SOS

Because the Koomi apps rely on many different peripherals (iPad, Wi-Fi router, Internet, Printers or MEVs), sometimes their connections to one another become unstable causing your workflow to slow down.

Our support is ready to assist you with making sure you get back to your ideal speed in serving your customers.

We have prepared 6 easy steps to save time in identifying what the issue is and fixing it.

https://www.koomi.com/en/sos

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Performance

Performance

If you run into trouble using the Koomi apps, use these tips to get back on track.

Troubleshoot your iPad

If the iPad or the Koomi apps are not running smoothly, follow the sequence below and stop at the point that gets the applications back to normal:

1. Make sure that the iPad and the Koomi apps are up to date.
2. Force quit the app and relaunch it.
3. Turn your iPad off and on.
4. Delete and re-install the applications.

Note: If your internet connection is down, do not delete and reinstall the Koomi apps. Any orders that have not been sent to the admin panel will be deleted.

Troubleshooting a lost Internet connection

If you lose your internet connection for a short period of time, you can still run the Koomi apps. All orders will be saved on the iPad and sent to the admin panel once the internet connection is reestablished.

Note: Do not suspend or force quit the Koomi apps. Doing this will cause the applications to not download all settings from the admin panel.

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Admin panel

Performance

If the admin panel is not running smoothly, follow the instructions to clear your browser’s cache here.

Delete and Reinstall the Koomi Apps

Deleting and reinstalling the Koomi apps will have no impact on your account’s settings and completed orders, as your data is stored on Koomi’s servers.

Once you delete and reinstall the Koomi apps, you can access your account by activating the applications with your email and app password that can be found in your admin panel.

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Orders not relaying between apps

Troubleshoot relaying

If you run into issues relaying orders between the Koomi Master, Koomi Kitchen and Koomi Rover apps, follow the sequence below and stop at the point that gets the applications back to normal:

1. Make sure that the iPads are on the same Wi-Fi network.
2. Force quit all of the apps and relaunch them in the following order:
3. Koomi Master, Koomi Kitchen, Koomi Rover
4. Turn your iPads off and on.
5. Reboot your Wi-Fi router.
6. Delete and re-install the applications.

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Printer

Troubleshoot receipt printing

If you have trouble printing receipts, use the following tips for Ethernet interface, Epson receipt printers.

1. On the Koomi Master or Koomi Kitchen, tap the ORDERS tab.
2. Tap the gear icon in the bottom left of the screen.
3. Enter your PIN.
4. The printer will appear in the bottom of your dashboard.
5. Enable the printer.
6. Tap the Test Receipt button.
7. Check to see if a test receipt was printed.

If the steps above do not resolve the issue:

1. Turn your iPad’s Wi-Fi off and on.
2. Turn your iPad off and on.
3. Turn your receipt printer off and unplug all cables. Plug all cables back in and turn the receipt printer on.
4. Make sure the receipt printer is fully plugged in and a roll of paper is in the printer.
5. Reboot your Wi-Fi router.
6. Ensure the Wi-Fi router is working and that your device is connected.
7. Ensure that the Ethernet cable connecting the receipt printer to the Wi-Fi router is properly connected to the Ethernet port on each device.

Often printer errors are due to connectivity or Wi-Fi issues. If you continue to have trouble, contact Epson’s technical support here or your wireless router manufacturer for troubleshooting tips.

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Cash drawer

Troubleshoot cash drawer opening

If you are unable to automatically open your cash drawer via the Koomi Master apps, you can use the cash drawer key to open it manually.

  • Ensure your receipt printer is on.
  • Ensure that the receipt printer is connected to the cash drawer.

If you need a replacement key, locate the key code on the lock of your cash drawer, and contact APG to order a new one here.

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MEV troubleshooting (MEV accounts only)

Troubleshoot MEV printing

If you have trouble printing receipts, use the following tips for the MEV.

1. On the Koomi Master app, tap the ORDERS tab.
2. Tap the gear icon in the bottom left of the screen.
3. Enter your PIN.
4. The MEV will appear in the bottom of your dashboard.
5. Tap on the IP address.
6. Enter the MEV’s IP address.
7. Tap the Connect button.
8. Tap the Test Receipt button.
9. Check to see if a test receipt was printed.

If the steps above do not resolve the issue:

1. Turn your iPad’s Wi-Fi off and on.
2. Turn your iPad off and on.
3. Turn your MEV off and on and wait until the printer prints a ‘MEV Prêt’ receipt.
4. Reboot your Wi-Fi router.
5. Ensure the Wi-Fi router is working and that the MEV is connected.
6. Ensure that the Ethernet cable connecting the MEV to the Wi-Fi router is properly connected to the Ethernet port on each device.
7. Ensure that the cable connecting the MEV to the receipt printer is properly connected to the ports on each device.

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Lost or stolen device

If your iPad is lost or stolen, follow these steps to ensure access to your Koomi settings are no longer accessible:

1. Log into your admin panel.
2. Select the App Password tab.
3. Select the Generate New Password button.
4. Log into your new iPad with your email and new app password.

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Update Koomi apps

Update Koomi

To experience the best performance and to access new features from Koomi, download the latest versions of the Koomi apps.

Koomi Master
Koomi Kitchen
Koomi Rover

1. From the iPad’s home screen, launch the App Store app.
2. Tap the Updates button.
3. Tap the Update All button.

After every update it is highly recommended to reboot your WiFi router.

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Update your device

Update your iPad

To make sure the Koomi apps run smoothly, update to the latest version of software available for your iPad.

1. Plug your iPad into a power source.
2. From the iPad’s home screen, launch the Settings app.
3. Tap General.
4. Tap Software Update.
5. Tap Download and Install.
6. Follow the on-screen prompts to complete the update.

Turning Automatic Updates Off

iOS defaults app updating to automatic. In general, it is beneficial to allow apps to automatically update. However, automatic updates can pose certain problems when running Koomi. You do not want your iPad updating apps in the middle of a shift, for example. iOS 12 has a new feature that lets you auto update the iOS. By default this is disabled. Ensure it is disabled.

Note: sometimes an iOS update will turn automatic updates on again. You should always double check your auto update settings is turned OFF after an iOS update.

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Supported browsers

Update your browsers

To make sure the Koomi admin panel run smoothly, update to the latest version of these browsers:

  • Mac

Chrome
Firefox
Safari

  • Windows

Chrome
Explorer
Firefox
Safari

  • iOS

Chrome
Safari

  • Android

Chrome