Quick reference

METRC Error Codes & Fixes

Common METRC errors, their causes, and step-by-step resolution procedures for quick problem-solving.

Common METRC Error Codes & Resolutions

Quick reference for the most frequent METRC errors encountered in retail operations.

Error CodeDescriptionCauseResolution StepsEscalation
Package Not Found Scanned tag doesn't exist in METRC Damaged tag, wrong facility, data entry error 1. Recheck tag scanning
2. Verify facility selection
3. Contact supplier for verification
4. Document and quarantine package		 Manager if persistent; OCP for missing packages
Invalid Package Status Package status prevents transaction Recalled, expired, or transferred package 1. Check package details in METRC
2. Verify expiration date
3. Confirm recall status
4. Remove from sale if invalid		 OCP for recalled products
Insufficient Quantity Not enough inventory for sale Previous sale not recorded, theft, or counting error 1. Recount physical inventory
2. Check recent transactions
3. Reconcile with METRC
4. Document discrepancy		 Manager for variances >5%
Connection Timeout METRC system unresponsive Network issues, server maintenance, high traffic 1. Check internet connection
2. Retry after 5 minutes
3. Use offline mode if available
4. Document downtime		 IT support; OCP if >24 hours
Permission Denied User lacks required access Incorrect role assignment, expired permissions 1. Verify user role in METRC
2. Check account status
3. Request access from admin
4. Use alternative authorized user		 Facility admin for access changes
Data Validation Error Required fields missing or invalid Incomplete entry, format error, outdated data 1. Review all required fields
2. Check data formats
3. Update customer info
4. Resubmit transaction		 Manager for system issues
Duplicate Transaction Sale already recorded Double scanning, system lag, user error 1. Check recent transactions
2. Void duplicate if found
3. Confirm with customer
4. Document incident		 Manager for refund procedures
Batch Not Found Product batch missing from system Supplier data entry error, system sync issue 1. Contact supplier for batch info
2. Check transfer manifests
3. Verify batch ID accuracy
4. Quarantine affected packages		 OCP for missing batch data
License Validation Failed License expired or invalid Outdated license, data sync delay 1. Verify license status
2. Check expiration date
3. Contact OCP for updates
4. Update facility info		 OCP immediately for license issues
Transfer Rejected Incoming transfer not accepted Manifest errors, facility issues, timing 1. Review transfer details
2. Contact sending facility
3. Check manifest accuracy
4. Accept or reject with reason		 OCP for transfer disputes

System & Connectivity Issues

Handling METRC system-wide problems that affect operations.

Network Problems

  • Slow Response Times: Check local network, try different device, contact ISP.
  • Intermittent Connectivity: Use mobile hotspot as backup, document patterns.
  • Complete Outage: Follow downtime procedures, notify OCP if >4 hours.
  • SSL Certificate Errors: Clear browser cache, check system time, contact METRC support.

Account Issues

  • Locked Account: Wait 15 minutes, reset password, contact admin.
  • Expired Password: Reset immediately, update security questions.
  • Two-Factor Authentication: Check email/SMS, use backup codes, contact support.
  • Role Changes: May take 24 hours to propagate, use alternative access.

Data Entry & Validation Errors

Common mistakes in data entry that cause METRC rejections.

Customer Information

  • Invalid ID Format: Ensure proper state ID format, check expiration.
  • Missing DOB: Required for age verification, enter accurately.
  • Address Errors: Must match ID, use full address format.
  • Duplicate Customers: Search existing records before creating new.

Product Information

  • Weight Discrepancy: Must match package label within tolerance.
  • Strain Mismatch: Verify against batch records and labels.
  • Expiration Issues: Check dates, remove expired products immediately.
  • Package Type Errors: Select correct category (flower, concentrate, edible).

Escalation Procedures

When to escalate errors and who to contact for resolution.

Internal Escalation

  1. Level 1 - Budtender: Try basic troubleshooting, document error.
  2. Level 2 - Shift Lead: Review procedures, attempt advanced fixes.
  3. Level 3 - Manager: Authorize system changes, contact external support.
  4. Level 4 - Owner: Legal/compliance issues, facility-wide problems.

External Contacts

  • METRC Support: 1-855-638-3721 (technical issues, account problems).
  • OCP Compliance: 207-287-4161 (regulatory issues, reporting requirements).
  • OCP IT Helpdesk: help@metrc.com (system outages, data issues).
  • Emergency: 911 (theft, security breaches, immediate threats).

Documentation Requirements

  • Log all errors with timestamps, error codes, and attempted solutions.
  • Record all communications with support and OCP.
  • Retain error logs for 7 years for compliance audits.
  • Include error resolution in staff training sessions.

Error Prevention Best Practices

Proactive measures to reduce METRC errors and improve efficiency.

Staff Training

  • Regular METRC training sessions for all staff.
  • Certification requirements for complex procedures.
  • Cross-training to prevent single points of failure.
  • Performance tracking and coaching for error-prone tasks.

Process Improvements

  • Standardized checklists for common transactions.
  • Double-check procedures for high-value sales.
  • Automated alerts for unusual transactions.
  • Regular equipment maintenance and calibration.

Technology Solutions

  • Use barcode scanners for accurate data entry.
  • Implement POS system integration with METRC.
  • Regular software updates and security patches.
  • Backup internet connections for redundancy.

Accessibility & Print Features

This reference page works with assistive technology and prints cleanly for quick troubleshooting reference.

Using with Assistive Technology

  • Skip Link: Press Tab when the page loads to access "Skip to content" and jump past navigation.
  • Screen Readers: Navigate by heading (H key) to jump between error types. Table data is properly structured for easy reference.
  • Keyboard Navigation: All links work with Tab and Enter keys. Visible focus outlines show your position.
  • High Contrast: Text and tables meet WCAG AA standards for readability.

Printing for Reference

  • Clean Output: Navigation automatically hides when printing for quick-reference troubleshooting guide.
  • Table Optimization: Print in landscape mode for best error code table layout.
  • Use Print Preview: Press Ctrl+P (Windows) or Cmd+P (Mac) to check layout.
  • Save as PDF: Create digital copies for counter tablets or staff quick-reference binders.

For full details, see OCP METRC Getting Started Guide and METRC Maine.