Troubleshooting

Fixes for orders that do not arrive, missing details, and sign-in problems.

By Help Desk

• 7 articles

Orders are not arriving on the display

The POS reports a successful print, but nothing reaches the screen. Work through these in order. Several checks use Settings → Virtual. Signed in as staff, that tab is hidden until a manager unlocks it — see Unlock settings that need a manager PIN. 1. Is the Virtual Printer running? Open Settings → Virtual. The status box should read Running. If it reads Stopped, or Enable Virtual Printer is off, see Virtual Printer is not running. The screen also warns you when it has stopped: a red banner reading Virtual Printer is not running — POS orders won't be received, and a VP button in the sidebar with a red dot. While the Virtual Printer is running there is no VP button at all. From version 1.3.0 the Virtual Printer keeps listening at the sign-in screen. On an older version it stops until someone signs in. The version is under HELP → Build Information. Whatever the version, it stops when the app is closed — swiped away from the recent apps list, or the tablet restarted. Dockets sent while it was closed are not kept, so they never appear. See Keep the app running in Connect your POS to the kitchen display. In a web browser there is no Virtual Printer, and no banner to warn you. The Virtual tab shows Requires the KDS app. 2. Did the docket reach the screen? The status box reading Running, with Recent Jobs listing one received docket Under the status box, Recent Jobs lists each docket the screen has received, with the time and the address of the POS that sent it. The list starts empty each time the app opens, and does not appear until the first docket arrives. - No Recent Jobs, or your test order is not in it: the POS is not reaching the screen. Carry on with the checks below. - It is listed with a ✗: the docket arrived but could not be used, and the reason is shown beside it. Send us the diagnostics — see the end of this article. 3. Has the display's IP address changed? This is the most common cause by a distance, and it usually happens after a power cut or a router restart. The status box shows the screen's address after Add as printer in your POS:. Compare it with the address set in the POS. If they differ, the POS is sending orders to an address nothing is listening on. Fix it properly rather than just updating the POS: give the device a static IP address or a DHCP reservation on the router, so it cannot drift again. 4. Are both devices on the same network? The POS and the display must be on the same network. Check that the tablet has not joined a guest network, or dropped to mobile data. 5. Is anything routed to that printer? A printer that exists but has no categories assigned receives nothing. In the POS, confirm that the kitchen categories are routed to the printer you created for the screen. On Uniwell MGP, check that departments and PLUs are assigned to the right KP number — see Connect a Uniwell MGP POS. 6. Is every item on the order routed elsewhere? If a sale contains only drinks and the screen is set up for food, nothing arrives — correctly. Try a test order containing an item you know is routed to this screen. 7. Are you reprinting the same order? When the screen can read the order number, it ignores a second copy of the same order from the same POS within 30 seconds. This stops a customer copy sent to the same printer showing as a second order. To test, ring up a new sale rather than reprinting the last one. 8. Is a message covering the whole screen? A message such as Trial ended or Connect to the internet to continue means the screen's licence needs attention. Follow what the message says, and see A licence message covers the screen. Dockets that reach the screen while the message shows are kept, and appear once the screen works again. They do not sound or print in the meantime. 9. Online orders after an internet outage Online orders placed while the display had no internet appear, with a chime, as soon as it is back online, and all of them are there when the app comes back from the background. An order cancelled meanwhile leaves the board. The display also checks for missed orders every five minutes, so one that is still missing a few minutes after the internet is back points to the connection: see Check this screen's licence, sync and app version for Last sync. Still nothing Send us the diagnostics — see Send diagnostics to support.

Last updated on Oct 14, 2026

Virtual Printer is not running

The red banner Virtual Printer is not running — POS orders won't be received means the display has stopped listening. Nothing from the POS will reach the screen until it is running again. A VP button also appears in the sidebar: its dot is amber while the Virtual Printer is starting, and red once it has stopped. The button disappears when the Virtual Printer is running. The red Virtual Printer is not running banner across the board, and the red VP button in the sidebar Restart it 1. Tap the banner, or the VP button, to open Settings on the Virtual tab. Signed in as staff, the tab is hidden until a manager unlocks it — see Unlock settings that need a manager PIN. 2. Turn Enable Virtual Printer off, then on again. A message reads Virtual printer started on port 9100, or your own port number. 3. Check that the status box reads Running, with the address to add in your POS underneath. If it will not start If the switch turns itself back off, the Virtual Printer could not start, and a message says why. If it failed as the app opened, the message is Virtual printer failed to start. Another app may be using the port. The Virtual Printer listens on port 9100 unless you change it, and it cannot start if another app on the device already uses that port. Close the other app if you can. Otherwise, with Enable Virtual Printer on, open Advanced Settings and change Port — to 9102, for instance (the Android app already uses 9101 itself). Turn Enable Virtual Printer off and on again, then set the same port in the POS. Check it is the installed app. Virtual Printer needs the Android or Windows app. In a web browser the setting shows Requires the KDS app and cannot run at all. Restart the app. Close it completely and reopen it. The Virtual Printer starts by itself, as long as Enable Virtual Printer is on (on a version before 1.3.0, sign in first). If you want us to find out why it stopped, send the diagnostics first — see Send diagnostics to support. If it keeps stopping Swiping the app away closes it, and the Virtual Printer with it. Leave the app open — pressing Home or switching to another app is fine. Dockets sent while it was closed are not kept. Signing out stops it only on a version before 1.3.0: at the sign-in screen it is off until someone signs in again. From 1.3.0 it keeps listening at the sign-in screen. The version is under HELP → Build Information. After the tablet restarts, the app has to open again. On Android, turn on Auto-start on Boot under Settings → Display. Under the switch the app notes Some Android manufacturers may require you to manually enable auto-start in device settings. During the day, check the tablet's battery optimisation settings and exclude the app, so the system does not close it in the background. Also turn on Keep Screen Awake under Settings → Display. Dismissing the banner Tapping the dismiss cross hides the banner for five minutes, then it returns while the problem persists. It goes away once the Virtual Printer is running, and comes straight back if it stops again.

Last updated on Oct 11, 2026

Orders show as a picture, or details are missing

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.

Last updated on Oct 14, 2026

Send diagnostics to support

When something is not working, this saves a long back-and-forth. Send the diagnostics The Send to Support dialog with a box to describe the problem 1. Tap HELP in the sidebar. 2. Scroll to the bottom and tap Send to Support. 3. In the box, describe what happened and roughly when. 4. In the Android app, leave Include device logs on. 5. Tap Send. The screen shows Sent to Support and a Reference Number. Quote that number when you contact us. This sends the app version, build, device details and recent logs. If it does not go through, the screen says Failed to send. Please try again. Send it before you restart the app. The logs start again each time the app opens. Send to Support needs an internet connection. Offline, sending says Couldn't reach support. Connect this screen to the internet, then tap Send again. If you cannot get the screen online, use the copy button beside Build Information instead, and paste the result into an email. That copies the version and device details. To add the logs, open View Logs and tap Copy All. Cannot get past the sign-in screen? Help is not available there. Instead, tap the small version number (it starts with v) five times within three seconds. A Diagnostics window opens with the version and device details, and a copy button. Viewing it yourself View Logs in the same panel shows what the app has recorded, under Console Logs. In the Android app it also shows Device Logs. Each has a Copy All button that puts it on the clipboard. Capturing what your POS sends If dockets are not being read correctly, we may ask for a capture of the raw data the POS sends. This is what lets us build or fix a template for your POS. 1. Open Settings → Virtual. Signed in as staff, a manager has to unlock it first — see Unlock settings that need a manager PIN. 2. Turn on Diagnostic capture. It shows once Enable Virtual Printer is on. 3. Send a few orders from the POS — ideally including one with modifiers. 4. Tell us it is done. While it is on, the text beside the switch reads Capturing every docket until …, then switches off automatically. The time shown is 48 hours after it was turned on. Turn it off once we have what we need. It records the full contents of every docket while it is on. If you forget, it switches itself off when the 48 hours are up. It can also be switched on or off from the back office, so you may find it already on while we work on your case.

Last updated on Oct 13, 2026

Cannot sign in, or the PIN is not accepted

Signing in is two steps: under Select Your Name, tap your name, then enter your PIN and tap Login. A PIN is between four and six digits. The sign-in screen with the Select Your Name list Your name is not in the list The list shows everyone with a PIN who is assigned to this location, or to every location. Staff are listed first, then managers, then admins. If you are new, or have moved between venues, ask a manager to add you, with a PIN: on any display under Settings → Staff, or in the back office. See Add, change or remove kitchen staff on the display. Someone just added shows up within a minute on a display that is online. No users found for this location. or Nobody here can sign in on this screen yet. means nobody at this location has a PIN. A manager or admin adds people in the back office. At a brand-new venue, where nobody has ever been set up, the screen shows Set up the first manager instead of a list. The PIN is not accepted Invalid PIN. Please try again. means the PIN did not match. Check you selected the right name — it is easy to tap the wrong one on a busy list. Tap Change user to go back to the list. After three wrong attempts PIN entry locks for five minutes: Too many failed attempts. Please wait 5 minutes before trying again. The lock is for you on this screen. Waiting it out is the only way through; there is no override. If you have forgotten it, ask a manager to set you a new PIN: on any display under Settings → Staff → Reset PIN, or in the back office. Once signed in, anyone can change their own PIN under Settings → Account → Change PIN, using their current one. See Change your PIN on the display. It works offline Signing in does not need the internet. The display keeps a secure copy of the PINs for the staff at this location, so a network outage does not stop anyone starting a shift. An Offline Mode label shows on the sign-in screen, and Logged in offline when you are in. The copy is refreshed each time the sign-in screen loads with an internet connection. Someone added since then, or a PIN changed since then, does not work offline on this screen until it is back online. If the screen has no copy at all, it shows Unable to Connect — Unable to connect to server. Please check your internet connection. Connect it and tap Retry. Session expired A sign-in lasts 12 hours, or 16 hours if you signed in offline. After that the display shows Session expired. Please log in again. and returns to the sign-in screen. Sign in again. If you signed in while the internet was down, you stay signed in when it comes back. If your access changed meanwhile — you were removed, or your role changed — the display says Your access changed while this screen was offline. Sign in again. and goes back to the sign-in screen. (On app versions before 1.3.5, Session expired could show as soon as the connection came back. Sign in again then.) A sign-in made offline cannot change your PIN, a printer or the staff list: sign out and in again once the display is online. If the display was opened from the back office rather than with a PIN, it shows Session Expired instead. Open it again from the back office, or tap Manual Login (PIN). The display goes back to the setup screen The app clears itself and returns to the setup screen instead of the sign-in screen when: - the screen, or its location, has been removed in the back office, or - the screen has been set up on another tablet with a new QR code. A screen runs on one tablet at a time, so this one is signed out. It needs setting up again: tell a manager. The same tablet comes back as the same screen when it is set up with that screen's licence key. A screen that has only been switched off in the back office does not clear itself. It shows Screen turned off and keeps its orders until it is switched back on (app version 1.3.5 and later; earlier versions cleared it). On app versions before 1.3.4, the sign-in screen can instead show Failed to load users: followed by a reason, such as Device has been deactivated. Please contact your manager. or Invalid device key. An Unlink this device link then shows under the screen's name. Tap it only once you know the screen has been removed or moved: it clears everything stored on this screen and opens the setup screen. A message covers the whole screen If a full-screen message such as Licence needed, Trial ended, Screen turned off or Connect to the internet to continue covers the sign-in screen, the problem is the screen itself, not your PIN. Do what the message says, or tell a manager. See A licence message covers the screen.

Last updated on Oct 16, 2026

A licence message covers the screen

A message covering the whole screen means its licence needs attention. Find yours below to see whether you can clear it yourself or need a manager. While it shows, nothing underneath can be tapped, and the keyboard and bump bar do nothing. It covers the sign-in screen too. Dockets are not lost Dockets the POS sends meanwhile are kept, and appear on the board once the screen works again. They do not sound or print. Nothing is removed. What each message means The Trial ended message covering the screen, with a Check again button | Message | What it means | What to do | |---|---|---| | Connect to the internet to continue | Offline too long: a demo screen after a week, some Standalone screens after 35 days. | Reconnect the Wi-Fi or network cable, then tap Try again. | | Licence not confirmed | The screen could not confirm its licence. | Reconnect it, then tap Try again. If it stays, tell a manager. | | Trial ended | The 30-day trial is over. | Tell a manager. | | Trial Expired | The free trials at this location have all been used. | Tell a manager. | | Licence needed | The screen has no licence. This is also what a screen shows after its licence was moved to another screen. | Tell a manager. | | Licence period ended | A Recurring licence has reached its end date. | Tell a manager. If it has been renewed, connect the screen to the internet. | | Licence Suspended or Licence Cancelled | The licence was suspended or cancelled. | Tell a manager. | | Screen turned off | The screen, or its location, was switched off in the back office. Its orders are kept: Nothing has been removed. | Tell a manager. It works again as soon as it is switched back on. | Those messages say who to ask. Once a manager has sorted it, tap Check again. The screen also checks by itself every five minutes while it is online. If Check again cannot reach the server, it says Couldn't reach the server. Check the internet connection. While the screen is offline, a note replaces the button: This screen is offline. It starts working again as soon as it connects. Warnings before it stops - TRIAL under the logo, with the days left, such as 16 DAYS LEFT: amber, and red in the last three days. Every docket the screen prints carries the same line under the order number, such as TRIAL - 16 DAYS LEFT. It cannot be hidden. - DEMO and NOT FOR SALE under the logo on a demo screen, and DEMO UNIT - NOT FOR SALE on its dockets. - In the last week of a trial or a Recurring licence, a message after sign-in such as Trial ends in 5 days or Licence period ends in 5 days. - On some Standalone screens, after four weeks without connecting, a banner along the top: Connect this screen to the internet within 5 days to keep it working. It turns red on the last day, and goes once the screen connects. - On a demo screen, from the fourth day without connecting, the same banner with Demo screens need to connect at least once a week. Done The message goes and the board comes back, with the dockets that arrived meanwhile. This screen did not print them — see Print dockets from the display. To see the licence it has now, see Check this screen's licence, sync and app version.

Last updated on Oct 16, 2026

The app stays on its start screen, or says Update Chrome and Android System WebView

The app runs inside Android's built-in web component, Android System WebView. On Android 7 to 9, Chrome does that job instead. When that component is too old, the app can't start. It stays on its start screen with the logo and never reaches the setup or sign-in screen. From app version 1.3.6, the app tells you instead: Update Chrome and Android System WebView, This app can't start. The Chrome and Android System WebView on this tablet are too old to run it. The message shows the tablet's Android and Chrome versions, and the version the app needs. Update Chrome and Android System WebView 1. Open the Play Store on the tablet. 2. Search for Chrome and tap Update. 3. Search for Android System WebView and tap Update. 4. Close the app completely: open the recent apps and swipe it away. Then open it again. If the Play Store shows Open rather than Update, that app is already up to date. On the message screen, Open Chrome in the Play Store and Open Android System WebView in the Play Store take you straight to each one. The app starts once both are up to date. It needs version 107 or later. To see the version a tablet has, go to Settings → Apps, open Chrome or Android System WebView (you may need to show system apps), and look at the bottom of its page. The tablet has no Play Store Some tablets and POS screens come without the Google Play Store. Their Chrome and Android System WebView can't be updated, so the app can't run on them. Use another tablet: we recommend Android 13 or later. Which tablets the app runs on The app installs on Android 8.0 or later, with Chrome and Android System WebView kept up to date from the Play Store (version 107 or later). We recommend and support Android 13 or later. The Windows app isn't affected: it brings its own.

Last updated on Oct 26, 2026