Why are new orders not showing up on the Kitchen Display System (KDS)?

Step-by-Step: Troubleshooting Missing Orders

If a customer reports that a placed order is not appearing on the KDS, the problem is usually a connectivity issue. Follow these steps immediately:


  1. Check Internet Connection:
    • The first and most critical step is to verify the internet connection on the device running the KDS.
    • Action: Close the KDS window, open a new browser tab (like Chrome or Safari), and try visiting any major website (e.g., Google or a news site).
    • Result: If the test website does not load, the KDS device has lost its internet connection and cannot receive new data.
  2. Force Refresh the KDS Screen:
    • If the internet is working, the KDS screen might be temporarily stalled.
    • Action: Press the Refresh button on the browser (or F5 on a keyboard) to reload the KDS page. Orders that were placed while the screen was stalled should now load.
  3. Verify Order in Admin Panel:
    • Log into the main MENU TIGER admin panel from a separate, known-working computer.
    • Go to the Orders section.
    • Action: Check the Orders list to confirm that the customer's order was successfully received by the system.
    • Result: If the order is not in the Admin Orders list, the customer may have failed to complete the payment or final confirmation step.
  4. Confirm Store/KDS Settings (Advanced):
    • If the order is in the Admin Orders list but not on the KDS, check that the order's type is enabled.
    • Action: Go to Stores > [Store Name] > Settings. Under QR Menu and Online Menu, ensure the ordering method the customer used (Dine-In, Takeaway, Pickup, or Delivery) is enabled.

Escalation/Final Resolution

If you have confirmed that:

  • The KDS device has a working internet connection.
  • The order appears in the main Admin Orders list.
  • The store settings are correct for the order type.

The issue is likely due to an internal system sync problem.

Action: Immediately advise the user to contact Customer Support to investigate the KDS connection logs and system status. Send an email to: menu-tiger@qrtiger.helpscoutapp.com

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