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. Everything still displays, but individual items cannot be pulled out, so nothing can be struck off and no order number is shown.
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.
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. On Uniwell AX and HX this is what tells the display that reverse-printed text is a modifier and not an item.
If your POS is not listed, leave it on Auto-detect (no template) and send us a diagnostic capture so we can build one.
One sale is arriving as several separate orders
The POS is set to send each item as its own ticket.
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 possible, the receipt image where not |
| Structured | Parsed items only |
| Raw receipt | The original docket as sent |
| Both | Structured items with the original underneath |
Switching to Both while diagnosing is useful — you can see exactly what the POS sent alongside what was read from it.