Start with the exact visible error message and a reproducible sequence. Test away from live service when possible.
Safe steps
- Write down the exact error message, screen, time, and action that caused it.
- Record FloCafe version, operating system and version, installation method, and affected hardware.
- Try the smallest safe reproduction and compare the expected and actual result.
- Open Help → Open Logs Folder and collect only the relevant lines around the failure.
- Preserve the database, credentials, tokens, logs, and customer information. Do not delete or reset data as a first response.
- Use support channels for setup help or GitHub Issues for a reproducible software bug.
How to confirm a fix
Repeat the original steps on the same release and hardware, then run the affected order, printer, KDS, or backup workflow end to end.
What to provide support
- Exact visible error message.
- FloCafe version, OS/version, installation method, and hardware model.
- Numbered reproduction steps, expected result, and actual result.
- Relevant redacted log lines and screenshots.
Warnings
Never send passwords, API keys, tokens, full databases, customer personal data, or unredacted receipts in a ticket or public issue.