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Troubleshoot Missing or Delayed Orders

Who is this article for?

Owners, managers, kitchen leads, and support-facing team members investigating order flow problems.

Troubleshoot Missing or Delayed Orders

Summary

Fix missing or delayed orders in Selio KDS so the kitchen can recover quickly and service can continue with less confusion.

Before you begin

  • Identify the exact order that is missing or delayed
  • Confirm which station should have received it
  • Check whether the order was created, sent, held, or fired from the source flow
  • Make sure the KDS device is online and signed in

Steps

  1. Confirm the order exists in the source order flow.
  2. Check whether the order was actually sent into production.
  3. Verify the item or order routing for the affected station.
  4. Confirm the KDS screen is connected to the correct business, location, and station.
  5. Refresh the KDS screen or reconnect the device if needed.
  6. Run a controlled test order to verify the routing path.
  7. Escalate to Selio Support if the problem continues after setup and routing checks.

Troubleshooting

  • The order exists in POS but not in KDS: Review routing and production-send behavior first.
  • Only some items are missing: Check item-level routing, category mapping, and course logic.
  • Orders arrive late instead of missing completely: Review internet stability and device sync.
  • The wrong station receives the order: Recheck station assignment and overlapping rules.
  • The device looks fine but still misses orders: Test with a new controlled order before assuming the issue is resolved.

Related articles

Route Orders to the Right KDS StationConfigure Prep StationsView New OrdersUnderstand Order StatesUse HOLD, FIRED, and READY Actions