topic Re: Carryout, Online Order, Third Party tickets not appearing on KDS in Restaurant Operations

Carryout, Online Order, Third Party tickets not appearing on KDS

Sdaniel — Thu, 02 May 2024 19:10:44 GMT

Hi,

One of our locations started encountering issues as of yesterday afternoon where carryout, online, and DoorDash orders were not appearing on the KDS. The manager mentioned that this morning, he had to force fire the orders, which worked for ticket printing, however the orders do not appear on the KDS. We tried the following troubleshooting:

Issue: My KDS isn't showing any incoming tickets

If your KDS isn't showing any incoming tickets, this could be a networking issue. The fix is using a log cycle or a new ethernet cable/switch. If you've evaluated the network and determined that that is not the issue, follow the steps below:

Select three-dot overflow menu in the top-right corner of your screen and select Device Setup.
Under the Kitchen Setup section, select Prep Stations to double-check that all prep stations are assigned to your KDS device. If any prep stations need to be added, select the checkbox next to the name of the prep station and choose Continue.
If all prep stations are enabled, double-check that none of them are listed under the Non-Printing Prep Stations setting. If any are listed, deselect the checkbox and select Continue to remove them from the list.
Then, check the Ticket Display Options setting to see if any ticket filters are currently enabled. If any adjustments need to be made, select/deselect the checkbox and choose Continue.
If the problem persists, select the square icon at the bottom of your screen and swipe up on the Toast icon to force quit the application.
Power cycle the device.
Once your KDS device is back on, log in to Toast and select the three-dot icon in the top right of the passcode screen.
Select Resync Orders and confirm the selection when prompted.
Select the three-dot icon and choose Resync ALL Data. Confirm the selection when prompted on the following screen.
You may also proceed to clear your device's data by selecting the circular home button at the bottom of your screen.

Open the Settings app and select Apps.
Find the Toast POS app and select it.
Select Force Stop and choose OK when prompted.
On the same page, select Storage.
Select Clear Data and choose OK when prompted.

This troubleshooting did not work, does anyone have other troubleshooting suggestions that we can try?

Re: Carryout, Online Order, Third Party tickets not appearing on KDS

rcmck — Thu, 02 May 2024 19:43:11 GMT

Is this just one KDS (if you have multiple)? At step 4 was everything selected? If so I would try unchecking everything since it works the same way as having everything checked, I have seen that work for someone is the past with a similar issue.

Re: Carryout, Online Order, Third Party tickets not appearing on KDS

Sdaniel — Thu, 02 May 2024 19:45:30 GMT

Yes, we have two separate KDS screens. One is where ONLY dine in orders appear and the second is our carryout KDS for all types of To-Go's. Yes, I was on a call with the manager walking him through these steps and he verified that the ticket display options were correct.

Re: Carryout, Online Order, Third Party tickets not appearing on KDS

rcmck — Thu, 02 May 2024 19:56:32 GMT

Okay, I would try making a change to something else, like unchecking them all, save the changes, then go back and set them back to how they were, sort of a software equivalent of "turning it off and on again"

Re: Carryout, Online Order, Third Party tickets not appearing on KDS

Sdaniel — Thu, 02 May 2024 20:01:35 GMT

Sounds good. We will try this suggestion. 🙂

Re: Carryout, Online Order, Third Party tickets not appearing on KDS

josh212 — Fri, 03 May 2024 10:02:47 GMT

What device is set as your auto-firing device, is it online, is it the only one set as your auto firing device. Does your UI options on Toast web have that device set as the auto firing device and are any rules in place that will prevent auto-firing.

Does TDS have an employee for deliveries.

Are your dining options configured correctly and not set to future

Do you have the Dining Options configured correctly for third party orders.

DO you have online orders enabled

There are a few more steps to go through if this doesn't work

Re: Carryout, Online Order, Third Party tickets not appearing on KDS

Sdaniel — Mon, 06 May 2024 17:59:13 GMT

Hey! Thanks for sending all this over, but yes these were the first few items I checked before I found the other troubleshooting page. It turns out Toast agents had been adjusting settings companywide that affected a few of our locations.