topic Re: Tickets randomly not sending to kitchen in Restaurant Operations

Tickets randomly not sending to kitchen

Mahoney — Mon, 26 Feb 2024 21:04:50 GMT

We've been having this issue for a few months. Orders will send to our expo screen but not the kds screen.

Seemingly at random, some orders will send only to expo and not to the kds. I've been tracking this issue for a couple of months. Originally I though it might be a specific item wasn't configured correctly, but the orders don't have any one shared item across all of them and all of the items will fire on other tickets.

I then thought maybe it was an offline terminal, but the orders can be from online ordering, a handheld, or a stationary terminal. So it really does seem to be a random problem.

Our sister site is having a similar problem and also hasn't been able to find a solution. Has anyone else had this problem and if so how did you solve it?

Re: Tickets randomly not sending to kitchen

au79teahouse — Mon, 26 Feb 2024 21:37:05 GMT

There are several things we can try to troubleshoot here:

1) Do you use meal pacing/course firing?
2) Does this issue only occur to certain dining option?
3) Are all your KDS hardwired?
4) Have you tried to power cycle the Ethernet switch?

Re: Tickets randomly not sending to kitchen

rcmck — Mon, 26 Feb 2024 22:02:01 GMT

Assuming they are hard wired (they should be, if not that could be your issue as well) I would start with a new ethernet patch cable to the KDS. It's the most common cause of intermittent connection issues, they can take a beating in a kitchen environment, I keep a box full of spares for this reason.

Re: Tickets randomly not sending to kitchen

Mileah — Thu, 05 Dec 2024 08:23:11 GMT

I am having the SAME issue on ALL Online Orders - None fire to KDS. I have a ticket open and we trouble shoot, same steps each time, get to the point of needing a online order which tech support can't create a test ticket so they want me to go and place an online order to find out if it works. Well one that's ridiculous considering the PREMIUM price of this program. Second, when I call back using open ticket# I get a NEW person and I have to go thru ALL THE SAME STEPS again. UGHHHH Went thru all this again yesterday. Not a happy camper. Looks like the only solution is to outsourse all Online, website, app ordering thru one of the Integration partners.

Re: Tickets randomly not sending to kitchen

rcmck — Thu, 05 Dec 2024 14:37:13 GMT

Can you share what steps you have taken already to troubleshoot? Most importantly is the autofire device set and have a connection? Are online orders set to autofire or do they require approval first?

Re: Tickets randomly not sending to kitchen

Rob — Thu, 05 Dec 2024 17:15:19 GMT

If you attach your case number here, I can see if I can escalate the issue, but usually, this is an autofire issue.