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Kitchen Display Solution (KDS) Troubleshooting

June 23, 2025

Description

How to troubleshoot your Kitchen Display Solution (KDS)

What's in this article?

Solution: Restaurant

 

Changes in Back Office aren't appearing on KDS

Configuration changes made in Back Office will not appear until you synchronize the KDS. 

To synchronize the KDS with Back Office


  1. Tap the cloud icon in the top right corner of the KDS screen.

    KDS screen with highlighted cloud sync icon                         
  2. Tap Sync Now.

Replace or remove a KDS device

If you need to replace a KDS device, remove the old device first before setting up your new device. To remove a device, remove the device from the Kitchen Routing Group and then deactivate the device.

1. Remove the KDS device from the Kitchen Routing Group


  1. In Back Office, select Settings > Kitchen Routing.

    back office settings with highlighted kitchen routing option
  2. In the Kitchen Device list, locate the KDS you wish to remove. 
  3. Click Edit (pencil) icon on the line containing the KDS.

    kitchen routing setup with highlighted edit icon
  4. Click Delete Device.

    edit kitchen device modal with delete device button highlighted
  5. Click Save Changes.

2. Deactivate KDS device in Back Office


  1. In Back Office, click on your profile and select My Account.

    back office my profile with my account option highlighted
  2. Select My Devices from the left navigation.
  3. Locate KDS in the listed devices.
  4. Click Deactivate and then click OK to confirm deactivation of the device.

    IMPORTANT! Deactivating the device does not cancel your monthly subscription for the KDS. If you are intending to stop use of the KDS, call Customer Support to remove the subscription.

  5. Click Save Changes.  Learn how to reregister or add a new device.

Cancel an order on the KDS

If you want to void a ticket or an item on the ticket, void the ticket or item at the point of sale. Once voided at the point of sale, the void notification for the ticket or item will appear on the KDS. 

Retrieve an order or item that was accidentally bumped

When you complete a kitchen ticket on the KDS, tap on the order header to remove or "bump" the ticket from the view. You can also tap on items within the ticket to bump the items to complete. 

On the KDS, tap the Active button to switch to the Bumped view. Locate the ticket that needs to be "un-bumped" and tap either the item(s) to return them to Active status or tap the ticket header to return the entire ticket to Active status. Tap the Active button again to return to the Active view. The strikethrough will be removed when the item or ticket returns to Active status.  

Ticket lagging

If your tickets are slow in arriving at the KDS screen, you may have an internet or other environment issue. If the ticket isn’t showing on the KDS screen or it’s taking longer than 15 seconds to arrive, check the following:

Check connectivity to terminal(s)


In the Restaurant app, click the cloud icon at top right corner of the screen and check for a connection issue. Learn more about connection status indicators.


Troubleshoot internet connection


Slow internet speeds may cause ticket lagging. We recommend a minimum speed of 25 Mbps download/5 Mbps upload speed per device for optimal performance.  If needed, troubleshoot your internet connection or work with your internet service provider to determine your current download speed capability.


Items are not appearing on my KDS ticket

Items will appear on the order ticket on the Order screen shown on the KDS screen. If an item doesn’t appear on the ticket slot, please check the following: 

 Check that the item has a kitchen routing group


  1. In Back Office, select Menu.  
  2. Locate affected item.
  3. Confirm that a Kitchen routing group is attached. If not attached, select a Kitchen Routing Group for the item. 
  4. If a Kitchen Routing Group is attached to the item, check that the KDS is assigned to the Kitchen Routing Group.

 Check that the KDS is assigned to the Kitchen Routing Group


  1. In Back Office, select Settings > Kitchen Routing. 
  2. Locate the Kitchen Routing Group name.
  3. Review the Kitchen Devices attached to the group and confirm that the KDS device is present.
  4. Confirm that the appropriate order modes are checked.
  5. Click Save Changes.

Re-sync data on POS terminals and KDS screen


  1. In the Restaurant app, tap the cloud icon to resync terminal screens with Back Office.
  2. Click the cloud on the KDS screen to synchronize the KDS screen with the POS terminal environment.

KDS order display seems different

The view of orders on the KDS can switch between different views. If the orders are not displaying as expected, it is possible that you have switched the view. Learn more about how to view orders on the KDS.

Timing threshold update (kitchen timing)

If your tickets are moving to Warning status too quickly, check and reset the Threshold timing are set to 180 seconds and 300 seconds. The timing thresholds are set during Kitchen Routing configuration in the Back Office. 

Tickets are displaying on the wrong KDS

If an item is being sent to the wrong KDS, it is likely that the item Kitchen Routing is incorrectly assigned. Check the item in Back Office to ensure that it is assigned to the desired KDS.

KDS displays duplicate orders

Clear the cache and synchronize the terminal. Contact Technical Support for assistance.

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