One of the most common concerns raised by restaurants is that an order appears to be missing from the Kitchen Display System (KDS).
Fortunately, a "missing" order rarely means the order has disappeared completely. In almost every case, the order can still be found somewhere in the transaction flow.
Understanding where the order stopped allows us to identify the root cause quickly and avoid unnecessary delays.
How Orders Reach the KDS
Before troubleshooting, it helps to understand the journey of an order.
A typical order follows these steps:
1. The order is created by a server, kiosk, QR ordering platform, or delivery platform.
2. The order reaches Oracle Simphony.
3. Simphony sends the order to the appropriate kitchen display screen.
4. The kitchen receives and prepares the order.
If any part of this chain fails, the order may not appear where expected.
Scenario 1 - The Order Never Reached Simphony
What You Will See
- Guest says they placed an order.
- No order appears on any KDS screen.
- No order can be found in POS transactions.
Why This Happens
The order never successfully reached Simphony.
Common reasons include:
- Internet instability
- Temporary integration failure
- Delivery platform issue
- QR ordering platform issue
- Payment failure before submission
What To Do
Check whether the order exists on the POS.
If the order cannot be found anywhere within Simphony, the issue occurred before the kitchen ever had a chance to receive it.
At this point the issue should be reported to IT with:
- Restaurant
- Date and time
- Order number if available
- Amount paid
- Screenshot of any confirmation shown to the guest
Scenario 2 - The Order Reached Simphony but not the KDS
What You Will See
- Guest says they placed an order.
- No order appears on any KDS screen.
- The order is present in POS transactions.
Why This Happens
There was a communication issue between payment terminals with Symphony app and Symphony server.
Common reasons include:
- Internet instability
- Wireless interference
- Terminal instability
- Payment failure before submission
What To Do
Check if there are connectivity issues with payment terminals, you might notice the wi-fi indicator is showing poor connectivity, or the connection switched to 4G.
Manual orders on payment terminals require connectivity to Wi-Fi Home to work correctly. If you don't notice this type of issues report the missing order to IT with:
- Restaurant
- Date and time
- Order number if available
- Amount paid
- Screenshot of any confirmation shown to the guest
Scenario 3 - The KDS Screen Is Offline
What You Will See
- No new orders arriving
- KDS displays offline messages
- KDS appears frozen
- Red connection indicators
Why This Happens
The workstation cannot communicate with KDS server.
This may be caused by:
- Network issues
- Windows issues
- KDS application issues
- Power interruptions
What To Do
First:
1. Confirm screen is powered on.
2. Confirm workstation is powered on.
3. Check network cables.
4. Restart the workstation.
If the issue remains after a reboot, contact IT.
Scenario 3 - Orders Arrive Late
What You Will See
- Order eventually appears.
- There is a significant delay between payment and kitchen receipt.
Why This Happens
The order is moving through the system slowly rather than failing completely.
Common causes include:
- Slow KDS server
- Temporary performance issues
What To Do
Record:
- When the issue started and how long it lasted
- How long is the delay
Provide the information to IT for investigation.
Scenario 4 - Open Tab or QR Order Is Missing
What You Will See
- Customer successfully orders through QR.
- Nothing arrives in kitchen.
Why This Happens
Sometimes the customer doesn't notice that there was a payment problem, if payment or authorization is not done correctly, the order is never sent.
More details about common payment issues can be found in the common payment issues article
What To Do
- Check with customer if there was any error message from the app
- Go on Arch and check if there are payment errors on the transaction
If no error can be found contact IT and provide details of the issue.
Information Required When Reporting a KDS Issue
To investigate quickly, always include:
- Restaurant
- Date
- Time
- Order number
- Item affected
- Table number (if applicable)
- Screenshot of KDS
- Screenshot of POS transaction
Providing this information immediately can reduce investigation time significantly.