Troubleshoot Orders Not Reaching the Printer, KDS, or POS

In this Article:

• Before You Begin
• Quick Fix
• If Orders Don't Print and Don't Show on the KDS
• If Orders Print but Don't Show on the KDS
• If Orders Show on the KDS but Don't Print
• If One Device Stops Printing Orders
• If Only Some Orders Show on the POS
• Before You Contact Customer Care
• Frequently Asked Questions
• Related Articles

Before You Begin

Applies to: Toast POS, Kitchen Display System (KDS)

Permissions needed:

• Access to kitchen and device configuration in Toast Web

What you'll accomplish: Identify why an in-house order isn't reaching the kitchen printer, the KDS, or the POS, and route to the setting that fixes it.

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Quick Fix

Use this table to match what you're seeing to the most common cause and the first thing to check. Each branch below has the full steps.

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If Orders Don't Print and Don't Show on the KDS

When an order doesn't print and doesn't show on the KDS, the items usually aren't routed to the correct prep station.

• Confirm the items in the order are routed to the correct prep station.
• Check the item routing rules to make sure the item isn't being redirected to a different prep station than you expect.
• If you use device groups, confirm the devices involved are all part of the same group.

Expected outcome: New orders for those items print at the correct station and show on the KDS.

For how to assign items to prep stations, see Configure and Assign Prep Stations and Assign Prep Stations in the Menu Builder. To review routing rules, see Configure Ticket Routing and Filter Tickets on Your KDS Device. For device groups, see Create Device Groups.

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If Orders Print but Don't Show on the KDS

When an order prints at the kitchen printer but doesn't show on the KDS, the KDS ticket display options are usually filtering the ticket out, or the KDS has the wrong prep station selected.

To fix this, check the Ticket Display Options on the KDS device in Device Setup and confirm the order's dining option and prep station are set to display. Also in Device Setup, verify the correct prep station, or expediter, is selected on the KDS. For the full walkthrough, see Get Help With KDS Tickets.

Expected outcome: Tickets that print also appear on the KDS device.

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If Orders Show on the KDS but Don't Print

When an order shows on the KDS but doesn't print, the prep station is usually set as non-printing for that device, or the prep station does not have a printer assigned.

To fix this, check for a non-printing prep station on the device that should be printing. For the steps, see How do I stop bar orders from printing at the bar printer?.

To fix the prep station, in Toast Web, go to Kitchen > Kitchen Stations > Prep stations. On this page, verify all the prep stations have the proper printer selected in the drop down menu.

Expected outcome: Tickets that show on the KDS also print at the correct station.

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If One Device Stops Printing Orders

When a single device stops printing orders, that device is usually set to not print a specific prep station's tickets.

To fix this, check the non-printing prep station setting on that device and confirm it isn't blocking the prep station you expect it to print. For the steps, see How do I stop bar orders from printing at the bar printer?.

Expected outcome: The device prints orders for its assigned prep stations again.

Note: If the device shows an error message or won't print anything at all, see the Before You Contact Customer Care section.

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If Only Some Orders Show on the POS

When only some orders show on the POS, a check filter on the payment terminal is usually hiding them, or the devices are in different device groups.

• Confirm the payment terminal isn't filtering out checks.
• If you use device groups, confirm the devices involved are all part of the same group.

Expected outcome: All open orders show on the POS device.

To clear check filters, see Check Statuses and Filter Checks on POS. For device groups, see Create Device Groups.

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Before You Contact Customer Care

Most missing-order issues come from prep station, routing, or check-filter settings you can change yourself using the branches above. Some causes are outside those settings. Check these first:

• If the KDS screen won't power on or stays blank, confirm it has power and is connected.
• If your device shows "No internet connection" or "No network connection," see Troubleshoot Internet or Network Connection Issues.
• If orders aren't auto-firing to the kitchen or your auto-fire device is offline, see Troubleshoot Your Autofire Device.
• If orders still aren't reaching the printer, KDS, or POS after checking the settings above, contact Toast Customer Care.

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Frequently Asked Questions

Why does the same order print twice in the kitchen?

The same order prints twice when the item is assigned to more than one prep station. Review the item's prep station assignments and remove the station you don't want it routed to. For steps, see Configure and Assign Prep Stations and Troubleshoot Double Printing.

Also asked as:

• • "Why are my tickets printing twice?"
  • "How do I stop duplicate kitchen tickets?"
  • "Why is one item printing at two stations?"

Why does an order show on the KDS but never get bumped or fulfilled?

An order can show on the KDS but never get bumped or fulfilled when an item is mapped to multiple prep stations that fulfill together. To let each station fulfill its own ticket independently, see Configure Independent Prep Station Fulfillment. For other KDS ticket questions, see Kitchen Display System FAQ.

Also asked as:

• • "Why are tickets stuck on my KDS?"
  • "Why won't my KDS order clear?"

Why do orders from one employee not reach the kitchen?

Orders from one employee not reaching the kitchen is almost always a routing or prep station issue, not an employee setting. Follow the If Orders Don't Print and Don't Show on the KDS branch above to check the item's prep station assignment and routing rules.

Also asked as:

• • "Why don't orders from a certain server print?"
  • "Orders from one POS aren't coming through to the kitchen."

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Related Articles

• Configure and Assign Prep Stations
• Configure Ticket Routing and Filter Tickets on Your KDS Device
• Get Help With KDS Tickets
• How do I stop bar orders from printing at the bar printer?
• Check Statuses and Filter Checks on POS

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