KDS lost orders

[threebirdies]

I had a major issue on the weekend where orders simply vanished between the register and KDS

they were on the register as transactions but never showed up in the kitchen

anybody else have this issue? Causes? Solution?

[Laurie_]

Hi @threebirdies we're sorry to hear you ran into issues over the weekend with your KDS!

If you could provide some more information here, that'll help us understand what may have caused this.

Did the issue arise at a certain time and are you still experiencing this, or has it since been resolved?
Were all orders impacted during this time?

Did you experience any network issues over the weekend at this location?
Are you able to confirm you have created the KDS for the same location as your Point of Sale device?

If your Square KDS is having trouble connecting with Restaurants, we recommend the following troubleshooting steps as the first port of call:
 

1. Check to make sure you are using the most recent version of the Restaurants app and KDS app.
2. Check that your iOS is up to date on your device.
3. Navigate to Settings on your KDS app to double-check that your preferred item categories are enabled and that the correct items are in the selected item categories.
4. Navigate to Settings on your KDS app to check that your preferred orders are turned ON.
5. Restart the Square KDS app.
6. Take a trial order to double-check that your KDS is properly receiving orders from the Point of Sale.

Give these a try and let us know how you go here.

[threebirdies]

It was random orders

no settings have been changed and I can’t see any reason for it to happen. Internet was fine. The transactions were in the register but never reached the kitchen.

 
This happened after a major problem on Thursday where random items vanished from the register (I have been onto tech support). The only way I’ve been able to fix that issue is to delete them from the system and recreate them. 
I still have random items where the register is saying there’s no price and we have to manually input at the sale point. 

this all happened after an update Thursday morning 

[Laurie_]

Thanks for taking a look at the troubleshooting steps, @threebirdies!

To be honest with you, I'm not sure what would have triggered the loss of items from your Item Library. Especially, if the software on both KDS and your Square POS is up to date and was at the time the issue arose, this makes it a little trickier to pinpoint exactly what the root cause could have been.

Are you able to confirm if you're using the Square KDS or Fresh KDS application on your iPads? The recommended troubleshooting varies slightly depending on the app in use. For example, we tend to find that missing order information on Fresh KDS can be traced back to network issues the majority of the time, and for this reason, we have included specific network troubleshooting steps in the online Support Article.

However, these troubleshooting steps are intended to resolve connection and missing order data issues, missing items is an entirely separate issue that will need to be looked at in greater detail by our team.

I know you've mentioned you've previously reached out to our Support Team but in this case, if the issue persists, I would suggest jumping back on the phone and connecting with one of our Square for Restaurants specialists who can offer more application-specific solutions.

Feel free to share any offered solutions in this thread as other sellers may find this information helpful. Let me know if you have any other questions!

 

[threebirdies]

this has happened again today - multiple items have vanished off the register

[Arie]

Thanks for sending this screenshot across, @threebirdies. How frustrating! Reaching out to our support team directly, so we can troubleshoot with you more closely would be the next step here. You can call support on 1800 760 137 (Mon-Fri, 9am-5pm Melbourne time), or contact us via online chat or email:

1. Sign in to your Square account

2. Head to our contact page https://squareup.com/help/au/en/contact

3. Click on any topic, then "I don't see my issue"

4. Click "Message us" or "Email us"

Or, if you see the new chatbot help flow, type "support" to bring up a list of contact methods.