Encompass prompts for a Big POS plugin update and the update fails, or it completes but the new settings behave oddly. This is usually environmental rather than a fault in the package.
Most often this is your network
The update downloads from an external location, and corporate filtering or a proxy commonly blocks it. Ask your IT team whether that download is permitted from the machine running Encompass, then retry. If a download link support sends you also fails, that points at the same filtering.
Ask for the manual package
Where the in-product update will not run, support can supply the plugin package and the DLL directly for a manual install. If links from one file-sharing service are blocked on your network, say so — alternatives are available. You do not need to be added to anyone's tenant to receive them.
Control when production takes the update
The update applies when a super-admin approves it on login. To test first, run it in your test environment and hold off approving in production until you are satisfied.
After the update
The new settings sit under the Big POS Settings menu in Encompass. Rename or rebrand the dashboard form from there; doing it elsewhere has produced errors on the input form builder.
What support will ask for
Which environment you are in, the exact error text, and whether you used the in-product update or a manual package.