Sail POS: A tableside handheld or @Pay device isn't working — fall back to a fixed terminal for that section

Summary. When a Sail Tableside handheld, a PAX A77 (@Pay) device, or an A77 running Tableside stops working or won't charge, fall back to a fixed terminal for that section while you troubleshoot.

Applies to. Sail POS — mobile order-entry and payment devices, in three configurations: order entry only (an iPhone running Tableside), payment only (a PAX A77 running @Pay), or order entry and payment together (a PAX A77 running Tableside).

Before you start

Know which device is affected and which of the three setups above it is.
Know whether just one device is affected, or several.
Know whether a fixed terminal is available nearby to cover that section.

What's happening

A handheld or @Pay device isn't working, won't power on, or won't charge.

Can you keep serving? (triage)

One device down is almost always just that device — likely a hardware or charging issue specific to it. Fall back to a fixed terminal for that section while you troubleshoot.
Multiple devices that power on fine but can't connect to the POS points to a network issue, not a hardware problem with the devices themselves — see A network/internet outage — check power and reboot your network devices instead.
Multiple devices that won't charge or power on at all isn't a network issue — troubleshoot each device individually (power source, cable/cradle).

Keep-serving steps

Move the affected section to a fixed terminal — take orders and/or payments there until the device is working again.

Troubleshoot — by symptom

Won't power on / won't charge

Connect the device to its charging cable or cradle and confirm it's seated properly — check the charging port for any debris.
Try a known-working power outlet.
Try a different charging cable/cradle if one's available.
Restart the device: press and hold the power button on the right side, then choose Restart from the menu that appears — this works the same way on both the iPhone Tableside handheld and the PAX A77.

Won't connect / not sending orders

Confirm the device is on the correct POS Wi-Fi network, not guest Wi-Fi.
If multiple devices show this same symptom, see A network/internet outage — check power and reboot your network devices instead — that's a network issue, not a device issue.
Restart the device once you've confirmed it's on the right network.

Verify it worked

The device reconnects, and a test order or test transaction completes successfully.

When you must call

One or two handheld devices down is usually not an emergency — fall back to a fixed terminal for that section.
All handheld devices down at once could be an emergency, especially at a location that relies heavily on tableside service.
Exception: if the location has no fixed terminals at all to fall back to, even a single device down can leave you without a way to serve that section — treat that as urgent regardless of how many devices are affected.

Restore

Once the device is repaired or fully charged, resume normal use — no further action needed.