Troubleshooting
Video guide: Troubleshooting
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- Video guide
- Cannot log in / forgot password
- POS not loading / slow
- Offline mode / synchronization failed
- Printer not printing / offline
- Cash drawer not opening
- Barcode scanner not working
- KDS not receiving orders
- TableTime (waiter app) not syncing
- Tax invoice failed (FBR/PRA/SRB/KPRA/ZATCA)
- Duplicate or missing invoice
Cannot log in / forgot password
Cause: wrong credentials, unverified account, or deactivated user. Solution: use Forgot password to reset; complete OTP if your account is unverified; ask an admin to reactivate a deactivated user. Verify: you reach the dashboard after login.
POS not loading / slow
Cause: weak connection or cache. Solution: refresh; check internet; on Desktop, confirm sync status; clear the browser cache if the web app is stale. Verify: the sales screen opens and items load.
Offline mode / synchronization failed
Cause: intermittent connectivity. Solution: keep selling — offline sales are stored and sync automatically when back online. Check the sync-status indicator; ensure the device has network. A false “no internet” issue on Desktop was fixed by detecting connectivity independent of login. Verify: pending sales count drops to zero after sync.
Printer not printing / offline
Cause: printer powered off, wrong printer selected, paper out, or network/port issue. Solution: power-cycle the printer; confirm it’s installed in Windows and selected as the receipt/kitchen printer; check paper and the 9100 network port; run a test print. Verify: the test print succeeds. See Printers.
Cash drawer not opening
Cause: wrong connection type or drawer not set to open on cash. Solution: set the correct type (Serial/USB/Network), and enable open-on-cash; network drawers use a pulse on port 9100. Verify: the drawer opens on a cash sale.
Barcode scanner not working
Cause: scanner not in keyboard mode or focus not on the search box. Solution: ensure the cursor is in the POS item search and the scanner is in HID/keyboard mode. Verify: scanning adds the item.
KDS not receiving orders
Cause: not logged in to the right branch, network drop, or group not joined. Solution: confirm the KDS is online and signed in to the correct branch; it rejoins the order group on reconnect; check the same network as the POS/TableTime. Verify: a new test order appears/prints. See KDS.
TableTime (waiter app) not syncing
Cause: lost LAN/internet link. Solution: keep the devices on the same network as the Desktop hub; TableTime works offline and syncs when back online. Verify: orders reach the kitchen and appear on the POS.
Tax invoice failed (FBR/PRA/SRB/KPRA/ZATCA)
Cause: wrong credentials/POS ID, connectivity, or authority downtime. Solution: check the credentials and POS ID for that authority; ensure internet; open the sale and Resend. The Tax Compliance Dashboard and tax logs show details. Verify: the invoice gets an authority number and QR. See Tax Integrations.
Duplicate or missing invoice
Cause: a retry after a timeout, or a submission that didn’t complete. Solution: check the sale’s status and tax logs before resubmitting to avoid duplicates; resend only if it truly failed. Verify: exactly one accepted fiscal invoice exists for the sale.