Square KDS Completed Tickets Reappearing

[JoyhouseCoffee]

We're using Square KDS on the new recommended Micro Touch Android touchscreen and have recently been having issues with tickets marked as complete jumping back and forth between open and completed. Along with that, some of the incoming tickets won't show up in the open tickets until we click into completed tickets. Then when we go back to open tickets, 5-7 new tickets show up all at once. It's creating mass confusion for our staff when there are a lot of orders coming in at once. Is anyone else dealing this or know how to fix it?

[SVLFever · Accepted solution]

I'm sorry to hear that you are having issues @JoyhouseCoffee .   I have once seen a similar thing, and I was able to correct it by restarting both the KDS and the terminal that the orders had been taken from.   Did you give that a shot already?

[JoyhouseCoffee]

Thanks for your feedback! We updated the app and will definitely try restarting everything if the issue persists!

[MayaP]

Good call, thanks for helping! ❤️

@SVLFever 

[MayaP]

Hi @JoyhouseCoffee – That definitely sounds confusing and frustrating. I’m happy to look into this further if restarting didn’t resolve the issue.

1. When did you first notice this start — was it yesterday? If possible, could you share an approximate time and your timezone?

2. Can you provide a few example orders where this is happening so our team can reference them when investigating?

3. If you have any photos or videos, those are always helpful for context.

Thank you!

[JoyhouseCoffee]

We first noticed it this past Sunday between 10:30 AM and 12:30 PM Central time. We had a whole bunch of orders coming in and that's when we noticed the issue. It's only happened a couple of times since then, and it's hard to pin point details about when or why it's happening. And honestly, by the time we realize that it's happening, it's too late to get a video because it seems to happen once you click out of completed orders. It hasn't happened again since we updated and restarted the devices, so hopefully it's fixed. But if it happens again, we'll try to get a video or a photo! Thanks for the response!

[MayaP]

Yeah, that’s totally understandable. I really appreciate you following up and being willing to help figure this out. Hopefully, the reboot does the trick — but I'm here if it happens again! 🤞

@JoyhouseCoffee