Xpedite Setup | Troubleshooting

This guide will cover the most common troubleshooting steps and errors you may receive when attempting to use your Xpedite Tablet for Mobile Ordering or Kiosk Orders. 

What’s Covered:

• This guide will cover the most commonly missed steps in our Xpedite that could cause orders to not be received or Chits to not print.
  
  
• We most commonly find issues within the Network side of the configuration as there can be several more factors involved that could cause a break in communication to the device.
  
  
• Misconfigurations in your Tablet setup.
  
  
• Explanations of where the connection between your Tablets and Printer(s) could be broken due to network issues. 

What’s Not Covered:

• In-depth troubleshooting of your Network Printer. It’s important to ensure that the Network Printer you’re using is correctly configured with a Static IP Address from your secure POS network. We recommend working with your on-site IT for printer troubleshooting or you may contact venuesupport@shift4.com for further assistance. 

Quick Checks:

• If you have gone through your entire setup already and believe to have verified that everything is built correctly. Perform some quick checks to confirm that we did not miss any steps throughout the process.

I don’t see my Mobile or Kiosk Menu available to place orders, what should I check first?

1. You will want to verify that the menu is turned on in the Status App and made available.
   
   
2. Navigate to your instance-status.ordernext.com, locate your Revenue Center from the list, and make sure your Pickup, Delivery, or Kiosk location is toggled to OPEN. 

My orders are not reaching my Xpedite App, what should I check first?

1. Start by terminating the app from the system tray on your iPad and then reboot your iPad altogether.
   
   
2. When your device is back on, reopen the Xpedite App.

• Upon reopening the app you should see all your orders begin to populate that were in the queue in their respective order states. If not, follow the next steps. 

3. Proceed with verifying that you have the correct Revenue Center and Tablet selected under the name of the location. 
   
   

My Chits are not printing when orders reach my Xpedite App, what should I check first?

1. First, verify if any errors are occurring on the Xpedite App itself.

• In most cases, a print error will occur as long as a printer is assigned or production lines are set up. If you are receiving an error then proceed with the troubleshooting section.
  
  
• If you’re not receiving an error and nothing occurs on the Xpedite App when orders are received, follow the next step. 

2. No errors indicate that a printer is likely not assigned to your Xpedite setup. In this case, you should verify you have a printer assigned by following the guide, “Creating Xpedite Tablets in Canopy Classic.”
   
   

• In rare circumstances, the Xpedite App may be blocked from communicating on the local network in the iPad’s Privacy and Security setting. Follow the next steps to verify the app is allowed.

1. Navigate to Settings on the iPad and scroll down to ‘Privacy & Security.’
   
   

• Under ‘Privacy & Security’ navigate to ‘Local Network’ and select it.
  
  
• From here, verify that the Xpedite App is NOT listed, and if it’s listed then Toggle ON the slider to allow the Xpedite App permissions on the Local Network.
  
  
  • We may not always see the Xpedite App listed under ‘Local Network’ and that’s okay. If we do see it listed though, then we should make sure that the permissions are Toggled ON for Local Network. 

Checking our Setup:

Error 1:

• You may receive the following error when orders reach your Xpedite App and cannot be successfully printed due to the inability to communicate with your chit printer. “Failed to connect: Connect error.”
  
  

1. Begin by verifying that your printer is powered on then follow the next steps.

• For Epson printers verify that you have either a “Ethernet Connection Symbol” or “WiFi Connection Symbol” illuminated on the front of the device.

• For Star Micronics printers verify that you have a Solid Green LED light from the back of the device. 

• If your printer is showing no network connection and is proving to be offline then please work with your site IT to make sure that your printer is correctly configured to the network and contains a Static IP Address. You may also contact venuesupport@shift4.com. 

2. If our printer is showing online and connected to the network then verify that we set the IP correctly in Canopy Classic.
   

• Follow all the steps of the "Xpedite Printer" section in the setup guide to verify you set up your Network Printer correctly.
  
  
• If you make any changes, make sure to restart the Xpedite App on your iPad and then test again. 

• If you are using Network Printers and have varying connection types amongst your iPad and Printer(s) it’s important to make sure that you have your LAN Network and WiFi Network setup for “Bridging.”
  

• “Bridging” sometimes referred to as “Crosstalk” when enabled allows your POS LAN devices to successfully communicate with POS WLAN(WiFi) devices on your network.
  
  
• If this feature is not set on your network and your devices are on varying connection types you may run into issues with Print Requests sending or prints not working altogether. Work with your Network IT to have this feature enabled.
  
  

• The Xpedite Tablet is on the entirely wrong POS Network altogether. In a Cloud Printing environment, all hardware in the setup should be on the same POS VLAN to communicate with each other successfully.
  
  
• This could mean that if your Xpedite Tablet is on LAN(Ethernet) the Ethernet Port it’s plugged into is configured for the wrong VLAN. Consult with your Network IT to resolve this. This would also apply to the printer if on LAN.
  
  
• It’s also possible you connected to the wrong POS WiFi on the tablet or printer, verify you’re connected to the correct one. 

If your print tests are still failing then please contact venuesupport@shift4.com.

Checking our Pre-Existing Setup:

• It’s been some time since your last event and you’re going around and testing your Xpedite Printing and nothing is sending, what should you check first?

1. First, verify that your Xpedite Tablet is powered on and has a network connection.

• If it all checks out, then reboot the tablet, reopen the Xpedite App, and run a test print.

2. If your issues persist then follow the ‘Quick Checks’ section of this guide at the top to verify your Xpedite App is set to the correct Revenue Center.

• It’s also important to verify the following,
  
  
  • Has my network changed since the devices were last used?
    
    
    • If this is the case, then you most likely need to factory reset your printer(s) and assign a new Static IP Address. Once your printer(s) have been assigned a new IP, follow the steps of the section "Xpedite Printer" of the setup guide to assign a new IP.
      
      
    • If there were network changes it’s also important to verify that your devices are all on the same POS VLAN so they can correctly communicate with each other.
      
      
  • Any power outages since the devices were last used?
    
    
    • If this is the case, reboot all the affected hardware(this includes the printers), reopen the Xpedite App, and then run test prints.
      
      
    • In rare circumstances, during power surges or outages, the printers can sometimes factory reset themselves. In this case, you should check the IP Address of the affected printer(s) and verify that they did not change or lose their configuration. 

Need Help? We’re Here for You!

For assistance with SkyTab Venue, reach out to our support team:

• 📞 Phone: 877.559.4225
• 📧 Email: venuesupport@shift4.com

Our support team is available to help with any questions or issues you may have.

📢 System Status: Stay updated on service availability and incidents by visiting our Status Page.