Nothing prints at all
Settings → Thermal Receipt
Work down this list in order. It is almost always one of the first three.
- 1 Open Settings → Thermal Receipt and look at the status dot. If it reads Print Agent is not running, start the agent on the restaurant PC — nothing is lost, the waiting slips print the moment it starts.
- 2 Check the printer is switched on, has paper, and that no cover is open.
- 3 Tap Test Print beside the printer. If the test slip comes out, the wiring is fine and the problem is elsewhere.
- 4 Check the IP address is still right. A printer that gets its address automatically can be given a different one after a power cut.
- 5 If you are on the browser path instead, check the browser's own default printer is the thermal one.
Give your printers fixed IP addresses on the router. It is a five-minute job that prevents this problem for good.
The kitchen ticket comes out at the counter
Settings → Thermal Receipt
Only the silent path can send two slips to two different printers. Through the browser, everything goes to the browser's one default printer.
Open Settings → Thermal Receipt and check that How slips are printed is set to Silent — send straight to the thermal printers.
Then check both the Customer printer and the Kitchen printer have their own IP address. If one is blank, both slips deliberately print on the other one.
The print box appears on every sale
Settings → Thermal Receipt
That is the browser's own print dialog, and no web page can remove it. It appears whenever the browser is doing the printing.
The proper fix is to set How slips are printed to Silent — send straight to the thermal printers, which never shows a dialog at all.
The other option is to launch Chrome with the --kiosk-printing flag, which makes it print without asking, but that still means one printer for both slips.
The logo is missing from the receipt
Settings → Thermal Receipt
There are two separate settings and both must be right.
First, Settings → Logo & Receipt must actually have a logo uploaded — the page shows it above the box, labelled Current logo.
Second, Show logo on receipt on Settings → Thermal Receipt must be ticked. It is on by default, but it is the setting people switch off and forget.
If both are right and the logo still prints as a black smudge, the picture is too detailed for a thermal printer. Use a simple, high-contrast version.
Item names print as blanks or nonsense
Menu Items
Thermal printers can only print English and Latin letters. A dish named in Urdu or Arabic script has nothing for the printer to draw.
Rewrite those item names in Roman letters — Chicken Karahi instead of the Urdu script — and they will print.
This affects the paper only. The screens and the reports show whatever you typed.
A sale looks missing from a report
Orders → History
Nine times out of ten the sale is there and the two reports are reading different clocks.
An order has a time it was placed and a time it was paid. A table opened at 11:50 PM and settled at 12:20 AM belongs to one day on the first clock and the next day on the second.
Set Times From to the same choice on both screens and compare again — they will match order for order.
Also check that a time-of-day filter has not been left in the boxes from a previous search, and that the branch switcher is where you expect it.
If it is still not there, open Orders → History with Show All Orders ticked. That drops every filter on the status and shows the order whatever state it is in.
Two reports show different totals
Check the clock first — see the section above. That is the usual answer.
Then check what each report counts. The Order History money figures count completed orders only, so a cancelled or still-open ticket never inflates them.
Remember that tips are never revenue. They appear on the waiter's shift report and nowhere in your sales.
Marketplace orders are deliberately not posted to your cash or bank accounts — the platform settles with you separately — so they show in sales but not in the Cash Flow Report, whether the platform collected the money or your rider did.
Somebody sees a permission-denied screen
Roles
The software refused the page because that person's role does not have it. Nothing is broken.
Open Roles, edit the role they are on, and tick view for the module in question. Without view, the module is not even in their sidebar.
If they can see the screen but a button is missing, it is a button permission rather than a module one — look in the Button Permissions block on the same page.
Changing a role changes it for everybody on that role. If only one person should get the extra access, make them a new role instead.
Settings, Roles and Branches are administrator-only whatever the grid says. Users is open to administrators and managers.
A screen this guide describes is not there
Settings → Modules
Either the module is switched off, or your role cannot see it.
Open Settings → Modules and check the switch. A module that is off has no sidebar link, no button and no screen — visiting its address just returns you to the Dashboard with a message saying an administrator can enable it under Settings → Modules.
إذا أظهر المفتاح قراءة القفل مقفل بواسطة POS Beast — فاتصل بالدعم للتنشيط، فهذا يعني أن الوحدة غير ممكّنة لحسابك ويجب على الدعم تشغيلها.
If the module is on and you still cannot see it, check the role — see the section above.
Menu photos or the logo are not loading
Uploaded pictures — menu photos, the logo, store front images — are served by the software itself, so they normally work on any hosting.
First, check the picture was actually uploaded: open the menu item and see whether the image is shown on the form.
An image over the size limit is rejected on upload — 2MB for the logo and 5MB for a menu photo.
If a picture shows in the admin but not on the QR menu or the online store, refresh the page once with a hard reload. Uploaded files are cached hard by browsers on purpose, so an old cached blank can linger.
If none of your images load at all, that is a hosting matter rather than a setting — contact support.
A keyboard shortcut does nothing
Settings → Shortcuts
Check Enable keyboard shortcuts is on under Settings → Shortcuts.
Then use the Test a key box on that page: click it and press the key. If the key appears, the page received it and it can be used. If nothing appears, the browser swallowed it before the page ever saw it.
Some keys are reserved by the browser and cannot be taken back — F12, Ctrl+Shift+I, Ctrl+N, Ctrl+T, Ctrl+W, Ctrl+Tab, Ctrl+1 to 9, Ctrl+J, Ctrl+H and Alt+F4. The software refuses those rather than letting you set a key that would silently never fire.
Remember that a bare printable key like plus, minus or the question mark only works when the cursor is not in a text box. Function keys and Escape always work.
A table is stuck showing occupied
Tables
A table is freed when its order is completed or cancelled. If an order was left open, the table is genuinely still in use as far as the software is concerned.
Open the POS Order Tab and look for an order on that table. Complete it or cancel it and the table frees itself.
If there is no order at all, open Tables, tap the table and use Change Status to set it back to Available.
A PIN is not accepted
Users
The PIN pad only accepts the PIN of an active user. Open Users and check Active Account is still ticked for that person.
Check the PIN itself on their user record — it is 4 to 6 digits and unique to them.
When starting a waiter shift, a PIN that matches nobody active is refused with a message saying so. A member of staff cannot start a shift for somebody else without the Start a Shift for Another Waiter permission.
The drawer does not match the software
Till Cash Flow
Type what you counted, not what the software expected. A recorded difference is information; a corrected one is nothing.
Check whether a petty-cash payout was taken out of the drawer without being recorded — that is the most common cause.
Check whether a tip was put in the drawer. Tips are not sales and are not part of the expected cash.
On waiter shifts, remember the expected figure is the opening float plus the cash that waiter took, and that card and bank takings never touch the drawer.
Read the Till Cash Flow ledger for the session — every movement is listed there with its time.
This chapter describes the software as it is today. Every account gets the same guide inside the product, searchable and printable.