Epson TrueOrder KDS Epson TrueOrder KDS Troubleshooting Guide
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- Epson TrueOrder KDS | Epson TrueOrder KDS Troubleshooting Guide - Page 1
111-56-URM-005 Epson TrueOrder KDS Troubleshooting About this Guide This guide lists potential issues for the Epson TrueOrder KDS and related troubleshooting steps. It is expected that the reader has basic computer network and peripherals knowledge, and is able to distinguish various warning - Epson TrueOrder KDS | Epson TrueOrder KDS Troubleshooting Guide - Page 2
Connection is Lost 12 6.1. Connection Re-established ...13 Appendix A - Supplemental Documentation 14 Appendix B - Supplemental Documentation 14 Appendix C - Epson Technical Support 14 Form: F-730-028 v1.00 Epson TrueOrder KDS Troubleshooting Page 2 of 14 111-56-URM-005 R3.00 Trademarks - Epson TrueOrder KDS | Epson TrueOrder KDS Troubleshooting Guide - Page 3
1. Overview This is a troubleshooting guide that can be consulted if the Epson TrueOrder KDS does not work as expected. If the troubleshooting suggestions are performed and the issue is not resolved, please contact Epson Technical Support. 1.1. Terminology KDS - Kitchen Display System POS - Point of - Epson TrueOrder KDS | Epson TrueOrder KDS Troubleshooting Guide - Page 4
URL for the Configurator is the IP address of the KDS device shown on the splash screen. Form: F-730-028 v1.00 Epson TrueOrder KDS Troubleshooting Page 4 of 14 111-56-URM-005 R3.00 Trademarks - Epson TrueOrder KDS | Epson TrueOrder KDS Troubleshooting Guide - Page 5
2.2.1: KDS will not work with a public IP Solution: Configure the IP to be in the private range. Form: F-730-028 v1.00 Epson TrueOrder KDS Troubleshooting Page 5 of 14 111-56-URM-005 R3.00 Trademarks - Epson TrueOrder KDS | Epson TrueOrder KDS Troubleshooting Guide - Page 6
Picture 2.3.1. Picture 2.3.1: Unlicensed KDS device Solution: This situation should not arise unless there was an issue licensing at the factory. Contact Epson Technical Support to remediate. Form: F-730-028 v1.00 Epson TrueOrder KDS Troubleshooting Page 6 of 14 111-56-URM-005 R3.00 Trademarks - Epson TrueOrder KDS | Epson TrueOrder KDS Troubleshooting Guide - Page 7
are being received properly by the KDS device but not showing up reliably every time, then the archived receipts must be shared with Epson Technical Support for further investigation. Form: F-730-028 v1.00 Epson TrueOrder KDS Troubleshooting Page 7 of 14 111-56-URM-005 R3.00 Trademarks - Epson TrueOrder KDS | Epson TrueOrder KDS Troubleshooting Guide - Page 8
Showing Cut-off or Incomplete This generally happens if the screen/monitor is not supported by the Epson TrueOrder KDS. The basic requirement is a 1080p (Full HD) screen with HDMI connection. Form: F-730-028 v1.00 Epson TrueOrder KDS Troubleshooting Page 8 of 14 111-56-URM-005 R3.00 Trademarks - Epson TrueOrder KDS | Epson TrueOrder KDS Troubleshooting Guide - Page 9
changing the USB cable between touchscreen and KDS device. - Verify that the touchscreen is a model supported by the Epson TrueOrder KDS. 4.3. Expeditor Station w/ Bump Bar - Unable to Bump an Order Troubleshooting Steps: - Verify that the bump bar is firmly connected to the KDS device properly via - Epson TrueOrder KDS | Epson TrueOrder KDS Troubleshooting Guide - Page 10
Touchscreen - Unable to Bump an Order Troubleshooting Steps: - Verify that the touchscreen is firmly connected to the KDS device via the USB cable. - Try changing the USB cable between touchscreen and KDS device. - Verify that the touchscreen is a model supported by the Epson TrueOrder KDS. - Orders - Epson TrueOrder KDS | Epson TrueOrder KDS Troubleshooting Guide - Page 11
"LOCAL PRINTER IS OFFLINE" is shown in the top right corner of the order table/top information bar. 5.3. Master Printer Not Printing Label on Bump Troubleshooting steps: - Verify that the printer has paper, and its cover is closed. - Looking at the printer LEDs, verify that the printer is not in an - Epson TrueOrder KDS | Epson TrueOrder KDS Troubleshooting Guide - Page 12
the device reconnects. Picture 6.1: Cannot connect to primary/Master device error message Troubleshooting Steps: - Check the KDS device network cable - make sure it the KDS Network Requirements user manual. Form: F-730-028 v1.00 Epson TrueOrder KDS Troubleshooting Page 12 of 14 111-56-URM - Epson TrueOrder KDS | Epson TrueOrder KDS Troubleshooting Guide - Page 13
be dismissed using the bump bar or touchscreen. See Picture 6.1.1 Picture 6.1.1: Display Updated message upon network reconnection. Form: F-730-028 v1.00 Epson TrueOrder KDS Troubleshooting Page 13 of 14 111-56-URM-005 R3.00 Trademarks - Epson TrueOrder KDS | Epson TrueOrder KDS Troubleshooting Guide - Page 14
of the problem and the KDS installation. The following support form should be completed: - KDS Support Form_v1.1.xlsx Appendix C - Epson Technical Support The Epson APS (Advanced Product Support) contact number is +1(562)276-1314. Form: F-730-028 v1.00 Epson TrueOrder KDS Troubleshooting Page 14
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Epson TrueOrder KDS
Troubleshooting
Page 1 of 14
111-56-URM-005
R3.00
Form: F-730-028 v1.00
About this Guide
This guide lists potential issues for the Epson TrueOrder KDS and related troubleshooting steps. It
is expected that the reader has basic computer network and peripherals knowledge, and is able to
distinguish various warning messages on the KDS screen.
EPSON is a registered trademark and EPSON is a registered logomark of Seiko Epson Corporation. All other product and brand names
are trademarks and/or registered trademarks of their respective companies. Epson disclaims any and all rights in these marks.
Copyright 2023 Seiko Epson Corporation.
111-56-URM-005
Epson TrueOrder KDS
Troubleshooting