Troubleshooting
Table of Contents
Troubleshooter
Learn how to identify and troubleshoot connectivity and hardware problems for expedited resolution.
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General offline issues
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POS issues
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Printing issues
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Module issues
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How many POS devices are affected?
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One device is offline
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Two or more devices are offline
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Single device offline indicators
Check the network status at the top right of the Table Map Screen or the menu screen.
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If the network status shows that it’s Online but is unable to process any orders or payments, contact Eats365 Support by sending an email to support.hk@eats365.com. If the POS shows that it’s Offline, refer to the POS shows offline article.
Multiple devices offline indicators
The following scenarios can be observed during a network failure:
- No print jobs are being printed on wireless printers.
- Note: You can still print normally if the POS and the printer are connected locally using an Ethernet cable.
- Modules are unable to operate.
- POS shows Offline.
If the network status shows that it’s Online but is unable to process any orders or payments, contact Eats365 Support by sending an email to support.hk@eats365.com. If all of your POS terminals show that they're offline, refer to the All devices offline article.
Network Outage
If your internet service provider confirms that there is a network outage, or if your router or modem displays red LED lights, or is missing a few lights, your devices may fail to communicate with one another and may experience syncing issues.
You may refer to Use Offline Mode during a network outage to allow your devices to continue working, even without a stable network connection
Select the printer issue you're experiencing:
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The POS can't connect to the printer
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The printer is unable to print
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POS can't connect to printer indicators
The following scenarios can be observed during a network failure:
- The printer doesn’t print when prompted.
- The printer shows up as “Disconnected” in the Printer Setup settings.
- A printer pop-up error appears on the POS app.
If you're experiencing the indicators above, refer to the POS can't connect to printer article.
Printer can't print indicators
The following scenarios can be observed when a printer can’t print:
- A print request is sent to the printer but nothing is printed.
- LED lights on the printer indicate that a problem has occurred.
- A printed receipt, ticket, or label appears faded or blank.
If you're experiencing the indicators above, refer to the Printer is unable to print (hardware issue) article.
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Android issues on Modules indicators
Some Eats365 Modules may experience issues on Android devices. These issues may range from the following:
- Frozen or unresponsive UI
- Slow or laggy UI responses
- Outdated information
If you're experiencing the indicators above, refer to the Performance issues on Android devices for Modules article.
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One device is offline
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Two or more devices are offline
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What to do during a network outage
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Single device is offline
Check the network status at the top right of the Table Map Screen or the menu screen.
If the POS shows that it’s Offline, refer to the POS shows offline article. If the network status shows that it’s Online but is unable to process any orders or payments, contact the Eats365 ServiceDesk Team through WhatsApp.
Multiple devices offline indicators
The following scenarios can be observed during a network failure:
- No print jobs are being printed on wireless printers.
Note: You can still print normally if the POS and the printer are connected locally using an Ethernet cable. - Modules are unable to operate.
- POS shows Offline.
If all of your POS terminals show that they're offline, refer to the All devices offline article. If the network status shows that it’s Online but is unable to process any orders or payments, contact the Eats365 ServiceDesk Team through WhatsApp.
Network Outage
If your internet service provider confirms that there is a network outage, or if your router or modem displays red LED lights, or is missing a few lights, your devices may encounter communication problems and experience syncing issues.
You may refer to Maintain restaurant operations using Offline Mode to allow your devices to continue working, even without a stable network connection.
What to do during a network outage
If your internet service provider confirms that there is a network outage, or if your router or modem displays red LED lights, or is missing a few lights, your devices may encounter communication problems and experience syncing issues.
You may refer to Use Offline Mode during a network outage to allow your devices to continue working during a network outage or when you don’t have a stable network connection.
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Offline issues
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Payment issues
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Pending order can’t be canceled
- Add Button
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One POS is offline
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More than one POS are offline
- Add Button
Single POS offline indicators
Check the network status at the top right of the Table Map Screen or the menu screen.
If the POS shows that it’s Offline, refer to the POS shows offline article. If the network status shows that it’s Online but is unable to process any orders or payments, contact the Eats365 ServiceDesk Team through WhatsApp.
Multiple POS offline indicators
The following scenarios can be observed during a network failure:
- No print jobs are being printed on wireless printers.
Note: You can still print normally if the POS and the printer are connected locally using an Ethernet cable. - POS shows Offline.
If all of your POS terminals show that they're offline, refer to the All devices offline article. If the network status shows that it’s Online but is unable to process any orders or payments, contact the Eats365 ServiceDesk Team through WhatsApp.
Network Outage
If your internet service provider confirms that there is a network outage, or if your router or modem displays red LED lights, or is missing a few lights, your devices may encounter communication problems and experience syncing issues.
You may refer to Use Offline Mode during a network outage to allow your devices to continue working, even without a stable network connection.
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Cash drawer doesn’t open during transactions
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Octopus card reader not working
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Global Payments device not connected
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Cash drawer doesn’t open during transactions
If the cash drawer fails to open during a transaction, refer to the troubleshooting article Cash drawer doesn’t open during transactions.
Octopus card reader not working
If the Octopus card reader is having issues connecting to the POS, refer to the troubleshooting article Octopus Card Reader not working.
Global Payments device not connected
If the Global Payments device can’t connect or suddenly disconnects from the POS, refer to the troubleshooting article Global Payments device not connected.
Pending order can’t be canceled
If you tried canceling an order but the POS shows that the order still hasn’t been canceled, refer to the troubleshooting article Force delete a pending order.
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The POS can't connect to the printer
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The printer is unable to print
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QR Code not being printed on order ticket
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Printer prints the same item more than once on the same ticket
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POS can't connect to printer indicators
The following scenarios can be observed during a network failure:
- The printer doesn’t print when prompted.
- The printer shows up as “Disconnected” in the Printer Setup settings.
- A printer pop-up error appears on the POS app.
If you're experiencing any of the indicators above, refer to the troubleshooting article POS can't connect to printer.
Printer can't print indicators
The following scenarios can be observed when a printer can’t print:
- A print request is sent to the printer but nothing is printed.
- LED lights on the printer indicate that a problem has occurred.
- A printed receipt, ticket, or label appears faded or blank.
If you're experiencing any of the indicators above, refer to the troubleshooting article Printer is unable to print (hardware issue).
QR Code not being printed on order ticket
Printer prints the same item more than once on the same ticket
If items get listed and printed twice or more on kitchen tickets, refer to the troubleshooting article Resolve double printing issues.
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Performance issues on Android devices for Modules
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Self Order Kiosk stuck on Android home page
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Android issues on Modules indicators
Some Eats365 Modules may experience issues on Android devices. These issues may range from the following:
- Frozen or unresponsive UI
- Slow or laggy UI responses
- Outdated information
If you're experiencing any of the indicators above, refer to the Performance issues on Android devices for Modules article.
Self Order Kiosk stuck on Android home page
If the Self Order Kiosk device isn’t on the Kiosk screen, refer to the article Set Kivo as Self Order Kiosk default screen to learn how to set the screen to Kiosk mode.