Prep times not working properly

[chefnmangene]

Prep times are configured correctly in the system, however, they are firing items whenever it feels like it. No rhyme or reason to it. I have reset KDS, cleared cache and data. Nothing seems to work. The prep times work just fine at other 2 locations we have with mirrored menus and prep times.

[Rob]

Thanks for reaching out to the community! This is likely a syncing issue with one of the devices. If you have followed the steps below, the next best step would be to reach out to support for troubleshooting!

1. Access Toast Web.
2. Choose Kitchen > Pacing > Meal pacing to open the Meal pacing page.
3. In the Item Pacing section, review the setting of the Item Fire by Prep Time option. Check the Enable item fire by prep time box if necessary.
4. Save and publish your changes.

 Verify automated item firing and prep times

[nick-g]

We're trying to use Fire by Prep Time for our restaurants (36 locations).  I'm noticing that this feature has a lot of "stickiness" when enabling and disabling at different locations.

We'll start testing in 1 location, run a full service and it seems to go as expected. But when we disable it, it's still partially active, even after resyncing all data on all KDS.  ex. The feature will be disabled and the store will be published, but we'll see a one-off lingering fire by prep time thing happen, like a single item on a single ticket will fire late based on ites prep time despite having turned the feature off and published and resynced already, so the kitchen has to resync all screens multiple times and hope that the feature is truly off.

We are full service and have a decent sized menu, with various prep times across items and modifiers.I thought this was network related at first when we tried testing this a couple months back, but our networks are solid. It's as if the bandwidth usage for Fire by Prep Time is too high for what Toast's cloud servers can handle.

Ops is not happy, IT doesn't have a good answer, overall disappointed in the feature and not sure how to proceed.