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Toast Troubleshooting

Adding permissions in Toast

In the Toast portal https://www.toasttab.com/restaurants/users choose Appfront
Please check all of the options under Restaurant Admin:
In order to give Appfront the necessary permissions for syncing and sending online orders.

Problem: Discount inactive

If you see the following type of error in the activity log:
This means that there is a toast discount which is being used by Appfront, but for some reason is inactive in Toast (could be in a campaign, or a general discount set up in the locations in Appfront) This discount should be active and was probably inactivated by mistake by someone in the restaurant, so we need to go into Toast and activate it.

Solution:

Go to Toast under discounts:
Go into the following URL:
https://www.toasttab.com/restaurants/admin/#/discounts/[ID FROM THE ERROR],
In our example: https://www.toasttab.com/restaurants/admin/#/discounts/94adb473-02c0-4ca3-86ec-31b01b57865d
You will find there the name of the discount, then make sure the discount is active: (Under Active?)
Make sure you publish the menu after making this change

Problem: Modifier option group (##) does not belong to the item

If you see the following type of error in your activity log:
This means that there must have been a change to the menu which caused one of the modifier groups to be changed on one of the items.

Solution:

In order to check what this item and group are, you can go into Toast and look at Items Database
There you will be able to copy the ids in the error (of the modifier option group and the item) and understand exactly which item was errored, and which option group was removed from the items.
In our example:
Item id: 88f310b9-e2c5-4617-93bb-0d5dc1f0c5da - (id can be seen in error on activity log)
Modifier group id: 506b95e3-5c93-4218-bcba-518a1a24b3bd- (id can be seen in error on activity log)

Problem : Too many Modifiers

Failed : HTTP error code : 400 with message: {"status":400,"code":10025,"message":"Too many modifiers in option group (11fe4b7f-7e6c-4f83-b824-c45f9510a6d3) for item (791cb9d9-3a00-4ae3-bd54-f28325777e8d)","messageKey":null,"fieldName":null,"link":null,"requestId":"47ead0af-930a-4718-9eb1-caf679b45aec","developerMessage":null,"errors":[],"canRetry":null}
This means that the Item can only have a certain amount of modifiers to the modifier group and the user has selected to many modifiers to the group.

Solution:

First, we would have to search for the modifier group in Toast.
To do that we need to search for the Option Group and the Item in Toast.
We can do it through the Item Database segment in Toast
Now we insert the Option Group GUID as the Modifier Group GUID and the Item as the Menu Items.
After we found the group we are looking for, we need to click it and see what are the limitations for the modifiers for this group.
We can see the limitations under Properties.
As we can see, only one modifier can be sent for this specific group.
Now we need to change the maximum allowed modifiers for the group for the item in Appfront.
To do that simply go to Configure - > Menu -> Select the item
You can see in the photo bellow that this group has no limitations( min -1, max included -1, max with extra fee -1) and it need to have a maximum modifiers of 1.
The correct way to set it in order to limit this group to only 1 modifier selection is like the following photo:
Note that the Max included and the Max with extra fee segments are now set to be 1.

Problem : Required modifier is missing

Failed : HTTP error code : 400 with message: {"status":400,"code":10025,"message":"Required modifier in option group (5952f757-a39a-474a-9700-c1ad424638f1) is missing for item (229b944d-c3a6-46c0-8bd0-49844864172e)","messageKey":null,"fieldName":null,"link":null,"requestId":"d6ee4c61-e28f-49f3-83c4-05101df05f84","developerMessage":null,"errors":[],"canRetry":null}
A modifier that has to be selected for the item hasn't been selected

Solution:

First, we would have to search for the modifier group in Toast.
To do that we need to search for the Option Group and the Item in Toast.
We can do it through the Item Database segment in Toast
Now we insert the Option Group GUID as the Modifier Group GUID and the Item as the Menu Items.
After we found the group we are looking for, we need to click it and see which group is causing this issue.
Here we that the user must make a selection for this group
Now we need to change the minimum required modifiers for the group for the item in Appfront.
To do that simply go to Configure - > Menu -> Select the item
You can see in the photo bellow that this group has no limitations( min -1, max included -1, max with extra fee -1) and it need to have a maximum modifiers of 1.
The correct way to set it in order to require the user to make a selection:
*Note that the minimum requirement is set to 1.

Problem : Modifier not found

Failed : HTTP error code : 400 with message: {"status":400,"code":10025,"message":"Invalid UUID string: 48","messageKey":null,"fieldName":null,"link":null,"requestId":"fba568e7-4a67-4eac-b74a-f2a32a8ffd3d","developerMessage":null,"errors":[],"canRetry":null}
The issue here is that the PLU (the number 48 that is bolded in the error) that is set for the item in Appfront is not set up the same in Toast. This means that the item can't be found in Toast.

Solution:

First, we need to find the item that is causing this issue. We can find it by going on Appfront to the POS segment (Configure->Menu->POS), and search for the PLU number
If we search for the number 48 we will discover that it is the "10" Buffalo Chicken".
To fix this issue we need to find the item in Toast and look for the item's PLU.
To do that we go to Advanced Properties in Toast.
After that, click on the scroll down menu to the left (show\hide) and make sure that PLU is selected.
Now, look for the item in the menu and you will see the PLU number that it is attached to.
Here we can see that the PLU for the 10" Buffalo Chicken is empty and not 48 like it is attached to in Appfront.
Now insert the correct PLU number, click Save and then Click Publish
Last, go to the Toast tab in the portal (Configure->Menu->Toast) , select the location and click refresh Toast.

Marking an item as available to order online

Solution:

Appfront Deploys an advanced system to scan PLUs in Toast and/or create a sync with Toast's menu. In order to better manage data and avoid issues while pulling data from Toast, we do not pull any item that is not marked for online ordering. If for some reason you do not see an item in our Toast tab in the menu, this is usually the reason.
In order to mark an item available or not available for online ordering, you go to Toast's backoffice, and choose "Advanced properties" under the "Menu":
Then check the option on the right to show online ordering:
And as you see below, you can toggle if an item is available to order online:
"Best meal" is not available for online ordeing

Orders are not printed automatically

Solution:

If you want orders to print immediately when they reach the store, you need to enable it in Toast.
First you must set exactly one of the tablets to auto-fire. You can use this link to learn how to do that.
Second, you must enable auto-firing for online orders. to do that you go to "online ordering" in Toast (see screenshot below):
In "Approval mode" choose "Send orders directly to kitchen":
Now save and publish, and all orders will be automatically printed when they reach Toast.

Future orders are being printed shortly before the promised date

Solution:

You can set in Toast how much time is needed before an order is printed.
On Toast's backend, press on Prep/Delivery times:
In the"Online Ordering/Order API Prep Time" section, enter the amount of time you need before an order prints (in minutes):
If you'd like to set different times for different items / categories, you can read Toast's tutorial here.

Receipts are printing too many times

After switching to Toast payment processing, you may see that your receipts are printing more than copies than usual, in order to fix this there are a few different configurations in Toast you should change.

Solution:

This Toast documentation describes how to configure signature threshold settings so that receipts do not print for bills whose value is less than a specified dollar amount.
If more than 2 receipts are printing for each order, it is because you have a printer configured for takeout and delivery receipts. Some restaurants like to staple these receipts to the paper bags used for the food. They can suppress the third receipt by choosing "Print On-Demand Only" in the Receipt Printing section of the Takeout / Delivery page in Toast Web.

Certain items do not print in Appfront orders

Some or all items are not being printed when received through online orders, but are printing correctly in store.

Solution:

You can choose if items are printed differently if they are received through API orders (Appfront and other 3rd party services).
Read the following Toast guide on how to configure this:
Toast Central
If you are unsure, you can reach out directly to Toast's support and have them assist in defining printers or KDS display.

Find order in POS

In order to make sure that AppFront connected properly to the POS, you need to confirm that the order exist / can be found in the POS DB.
    1.
    Place Test Order via AppFront Platform
    2.
    Look for order in the POS Back Office
If you find the check - problem is NOT in AppFront
Locate Appfront Order

Problem: Applying loyalty rewards to multiple users on the same order at POS

Solution:

Since each tab on the POS can be linked to a single loyalty account, the check must be split by items per loyalty member.
For example, if John, David and Sarah order together and each has a "free coffee" reward, the check must be split into 3 separate tabs (by items) and for each tab, the corresponding user will be looked up separately.
For more information on how to split orders by items on POS, see the following article:
https://central.toasttab.com/articles/Knowledge/Splitting-Checks-by-Item-1492811097734
Splitting Checks by Item on Toast POS
Last modified 6mo ago