Troubleshooting: Basic Navigation & Product Management

Having issues with till navigation or product management? Find solutions below.

Common Issues#

Problem: Pressed Product Button But Nothing Happened#

Symptoms:

• Click product button
• No response
• Product doesn’t add to order

Solution:

Window or menu covering Order View.

Check for:

• Open popup windows
• Settings menu open
• Preferences window open
• Other overlays

Fix:

1. Look for any open windows
2. Close them (press X or Back)
3. Try product button again

💡 Tip: Make sure Order View is visible before adding products.

Problem: Preferences Window Closed and Deleted My Product#

Symptoms:

• Adding product with instructions
• Pressed X on Preferences Window
• Product disappeared completely
• Must start over

Solution:

This is expected behavior.

How Preferences Window works:

• Apply button: Saves product with selections
• X button: Cancels and removes product entirely

To avoid:

• Always press Apply to save
• Don’t press X unless you want to cancel
• If accidentally pressed X, add product again

Remember:

• Apply = Save product
• X = Cancel and remove

Problem: Can’t Find Product Size Buttons#

Symptoms:

• Looking for size buttons on till
• No size options visible
• Can’t change product size

Solution:

Product sizes must be set up in database first.

Setup required:

1. Sizes created in HQ
2. Sizes assigned to products
3. Size buttons added to keyboard

Check with manager:

• Are product sizes configured?
• Which products have sizes?
• Where are size buttons on keyboard?

If sizes exist but no buttons:

• Add size buttons to keyboard layout
• Or use Preselect Size function

Problem: Search Isn’t Finding My Product#

Symptoms:

• Type product name in search
• Product doesn’t appear in results
• Know product exists

Solution:

Try different search approaches:

Option 1: Use fewer letters

• Instead of “Cappuccino” try “Cap”
• Instead of “Hamburger” try “Ham”
• Partial matches often work better

Option 2: Try different part of name

• Search by category: “Coffee”
• Search by type: “Large”
• Search by key word

Option 3: Check product exists in database

• Go to HQ → Products
• Search for product there
• Verify it’s not archived
• Check spelling matches exactly

If product truly missing:

• Add product to database first
• Then it will appear in till search

Problem: Custom Instructions Aren’t Printing to Kitchen#

Symptoms:

• Add custom instructions to product
• Kitchen docket doesn’t show instructions
• Kitchen doesn’t know about modifications

Solution:

Custom instructions should print normally.

Check printer settings:

Step 1: Verify docket printer setup

• Go to printer configuration
• Check docket printer assigned
• Verify connection active

Step 2: Check product has print header

• Product must have tag with print header
• Print header routes to correct printer
• Instructions print with product

Step 3: Test with different product

• Try product known to print correctly
• Add custom instruction
• Check if it prints

If still not printing:

• Check printer template includes instructions
• Verify docket template configuration
• Contact support for printer setup help

Q: What happens if I add product by mistake?#

A: Easy to remove.

Quick removal:

1. Swipe left on product line in Order View
2. Tap bin icon
3. Product removed instantly

Alternative methods:

• Tap product → Press Clear Item button
• Tap product → Press – button until 0

Q: Can I edit instructions after applying them?#

A: Yes, reopen Preferences Window.

Steps:

1. Double-tap product line in Order View
2. Preferences Window reopens
3. Make changes to instructions
4. Press Apply again
5. Instructions update

Can modify:

• Add more instructions
• Remove instructions
• Change custom instructions
• Adjust prices

Q: What if I don’t see product button on grid?#

A: Use Search function.

Why:

• Search finds ALL products in database
• Not limited to keyboard buttons
• Faster than scrolling through pages

When to use Search:

• Rarely-sold items
• New products not yet on keyboard
• Seasonal items
• Special requests

Q: What does red online indicator mean?#

A: Till is offline from Master Database.

What it means:

• Can still take sales normally
• Sales save to local till database
• Changes from other tills won’t appear yet
• Will sync automatically when reconnected

What happens:

• Sales process normally
• Products still available
• Payments still work
• Data syncs when back online

When to worry:

• If offline for extended time
• If need to see other tills’ changes
• If syncing critical data

Fix:

• Check network connection
• Restart till if needed
• Contact IT support if persists

Q: Can I add instructions to multiple items at once?#

A: No, instructions are per-product.

How it works:

• Each product has own instructions
• Must add instructions individually
• Cannot bulk-apply to multiple items

Shortcut:

• Add product with instructions
• Use + button to duplicate
• Instructions copy automatically
• Faster than re-entering

Q: What if customer wants something not in system?#

A: Use workarounds.

Option 1: Miscellaneous Item

• Use “Misc” product with free text
• Enter custom description
• Set custom price

Option 2: Custom instruction

• Use closest matching product
• Add custom instruction with details
• Adjust price if needed

Option 3: Add product to database

• If recurring item
• Add properly in HQ
• Will be available immediately

Still Having Issues?#

If your problem isn’t listed here:

1. Check the full guide for Basic Navigation & Product Management for detailed instructions
2. Verify products are set up correctly in database
3. Check keyboard layout has required buttons
4. Test with different products to isolate issue
5. Contact Paimnt support for assistance