Square order arrives the KDS really late [URGENT]

Questions
1

Hi,

One of our merchants reports that some orders that created by order API reach their Square KDS really late, while the other orders made by Square Register or Square Online store are normal. The merchant checked the KDS, its version is up to date. Please help us to check the issue, below attached the order details.

Merchant id: N3YNWASYAE00K

Example order 1:
order id: n2ttaMQCP4Cbs0OUh28D
created at: 2023-11-01T19:59:26.923Z
delay around 23 minutes then show on the KDS

Example order 2
order id: EE8K4anWN6zFc3mF8zbJ
created at: 2023-11-01T16:52:35.170Z
delay around 15 minutes then show on the KDS

2

When was the last time the device was turned off and turned back on? :slightly_smiling_face:

3

They restart the device but it doesn’t help, the order still delayed.