When does this apply?
This applies if the Ebriza POS NEXT app is running slowly, if the tablet freezes, keeps loading, or becomes unresponsive, if the app closes unexpectedly, if duplicate orders or receipts appear at the location (the same order sent to the kitchen twice, or the same receipt issued twice), or if a kitchen display (Ebriza KDS) stops receiving orders even though the sales tablets are sending them normally.
To reduce the risk of falling behind on the app version, turn on automatic updates on each device separately: on every sales tablet, on every kitchen display (Ebriza KDS) and on the customer display (Ebriza CDS).
Settings -> App Store -> under Automatic Downloads turn on App Updates
This setting lives on the device, not on your Ebriza account: turning it on for one tablet does not turn it on for the others. So that the updates can actually install, leave the devices connected to Wi-Fi and to a charger overnight — iOS usually installs them while the screen is locked and the device is powered.
Automatic updates reduce the risk but do not remove it: iOS does not install a new version the moment it is published; it can be hours or even days late. That is why we also recommend checking manually, especially before a weekend or a busy evening: open the App Store, search for Ebriza POS NEXT (or Ebriza KDS, or Ebriza CDS) and tap Update if the button is there.
The apps do not show a warning when a new version becomes available, so the App Store check remains the reliable way to know you are up to date.
First, check the app version on ALL devices
The first thing to check, before drawing any other conclusions, is that all tablets at the location are running the same version — the latest version available in the App Store.
It is not enough to update the main tablet at the cash register. A single tablet that is used less frequently — such as the terrace tablet, bar tablet, or backup tablet — remaining on an older version can cause these symptoms to appear throughout the entire location.
If your versions are up to date: check the tablet's internet connection
If every tablet used during that period is on the latest version and the app is still slow (products open slowly, the order or the bill takes a long time to save), check the tablet's internet connection. Ebriza POS NEXT syncs with the Ebriza servers all the time, so a tablet that keeps losing and getting back its internet connection can make the app slow.
What to check:
The tablet is connected to the venue's Wi-Fi, not to a guest network or a phone hotspot.
The Wi-Fi signal is good where the tablet sits (bar, terrace, dining room). If the tablet is far from the router or behind thick walls, a weak signal will keep disconnecting it.
The internet works normally on other devices in the venue, such as a phone on the same Wi-Fi. If it also drops or is slow there, the problem is with the router or your internet provider.
Restart the router if it hasn't been restarted in a long time.
If the app is still slow after these checks, write to us as shown below. We can see on our side whether the tablet lost its connection often, and when.
Why does this matter?
The tablets at a location work together and continuously synchronize with Ebriza servers. When one of them is running an older version, it is usually the one that experiences delays, freezes, or resends an order that has already been sent — even if the other tablets appear to be working normally. This is why the problem can affect the entire location, not just the outdated device.
One important thing to check: the explanation above only applies if the tablet left on the older version was ACTUALLY IN USE during the period when the problem occurs. A backup tablet, or one used only rarely, that was not switched on during those days should still be updated, but it did not cause what you are seeing now — and updating it will change nothing. If every tablet used in that period is on the same, latest version, the cause is elsewhere: contact us as described below.
What to do?
The same printed ticket came out twice from a single save
If you are not experiencing slowness or freezes, but simply the same printed ticket coming out twice from a single save — two identical order tickets at the kitchen, the same payment note or the same delivery ticket printed twice — the usual cause is the connection to the printer, not the app version.
Non-fiscal tickets (the order ticket, the payment note, the delivery ticket, the label) are sent to the network printer without a delivery confirmation coming back to the app. If the connection to the printer drops exactly while printing, the app cannot tell whether the ticket made it out: this is why a ticket is sometimes missing, and sometimes printed twice. Updating the tablets has no effect on this.
What to check:
The printer and the tablet are on the same network, and the signal is stable where the printer sits (kitchen, bar). See the article “How do I check if my printer and tablet are on the same network?”.
The printer still has the IP address configured in the app — if the router changed it, the connection drops intermittently. See the article “Changing the printer's IP address”.
Your printing rules are not sending the same ticket twice, to two printers or through two overlapping rules. See the article “How do I create printing rules for printers?”.
If tickets keep duplicating after these checks, contact us — see what to send us below.
Go through each tablet at the location one by one, including tablets that are rarely used.
Open the App Store on the tablet and search for the Ebriza POS NEXT app.
If you see the Update button next to the app, that tablet is NOT running the latest version. Tap the button and wait for the update to finish. If you see the Open button, the tablet is already up to date.
Repeat these steps on every tablet until all devices are updated.
Open the app again on each tablet and check whether the problem still occurs.
To prevent this from happening again, we recommend enabling automatic app updates in the iPad settings, under the App Store section. If you also use the KDS (Kitchen Display) or Customer Display apps, make sure these are updated as well, directly from the App Store.
Important!
Do not uninstall the app or remove the device from the administration account as a first step. Updating the app from the App Store is sufficient, and uninstalling it may result in the permanent loss of receipts that have not yet synchronized with the server.
Ebriza POS NEXT can only be installed and updated from the App Store, on an iPad or iPhone running iOS 16 or later. The app is not available on Google Play.
If you compare version numbers between tablets, compare each group of digits as a number, not as text. For example, 1.23.5 is older than 1.24.11.
Also make sure you are comparing the same app: the new POS NEXT app has versions starting with 1, while the old iOS app has versions starting with 3, 4, or 5 — in that case, a higher number refers to the older app. For more details, see the article “What’s new in Ebriza POS NEXT?”
Every Ebriza app has its own version line and is only ever compared with itself. The version of a kitchen display (Ebriza KDS) is never compared with the version of a sales tablet (Ebriza POS NEXT): they are different apps with different numbering. A KDS whose version number is lower than the POS's is not, for that reason, an outdated device. Compare kitchen displays with each other and sales tablets with each other; the reliable check is still the App Store one: if the Update button appears next to the app, that device is not on the latest version.
If the problem persists after all devices are updated
Write to us and tell us: the location name, how many tablets you actually use at the location (not how many are registered in the account), when the problem started, what exactly you see (slowness, freezes, duplicate orders, receipts printed twice) and whether the tablet is on Wi-Fi or another connection.
If you have a specific duplicated ticket, please send us:
a photo of the duplicated tickets;
the order number, the table, and the exact time shown on the ticket;
which tablet the order was saved from, if you know it.
With this information, we can find the exact order and the device the ticket was sent from, which version it was running at that moment, and whether there were connection errors at the time — without it, we can only guess.
One thing that helps us a lot: tell us if this happened before and has now come back. Write something like “it also happened last month” or “we have reported this before”. A problem that returns is handled differently from a new one and goes straight to the technical team, instead of us taking you through the same steps you have already tried.
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