Troubleshooting

An order is missing

If a ticket is missing from the kitchen board:

1. Tap the Refresh icon in the header.
2. Check the source buttons on the bottom bar. Tap every selected source to turn it off and show all sources.
3. Ask a manager to check the station and kitchen print target filters in Settings.
4. For an older or future order, ask a manager to check Hours before and Hours after in Settings.

If the ticket is still missing, ask a manager to check its station and kitchen print targets in the POS.

Orders stop updating

If the board stops showing new orders:

1. Tap the Refresh icon in the header.
2. Check that the device has internet access.
3. If Notifications Off appears, tap it to turn notifications on or open device Settings.

If No Push Support appears, the display checks again every 15 seconds while its live connection is down. With normal updates, it checks every 60 seconds. After you touch a ticket, it waits at least 15 seconds before checking again.

The display picker says Subscription required

If both display tiles are locked and show Subscription required, or a display shows Please subscribe to the KDS to continue:

• Make sure you selected the right business.
• Ask an owner to check the Displays add-on in the Back Office  under Plan & Billing → Manage Plan → Add-Ons. See Setup & Installation.

Install an app update

When a new version is ready, Update available appears on any screen: “A new version of the app is ready. Install now? The app will restart automatically.”

• Tap Update to install it. The app shows Installing update…, restarts in a moment, and returns to the same display. It is safe to install mid-shift. The board reloads with the current orders.
• Tap Not now to keep working. The display checks for updates while it runs, about every 30 minutes and whenever the app returns to the screen. An update you skipped is offered again after the app restarts, or when a newer one is ready.
• If Update failed appears, keep working and try again later.

The prompt follows the display language. Check the installed update under OTA Update in Settings.

Android Installation Issues

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)

Display Performance

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