Troubleshooting
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Begin with the exact screen and message. Check whether the problem affects one device or the whole venue before changing settings.
| Symptom | First checks | Guide |
|---|---|---|
| A feature is missing | Module enabled, current plan, country and signed-in role | Settings |
| A paired screen cannot connect | Main device power and sleep, local network, correct venue | Pair a device |
| No kitchen ticket | Line sent, station routing and selected station | Kitchen screen |
| Receipt does not print | Printer power, paper, address and this device’s printer assignment | Printers |
| Wrong characters on paper | Printer text handling, script and paper width | Printers |
| Card payment timed out | Provider or terminal result for the original transaction | Payments |
| Stock appears wrong | Counted unit, reservations and recent movements | Inventory |
| Report total differs | Business date, filters, open orders and corrections | Reporting |
| Platform listing did not change | Publication result and per-item stock errors | Delivery |
| A close remains queued | Last successful contact and backoffice error | Sync |
| Invoice remains queued | Main device, external connection and document error | RS.ge |
Before retrying
Section titled “Before retrying”For payments, document issuance and platform acceptance, check whether the first attempt succeeded. A lost response can leave an action completed elsewhere. Repeating it without checking can create a second real-world action.
Ask for help
Section titled “Ask for help”Include the installed version from About, operating system, device role, time and time zone, business date, exact error and the affected order or document identity. Describe the action immediately before the problem and whether another device sees it too.
A screenshot of the relevant screen helps. Hide customer details, PINs, credentials, pairing codes and payment data. Preserve logs and backups through the supported tools; do not send an entire live database unless a secure support process specifically requires it.
Use the contact details on your regional site’s support or contact page. For equipment errors, include the printer or terminal model and its own visible error.