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How to troubleshoot hardware issues at the POS

Use the instructions below to restore your hardware connection and operation if it does not appear on the POS or works intermittently.

The printer used to work, but is no longer detected on the POS

  1. Restart the printer, the router, and the device running the POS app.
  2. After restarting all devices, clear the POS cache to refresh the data.
    On the POS, tap the green indicator in the upper-right corner. If you see the message that all data is synchronized, tap ≡ → Clear cache.
  3. Tap ≡ → Devices.
  4. Search for the printer on the POS.
  5. If the printer is found, tap Print test receipt.

If the printer is not found, or the test receipt does not print run a printer settings test, send a photo of the test result, and provide the printer model name in the chat in the management console.

Kitchen Kit tickets are no longer arriving

  1. Restart the device running Kitchen Kit, the router, and the device running the POS app.
  2. After restarting all devices, clear the POS cache.
    On the POS, tap the green indicator in the upper-right corner. If all data is synchronized, tap ≡ → Clear cache.
  3. Sign in to the POS app and open ≡ → Devices.
  4. Search for Kitchen Kit on the POS.

If the device is found send a test kitchen ticket, and check whether it appears in the Kitchen Kit app.

☝️ To send orders to the kitchen, make sure Kitchen Kit and the POS are connected to the same Wi-Fi network.

If the issue with kitchen tickets remains after completing all steps, contact us in the chat.

 

If the network connection is unstable, the POS may temporarily lose connection with the hardware. Check the quality of your Wi-Fi or internet connection and repeat the setup steps. If the router filters devices or restricts access, bind the equipment by MAC address.