Troubleshooting

Orders are not arriving on the display

The POS reports a successful print, but nothing reaches the screen. Work through these in order — the first two account for most cases. 1. Is the Virtual Printer running? Look at the VP indicator in the sidebar. A green dot means running. A red dot, or the red banner reading Virtual Printer is not running — POS orders won't be received, means it has stopped. See "Virtual Printer is not running". 2. 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. Open Settings → Virtual and compare the address shown there with the one configured 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. 3. 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. 4. 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. 5. 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. Still nothing Send us the diagnostics — see Send diagnostics to support.

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. The VP indicator in the sidebar shows the same thing: red for stopped, amber while starting, green for running. Restart it 1. Tap the banner, or the VP indicator, to jump straight to the setting. 2. Turn Enable Virtual Printer off, then on again. 3. Wait for the status box to read Running with an address beside it. If it will not start Another app may be using the port. If something else on the device is already listening on port 9100, the Virtual Printer cannot start. Under Advanced Settings, change the Port to something else — 9101 for instance — and 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 automatically with the app when it is enabled. If it stops every time the device restarts Check the tablet's battery optimisation settings and exclude the app, so the system does not shut it down 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 clears for good once the Virtual Printer is running.

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. 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.

Send diagnostics to support

When something is not working, this saves a long back-and-forth. Send the diagnostics 1. Tap the question mark in the sidebar to open Help. 2. Scroll to the bottom. 3. Tap Send to Support. This includes the app version, build, device details and recent logs. Add a short note about what happened and roughly when. Send to Support needs an internet connection. Offline, the button reads Send to Support (offline) and is greyed out. Use the copy button on the Build Information panel instead, and paste the result into an email. Viewing it yourself View Logs in the same panel shows what the app has recorded. On a tablet it also shows device logs. Copy All puts them 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. 2. Turn on Diagnostic capture. 3. Send a few orders from the POS — ideally including one with modifiers. 4. Tell us it is done. Turn it off again afterwards. It records the full contents of every docket while it is on, so leave it on only for as long as we ask.

Cannot sign in, or the PIN is not accepted

Signing in is two steps: pick your name from the list, then enter your PIN. It is between four and six digits. Your name is not in the list The list shows users assigned to this location. If you are new, or have moved between venues, a manager needs to add you to this location in the back office. 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. After three wrong attempts PIN entry locks for five minutes. Waiting it out is the only way through; there is no override. If you have forgotten it, a manager can reset your PIN in the back office. Managers can change their own under Settings → Account. 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. Session expired Your sign-in has timed out — normal after a long gap. Sign in again. If it happens repeatedly, or the app returns to the setup screen instead of the sign-in screen, the device has lost its registration and needs setting up again.