EPSON 111-56-URM-006 TrueOrder KDS Configurator Instructions

111-56-URM-006
Epson TrueOrder KDS
Configurator Troubleshooting

About this Guide

This guide identifies some of the common issues when using the Epson TrueOrder KDS on-board Configuration Utility aka Configurator. Many issues are network related, so it is expected the reader has basic knowledge of computer network and has reviewed  the Configurator User Manual.
EPSON is a registered trademark and EPSON is a registered logomark of Seiko Epson Corporation. All other product and brand names are trademarks and/or registered trademarks of their respective companies. Epson disclaims any and all rights in these  marks.
Copyright 2023 Seiko Epson Corporation.

Overview

This is a troubleshooting guide that can be consulted if the Epson TrueOrder KDS Configuration Utility App does not work as expected. If the troubleshooting suggestions are implemented and the issue is not resolved, then Epson should be contacted for technical support.

1.1. Terminology
KDS – Kitchen Display System
POS – Point of Sale
Chit – The print job typically sent to kitchen printers with the items to cook/prepare.
AIO – All in One
1.2. KDS Software
The KDS Firmware version can be referenced on the splash screen on KDS device power up, or when summary key is pressed 3 times on the bump bar, or if a touchscreen then tapping on the logo in the upper left corner of the screen:

Unable to Discover KDS device(s)

The Epson TrueOrder KDS Config wizard can be used to discover devices or devices can be discovered by clicking the (+) Add New Device button. The KDS Config utility tries to find devices on the current network. If devices cannot be found the following  message will be shown:

2.1. KDS Device is Not Powered On
Make sure the power supply is plugged in and the KDS AIO or KDS Controller Box is switched on. Check the power input ports and confirm that the power supply cable is plugged in.

Figure 2.1.1: MicroTouch KDS Controller and MicroTouch AIO power input ports

2.2. KDS Device is Not Connected to the Network
Make sure the PC is connected to the network. This can be either by using an Ethernet cable or over Wi-Fi.
2.3. PC is Not Connected to the Same Network as the KDS Devices
2.3.1. Physical Network
Make sure the PC and the KDS device(s) are connected physically to the same network switch or router. Usually via an ethernet cable unless the PC is connected to the network wirelessly. Check that the KDS devices are connected to the same Wi-Fi router (via  Ethernet cable). 

2.3.2. Logical Network
Make sure that all devices and the PC/Laptop are on the same logical network segment, that means their network settings are similar so that they can talk to each other. The main network settings are IP Address and Subnet Mask. These need to correlate to allow for communication.
Subnet Mask: PC/Laptop accessing the KDS configuration app needs to have the same subnet mask as the KDS devices.
IP Address: Same segment (network address) as the KDS devices, different host address.
For example:

| Printer| Setting computer
---|---|---
Subnet mask| 255.255.255.0| 255.255.255.0
IP address| 192.168.192.168| 192.168.192.2

2.3.2.1. Adjusting PC Network Settings (Windows 10)
To see your PC’s network settings, click on the network icon on the right side of the taskbar:

Then select the network connection you want to see/modify, for example the wired connection (note: your network connections will most likely look different):

This will open the Ethernet Settings page. Click on the same Network again:

This will then show the settings for that specific network. Scroll down until you see the IP Settings and Properties:

Click Edit to change as required.

2.3.2.2. Adjusting KDS Device Network Settings
To check the network settings of the KDS devices click on the Devices configuration:

Then click each device’s more options icon (3 dots) and select Edit IP Settings to check/adjust the network settings:

For KDS network requirements please refer to the separate document: KDS Network
Requirements-User Manual
Please note: Whenever any network router settings, network connection or hardware changes, please refresh the Config WebApp to ensure proper functioning of the app.

KDS Device is Offline

This issue will occur when the user is making changes to the KDS settings but one or more KDS devices are not responding. When the user is clicking on “Publish” button the error message “POS Device is not connected” will show in case the POS Attached device  is offline.
In the KDS Configuration Web App, devices will then show as offline with STATUS: ERROR in red as shown below:

Solution: Ensure that the KDS Config web app is switched on and has the proper network connection. For details, refer to section 1.2:

Unable to Apply Settings

After clicking on “Publish” the KDS Config web app will perform several checks on the configuration to ensure that it is valid. In some cases, KDS Config web app will show error messages even before publishing the settings. Please make the corrections before proceeding with the configuration.
The following table shows the possible error messages and what to do to fix them:

Epson TrueOrder KDS
Configurator Troubleshooting
111-56-URM-006
R3.00

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