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Troubleshooting

What is this section?​

This troubleshooting guide helps you quickly diagnose and resolve common issues with Unidiner. Whether you're experiencing POS connectivity problems, printer issues, or other technical difficulties, you'll find step-by-step solutions to get your operations back on track.

Quick Diagnostic Checklist​

Before diving into specific issues, run through this quick checklist:

  • Is your internet connection stable?
  • Have you refreshed your browser or restarted the app?
  • Are all cables and connections secure?
  • Is your device's operating system up to date?
  • Have you cleared browser cache and cookies?
  • Are there any active system maintenance notifications?

Common Issues by Category​

POS & Register​

  • POS not loading or frozen screen
  • Unable to process transactions
  • Cash drawer not opening
  • Incorrect pricing displayed
  • Order not syncing to kitchen

Printers​

  • Printer not detected
  • Partial or garbled prints
  • Paper jam or out of paper alerts
  • KOT not printing to correct station
  • Receipt formatting issues

Connectivity​

  • Offline mode activation
  • Slow system response
  • Unable to login
  • Device pairing failures
  • Network timeout errors

Payments​

  • Payment gateway declined
  • Card reader not responding
  • Split payment errors
  • Refund processing issues
  • Digital wallet connection problems

Inventory​

  • Stock count discrepancies
  • Negative inventory values
  • GRN not updating stock
  • Wastage not deducting properly
  • Recipe ingredient mismatch

Kitchen Display System (KDS)​

  • Orders not appearing on KDS
  • Cannot mark orders as complete
  • KDS screen frozen
  • Incorrect routing to stations
  • Sound alerts not working

Error Code Reference​

Error CodeCategoryCommon Cause
POS-001POSDevice not paired
POS-002POSInvalid outlet configuration
PAY-101PaymentGateway connection timeout
PAY-102PaymentInsufficient permissions
INV-201InventoryStock below zero
INV-202InventoryInvalid unit conversion
KDS-301KitchenStation not configured
KDS-302KitchenRouting rule missing
NET-401NetworkInternet disconnected
NET-402NetworkServer unreachable

Self-Service Solutions​

Restart Procedures​

  1. Soft Refresh: Press Ctrl+F5 (Windows) or Cmd+Shift+R (Mac)
  2. Hard Restart: Close browser completely, clear cache, reopen
  3. Device Reboot: Restart tablet/terminal if app is unresponsive
  4. Network Reset: Unplug router for 30 seconds, reconnect

Cache Clearing​

  • Chrome: Settings > Privacy > Clear browsing data
  • Safari: Preferences > Privacy > Manage Website Data
  • Edge: Settings > Privacy > Choose what to clear

Offline Mode Recovery​

If your POS enters offline mode:

  1. Continue taking orders (data saved locally)
  2. Check internet connection
  3. Once online, system will auto-sync
  4. Verify all orders synced in order history

When to Contact Support​

Contact Unidiner Support immediately if you experience:

  • Critical Issues:

    • Cannot process any payments
    • Complete system outage affecting operations
    • Data loss or corruption
    • Security breaches or unauthorized access

  • Time-Sensitive Issues:

    • End-of-day reconciliation errors
    • Tax reporting problems
    • ZATCA e-invoicing failures (KSA)
    • Multi-outlet synchronization issues

  • Hardware Failures:

    • Multiple printer failures
    • POS terminal hardware defects
    • KDS screen malfunctions
    • Payment device not working

Support Contact Information​

Standard Support​

Priority Support (Plus/Max Plans)​

  • Phone: Available in your admin dashboard
  • Live Chat: Business hours (9 AM - 6 PM GST)
  • Response Time: Within 2 hours

Emergency Support (Max Plan)​

  • 24/7 Hotline: Available in your admin dashboard
  • Response Time: Within 30 minutes

Information to Provide​

When contacting support, please include:

  1. Tenant ID: Found in Platform Settings
  2. Outlet Name: Which location is affected
  3. User Role: Your permission level
  4. Error Message: Exact text or screenshot
  5. Error Code: If displayed (e.g., POS-001)
  6. Steps to Reproduce: What actions led to the issue
  7. Browser/Device: Chrome v120, iPad Pro, etc.
  8. Time of Occurrence: When did the issue start?

System Status​

Check current system status and scheduled maintenance:

  • Status Page: [Coming Soon]
  • Maintenance Notifications: Displayed in admin dashboard

More detailed troubleshooting guides will be added here as the knowledge base grows.

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Bookmark this page for quick access during troubleshooting situations.