Check connection and sync problems
Use this guide when devices show different orders or changes, or when the app
cannot load the current trading day.
Check the affected device
- Confirm that it is working in the correct restaurant location.
- Check its network connection.
- In the Staff app, open Settings → Sync status and read the displayed
state. Note any queued changes or errors.
- Compare the same order or record on another authorised device at that
location. Confirm which action was completed and when.
- Allow the device to reconnect and verify that the affected record appears
correctly. If it does not, keep the error details and escalate.
Read the status before choosing an action
| Displayed state | What to check |
|---|
| Offline | Restore the restaurant connection; saved work may still be on this device |
| Saved changes are waiting / Syncing saved changes | Let the existing work progress and compare the affected record afterwards |
| Unsent order changes | Review the original order draft; unsent edits are different from confirmed orders |
| Operational refresh incomplete | Live orders, bookings, or device status may be old; use Retry refresh |
| An order or payment needs recovery | Open that order's recovery details and read its reason; other orders may continue syncing |
| All caught up | Verify the affected order and outcome; a status label alone does not establish payment or kitchen delivery |
Retry refresh reloads live operational data. It does not prove that
protected changes were accepted. Continue safe recovery, when offered with a
connection, continues pending work and retries eligible actions. Read the result
for each affected order rather than repeating every action yourself.
Review a protected order with the shift leader
- Open its recovery group and compare the saved item quantities, prices,
payment references, and actual guest/kitchen outcome with the current order.
- If asked to Find server order or Check server, establish the original
order before further actions. Do not create a replacement just because this
device cannot show it.
- Recover order or Create extra order has a consequence for the saved
order. Review the confirmation and existing orders on the table first; this
is not a routine refresh or permission to duplicate a paid bill.
- For Missing required choice, Sync as sold is for an order already
sold in that state. Have the shift leader verify what was sold before
confirming; fix the menu separately for future orders.
- For Verify payment, follow Payment recovery.
A financial action needing review must not be blindly retried or discarded.
- Resolve checked changes or Resolve after review stops retries for the
reviewed records and retains an audit record. It does not send those changes
again, recreate an order, or move money. Read the confirmation only after
checking the current order and, where requested, Payments.
Keep records protected when the state does not match the actual service. A
Support required notice or unreadable recovery data needs support with the
original device kept signed in. Do not clear records to dismiss a warning.
Share diagnostics deliberately
Use Send diagnostics when the shift leader needs TablePort support to
investigate. Read the result and keep the reference. Diagnostics recorded
means recovery details were queued; it does not mean an agent has read them or
that any saved action was retried or cleared. If no new report is available,
keep the existing reference and saved work. Share screenshots and operational
records only through authorised channels.
Protect work that has not synchronised
Do not clear app storage, reinstall, sign out, or reset the device as a first
response. There may be work that has not reached TablePort yet. Ask support for
the appropriate recovery path when queued work remains.
Do not repeat a payment, cash movement, close of day, or kitchen ticket just
because it is missing on another device. Establish the original outcome first.
A page or action is missing
Missing controls can be caused by permissions, location selection, feature
availability, or app release differences. Ask a manager to check these before
treating the problem as a sync failure.
Provide device names, location, approximate time, the affected screen, queue or
error state, and whether other devices are affected. Keep diagnostic records in
your authorised support channel and remove guest or payment details from any
screenshots shared elsewhere.