topic Re: Online Orders & Third-Party Orders Not Printing in Restaurant Operations

Online Orders & Third-Party Orders Not Printing

Sdaniel — Mon, 05 Jun 2023 14:18:11 GMT

Hi!

Online orders and third-party orders are not printing in the kitchen; however, they do appear on the KDS. All the settings are accurate. We are using the recommended auto firing device. This issue started happening on a Sunday and since then, we have not been able to reach a resolution. I have spoken with Toast customer care and unfortunately nothing came of that.

Any idea as to what could be causing this?

Re: Online Orders & Third-Party Orders Not Printing

Rob — Mon, 05 Jun 2023 17:08:48 GMT

@Sdaniel Please check your online ordering settings and ensure that only one auto-fire device is listed. Additionally, confirm if you are using approval rules. If not, please set the approval mode to "send orders directly to kitchen" and save and publish the changes. Kindly let me know if this resolves the issue. If possible, could you please share a screenshot of your online ordering settings?

Re: Online Orders & Third-Party Orders Not Printing

Sdaniel — Mon, 05 Jun 2023 17:42:26 GMT

Hi Rob,

Yes, we do have only 1 auto firing device assigned, that was one of the first settings I checked to verify that we didn't have multiple auto firing devices assigned as I know that will cause double printing issues. I've also tried assigning a different auto firing device. As for the approval rules, all of our restaurants are set up to we have all of our locations set to "use rules" and not "send orders directly to kitchen". One thing to note, when the issue first came up, all orders were appearing under the pending screen, and when management fired those tickets, the tickets still did not print. We are no longer having issues with orders being stuck under the pending screen, orders are coming through as they should and while they appear on the KDS, the ticket is not printing in our kitchen. I assigned a backup printer to our kitchen printer, and the online ordering and third-party tickets will only print to the backup printer which is not located on the kitchen side.

Re: Online Orders & Third-Party Orders Not Printing

au79teahouse — Mon, 05 Jun 2023 18:20:06 GMT

Have you tried to set "Approval Mode" to "Send orders directly to kitchen" and see if it works? And did you add a new device or make a change to your configuration recently?

Re: Online Orders & Third-Party Orders Not Printing

Sdaniel — Mon, 05 Jun 2023 18:46:57 GMT

Hello,

Yes, we did try "send orders directly to kitchen" and no we did not add a new device or change configurations from my knowledge.

Re: Online Orders & Third-Party Orders Not Printing

Sdaniel — Mon, 05 Jun 2023 19:26:59 GMT

Yes, I do see "Item Routing", but we don't have anything configured under that section.

Re: Online Orders & Third-Party Orders Not Printing

rcmck — Mon, 05 Jun 2023 19:34:34 GMT

So tickets are printing to the kitchen as they should in house? Can you try putting the KDS that is the autofire device (Dine in_KDS) into quick order mode and sending an order and see if it prints as it should. KDS will show orders as long as it has an internet connection, but there could be some network issue preventing the printing. Also do you see anything under the print queue in device status?

Re: Online Orders & Third-Party Orders Not Printing

Sdaniel — Mon, 05 Jun 2023 19:39:48 GMT

That is correct, orders placed in house whether it be for dine in or carryout are printing in the kitchen. My thought was that there could be network issues, however when speaking with Toast's network team, there was no resolution that came of it.

Re: Online Orders & Third-Party Orders Not Printing

rcmck — Mon, 05 Jun 2023 19:41:30 GMT

Ok, seems like it to me, I think the test I described could help determine that. If orders sent from there in house don't get to the kitchen printer then there is some issue from their to the printer.

Re: Online Orders & Third-Party Orders Not Printing

au79teahouse — Mon, 05 Jun 2023 20:34:26 GMT

Just want to confirm, online ordering tickets are still printing out from your backup printer, yes?

Re: Online Orders & Third-Party Orders Not Printing

Sdaniel — Tue, 06 Jun 2023 12:44:32 GMT

Yes, that is correct, the tickets are still printing to our backup printer.

Re: Online Orders & Third-Party Orders Not Printing

au79teahouse — Tue, 06 Jun 2023 15:55:20 GMT

I understand that you do not have any configured under item routing. Maybe try to add a new rule that will reroute online orders from your backup printer to kitchen printer. Perhaps that will override anything that prevents online orders from being sent to correct printer.

Re: Online Orders & Third-Party Orders Not Printing

Sdaniel — Wed, 07 Jun 2023 15:16:16 GMT

Thanks everyone for your advice. It seems that the Toast outage that took place yesterday with online ordering and third-party orders seemed to have fixed our issue.