KDS is missing, stale, silent, or not updating

Overview

• Web KDS and Mobile KDS show the same kitchen orders, while Mobile KDS adds dedicated-device features such as pairing, sound, keeping the screen awake, and reconnect support.
• An order may legitimately be absent from active KDS because it is awaiting online review, scheduled for later activation, cancelled, or already completed.
• A brief connection interruption should not require recreating the order.
• Native sound requires an app build that includes the supported sound module.

When to use this

• Use this when an expected order is missing, the board is stale, a completed card returns unexpectedly, or sound does not play.

Step-by-step

1. Confirm the KDS is for the correct Store/display.
2. Find the Order in POS/Back Office and check its source/review/scheduled status.
3. For scheduled orders, compare pickup time with Minimum prep time or use Start Preparing Now when appropriate.
4. Refresh or reopen the KDS after the connection returns.
5. For Mobile KDS sound, verify Sound is enabled and the build has native sound support.
6. Check availability/provider retry badges separately from core KDS connectivity.

Common mistakes

• Do not recreate a scheduled/NEEDS_REVIEW order because it is not yet active on KDS.
• Do not mark items complete just to make a customer status screen advance.
• Do not troubleshoot a missing native sound module by changing server order data.

Troubleshooting

• If Web KDS updates but Mobile KDS does not, focus on the mobile installation/pairing/reconnect path.
• If no KDS sees the order, inspect the Order's fulfilment/review/scheduled state before the display device.