Network and the gateway
The gateway is a small box in the restaurant that connects your in-store equipment to OrderUp. Printers and several device functions go through it.
What depends on it
| Depends on the gateway | Does not |
|---|---|
| Kitchen and receipt printing | Taking orders on a till |
| Some device reporting | Reading the menu |
A till can generally keep taking orders while the gateway is down. What stops is things reaching the physical equipment.
Recognising a gateway problem
The tell is several things failing at once. One printer down is a printer. Every printer down, plus devices going quiet, is the gateway or the network above it.
Jobs queue rather than fail
When the gateway is unreachable, print jobs queue. They generally print once it returns.
Do not re-send while jobs are queued
Re-sending an order that is queued is how a kitchen cooks a table's food twice. Check whether the original is about to arrive first.
Recovery order
- Power-cycle the gateway and give it a minute to come back.
- Check the store's internet. The gateway needs it to reach OrderUp.
- Check the switch or router the printers are on.
- Check the device list in Management to see what has come back.
Keeping it healthy
- Give the gateway a wired connection where possible.
- Put it on a UPS if your power is unreliable — a gateway that reboots mid-rush takes printing with it.
- Do not move it onto a guest network. It needs the store network the printers are on.