POS Troubleshooting

Common issues and solutions for Synalux POS.

Orders not appearing on KDS

Symptoms: Order placed on register but doesn't show on Kitchen Display.

Solutions:

1. Verify the KDS station is assigned to the correct menu categories in Settings > Printers & KDS
2. Check that the KDS browser tab is connected — look for the green "Connected" indicator
3. Confirm both devices are signed into the intended venue; check connectivity and station routing
4. Hard-refresh the KDS page (Ctrl+Shift+R or Cmd+Shift+R)

Receipt printer not printing

Symptoms: Orders go through but no receipt prints.

Solutions:

1. Check USB/Bluetooth connection — unplug and reconnect
2. Verify printer is selected in Settings > Printers & KDS
3. Test with "Print Test Page" in printer settings
4. For Bluetooth printers: forget and re-pair the device
5. Check paper roll — thermal printers fail silently when empty

Payment processing errors

Symptoms: "Payment failed" or "Connection timeout" at checkout.

Solutions:

1. Verify internet connection — POS needs connectivity for payment processing
2. Check that your payment processor credentials are current in Settings > Integrations
3. For terminal-based payments: restart the payment terminal
4. If using Dejavoo/Elavon: confirm the terminal is on its idle screen — SPIn cancels a request sent to a busy terminal
5. If the payment result is uncertain, check Payments > Needs Review and the processor record before charging again. Use provider-approved test mode for diagnostics; contact support for unresolved results.

Offline mode — orders not syncing

Symptoms: Orders taken offline aren't appearing in reports after reconnecting.

Solutions:

1. Keep the POS tab open after reconnecting — sync happens automatically
2. Check the sync indicator in the top bar — it should show "Syncing..." then "Synced"
3. Do NOT clear browser data while orders are pending — this deletes the offline queue
4. Open the offline/sync badge to review the queue and failures. Keep pending orders intact and contact support if sync remains stuck.

Menu items showing wrong price

Solutions:

1. Check the item price in Menu Builder — prices are per-item, not per-category
2. If using modifiers with price adjustments, verify the modifier group pricing
3. Reload only after confirming pending offline work has synced. Do not clear browser storage to refresh a menu while orders are pending.
4. Check for active discount rules in Settings → Discounts that may be auto-applying

Staff can't log in with PIN

Solutions:

1. Verify the PIN is set in Settings > Staff Management
2. Check that the employee's role has "Register Access" permission
3. Ensure the employee is assigned to the current location (multi-location setups)
4. Try resetting the PIN — PINs must be exactly 4 digits

Online ordering QR code not working

Solutions:

1. Verify online ordering is enabled in Settings > Online Ordering
2. Check the QR code links to the correct URL (scan it yourself first)
3. Ensure the menu has at least one published category with items
4. For table QR codes: verify table numbers match between floor plan and QR generation