Drive-Thru Troubleshooting

Solutions for common drive-thru and Voice AI issues.

Quick Diagnostics

System Health Check

Run this first for any issue:

1. Go to Settings → Diagnostics → System Health
2. Click [Run Full Check]
3. Review results:

┌─────────────────────────────────────────────────────────────────┐
│  System Health Check                                             │
├─────────────────────────────────────────────────────────────────┤
│                                                                   │
│  Network Connection      ✅ Connected (45ms latency)            │
│  Voice AI Service        ✅ Online                               │
│  Audio Input             ⚠️ Low signal (recalibrate)            │
│  Audio Output            ✅ Normal                               │
│  Display Connection      ✅ Connected                            │
│  Kitchen Sync            ✅ Connected                            │
│  Payment Terminal        ✅ Ready                                │
│                                                                   │
│  [Fix Issues]    [Run Again]    [Export Report]                  │
│                                                                   │
└─────────────────────────────────────────────────────────────────┘

---

Audio Issues

AI Not Hearing Customer

Symptoms:

• Transcription panel blank
• "No audio detected" message
• Confidence shows 0%

Solutions:

Check	Fix
Microphone power	Verify speaker box is powered on
Cable connections	Check audio cable from speaker to base
Volume level	Increase microphone gain in settings
Noise threshold	Lower noise threshold for quieter voices

Recalibrate Audio:

1. Settings → Voice AI → Audio Calibration
2. Click [Recalibrate Microphone]
3. Follow on-screen prompts
4. Test with sample order

Customer Can't Hear AI

Symptoms:

• Customer doesn't respond to greetings
• Asks "Hello? Anyone there?"
• No sound from speaker box

Solutions:

Check	Fix
Speaker power	Verify speaker box power
Volume setting	Increase TTS volume in settings
Audio output	Check audio output cable
Speaker test	Run speaker test in diagnostics

Test Speaker:

Settings → Diagnostics → Audio Test → [Test Speaker]

Echo or Feedback

Symptoms:

• Screeching/whistling sound
• AI voice loops back
• Audio distortion

Solutions:

1. Reduce microphone gain - Too sensitive
2. Lower speaker volume - Bleeding into mic
3. Check positioning - Speaker too close to mic
4. Enable echo cancellation in audio settings

Audio Settings:
☑ Enable echo cancellation
☑ Enable noise suppression
Microphone gain: [▓▓▓▓▓░░░░░] 50%

Audio Cutting Out

Symptoms:

• Audio drops intermittently
• Words missing from transcription
• Choppy AI voice

Solutions:

Cause	Fix
Network issues	Check internet connection
Wireless interference	Move base station
Cable damage	Replace audio cables
Processing lag	Restart Voice AI service

---

Voice AI Recognition Issues

Low Confidence Scores

Symptoms:

• Most detections below 80%
• Many yellow/red indicators
• Frequent "unclear" messages

Solutions:

1. Recalibrate for environment

   • Run background noise calibration
   • Adjust during actual operating hours

2. Check audio quality

   • Test microphone sensitivity
   • Reduce ambient noise sources

3. Train on common items

   • Add alternate names for menu items
   • Run training sessions

Wrong Items Detected

Symptoms:

• AI picks incorrect menu items
• Similar-sounding items confused
• Modifiers misinterpreted

Solutions:

Issue	Fix
Similar names	Add alternate names to vocabulary
Local accents	Enable accent learning
New menu items	Add items to vocabulary
Modifier confusion	Add modifier aliases

Add to Vocabulary:

Settings → Voice AI → Vocabulary → [Add Item]

AI Not Understanding Questions

Symptoms:

• Customer questions go unanswered
• AI only detects order items
• "I didn't understand" responses

Solutions:

1. Enable question handling

   Settings → Voice AI → Responses → ☑ Handle common questions

2. Add FAQ responses

   • Menu questions
   • Hours/location
   • Promotions

3. Adjust response mode

   • Switch to AI Assist for complex questions
   • Staff can answer directly

AI Speaking Over Customer

Symptoms:

• AI interrupts while customer speaking
• Premature responses
• Order incomplete when AI confirms

Solutions:

1. Increase response delay

   Settings → Voice AI → Timing
   Response delay: [1.5 seconds ▼]

2. Adjust end-of-speech detection

   End of speech timeout: [2.0 seconds ▼]

3. Enable confirmation prompt

   ☑ Ask "Is that all?" before confirming

---

Hardware Issues

Display Not Working

Symptoms:

• Black/blank screen
• No touch response
• Display frozen

Solutions:

Check	Fix
Power	Verify power connection, try different outlet
Cables	Check ethernet, power cables
Restart	Hold power 10 seconds, release
Network	Verify network connection active

Force Restart:

1. Hold power button for 10 seconds
2. Wait 30 seconds
3. Press power button to restart
4. Allow 2 minutes for boot

Headset Issues

Symptoms:

• No audio in headset
• Headset won't pair
• Intermittent connection

Solutions:

Issue	Fix
No pairing	Place in cradle, hold pairing button 5 sec
Weak signal	Move closer to base, charge battery
One-way audio	Check headset microphone position
Static	Replace battery, check for interference

Re-pair Headset:

1. Place headset in charging cradle
2. On base station, press and hold PAIR for 5 seconds
3. Light flashes indicating pairing mode
4. Remove headset - should connect automatically

Speaker Box Problems

Symptoms:

• Distorted audio
• Weather damage signs
• Complete audio failure

Solutions:

1. Check weatherproofing - Seal any gaps
2. Verify connections - All cables secure
3. Test components - Use diagnostic mode
4. Replace if damaged - Contact support

Payment Terminal Issues

Symptoms:

• Transaction failures
• "Cannot connect" errors
• Card reader not responding

Solutions:

Issue	Fix
Connection lost	Restart terminal, check network
Card reader error	Clean reader, restart terminal
Timeout	Check network latency
Declined cards	Verify with payment processor

---

Network Issues

Slow or No Connection

Symptoms:

• "Connection lost" messages
• Delayed responses
• Orders not syncing

Solutions:

1. Check internet connection

   # From order point
   ping -c 4 api.restaurantrevolution.ai

2. Verify network switch

   • Check power and link lights
   • Restart if needed

3. Test latency

   • Target: Under 50ms
   • If higher: Contact ISP

Voice AI Offline

Symptoms:

• "Voice AI Unavailable" message
• Transcription not working
• AI responses silent

Solutions:

1. Check Voice AI service status

   Settings → Voice AI → Status

2. Restart Voice AI

   Settings → Voice AI → [Restart Service]

3. Fallback to manual mode

   • Continue orders via headset
   • Re-enable when connection restored

Orders Not Reaching Kitchen

Symptoms:

• Orders stuck at "Sending"
• KDS not receiving orders
• "Sync failed" errors

Solutions:

Check	Fix
Kitchen network	Verify KDS connected
Queue backup	Clear stuck orders
Sync service	Restart sync in settings

Manual Recovery:

1. Note order details
2. Cancel stuck order
3. Re-enter manually on KDS
4. Restart sync service

---

Lane-Specific Issues

Lane Won't Open

Symptoms:

• "Lane unavailable" error
• Unable to assign staff
• Lane grayed out

Solutions:

1. Check hardware

   • Speaker box power
   • Display connection
   • Network link

2. Verify license

   • Multi-lane may require license
   • Check Settings → Licensing

3. Restart lane equipment

   • Power cycle speaker, display
   • Wait 2 minutes

Lane Merge Failing

Symptoms:

• Merge button unresponsive
• Orders won't transfer
• "Merge blocked" error

Solutions:

1. Wait for active payments

   • Cannot merge during payment
   • Complete current transaction

2. Clear order holds

   • Release any held orders
   • Cancel abandoned orders

3. Check target lane

   • Target must be active
   • Has capacity for orders

Queue Not Updating

Symptoms:

• Orders stuck in queue
• Timer not advancing
• Wrong vehicle shown

Solutions:

1. Refresh queue view

   • Pull down to refresh
   • Or tap refresh icon

2. Manually advance orders

   • Tap order to open
   • Select correct status

3. Restart lane display

   • If refresh fails

---

Emergency Procedures

Complete System Failure

If entire drive-thru goes down:

1. Switch to manual mode immediately

   • Use headsets and paper if needed
   • Take orders verbally

2. Restart core systems

   • Order point displays
   • Network switch
   • Kitchen displays

3. Contact support

   • Priority line for outages
   • Document error messages

Voice AI Critical Error

If Voice AI fails mid-rush:

1. Press [Manual Override] on all lanes
2. Continue with headsets
3. Attempt Voice AI restart
4. If restart fails, stay manual
5. Report issue after rush

Power Outage

If power lost:

1. UPS should maintain for ~15 min
2. Complete active orders
3. Close lanes gracefully
4. Switch to backup procedures
5. When power returns, full restart required

---

Error Codes

Common Error Codes

Code	Meaning	Solution
VAI-001	Voice AI connection lost	Check network, restart service
VAI-002	Audio input failure	Check microphone, recalibrate
VAI-003	TTS engine error	Restart Voice AI service
VAI-004	Model loading failed	Wait 2 min, restart if persists
NET-001	Network timeout	Check internet connection
NET-002	API unreachable	Check firewall, contact support
HW-001	Display connection lost	Check cables, restart display
HW-002	Speaker box offline	Check power and connections
ORD-001	Order sync failed	Retry, manual entry if needed
ORD-002	Kitchen queue full	Clear completed orders

Getting Support

For issues not resolved by this guide:

Support Type	Contact
In-app Help	Tap ? icon
Voice Support	"Hey Maximus, get support"
Email	support@restaurantrevolution.ai
Phone	1-800-RR-HELP (urgent issues)
Portal	support.restaurantrevolution.ai

Information to Provide

When contacting support:

• Error code(s) if shown
• Steps that led to issue
• System health check results
• Screenshot or photo if possible
• Time the issue occurred

---

Related Documentation

• Hardware Setup - Installation and configuration
• Voice AI Guide - Voice AI interface
• Lane Management - Lane operations
• Analytics - Performance monitoring