Why are orders not printing?

• 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?

Device & Printer Setup

Why do I need to keep the Hazlnut app active?

Future Orders