Use this guide when your kitchen display (KDS) works most of the time but drops off, or misses the odd order. If it never connects, start with Nomni KDS not getting orders from the POS (CONNECTED: NO, Server Disconnected).
1. Keep the KDS app open and the screen awake
Nomni KDS for iPad only stays connected while the app is open on screen. If the iPad locks or another app is opened, it stops reconnecting. It reconnects by itself when you open it again.
On the KDS iPad, set iPad Settings > Display & Brightness > Auto-Lock to Never, and keep it on charge.
Do the same on the Master POS. The KDS gets its orders from the Master, and the Master marks devices as disconnected if it doesn't hear from them for about 10 seconds.
2. Keep the KDS on the same network as the Master
The KDS won't reconnect to a Master on a different network. This happens if the KDS joins a guest Wi-Fi or a second router. Put it back on the POS Wi-Fi.
If it drops every time the internet or power goes out, the Master is probably getting a new address from the router. Ask your IT provider to give the Master a fixed (reserved) IP address.
Android KDS screens (for example iMin or Sunmi) that drop off Wi-Fi: see Android POS, kiosk or KDS keeps dropping off Wi-Fi: how to fix it for good.
3. Resend orders that didn't reach the KDS
If the Master can't send an order to a kitchen screen, it shows "Order Failed to be Sent to …" with the screen's address and the items.
Tap Open Task List. To come back later, tap Handle Later, then use the failed KDS orders button in the top bar. It lights up when there are failed orders.
The list is called Failed Orders to Kitchen Display. Fix the connection first (parts 1 and 2), then select an order and tap RETRY.
Orders that were already completed or deleted aren't resent. You'll see "This order has already been completed." or "This order has been deleted." Tap DELETE to clear an order you no longer need.
Only use RESET ROUTING KDS if Nomni Support asks you to.
4. Bring the KDS back up to date
After it reconnects, reload open orders on the KDS. On Nomni KDS for iPad, tap HARD RELOAD ORDERS FROM MASTER POS in General Settings. On Nomni KDS for Android, open Settings > General and tap Reload.
Orders arrive but some items are missing? See Some orders or items are missing on the Nomni KDS.
Still stuck?
Message us from the chat in Nomni Console, email support@nomni.ai, or call 1300 445 483 (from outside Australia +61 1300 445 483), 7 AM to 11 PM Melbourne time. To get you a fix faster, tell us: your venue name, iPad or Android KDS, roughly when it drops off, whether the Master shows "Order Failed to be Sent", and a photo of the KDS connection screen.