Troubleshooting

Orders Not Appearing

If the order grid is empty or missing expected orders:

Check station filters — open Settings and make sure the correct station numbers are selected, or clear all stations to show everything
Check print target filters — ensure the right kitchen print targets are selected, or clear all to show all targets
Check channel filters — on the bottom bar, make sure you haven’t filtered out the order source (In-store, Selflane, or 3rd Party)
Check loading range — in Settings, increase Hours before if you need to see older orders, or Hours after for future orders
Verify POS configuration — ensure orders are assigned to a station number and dishes have print targets configured in your POS settings

If orders appear stale or are not refreshing:

The display auto-refreshes every 60 seconds. After tapping on dishes or Order Up, there is a 15-second cooldown before the next refresh
Check your internet connection — the app requires an active connection to fetch orders
Check push notifications — ensure notifications are enabled for the app in your device settings. Push notifications trigger immediate refreshes when new orders arrive
Force refresh — close and reopen the app to trigger a fresh data load

If the app shows a subscription prompt instead of the order grid:

Your KDS subscription may not be active. Check your subscription status in the Back Office or contact your account manager
Make sure you are signed in to the correct business account

If you have trouble installing the Android APK:

“Install blocked” message — go to Settings > Security (or Settings > Apps > Special app access > Install unknown apps) and allow installation from your browser or file manager
“App not installed” error — try uninstalling any previous version of the app first, then reinstall
Download not starting — try a different browser (Chrome is recommended)

If the app feels slow or unresponsive:

Reduce the number of columns — fewer columns means fewer cards to render at once
Narrow the loading range — loading fewer hours of orders reduces the data the app needs to process
Close other apps — free up device memory by closing unused applications
Restart the device — a fresh restart can resolve memory and performance issues