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Kiosk Zero

Kiosk Zero: Order Issue Troubleshooting

Troubleshoot the most common order and menu issues on Kiosk Zero — modifier options graying out, Add to Cart not responding, completed orders not clearing from Kitchen Mode, and orders not appearing on the KDS.

Last updated on July 15, 2026

📋 Overview

Most order and menu issues on Kiosk Zero are not kiosk bugs — they come from how the menu is configured in Mashgin Creator. Check the relevant Creator settings below before contacting Support.

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You’ll need access to Mashgin Creator to resolve most menu configuration issues. If you don’t have access, contact your Mashgin point-of-contact or reach out to Support.

🔲 Modifier Options Graying Out / Wrong Limit Displayed

Symptom: An item’s modifier group shows a prompt like “Select up to 4” but only 2 (or fewer) options are selectable — the rest are grayed out and unresponsive.

Root cause: The label (e.g. “select up to 4”) and the real limit come from different Creator settings. The actual limit is the option group’s Max value — or the per-option Max Count values, where a Max Count of 1 makes each option consume one slot.

What to check in Creator:

  1. In Creator, open the affected menu item and the option group that’s misbehaving.
  1. If the group is Multi-Select, set the Max to match the label (e.g. “select up to 4” → 4).
      2. Notion image
  1. Check each option’s Max Count — a value of 1 means each selection fills one slot.
  1. Correct the values, then save and publish the menu.
  1. On the tablet: Manager Mode → Settings → Actions → Sync.

🛒 “Add to Cart” Not Responding on Items with Modifiers

Symptom: A customer taps Add to Cart on an item that has modifier options, but nothing happens — the button appears active, but the item isn’t added to the cart.

Root cause: The item has an option group with a minimum required selection that hasn’t been met. If that required group is hidden, inactive, or on an inactive daypart, the customer can’t satisfy it — so Add to Cart appears stuck.

What to check in Creator:

  1. In Creator, open the affected menu item.
  1. Find any option group with a Minimum greater than 0.
  1. If the requirement is intentional, confirm the group is visible and enabled (not hidden or on an inactive daypart) so customers can fulfill it.
  1. If it’s not intentional, set the Minimum to 0.
      2. Notion image
  1. Save, publish, and Sync on the tablet.
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If the item has no option groups with a minimum — or the menu looks correct in Creator — try a Force Sync on the tablet and test again. If the issue persists, contact Mashgin Support with the item name and a description of the option group setup.

✅ Completed Orders Not Clearing from Kitchen Mode

Symptom: After marking an order as complete in Kitchen Mode, it continues to appear on the screen instead of moving to the Completed tab (or clearing entirely).

Possible Solutions:

Confirm the Complete action was tapped

In Kitchen Mode, tapping Start marks an order as in-progress (purple header) — but the order only moves to Completed when you tap Complete. Confirm staff is tapping Complete, not just Start.

Force Sync

If orders are completing but not updating on screen:

  1. Enter Manager Mode.
  1. Go to Settings → Actions → tap Sync Database.
  1. Return to Kitchen Mode and check if orders have cleared.

Restart the App

  1. In Manager Mode, go to Settings → Actions.
  1. Tap Restart App.
  1. Return to Kitchen Mode.

📺 Orders Not Appearing on the KDS

Symptom: Orders placed on the Kiosk Zero tablet are not appearing on the connected KDS (Kitchen Display System) tablet.

Possible Solutions:

Check the KDS network connection

The KDS tablet must be on the same network as the Kiosk Zero tablet and have a stable connection. Verify:

  1. The KDS tablet is powered on and connected via Ethernet or WiFi.
  1. Run the Network Test on both the Kiosk Zero tablet and the KDS tablet (Manager Mode → Settings → Actions → Network → Test).
  1. If the KDS tablet shows network issues, see Kiosk Zero: Network Setup + Troubleshooting.

Verify KDS receipt routing

Orders are routed to the KDS via printer rules on the Kiosk Zero tablet. If there is no kitchen printer rule pointing to the KDS, orders will not appear there.

  1. On the Kiosk Zero tablet, enter Manager Mode → Receipts → Printer Rules.
  1. Confirm there is a Kitchen printer rule configured and that it points to the correct KDS printer/device.
  1. If no rule exists, add one. See Kiosk Zero: How to Setup Receipt Rules.

Force Sync on both devices

  1. On both the Kiosk Zero tablet and the KDS, enter Manager Mode → Settings → Actions → tap Sync.
  1. Place a test order and check if it appears on the KDS.

Restart both devices

If syncing doesn’t resolve the issue, restart both the Kiosk Zero tablet and the KDS tablet and test again.

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If orders are visible in Kiosk Zero’s own Kitchen Mode but not on the KDS, the issue is likely the printer rule or the KDS network. If orders aren’t showing in either place, contact Mashgin Support — this may indicate a deeper sync or order routing issue.

🔗 Relevant Articles

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Need help? Contact support at 📧 help@mashgin.com or call (855) 475-0889

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Kiosk Zero: Printer Troubleshooting Kiosk Zero: Network Setup + Troubleshooting