An order appears on KDS only after it is submitted or fired to production and matches the active store and KDS station scope.
Check the order first
- Open the order in POS and confirm it belongs to the same store as the KDS.
- Confirm the order was submitted or fired. Items still in an unsent cart do not create a kitchen ticket.
- Check whether the ticket is marked New, Update, or Remake. Changes to an existing order may appear as an update rather than a duplicate full ticket.
Check the KDS screen
- Confirm the connection indicator is healthy. If the screen is reconnecting, wait for refresh before resending anything.
- Check the selected prep station. Switch to the correct station or All stations when diagnosing routing.
- Clear view filters and check both the active board and completed history.
- Confirm the KDS device is activated for the same store and has a current heartbeat.
Check routing
If only certain items are missing, review the product/category prep-station mapping. If the full ticket appears at the wrong station, review station routing and the active station selection.
Do not fire the same order repeatedly while the KDS is reconnecting; this can create confusing update or remake work. Refresh the board and verify order state first.
Escalation details
Record the order number, store, POS device, KDS device, selected station, time fired, affected item names, connection state, and whether POS shows the order as submitted. Never include a customer payment credential.