Square KDS displays orders out of line sometimes.

[VirginiaBBQ]

We used the Square KDS for the first time yesterday. We noticed that when the POS was idle for more than 5-10 minutes and then have two orders placed at the order window that they would display out of sequence. What would cause this? 

[Donnie-M]

@VirginiaBBQ First it may depend on what hardware are you using, register versus ipad versus android tablet.  My general advice would be on an iPad or Android make sure to set the screen to never time-out or the longest you can.  I find that when tablets go to sleep during the day that funky things sometimes happen, and it takes longer to get the screen up when a customer comes up.  I just manually turn off tablets at the end of the day or use a free screen saver app.

Second, make sure the time on the tablets is set to automatically update.  I had an issue once with a different kds system where a tablet was out of sync due to this.

Square KDS functions very differently from some KDS systems as the tickets come from the cloud I think.  It may have changed since I tested it, but this allows for very flexible setups as long as you have internet access you have kds.  That said, sometimes there may be a slight delay in tickets popping up. 

If it continues to happen after checking the time and the timeout settings on the point of sale and on the kds screen (don't forget to make it not go to sleep also!) then I would contact support so they can offer more troubleshooting options for you.  It sounds like some lag between something waking up.

Hope this helps,

Donnie-M

[Valentina]

Thanks for dropping in with these great tips @Donnie-M!

Sorry to see troubles have brought you here to the Seller Community, @VirginiaBBQ. If you haven't already, we also recommend running through these troubleshooting steps. Here's our contact page, if you end up needing to get in touch directly. Phone support is not available on the weekends, but you can give us a call tomorrow if you're still running in to trouble!

[VirginiaBBQ]

Thank you @Donnie-M , we are using an IPad and I know the screen on it was not locked to so it was going to sleep. We'll try that and I think that will help the issue.

[HonestEatery]

Hello....today we switched from Fresh KDS to Square KDS. At both locations were we implemented, towards the end of the day we were experiencing massive lag times from taking orders to when orders would show up on our 2 KDS, at one point the delay from order to showing up on our KDS was 5 minutes! Has anyone experienced something similar? What did you find fixed the issue?

[JustinC]

Haven't seen any recent tickets created for KDS issues.  Is it possible your ISP experienced brief outages or lags during that time? Have you tried any troubleshooting with your internet? Also check to see if your device and apps are up to date. 

@HonestEatery

[VirginiaBBQ]

We've had the issue also, tech support wasn't able to help. We operate a catering business and only operate a food truck a few times a month so I haven't had tons of experience with the KDS as we've only had it a few months. We have not figured out what caused the issue either. 

[MrFatTiki]

Just installed the square kds on a micro 21.5 android purchased brand new from square. The tablet is slow I had to restart it twice after install to even be able to search the google play store it kept force quitting. Maybe this is standard for android users but as an Apple user it is quite painful. I can tell there will be 5/10 second Lag after ringing in a few test orders. Also we have the square pos stand gen 1 we turned on that devices hot spot for the tablet and immediately lost use of printer and register connected to square terminal. It was as if one or the other could be used kds or hardware. I didn’t have time to mess with the issue I simply restarted everything and connect the kds though a different hot spot. Seems to be working I do not like the lag or the one touch bump of checks. I also do not like that I can’t start a check or select in any way just there or tapped. Hopefully they adapt to some kitchen necessities in the future. Call me I’ll consult cheap just wave my fees for a few months 

[drabbit]

We recently got this same Square KDS and we have not only experienced lag, but also randomly tickets do not appear.

Are you having anymore KDS issues?