KDS Troubleshooting Guide

This guide provides solutions to common issues encountered when setting up and using Kitchen Display System 2.0.

Whether you’re experiencing connection problems, display errors, or device-specific challenges, you’ll find step-by-step troubleshooting instructions organized by issue type.

Visit the Help Center

Notes:

— As a general workaround, try switching the browser from Chrome to Brave.
— For general visual troubleshooting, first enabling full screen mode.
— Make sure all devices are running the same app version (for example, check the POS and KDS versions as shown in the images below):

From the POS > go to Settings > Support > Device info > Software version

From the POS > go to Settings > Kitchen management system > Current version

Setting up the KDS

ℹ️ During KDS 2.0 setup, receiving an error from the KDS screen when adding the IP address of the KDS hub: Uncaught error, 3 intermediate values

This is coming from the Elo touch screen running Chrome. Other devices are able to connect to it from either Safari or Chrome.

Solution: Check if Chrome version on Elo is up to date.

ℹ️ Merchant getting error message when trying to connect KDS for the first time on Elo screen: Couldn’t load KDS

Uncaught TypeError: (intermediate value) (intermediate value) (intermediate value).toSorted is not a function at … Try opening it in a different browser. IF the issue persists, contact support.

Solution: First, the merchant should update their browser to the latest version, and check for network issues.
Then try a different browser like Firefox or Brave.
For now, the only way they can restore it is by going into the network itself and changing the reserved IP to a different IP address..

ℹ️ On the Elo Series I 4, a merchant selected Android during setup. How can they wipe/factory reset the screen to restart the setup process?

See example of error message where factory reset was needed.

Solution: If needed, here is the Elo factory reset guide.

Elo Factory Reset

ℹ️ When connecting KDS 2.0 using Chrome, an insecure connection appears, followed by the error message This site can’t be reached.

Safari works as an alternative, but we can’t recommend it for Elo Screens since they run on Android.

Solution: Force quit Chrome.

ℹ️ Blank white screen error: After entering IP Address into screen, it shows Lightspeed initially, but then displays only a white screen

Solution: Verify the KDS host device settings by checking the following iPad settings

Settings > Wifi network > i > DISABLE Private Wi-Fi address
Settings > Privacy & Security > Location Services > ON
Settings > Scroll down to Restaurant > Location > While Using the App
Settings > Privacy & Security > Local Network > Ensure Restaurant App is ON

There is also an update button on the POS: Check for updates

ℹ️ Setting up KDS 2.0 for the counter and kitchen iPads that don’t display the connection page when entering the hub’s IP address

— Set up a static IP for the hub and confirmed it’s connected to the internet
— Ensure all devices are on the same network
— KDS connection code and IP address are visible in K-Series
— Merchant can’t download Chrome on their iPads due to outdated iOS (15); Safari also doesn’t work

Solution: The outdated iOS is the root cause. Verify this by connecting a different device (phone, iPad, or laptop) to the same network and accessing the KDS through that device’s browser.
iPads require at least iOS 17 to update Chrome, which is necessary for KDS functionality.

ℹ️ Chrome is blocking the IP address

When first accessing the KDS page, your browser may display a security warning because it’s an internal system without a public certificate.

Solution: Look for a Details or Advanced button on the warning screen. This should reveal a link that says Proceed to 10.103.0.124 (unsafe).

ℹ️ Certain accounting groups aren’t visible when configuring routing

Solution: Try reducing the page zoom to 60-70%.
You’ll find zoom settings in the upper right corner, under the three dot menu.
Reducing zoom and refreshing should increase the number of items displayed at once.
To access this: in the open settings page, tap on Accessibility (where you’ll find the default zoom settings and an option to enable page-specific zoom).

ℹ️ Browser cannot access KDS IP address, though it connects to other websites without problems

Solution: Verify that the POS host device is on the same network as the KDS device.
Confirm in the contract that the merchant has KDS 2.0, then delete the KDS device from the device list.
Navigate to the main iPad > Settings > Kitchen Display System to find both the IP address and connection code.
Note that KDS 2.0 will not appear as a device in the Back Office device list.
Advise the merchant to move their music system (ie. Sonos or Spotify) to a separate network.

ℹ️ When connecting merchant’s second or third ELO KDS screen, entering the IP address in Google Chrome results in a blank page

— After several refreshes, it shows Connection Not Secured

Solution: KDS operates through an insecure HTTP and WebSocket connection, which can conflict with Chrome’s security settings.
Verify that Chrome is updated to the latest version. with connecting an ELO screen to KDS.

ℹ️ When connecting an ELO screen to KDS, users encounter connection errors when entering the IP address

Solution: Update Chrome to the latest version.
If that doesn’t work:

— In Chrome, navigate to chrome://flags/#unsafely-treat-insecure-origin-as-secureIn Chrome, navigate to chrome://flags/#unsafely-treat-insecure-origin-as-secure

— Enable Insecure origins treated as secure.

— Add http:// before the host device IP address in the text field.Add http:// before the host device IP address in the text field.

ℹ️ Merchant reports having to re-enter the KDS connection code in Google Chrome at the start of each shift

Solution: This likely occurs because the IP address of the host iPad is being renewed by the router. When the IP changes, the KDS screen requires a new station setup with the updated IP address.
Alternative solution: Ask the user if they’re using any browser extensions that could modify storage settings, or suggest trying a different browser like Brave for a day to see if the issue persists.
The Help Center guide recommends assigning a static IP to the POS hub: Lightspeed Restaurant (K-Series)Setting up Kitchen Display System 2.0

ℹ️ Merchant only sees 2 items on their KDS item list when trying to set up the routing

Important: Reset the POS after making any changes in the Back Office.

Solution: First, ensure Chrome is used as the browser.
Check that the active iPad isn’t using a configuration with only a few production centers (see image for example).
Next, scroll down the item list! There’s a tiny scroll bar on the far right side of the table header. The page layout makes it unclear that scrolling is available.
Many users mistakenly believe they’re seeing all available items on the KDS. They simply need to scroll down to view the complete item list/accounting group.
This display issue is related to the Elo screen resolution. Zooming out can improve visibility.
Recommended solution: Open the KDS in full-screen mode immediately after entering the connection code.

ℹ️ Every time the client tries to set up the KDS, the page freezes at the routing step.

First, try disabling the KDS and check for Google Chrome updates. If the setup always gets stuck on the second part of the onboarding process during routing, and the page doesn’t load, then please:

If screen where they are stuck

Then reload devices from the Back Office

Using the KDS

ℹ️ Browser settings lost after restart

After restarting the system, it fails to recognize the device as a previously configured display, despite having saved cookies. The pre-configured display settings cannot be selected and must be manually reconfigured each time.

Solution: This is expected behavior. Currently, KDS configuration is stored locally on the device and not shared with any central system.
When the system resets, all configuration data is cleared, requiring a completely new setup.

If experiencing issues:

— In a normal setup, the configuration is stored and reused after restart. An external factor or specific machine setting must be clearing the storage.
— Check which browser is in use. Do not use incognito or any private browsing mode.
— If using a standard browser (ideally Chrome) without incognito mode, check whether the machine is configured to clear browser cookies, storage, or history upon restart.
— Remember that configuration is tied to the IP address being accessed. If the POS changes its IP address for any reason, the KDS will need to be reconfigured when accessing the new address.

ℹ️ 2 KDS screens in the kitchen (Main Pass and Cold Pass); orders randomly appearing as Pick Up orders with no table allocation on Main Pass

These orders should display with table numbers, not as direct sales/pick up orders. The correct dockets appear on the right side.

Issue: This order appeared on the KDS screen as a direct sale from the POS because no table information was included when it was created.
Solution: Verify with the merchant whether they created the order without specifying a table.
Also, check the order profile configuration in the Back Office.

ℹ️ Some new orders that come into the KDS don’t make sound/alert (happens sporatically)

Check the following:

First, confirm if it’s a KDS-specific problem. Try playing a YouTube video to test the device’s sound capabilities.
Verify that sound is enabled and the browser has permission to play audio on the device.
Ensure the KDS device isn’t being used to stream music (like Spotify) for the restaurant.
Be aware that some browsers have limitations where, after a long period without interaction, the first incoming order may not trigger sound.

ℹ️ Other KDS audio alerts/chimes troubleshooting

ℹ️ No sound playing on the KDS device when orders arrive

Check the following items (full guide available in our K-Series Help Center):

Device volume is enabled and turned up.
Browser tab isn’t muted.
App has sound permissions.
No other applications (like Spotify) are using the device’s audio.
If the KDS has been disconnected, sound may not play. Simply refresh the browser window to fix this.

ℹ️ KDS sound notifications work inconsistently, pinging for some orders but remaining silent for others

Solution:

Check for background applications running on the KDS device (music, videos, etc.) that might interfere with audio playback.
Ensure POS software, KDS application, and browser are updated to the latest versions.
Verify volume and browser sound settings. Consider connecting an external speaker to the KDS to enhance audio output.

ℹ️ Is there a way to disable the ping on KDS? Merchant has the iPad plugged into the music system and each time the ping comes through on the speaker.

Solution: Mute the browser. To mute Chrome:

You can mute a tab in Chrome on iPad using either the Mute Site option or a third-party extension. The Mute Site option mutes all tabs from that website, while Tab Muter can mute individual tabs.
Using Mute Site: Open Chrome on your iPad. Navigate to the tab you want to mute. Press and hold the tab to see options, then select Mute Site.
To unmute a tab using Mute Site: Tap and hold the tab again and select Unmute Site. Or via Tab Muter: Click the Tab Muter icon to toggle between mute and unmute.

Sound does not play in these instances:

— Allow configuring a sound to play with each incoming order on the KDS
— KDS: Play a sound when an order is edited
— KDS: Indicate changes in the chit of an unfired course too
— In short: the ping sound plays only when a course is fired. Unfired courses do not trigger a ping.

ℹ️ KDS is live, but some tickets on screen cannot be completed or removed

After exiting and returning to the screen, the problem persists. This is only occurring on the Kitchen R Elo device. The ticket no longer exists on the iPad from before going live.

Solution: Try long-pressing anywhere on the top of the ticket to display popup options for changing the order status.
If that doesn’t work, from the KDS, navigate to Settings > All Settings > Reset station. Note that you’ll need to redo the item routing again.

ℹ️ All
button appears white/blank and the item list is not visible on the right side of the screen.

Solution: This appears to be an outdated version of KDS (identifiable by the old Home button). Ask the merchant to update both the main iPad and the app.
How to find version: Check the version number in Settings > Kitchen display system.

ℹ️ If the KDS cannot communicate with the Host, the status icon will show reconnecting

The system will attempt to reconnect automatically.

This issue typically stems from network connectivity problems or occurs when the KDS hub is closed (the POS must remain open at all times).

Try these basic troubleshooting steps:

Verify both KDS and KDS Host have active network connections
Confirm both KDS and KDS Host are on the same network (same IP range)
Ensure Local network is enabled on KDS Host
Make sure Private Wi-Fi is disabled on KDS Host

ℹ️ Orders from a single table sent at the same time appear split into several parts with time gaps between them

For example: Three Table 25 tickets appear on the screen — the first and third are current orders, but there’s a 15-minute gap between them. The middle ticket is an old order that reappeared, even though the customer paid for it some time ago.

These tickets for table 25 represent different courses.
Solution: If you want all courses displayed together: go to KDS All Settings > Coursing > select to display united.

ℹ️ Supported hardware for the KDS includes touchscreen devices, which work on my phone, iPad, and other similar devices. Should we exclusively use ELO screens?

The issue is that there seems to be a limitation with scrolling and the user interface. When using an iPad, clicking on additional items doesn’t produce any response.
This happens in landscape mode, but when we switch orientation, you can see more items.
Solution: Try navigating to Settings > All Settings > Layouts and enable the Direct line view.

ℹ️ Items flash white when sent from the POS to the KDS when using the dark theme

Answer: This is expected behavior when using the dark theme. The blinking is designed to alert the cook whenever something has changed, such as item details within a course or other course information like order type or table.

ℹ️ On a 27-inch monitor, a maximum of 7 tickets are displayed side-by-side. Scalable display is essential to utilize the full potential of large screens and avoid scrolling.

Solution: As a workaround, Chrome offers an option to Zoom out the UI, which merchants can try.

ℹ️ The Kitchen Display option is missing from all POS devices