A network/internet outage — check power and reboot your network devices

Summary. When the restaurant loses internet or the POS network stops connecting, checking power and rebooting your network devices resolves many outages without waiting on a technician.

Applies to. All Ingage-supported POS platforms (Sail POS, Focus POS) — this is a network-level issue, not specific to one POS software.

Before you start

Know whether the whole restaurant has lost internet, or just the POS side (terminals/printers/KVS) while other things still work
Locate your network devices: the modem (where internet service enters the building), the gateway/router, and any switches (boxes with multiple numbered ports that cables plug into)

What's happening

The restaurant has lost internet connectivity, or POS devices can't reach the network.

Can you keep serving? (triage)

If it's just one station that's lost its connection while everything else is working fine, this is almost always a bad or loose network cable rather than a Wi-Fi issue — POS terminals are nearly always hardwired. Disconnect and reseat the network cable at both ends: at the terminal itself, and at the wall jack. That resolves most single-station connection issues without touching any shared network equipment. More troubleshooting here https://help.ingageit.com/books/pending-review/page/sail-pos-a-terminal-is-down-troubleshoot-it-and-keep-serving-from-another-station
Orders and items ring up fine, but card processing specifically fails: this points to an internet connectivity issue rather than a local network problem — the local network is working, but the path out to the internet (and your payment processor) isn't. Check power to your ISP modem and POS router first, check the connections between them, and reboot if needed. If that doesn't resolve it, call your on-call technician. If your terminals use a PAX EMV device, see Credit Card Offline Mode — it lets you keep processing cards locally until the connection returns. See also Sail POS: A card reader isn't working — troubleshoot it and take payments on another terminal.
Software won't run on terminals at all, or nothing will ring up: this points to a local network issue, not just an internet issue — and this is the true emergency case. Check power to your network devices, but don't spend long on this yourself: if a quick power check doesn't fix it, call your on-call technician right away rather than continuing to troubleshoot. A full network outage isn't something to work through step by step on your own — the sooner it's escalated, the sooner it's resolved.

Get the network back online

Check power to your network devices — modem, gateway/router, and switches. Confirm each is plugged in, powered on, and showing normal lights.
If any device has no power: check the outlet, and check whether it's on a surge protector, UPS, or breaker that may have tripped.
Reboot devices by unplugging them from power — never press a "reset" button on any network device. Reset wipes the device's configuration entirely and can require an onsite technician visit to fix. To reboot safely: unplug the power cable, wait about 10–15 seconds, plug it back in. Start with the modem (closest to where internet enters the building), then the gateway/router, then any switches — give each device a minute or two to fully power back on before moving to the next.
Wait a few minutes after everything is back on, then check if your terminals reconnect.

Verify it worked

Terminals show as connected, and orders/payments process normally.

When you must call

Power checks and reboots don't resolve it
You're unsure which devices are involved or how to identify them
Anything beyond power/cable checks and reboots (checking device status, confirming failover, contacting your ISP) — that's support's job

Restore

N/A — the reboot steps above are the fix.