Xpedite Setup | Troubleshooting

📖 Overview
This guide covers the most common troubleshooting steps for Xpedite Tablets used with Mobile Ordering or Kiosk Orders. It focuses on setup issues, tablet misconfigurations, and network-related problems that may prevent orders from being received or chits from printing.

⚠️ Note: This guide does not cover in-depth printer troubleshooting. Ensure your network printers are configured with a Static IP Address or are DHCP Reserved on your secure POS network. For advanced printer issues, contact your on-site IT or 📧 venuesupport@shift4.com.

🔍 Quick Checks

1. Menu not available for orders

• Verify the menu is enabled in the Status App
• Go to: your-instance-status.ordernext.com
• Locate the Revenue Center and ensure Pickup, Delivery, or Kiosk is toggled OPEN
  
  
   

2. Orders not reaching Xpedite App

• Force close the app on your iPad from the system tray
• Reopen the Xpedite App (queued orders should populate)
• Confirm that the correct Revenue Center and Tablet are selected in the app
  
  

3. Chits not printing

• Check if errors are displayed in the Xpedite App
• If no error shows, a printer may not be assigned → Follow Creating Xpedite Tablets in Canopy Classic
• On iPad: Navigate to Settings > Privacy & Security > Local Network
  • If Xpedite is listed, ensure permissions are toggled ON
  • If Xpedite is not listed, then you may ignore this troubleshooting step

⚙️ Common Errors & Fixes

Error: “Failed to connect: Connect error”
Occurs when the Xpedite App cannot communicate with the printer.

• Verify the printer is powered on:
  • Epson → Check for Ethernet/WiFi connection symbol
  • Star Micronics → Check for solid green LED
  • SNBC → Check for green power indicator
• If offline, work with IT to confirm:
  • Printer is on the POS network
  • Printer has a valid Static IP Address or DHCP Reservation
• If online, confirm the printer’s IP is set correctly in Canopy Classic
• Restart the Xpedite App and test again

🔧 Ensure your POS LAN and WiFi networks support Bridging (Crosstalk) to allow devices to communicate across connection types.

• Only necessary if varying network types are being used between the Xpedite Tablet and Printer.

📡 Network & Setup Considerations

• All devices (tablets, printers, POS) must be on the same VLAN
• If using Ethernet, ensure the port is configured for the correct POS VLAN
• Verify iPad and printer are connected to the correct POS WiFi or LAN

🕒 Pre-Event or After Downtime Checks 

If issues appear after a long gap or outage:

• Confirm Xpedite Tablet is powered on and online
• Reboot tablet, reopen app, run test print
• Ask: Has the network changed since last use?
  • If yes, printers may need to be reset and reconfigured with a new Static IP
• After power surges/outages:
  • Printers may reset to default settings → Re-check IP address and reassign if necessary

✅ Final Steps 

If troubleshooting does not resolve the issue:

• Run through Quick Checks again
• Verify network and VLAN configuration with IT