Orders are arriving, but they are not being read properly — the whole docket appears as a picture, or items and modifiers are wrong.
The whole order appears as an image
The POS is sending the docket as a graphic rather than as text. The display recognises this from the data itself, whatever is selected under POS System. Everything still displays, but individual items cannot be pulled out, so nothing can be struck off. The order number cannot be read either, so the card shows a short code the display makes up instead.
On Uniwell MGP, this is the printer charset. Set Configure → Receipt → Printer charset to ASCII — see Connect a Uniwell MGP POS.
On some other systems this is normal. Anything shown as (image only) in the POS System list prints graphically by design, and image display is the expected result. Selecting one shows the POS name followed by image-based, using auto-detect.
If your kitchen works in Arabic, Thai, Vietnamese, Japanese or Chinese, image mode is the correct setting and should be left alone — those scripts cannot be read as text.
Items or modifiers are wrong
Usually the wrong template, or none.
Open Settings → Virtual → POS System and select your actual POS. The box then shows Active template: and the POS name. On Uniwell AX and HX, selecting Uniwell AX/HX is what tells the display that reverse-printed text is a modifier and not an item. If the template is right and items or modifiers are still mixed up, the kitchen print needs setting up — see step 2 of Connect a Uniwell AX or HX POS.
If your POS is not listed, leave it on Auto-detect (no template) and send us a diagnostic capture so we can build one — see Send diagnostics to support.
One sale is arriving as several separate orders
The display makes a separate order from each docket, splitting wherever the POS cuts the paper. The POS is set to send each item as its own docket.
On Uniwell MGP, set Ticket for Kitchen printer (per PLU per cut) to No under Configure → System options → KOT.
Seeing what actually arrived
Settings → Virtual → Display mode controls what the card shows:
| Mode | Shows |
|---|---|
| Auto | Structured items where the docket could be read, the original docket where not |
| Structured | Parsed items only — the original docket if nothing could be read |
| Raw receipt | The original docket as sent |
| Both | Structured items with the original underneath, headed Raw receipt |
Switching to Both while diagnosing is useful — you can see exactly what the POS sent alongside what was read from it.