--- title: Why are orders not printing? description: Maybe you see them on the PoS terminal, but they aren’t printing to the kitchen... Or a customer came in to pick up an order that never printed... --- [Skip to content](https://help.dashboard.hazlnut.com/knowledge/why-arent-my-orders-printing#main-content) English Show submenu for translations ![HZN.png](https://help.dashboard.hazlnut.com/hs-fs/hubfs/HZN.png.webp?width=175&height=50&name=HZN.png.webp) - Home - Products - Pricing - Blog - Company Open main navigation Close main navigation - Home - Products - Pricing - Blog - Company - English Show submenu for translations Hello, how can we help? - There are no suggestions because the search field is empty. 1. [Help Center](https://help.dashboard.hazlnut.com/knowledge?hsLang=en) 2. [Printers & Receipts](https://help.dashboard.hazlnut.com/knowledge/printers-receipts?hsLang=en) 3. [Printers](https://help.dashboard.hazlnut.com/knowledge/printers-receipts?hsLang=en#printers) # Why are orders not printing? ## Maybe you see them on the PoS terminal, but they aren’t printing to the kitchen... Or a customer came in to pick up an order that never printed... - Is the PoS connected to WiFi? - Please make sure the terminal didn't have a network connection failure around the time that it tried to print. - When this occurs, you will receive an automated robocall to notify you that an incoming order failed to print. - If you did not receive the call, it is likely your phone also had a network failure and the robocall could not go through. - If you see the order on your PoS, but know that it did not print within 5 minutes of receiving it, please print it manually. - Is the printer connected? - Verify that the printer is connected to a PoS terminal, then, make sure the cables are fully plugged in & that they aren't bent, taut or broken. - From the Clover device, revise the printers attached from the Printers app and make sure they're active. - Is the Hazlnut app running? - Verify that the printer is connected to a PoS terminal, then, make sure the Hazlnut app is running in the background at all times. Force-Quitting out of the app will discontinue all Hazlnut orders from connecting to your PoS terminal. - Was our Hazlnut order type(s) or employee recently deleted? - Please let us know if either was recently deleted, renamed, etc. - - We create 'App Pickup,' 'App Delivery' and other similar order types in order to communicate with your PoS system. Deleting this will interrupt communications - We create a 'Hazlnut' employee in order to read inventory and send order to the PoS. Deleting this will interrupt communications - Is this an 'open' order? - An 'open' order means a successful payment wasn't completed by the customer. By design, orders that haven't been closed/paid for will not print.  - Check if the order is a ‘future order’ - Future orders will print depending on prep-time, if your dashboard has an average 20 minute prep-time, the receipt will print 20 minutes before the scheduled pick-up or delivery time. The prep-time setting can be updated from your dashboard by clicking on the ‘short name’ of your location. - You can set all orders to print immediately (not based on prep-time) from your Advanced Settings. - Are you using order labels (firing orders)? - If so, please check that it has the correct label attached to the menu item. - All items must have labels attached for this to work. Otherwise, any item that is ordered but doesn't have a label, will **not** print to the kitchen and the customer will still be charged for it. - Have your printers been set up for Hazlnut? - If not, please contact support@hazlnut.com to set those up for you. - Did you recently add new hardware (printers or stations)? - If you bought new kitchen printers or set up a new Clover device with a printer, your orders may still try to print from the old one. Please reach us at support@hazlnut.com with the new printer name or ID and we will be happy to set up your new printers for you. #### Other relevant articles: [How do I setup my printers?](https://help.dashboard.hazlnut.com/knowledge/setup-my-printers?hsLang=en) [Device & Printer Setup](https://help.dashboard.hazlnut.com/knowledge/printer-settings?hsLang=en) [Why do I need to keep the Hazlnut app active?](https://help.dashboard.hazlnut.com/knowledge/why-do-i-need-to-keep-the-hazlnut-app-on-my-pos?hsLang=en) [Future Orders](https://help.dashboard.hazlnut.com/knowledge/future-ordering?hsLang=en) - [Menu Management](https://help.dashboard.hazlnut.com/knowledge/menu-management?hsLang=en#main-content) - [Categories](https://help.dashboard.hazlnut.com/knowledge/menu-management?hsLang=en#categories) - [Items](https://help.dashboard.hazlnut.com/knowledge/menu-management?hsLang=en#items) - [Modifier Groups & Option Sets](https://help.dashboard.hazlnut.com/knowledge/menu-management?hsLang=en#modifier-groups-option-sets) - [Modifiers](https://help.dashboard.hazlnut.com/knowledge/menu-management?hsLang=en#modifiers) - [Location Settings](https://help.dashboard.hazlnut.com/knowledge/location-settings?hsLang=en#main-content) - [Location Settings](https://help.dashboard.hazlnut.com/knowledge/location-settings?hsLang=en#location-settings) - [Order Types](https://help.dashboard.hazlnut.com/knowledge/location-settings?hsLang=en#order-types) - [General Business Settings](https://help.dashboard.hazlnut.com/knowledge/location-settings?hsLang=en#general-business-settings) - [Advanced Settings](https://help.dashboard.hazlnut.com/knowledge/location-settings?hsLang=en#advanced-settings) - [POS Assistance](https://help.dashboard.hazlnut.com/knowledge/pos-assistance?hsLang=en#main-content) - [Online Ordering (app by Hazlnut)](https://help.dashboard.hazlnut.com/knowledge/pos-assistance?hsLang=en#online-ordering-app-by-hazlnut) - [Printers & Receipts](https://help.dashboard.hazlnut.com/knowledge/printers-receipts?hsLang=en#main-content) - [Printers](https://help.dashboard.hazlnut.com/knowledge/printers-receipts?hsLang=en#printers) - [Receipts](https://help.dashboard.hazlnut.com/knowledge/printers-receipts?hsLang=en#receipts) - [Loyalty (Points & Rewards)](https://help.dashboard.hazlnut.com/knowledge/loyalty-points-rewards?hsLang=en#main-content) - [Loyalty](https://help.dashboard.hazlnut.com/knowledge/loyalty-points-rewards?hsLang=en#loyalty) - [Guests](https://help.dashboard.hazlnut.com/knowledge/loyalty-points-rewards?hsLang=en#guests) - [User Communications](https://help.dashboard.hazlnut.com/knowledge/user-communications?hsLang=en#main-content) - [Both](https://help.dashboard.hazlnut.com/knowledge/user-communications?hsLang=en#both) - [App Only](https://help.dashboard.hazlnut.com/knowledge/user-communications?hsLang=en#app-only) - [Web (OLO) Only](https://help.dashboard.hazlnut.com/knowledge/user-communications?hsLang=en#web-olo-only) - [SMS Marketing](https://help.dashboard.hazlnut.com/knowledge/user-communications?hsLang=en#sms-marketing) - [Hazlnut Kiosks](https://help.dashboard.hazlnut.com/knowledge/hazlnut-kiosks?hsLang=en) - [Troubleshooting](https://help.dashboard.hazlnut.com/knowledge/troubleshooting?hsLang=en) - [Billing](https://help.dashboard.hazlnut.com/knowledge/billing?hsLang=en) - [Branding / Theming](https://help.dashboard.hazlnut.com/knowledge/branding-theming?hsLang=en) - [HazlVoiceLite](https://help.dashboard.hazlnut.com/knowledge/hazlvoicelite?hsLang=en) - Home - Products - Pricing - Blog - Company [![Chill listening crop-3](https://help.dashboard.hazlnut.com/hs-fs/hubfs/hazlnut_logo_no_letters_cropped.png?width=55&height=55&name=hazlnut_logo_no_letters_cropped.png "Chill listening crop-3")](https://www.hazlnut.com/) Can't find the answer you're looking for? 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