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Troubleshooting

Quick solutions to common issues.

Quick Fixes​

ProblemSolution
Can't log inLogin Issues
Printer not workingPrinter Issues
Orders not sendingOrder Issues
Payment declinedPayment Issues
Voice not workingVoice AI Issues

Login Issues​

"Invalid credentials"​

TrySteps
Check PINMake sure PIN is correct (6 digits)
Check IDVerify employee ID or email
Reset PINAsk manager to reset your PIN
Check locationMake sure you selected the right location

"Account locked"​

Your account locks after too many failed attempts.

Solution:

  1. Wait 15 minutes
  2. OR ask manager to unlock
  3. OR contact support

"Not authorized for this location"​

Solution:

  1. Select the correct location
  2. Ask manager to add you to this location

Printer Issues​

Receipts not printing​

  1. Check power - Is printer on?
  2. Check paper - Paper loaded correctly?
  3. Check connection - Bluetooth or network connected?
  4. Restart printer - Turn off, wait 10 seconds, turn on
ProblemSolution
Faded printReplace paper roll or ribbon
StreaksClean print head
Cutting issuesCheck blade, clear paper jam

Kitchen tickets not printing​

  1. Check KDS is connected
  2. Verify item is routed to correct station
  3. Try sending order again
  4. Use KDS display as backup

Order Issues​

Orders won't send to kitchen​

CheckSolution
Internet connectionReconnect to WiFi
Required fieldsFill in table/customer
Required modifiersSelect all required options
Item availabilityRemove 86'd items

Order is stuck​

In offline mode?

  1. Check connection indicator
  2. When reconnected, orders sync automatically

Still stuck?

  1. Note the order details
  2. Cancel and recreate
  3. Report to support

Wrong items on order​

Before sending: Edit or remove items from cart

After sending:

  1. Void the incorrect items (may need manager)
  2. Add correct items
  3. Resend to kitchen
  4. Notify kitchen verbally

Payment Issues​

Card declined​

Don't tell customer the specific reason.

Common causes:

  • Insufficient funds
  • Card expired
  • Bank flagged as suspicious

Solution: Ask for alternative payment method

Terminal not connecting​

  1. Check Bluetooth is on
  2. Check terminal has power
  3. Restart terminal
  4. Restart app
  5. Try backup terminal

Payment stuck "Processing"​

  1. Wait 30 seconds
  2. If stuck, do NOT try again yet
  3. Check if payment went through in transaction history
  4. If not processed, try again or use different method

Voice AI Issues​

"Hey Maximus" not responding​

  1. Check microphone - Permission granted?
  2. Check volume - Device not muted?
  3. Background noise - Move to quieter area
  4. Try again - Say "Hey Maximus" clearly

Voice misunderstands commands​

  1. Speak more slowly
  2. Use simpler phrasing
  3. Reduce background noise
  4. Try manual input as backup

Voice feature unavailable​

May require:

  • App update
  • Manager permissions
  • Feature to be enabled at your location

Network Issues​

WiFi disconnected​

  1. Check WiFi icon on device
  2. Go to Settings → WiFi
  3. Reconnect to restaurant network
  4. Contact IT if password changed

App shows "Offline"​

  1. Check WiFi connection
  2. Check if internet is working (try browser)
  3. App will work offline for orders
  4. Data syncs when reconnected

Slow performance​

  1. Close other apps
  2. Restart the app
  3. Restart the device
  4. Check if multiple devices on same network

Hardware Issues​

Tablet won't turn on​

  1. Charge it - Connect to power
  2. Hard reset - Hold power button 15 seconds
  3. Check cable - Try different charger

Touchscreen not responding​

  1. Clean the screen
  2. Remove screen protector if damaged
  3. Restart device
  4. Report for repair if persistent

Card reader issues​

ProblemSolution
Won't connectRestart reader, check Bluetooth
Card won't readClean reader slot
Wrong amountCancel, check total, retry

KDS Issues​

Orders not appearing on KDS​

  1. Check KDS is connected to network
  2. Verify orders are being sent (check POS)
  3. Check station filter (might be filtering)
  4. Restart KDS app

KDS frozen​

  1. Wait 30 seconds
  2. Restart KDS app
  3. Restart KDS device
  4. Use paper tickets as backup

Reporting Issues​

Steps to Report​

  1. Note the time when issue occurred
  2. Screenshot if possible
  3. Note what you were doing before the error
  4. Write down any error messages

Contact Support​

What to Include​

  • Your name and location
  • Device type (tablet model)
  • What happened
  • Error messages (exact wording)
  • Steps you already tried

Emergency Procedures​

Data Loss Prevention

If the system goes down completely, take orders manually on paper and keep all records until the system is restored. Do not discard order slips until you verify they have been entered into the system to prevent lost sales.

Complete System Down​

  1. Take orders manually - Paper and pen
  2. Process cards - Use manual imprinter if available
  3. Note details - For entry later
  4. Contact support - Priority escalation

Payment System Down​

  1. Take cash payments
  2. Write down card details for later (secure!)
  3. Or ask customers to wait
  4. Comp or offer rain check for inconvenience
Quick Fixes First

Before calling support, try these three steps: restart the app, check your WiFi connection, and restart the device. This resolves 80% of common issues and gets you back to work faster.

Prevention Tips​

  1. Keep devices charged - Battery issues cause problems
  2. Regular restarts - Restart devices daily
  3. Report issues early - Small problems become big ones
  4. Train on backups - Know manual procedures
  5. Keep support number handy - 1-800-RR-HELP1

More Help​

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