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How to troubleshoot online order printing in Nomni POS

Fix online orders that don't print or print late

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Written by Lucien Hopkinson

Quick answer: Check the printer is on, has paper and its lights show it is ready. Print a receipt manually to test it. Then follow the steps below.

Use this guide when online, QR or delivery orders reach Nomni POS but don't print, or print late.

Before you start

  • Who: a manager.

  • Device: your Master POS and printer.

1. Check the printer

  1. Check the printer is on, has paper and its lights show it is ready.

  2. Print a receipt manually to test it.

  3. For network printers, check the printer's IP address hasn't changed. Nomni POS for iPad shows an alert for most printer problems, for example an Epson printer that's offline or out of paper, or a Nomni POS printer that didn't respond. But if the POS can't connect to the printer at all, it may not show a message and the docket just doesn't print. See Printer messages on Nomni POS and Nomni KDS and what they mean.

What you should see: a test receipt prints.

2. Check the Master POS

  1. Online orders come through the Master POS. Check it is on, logged in and Nomni POS is open in the foreground.

  2. On the Master, go to Settings > Sync and run a Master Sync.

  3. If a Bluetooth or USB printer has stopped, close and reopen Nomni POS.

3. Check where the order went

  • If it isn't in Nomni Console at all, check the delivery app or online store. See Uber Eats or DoorDash orders rejected or not coming through.

  • If the order is in your online orders in Nomni Console but not on the POS, it's a POS sync problem: run a Master Sync.

  • Check the products are routed to the right printer location.

If Uber Eats or DoorDash orders are rejected or not coming through

Follow these steps:

  1. Check the Master POS is on, logged in and connected to the internet.

  2. Check your store is open in the delivery app and your opening hours in Nomni Console are correct.

  3. Update Nomni POS from the App Store.

  4. On the Master POS, open Settings > Sync and tap MASTER SYNC.

Late dockets

Dockets that failed to print are printed again when the POS reopens with a register open, so they can come out late. The receipt time is when the order was completed, not when it printed.

If something goes wrong

Contact us with your POS and printer model, an order number that didn't print and whether it appears in Nomni Console.

Need help?

Email support@nomni.ai or message us from the chat in Nomni Console. Tell us your venue name, the device and what you have already tried.

You can also call 1300 445 483.

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