Troubleshooting

What you will learn: how to recover from the most common DineNGo problems without calling support. If something here does not fit your situation, contact your DineNGo support channel — every active merchant has one.

A device shows "Offline"

On the admin Devices screen, the row has a red dot.

1. Walk to the device. Is the screen on?
2. Is the device on the same Wi-Fi as the rest of the location? Tablets sometimes drift to a guest network.
3. Pull down from the top of the tablet to see the Wi-Fi signal. Reconnect if needed.
4. Wait sixty seconds. The admin row should turn green.
5. If still offline, force-stop the DineNGo app on the tablet and reopen it.

If the device is repeatedly offline at the same time of day, the network is likely the cause. A small mesh router upgrade fixes most of these.

KDS keeps going offline

A KDS that bounces between online and offline usually means:

• The KDS tablet is far from the router with metal in between (walk-in fridges, exhaust hoods).
• The router is overloaded — kitchen Wi-Fi shared with guest Wi-Fi.
• The router is rebooting on a schedule (some consumer routers auto-reboot weekly).

Solution: add a Wi-Fi extender within ten feet of the KDS, or run an Ethernet adapter to the tablet if it supports USB-C.

Kiosk does not take card payments

1. Open Settings → Payments → Clover. Confirm the status is Connected.
2. Open Devices → [kiosk] → Payment terminal. Is a Clover terminal assigned?
3. On the Clover device, is the DineNGo Pay app open and showing Ready?
4. If yes to all three and it still does not work, restart the DineNGo Pay app on the Clover device.

Receipt printer prints nothing

1. Open Devices → Printers. Is the printer status Online?
2. Walk to the printer. Is the LED green? Out of paper?
3. If the printer is a Pi-helper printer, ensure the Pi is powered and on the network. (Pi-helper printers have a separate small device next to them; it should have a green LED.)
4. Send a Test page from the Printers screen.

If the test page does not print, swap the Ethernet cable on the Pi or the printer, then retry.

An order printed twice on the kitchen ticket

If a re-fired or re-printed receipt also fired to the kitchen, the staff used the wrong button. Use Reprint Receipt for customer receipts and Re-fire to kitchen only when the kitchen truly needs the ticket again. See 06-Orders-and-KDS-Flow.

If you saw a true automatic duplicate (no staff action), report it to support with the order number; the team takes duplicate fires very seriously.

Sockets / live updates not working

If the cashier register, kiosk, or KDS does not show new orders in real time:

1. Refresh the page (browser register) or pull-to-refresh (tablet).
2. If still stale, sign out and back in.
3. If you have multiple DineNGo environments (staging vs production) and recently switched the live URL, the issue is almost certainly a stale environment cache; ask support to confirm the API endpoint configured for your account.

A guest cannot see their points

1. Open Guests in the sidebar. Search by phone number.
2. If the guest is not there, they were never enrolled — enroll them on the Rewards device.
3. If the guest is there but the orders are missing, the orders were placed without the rewards lookup. To attach orders retroactively, open the order in Orders, click Attach to guest, and pick the guest.

A staff member is locked out

1. Open Staff, find them, click Reset Password.
2. They get an email with a fresh link.
3. If their PIN was forgotten, click Reset PIN; they pick a new one on next sign-in.

Tax is missing from a printed receipt

Tax is set at the item level (override) or at the business level (default). If a specific item shows no tax:

1. Open Inventory, find the item.
2. Look at Tax rate. If empty and the business default is set, the receipt should include tax.
3. If both are empty, that item is genuinely tax-exempt. Add a rate if that is wrong.

When to escalate

• A payment went through on Clover but DineNGo shows the order as unpaid.
• A refund processed but the customer never received it.
• The admin dashboard shows a number that disagrees with Clover by more than a few cents.

Open the order in Orders, copy the order number, and send it to your DineNGo support contact. Do not retry the payment until support investigates — that risks a double-charge.

Next steps

• Look up unfamiliar terms: 11-Glossary.
• Return to the docs index: README.