L2 by Module

Purpose

Deeper, more systematic troubleshooting steps per module — for issues that go beyond a quick known-issue answer and need actual diagnosis. This is the L1→L2 bridge: a support person can work through these steps before escalating, and a dev can use them too without re-deriving the same diagnostic steps each time.

POS

1. Confirm whether the issue is isolated to one device/location or affects multiple tenants

2. If payment-related: check Stripe Terminal connectivity and status independently of the POS app

3. If isolated to one device: check local network connectivity first

4. If widespread: check backend health (GlitchTip, Beszel) before assuming it's a POS-specific bug

KDS

1. Confirm whether new orders are reaching the backend at all (check via POS/admin view) — if not, this is a POS/backend issue, not KDS

2. If orders reach the backend but don't appear on KDS: check Soketi realtime connection status for the affected device

3. Check whether the issue is isolated to one screen/device or affects the whole location

Printers (PrinterHub & servEase Go)

1. Determine which printing path is involved: external printer via PrinterHub, or Sunmi H10P's built-in printer via servEase Go — these are architecturally separate (see Architecture & Infrastructure (Engineering space))

2. For PrinterHub: check the Pi's network/frpc tunnel status before assuming a printer hardware fault

3. For Sunmi built-in printer: rule out basic physical issues (paper, printer door) before assuming a software issue

4. See Architecture & Infrastructure (Engineering space) → PrinterHub / servEase Go Troubleshooting sections for detailed tables

Reservations

1. Confirm whether the issue is about a reservation not saving, not displaying, or being mis-assigned (e.g. via Auto-Seat) — these have different likely causes

2. Check realtime sync if reservations made on one device aren't appearing on another

CRM

1. For NFC scanning issues: confirm card type (must be MIFARE Classic) and check the specific device's NFC hardware (see servEase Go troubleshooting)

2. For Guest 360 / AI Sommelier showing incorrect or missing data: check whether the underlying guest profile data is complete — these features are only as good as the data behind them