, and caches;
> 2. Run tests on other computers;
> 3. If the problem persists, access the computer to analyze its performance, configuration, processor, etc. Because Controller displays charts and presentations, acceleration technology is used to improve performance. However, in some cases, this error may occur because the computer's processor does not support this feature. It is important to note that this occurs on older computers. We have a “version” without this feature so that Controller can operate. Use the domain \[[https://portal6.controller360.com.br/\]](https://portal6.controller360.com.br/]\(https://portal6.controller360.com.br/\))

> [accordion] Error: “A Local Failure Occurred,” the computer does not load the Controller360 page
>
> Follow the Steps below:
>
> 1. Clear the browsing history, cookies, and caches;
> 2. Run tests on other computers;
> 3. If the problem persists, access the computer to analyze its performance, configuration, processor, etc. Because Controller displays charts and presentations, acceleration technology is used to improve performance. However, in some cases, this error may occur because the computer's processor does not support this feature. It is important to note that this occurs on older computers. We have a “version” without this feature so that Controller can operate. Use the domain \[[https://portal6.controller360.com.br/\]](https://portal6.controller360.com.br/]\(https://portal6.controller360.com.br/\))

# Controllership

> [accordion] Difference in Loss/Breakage and Consumption Values between ERP and Controller360
>
> **ERP** displays the average cost including taxes, while **Controller360** displays only the average cost.

> [accordion] “Error: Metrica/Painel/OutraMargem/Get: TypeErrror: Failed to fetch Evento: Filtrar
>
> Settings / Indicators\
> Access the indicators, configure them, and save them (you do not need to make any changes).

> [accordion] Metrics is not updating the Contribution Target and Purchase Limit
>
> In this case, the budget must be recalculated. The budget was probably prepared too far in advance.

> [accordion] DDV / Inventory Variation Percentage is zero in Metrics
>
> 1. Check whether the POS Consistency Checks were performed;
> 2. Check whether the store operated on the previous day, as ERP does not load the inventory balance when there is no activity.

> [accordion] The Sales Amount in Master differs from Controller360 – Commercial Monitoring
>
> These discrepancies may occur when certain processes are not followed. Follow the steps below to check:
>
> 1. Check whether the number of commercial categories in ERP is the same as in Controller360. If any commercial category is missing, it must be updated. [Click here](https://docs.controller360.com.br/content/docs/en/configuracoes/setor-mercadologico.md)
> 2. If you followed step 1 and information is still missing, the consistency check was probably not performed for one of the days in the month. [Click here](https://docs.controller360.com.br/content/docs/en/configuracoes/registro-atividades.md) to check the consistency checks.
> 3. After performing the consistency check(s), follow Step 2 again to retrieve the new information.

> [accordion] A commercial category is missing from Commercial Monitoring
>
> When a commercial category is missing, we must analyze several factors. Follow the steps below:
>
> 1. Check whether all Commercial Categories registered in ERP are also present in Controller360.
> 2. Check whether the User has access to the Commercial Category.
> 3. Manually update the commercial categories: To learn how to perform the update, [Click here](https://docs.controller360.com.br/content/docs/en/configuracoes/setor-mercadologico.md)

> [accordion] How do I change the Commercial Category Level in Commercial Monitoring?
>
> Click Settings / Parameters – Commercial Category Level – change it to the desired level: 1, 2, or 3.
>
> * Remember that after making this change, you must synchronize the Commercial Categories. If the budget has already been calculated, it must be calculated again.

> [accordion] I cannot access Commercial Monitoring!!!
>
> The User in question probably does not have access to the commercial categories.\
> To learn how to grant access, [click here](https://docs.controller360.com.br/content/docs/en/configuracoes/usuarios-e-permissoes.md#03-–-permissão-por-mercadológico)

> [accordion] One commercial category target receives almost the entire value for the day, while some commercial categories with smaller shares become negative.
>
> This may occur on days when the store is closed, such as Sundays and holidays. When searching by day of the week to distribute the Budget by day, Controller does not “find” any data and returns zero. The budget is edited and, due to a system “failure,” the shares of the smaller commercial categories become negative.
>
> The developers are working to resolve this issue.

> [accordion] Difference between the Average Margin in the Budget assistant and the margin shown in the budget details and Metrics
>
> These Margins serve different purposes;
>
> When calculating the (Average) Margin while Creating the budget, Controller displays the average from the previous two months or allows the customer to enter the desired margin. This margin is used to calculate the [break-even point](https://docs.controller360.com.br/content/docs/en/controladoria/orcamento.md#result-for-23/07/2026)
>
> When proceeding to the next routine, which is Budget Calculation, Controller uses historical data to distribute the Sales Target among the commercial categories and then among the days, respecting the seasonality of the period and thereby defining our margin.
>
> If you want to keep the margin entered in the Budget assistant, you can change it in the “edit budget” routine (by changing the COGS percentage). For more details, [click here](https://docs.controller360.com.br/content/docs/controladoria/orcamento.md)

> [accordion] How do I Export the Strategic Plan to ERP?
>
> [Click here](https://docs.controller360.com.br/content/docs/en/controladoria/orcamento.md#how-to-change-or-recalculate-a-budget)

> [accordion] I cannot “Create” the budget, and the data does not load in the Planning assistant.
>
> This occurs when the Synchronizer is turned off (Closed). The yellow light in the upper-right corner is probably flashing. Follow the steps below to correct this:
>
> 1. Open Sync360, which should be installed on the application server, and leave it minimized. If the error continues, the synchronizer (Sync 360) must be reinstalled. Contact Specialized Support to perform this procedure.

> [accordion] Real-Time – Daily target is much lower than the actual value
>
> The targets are calculated according to the same period from the previous year, respecting the days of the week and seasonality, producing values very close to the actual results for that period. When these targets are much lower, Controller may not have found one year of historical data to process the information, resulting in this discrepancy in the target values.
>
> In this case, these targets must be edited manually. To learn how to edit the daily targets, [click here](https://docs.controller360.com.br/content/docs/en/controladoria/orcamento.md#how-to-edit-sales-targets-by-day/month)

> [accordion] Real-Time Error: “DOES NOT DISPLAY SALES TARGET”.
>
> Check whether the Budget (Strategic Planning) has already been created.
>
> To check, access: Controllership / Budget (Strategic Planning) and confirm whether planning for the current month has been created. To learn how to create the Budget (Strategic Planning), [click here](https://docs.controller360.com.br/content/docs/en/controladoria/orcamento.md#como-criar-um-orçamento)

> [accordion] Real-Time displays the error: “Exception While Reading From Stream”
>
> This type of problem may occur because the connection is slow while retrieving the data.
>
> To identify the problem accurately, first open some report screens, such as Metrics (Controllership/Metrics), or any report within Analytics. If these reports take a long time to open, your server (Database) is experiencing connection problems. If these reports operate normally, there is a slowdown only in the POS data tables. In this case, you must contact ERP support.

> [accordion] Real-Time displays the error: “Internal Server Error”
>
> This type of error occurs when the user **does not have access permission** for a specific **Commercial Category**.\
> To learn how to adjust the access permission for a commercial category, [**click here**](https://docs.controller360.com.br/content/docs/en/configuracoes/usuarios-e-permissoes.md)

> [accordion] Real-Time does not load the information
>
> See the possible causes below:
>
> 1. Check whether the connection to the server is working;
> 2. Check whether the Concentrator (ERP) is working;
> 3. Check whether the User has the correct access permissions for the commercial categories;

> [accordion] Why is the Average Margin from the Budget different from the Contribution Margin in Metrics?
>
> For more details about Average Margin (Budget) versus Contribution Margin (Commercial Monitoring) or (Metrics)\
> [click here](https://docs.controller360.com.br/content/docs/en/controladoria/orcamento.md#margem-média-orçamento-vs-%-margem-de-contribuição)

> [accordion] How Is the Purchase Limit Calculated?
>
> The ***Purchase Limit*** calculates purchase limits by commercial category in a flexible manner *(when sales increase, purchasing power increases; when sales decrease, purchasing power decreases)*.
>
> To learn how it is calculated, [click here](https://docs.controller360.com.br/content/docs/en/controladoria/limite-compras.md#purchase-limit-calculation)

> [accordion] How Do I Activate the Purchase Limit Workflow?
>
> When exporting the **Purchase Limit to** ERP, we must ensure that the Buyer does not exceed this limit.\
> In this case, we must activate the controls that will perform this task automatically, ensuring that there are no excess purchases.
>
> To learn how to activate these controls, [click here](https://docs.controller360.com.br/content/docs/en/controladoria/limite-compras.md#how-to-activate-the-purchase-limit-workflow).

> [accordion] How is inventory DDV calculated in Controller360?
>
> Controller360 does not calculate DDV; it retrieves the value already calculated in Master.\
> The calculation formula in ERP is: **(SaldoEstoque / QuantidadeVendaMedia) = DDV**

> [accordion] Why are the results not appearing in Real-Time?
>
> **Real-Time** can only process the data after the **budget** has been created. To learn how to create a budget, [click **here**](https://docs.controller360.com.br/content/docs/en/controladoria/orcamento.md#how-to-create-a-budget) ;
>
> If the budget for the current period has already been created and Real-Time is still not working, check whether the synchronizer is connected correctly or whether it was accidentally closed.

> [accordion] Difference in Loss/Breakage and Consumption Values between ERP and Controller360
>
> ERP displays the average cost including taxes, while **Controller360** displays only the average cost.

> [accordion] How Do I Verify Controller Data against VR Master?
>
> [See how to Verify Controller Data against VR Master](https://docs.controller360.com.br/content/docs/guia-conferencia/como-conferir-o-demonstrativo-financeiro-vs-vr-master.md)

# Analytics

> [accordion] Supplier Analysis – The return value is not displayed
>
> In VR Master, check the Sales Return parameters in the Entry and Exit Settings.

> [accordion] Purchase Analysis does not load the information
>
> Check the analysis period, select the commercial category, and click filter.

# **Results Calculation**

> [accordion] How to View the Chart of Accounts (Entry Type) in ERP
>
> To view the Chart of Accounts (Entry Type) in ERP\
> [click here](https://docs.controller360.com.br/content/docs/configuracoes/plano-contas.md#como-visualizar-o-plano-de-contas-tipo-entrada-no-vr-master)

> [accordion] How Do I Verify the Financial Statement against ERP? \[Cash]+\[Credit Card]+\[Debit Card] and others
>
> THERE ARE TWO WAYS TO CALCULATE THE FINANCIAL RESULT: **BY DUE DATE** AND **BY PAYMENT DATE.**\
> To verify the Financial Statement against VR Master, click the link below and follow the steps.
>
> [Click Here](https://docs.controller360.com.br/content/docs/guia-conferencia/como-conferir-o-demonstrativo-financeiro-vs-vr-master.md) to view the complete Step-by-Step Guide.

# **Settings**

> [accordion] I forgot my password. What should I do?
>
> Access the Controller360 portal through the link [https://portal6.controller360.com.br/](https://portal6.controller360.com.br/)
>
> Use your registered email address to Log in to Controller360, then click “Forgot my password”

> [accordion] Who can add new Users?
>
> Any user who has **Administrator as their Access Permission.**\
> To learn how to add a user, [**click here**](https://docs.controller360.com.br/content/docs/configuracoes/usuarios-e-permissoes.md#como-incluir-um-usuário-novo)


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