Troubleshooting FAQs

Question 1

Login or other features fail to load — what should I check?

Accepted Answer

If login or data won't load even with internet, the most common cause on Windows is an antivirus or firewall blocking RoyalPOS. Check internet on the device, then allow RoyalPOS in your antivirus and Windows Firewall (allow the RoyalPOS app for both inbound and outbound). On a network with a proxy/captive portal, connect to a normal network. Steps: Confirm the device actually has internet. Add RoyalPOS to the allow-list in your antivirus. Allow RoyalPOS through Windows Firewall (inbound and outbound). Avoid restricted café/corporate proxies; try a normal network. Retry login. Note: Third-party antivirus (e.g. Quick Heal, K7, McAfee) must be allow-listed manually — RoyalPOS cannot change those settings for you.

Question 2

My printer is not printing — where do I start?

Accepted Answer

Check the connection type and details first: for WiFi confirm the IP/port (usually 9100) and same network; for Bluetooth confirm pairing and permission; for USB/Installed confirm the device is selected. Make sure the printer has paper and power, then use Test printer. See the Printer Setup guide for each type. Steps: Open Printer Settings and run Test printer. Re-check IP/port (WiFi), pairing (BT), or selected device (USB/Installed). Check paper and power. Allow RoyalPOS through firewall/antivirus if on WiFi.

Question 3

My label printer prints text but not the barcode — why?

Accepted Answer

Usually too many fields on a small label push the barcode off the label. Use a larger label size, reduce optional fields, and make sure the selected label size matches the physical stock. Steps: Select the correct label size for your stock. Reduce optional fields (MRP, comments). Test print again.

Question 4

My orders are not syncing to the server — what should I do?

Accepted Answer

Orders are saved locally and upload automatically when online. If they stay Pending, check the device's internet, and that antivirus/firewall isn't blocking RoyalPOS. The local-orders list shows each order's status; once the server accepts an order it stays Synced and won't upload again. Steps: Open Local / Device Orders to see Pending vs Synced. Confirm the device has internet. Allow RoyalPOS through antivirus/firewall. Wait for automatic upload, or reopen the app to trigger it.

Question 5

Item images or logo are not downloading — how do I fix it?

Accepted Answer

Make sure the device has internet, then re-run the image download (item images) or re-sync so the logo/footer images download. If a firewall/antivirus blocks RoyalPOS, allow it. Images are cached locally once downloaded. Steps: Confirm internet is working. Re-run Download Images / Sync. Allow RoyalPOS through firewall/antivirus if blocked. Re-open the menu to see the images.

Question 6

How do I update RoyalPOS when a new version is available (Windows)?

Accepted Answer

On Windows, when a newer version is available an Update Available entry appears in the side menu. Tap it to open the update screen, then Download & Update — RoyalPOS downloads the installer, runs it, and the app restarts on the new version. Steps: Open the side menu. Tap Update Available. On the update screen tap Download & Update. Let the installer run; the app restarts updated.

Question 7

The kitchen screen or token counter is not updating — what should I check?

Accepted Answer

Confirm the kitchen/token device and the POS are on the same WiFi/LAN, the correct POS IP/port were entered, and the connection shows connected. Re-join the server, and allow RoyalPOS through the POS device's firewall/antivirus. Steps: Confirm same network as the POS. Re-enter the POS IP/port (or use Search). Allow RoyalPOS through firewall/antivirus on the POS. Reconnect and place a test order.

Question 8

The printer prints garbage characters — how do I fix it?

Accepted Answer

This usually means the wrong printer type or paper size is selected, or a label printer was configured for receipts. Re-check the connection type and paper size, use an ESC/POS thermal printer for bills, and configure label printers under Desktop Barcode Printer. Steps: Verify connection type and paper size match the printer. Use an ESC/POS thermal receipt printer for bills. Configure label printers separately under Desktop Barcode Printer. Run Test printer.

Question 9

The bill total or tax looks doubled or wrong — what should I do?

Accepted Answer

First re-check the item quantities and any applied offers/discounts in the cart, as these drive the totals. If a total still looks wrong, note the exact items, quantities and offers and report it to support with a screenshot so it can be checked. Steps: Review item quantities and applied offers in the cart. Remove and re-add a suspect item to recalculate. If still wrong, capture a screenshot and report it to support.