HomeKitchen Display SystemTroubleshoot Missing or Delayed Orders
Who is this article for?
Owners, managers, kitchen leads, and support-facing team members investigating order flow problems.
Reviewed by: Selio Support Team
Last updated: May 14, 2026
Summary
Troubleshoot missing, delayed, wrong-station, duplicate, no-sound, stale-screen, or offline-device KDS symptoms from connection through prep-station routing.
Before you begin
- Identify the exact missing or delayed order
- Confirm the order source: POS, kiosk, delivery, third-party delivery, or QR order
- Check network and device sign-in first
- Know that Selio KDS does not use separate KDS accounts; POS accounts use KDS
Steps
- Check the network connection.
- Confirm the device is signed in.
- Confirm the location and screen assignment.
- Confirm prep-station routing.
- Confirm POS sync and the order source.
- Refresh the app if the screen is stale.
- Retest with a controlled order assigned to the prep station.
- Escalate to support if the issue is not solved after these checks.
Troubleshooting
- Missing order: Check order source, POS sync, screen assignment, and prep-station routing.
- Delayed order: Check network quality, POS sync, and app refresh.
- Wrong station: Review screen assignment and prep-station routing.
- Duplicate ticket: Confirm the source order and routing setup before changing the KDS device.
- No sound: Check the KDS device and app sound setup.
- Stale screen or offline device: Check network, sign-in, and refresh the app.
- Separate KDS account requested: Do not recommend one; Selio KDS uses POS accounts.
