An order didn't print in the kitchen

What the "Printer is down" message means, where the order went instead, and what to check on the printer.

If a kitchen or bar printer (or kitchen screen) can't be reached when you tap Send, the POS shows a message at the top left and sends the order somewhere else, so it isn't lost:

• The Grill Printer is down. Please take this ticket to that station. The ticket printed on the receipt printer of the terminal you sent from. Take it to the station by hand.
• The Grill Printer is down. The order was sent to its failover. It went to the printer or screen chosen as that device's backup.

The failover ticket starts with a notice naming the device that's down.

#Get the printer working again

1. Check the printer is on, has paper, and its cover is closed. Clear any paper jam.
2. Check its network cable is plugged in (both ends) and its lights show a connection.
3. Turn it off and on again and wait for it to finish starting.
4. Send the next order as normal. There's nothing to reset on the POS.

#For managers

• In the back office, Hardware > Printers/KDS > the printer shows its IP Address. If the printer was replaced or moved, update the address.
• Failover Printer on the same page chooses where its orders go when it's down. Default - the receipt printer where the order is entered is the terminal's own receipt printer.
• An item only prints at a station it's assigned to. Check Items Assigned to this Device, or the item's Printer / KDS setting.

Related: Printers and kitchen screens.