Sail POS & Focus POS: The whole system seems down - start here

Summary. For callers who say their whole system is down but don't know why. Walks through a few quick checks anyone at the counter can do - no manager login, no Backoffice access - to narrow down what's actually wrong, then points to the right specific article.

Applies to. All Ingage-supported POS platforms (Sail POS, Focus POS).

Before you start

• This is a triage page, not a fix. If you already know the cause (power's out, one printer died, etc.), skip straight to the matching article instead.
• Every check below just needs eyes on your equipment - nothing to log into.
• If the caller only has a single terminal, skip Step 1 and go straight to Step 2.

Step 1 - Is it really everything, or just one station?

Walk to another terminal. Does it work normally?

• Yes, other terminals are fine - it's a single-terminal issue, not the whole system. Go to: Sail POS: A terminal is down.
• No, every terminal has the same problem - go to Step 2.

Step 2 - Do your terminals and network equipment have power at all?

Look at your terminals/screens, and your modem/router/switch if you know where they are (often a back office or closet). Any lights on, anywhere?

• Nothing lit up anywhere - this is a power issue. Go to: The restaurant lost power - restore it safely and get your POS back online.
• Screens are lit but frozen, stuck loading, or showing an error - go to Step 3.

Step 3 - What does the screen actually say?

• "Unable to connect to server," "no connection," or stuck at login - network issue. Go to: A network/internet outage - check power and reboot your network devices.
• Orders ring in fine, but card payments fail - also network-related, but narrower. See the same article's card-processing section.
• Only the kitchen screen isn't showing tickets - Sail POS: A kitchen video (KVS) screen is down.
• Only a kitchen printer isn't printing - Sail POS: A kitchen printer is down.

If there's a safety hazard

Smoke, sparking, or water near equipment: stop troubleshooting immediately, don't touch the equipment, and handle it through the appropriate channel for that hazard (building maintenance, an electrician, emergency services). That's not something a support call can fix.

Call support

If none of the steps above match what you're seeing on screen, call support and describe exactly what's displayed.