Troubleshoot Order Confirmation Screen
If your Order Confirmation Screen (OCS) isn't displaying orders, showing connection errors, or not updating in real time, it can disrupt your drive-thru operations and customer experience.
This article provides troubleshooting steps for Order Confirmation Screen issues. Most problems can be resolved with the suggested steps below to get your customer-facing display working properly and avoid service interruptions.
Before you begin
Try to troubleshoot your OCS during off-peak hours when possible. If you must troubleshoot during busy periods, consider using backup methods for order confirmation while resolving the issue.
If you have multiple POS devices connected to OCS, you'll need to check the configuration on each device separately, as settings are stored locally on each POS.
Ensure your POS and OCS remain on the same local network throughout troubleshooting. Connection issues may require coordination with your network administrator.
Step 1: Check basic requirements
Verify that your setup meets all OCS requirements before troubleshooting connection issues.
Ensure you're using Restaurant (F&B) POS mode, not SPOS (Standard POS).
Verify you have an active Premium subscription in Square Dashboard > Settings > Subscription.
Confirm your Nanonation/The Howard Company OCS hardware is powered on and connected to your network.
Ensure your POS and OCS are on the same local network (Wi-Fi or Ethernet).
If basic requirements aren't met, resolve those issues first. If requirements are satisfied but the issue persists, move to Step 2.
Step 2: Verify connection settings
Check that your network details match between your POS and CommandPoint configuration.
Sign in to CommandPoint at https://cp.nanonation.net/ using your OCS vendor credentials.
Go to Digital Signage > Dashboard.
Find your OCS device and double-click for details.
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Note the network values in Details/Custom fields:
IP address (example: 192.168.1.100)
Port (example: 8080)
Lane identifier (UUID format)
On your POS, open Settings > Hardware > Order Confirmation Screen.
Compare values and update any mismatches.
Tap Connect to save settings.
Tap Send test message to verify connectivity.
If the test message succeeds, move to Step 5 to test with a real order. If it fails, continue to Step 3.
Step 3: Resolve connection errors
Address network connectivity issues between your POS and OCS.
Check IP address format: Ensure you're using the OCS device IP (like 192.168.1.100), not your router or network IP.
Verify port number: Confirm the port matches CommandPoint exactly (common ports: 8080, 3000, 8000).
Copy lane identifier exactly: The UUID must match CommandPoint precisely, including dashes and capitalization.
For Android devices: Contact your network administrator to allowlist the OCS port for TCP communication.
Test network connectivity: Try accessing the OCS IP address from a web browser on the same network.
Restart network equipment: Power cycle your router/switch if other network tests fail.
If connection errors persist after network troubleshooting, move to Step 4.
Step 4: Restart devices and update software
Refresh your hardware and software to resolve persistent issues.
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Restart OCS hardware:
Power off the OCS display device
Wait 30 seconds
Power on and wait for full startup
Test connection from POS using Send test message
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Restart POS device:
Close the Square POS app completely
Restart your POS device (Register, Terminal, or tablet)
Reopen the POS app and sign in
Test OCS connection again
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Update POS software:
Square Register/Terminal: Updates install automatically overnight when connected to power and internet
iOS devices: Go to Settings > General > Software Update, then update the Square app via App Store
Android devices: Update via Google Play Store
If restarting and updating don't resolve the issue, move to Step 5.
Step 5: Test with a live order
Verify that OCS displays orders correctly during normal operation.
Start a new order on your POS.
Add items, modifiers, and discounts to the cart.
Watch the OCS screen for real-time updates as you modify the order.
Complete the order by tapping Pay or Send.
Confirm OCS clears and returns to its default state.
If OCS doesn't update during order entry:
Check that the Enable checkbox is selected in OCS settings.
Verify no network interruptions occurred during the test.
Try the test again with a simpler order (fewer items/modifiers).
If OCS doesn't clear after completing the order:
Check Order Manager for any open orders that need to be closed.
Restart the OCS hardware if the display remains stuck.
Contact your OCS vendor if clearing issues persist.
If live order testing reveals ongoing issues, contact Square Support with details about which specific steps failed.