Use this guide if the same order shows twice, dockets won't clear, completed orders come back, or yesterday's orders are still on screen.
Before you start
Who: a kitchen manager.
Check the KDS is connected (Server Connected or CONNECTED: YES). Many of these problems happen after the KDS loses connection.
Check the KDS is on the latest version. Version 2.0.17 fixed old ready and completed orders staying on screen and cancelled orders coming back.
Same order showing twice
Check whether the POS sent it twice: open the order on the POS and look for two kitchen sends, or an item added later. If Split order docket by time is on, items sent later show as a separate docket on purpose.
If you have two screens covering the same items, check Location on each in Settings > Device Setup.
Open Settings > General and tap Reload next to Hard Reload Orders from Master POS. This reloads open orders from the POS.
Dockets won't clear
If Mark as Ready before Marking as Done is on, a docket goes to Ready For Pickup first. Tap Done again to close it.
If you see Please complete other items from the same order to move this to completed status, another station still has items open.
To clear ready orders automatically, set Stale Ready Clear Timer (Minutes) in Settings > General. Ready orders older than this are closed and hidden.
To close dockets automatically, set Auto Bump Off Timer (Minutes). Leave it at 0 to turn it off.
Clear everything at the end of the day
Make sure every order is really finished.
Open Settings > General and tap Clear All Orders.
Read the message: it marks all orders completed and moves them to Completed Orders. Tick All my orders are finalised, then tap Confirm.
To empty the completed list, tap Clear next to Clear All Closed Orders.
Old orders from yesterday
Check the KDS date, time and time zone are correct in the device settings. The KDS uses the date to hide orders from a previous day.
Update to version 2.0.17 or later.
Completed orders came back
If Reset order items on docket recall is on, recalling a docket resets its items. Someone may have recalled it from the Completed tab. See Complete, bump and recall dockets on Nomni KDS.
If something goes wrong
If duplicates keep happening, note the order numbers and times, and send us a photo of the KDS and the POS order.
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.