Sail Troubleshooting
Sail POS: Set up and manage price levels (happy hour, event pricing, and item discounts)
Summary. Walks through creating a Sail price level from scratch, setting it to run automatically ...
Sail POS: A kitchen video (KVS) screen is down — cover it with Wheel Spy on another screen
Summary. When a Kitchen Video screen goes dark, turn on Wheel Spy on a working Quick Station scre...
Sail POS: KDS hardware troubleshooting (MicroTouch, Windows controllers, and bump bars)
Summary. Basic hardware troubleshooting for Kitchen Display (KDS) stations. Starts with identifyi...
Sail POS & Focus POS: A terminal is down - troubleshoot it and keep serving from another station
Common things to try first Look at the back of the station for the network cable - it clicks i...
Sail POS: A kitchen printer is down — reroute its tickets to a working printer
Summary. When a kitchen or bar printer stops printing, add a Ticket Routing Rule in Backoffice to...
Sail POS: A card reader isn't working — troubleshoot it and take payments on another terminal
Common things to try first If it's just one device having the issue, use a different terminal...
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 sto...
Sail POS: Add a new menu item
Summary. Walks a manager or owner through adding a new sellable item in Sail Backoffice, whether ...
Sail POS: Common KDS setup mistakes that affect other kitchen stations
Summary. Covers three Kitchen Display System (KDS) settings that are easy to misunderstand when y...
Sail POS & Focus POS: A tip edit failed after batch settlement - the tip isn't lost, it needs a rekey
Link to rekey form https://form.jotform.com/ingage/rekey-authorization Summary. Explains why e...
Sail POS & Focus POS: A customer reports two charges for one visit - don't refund right away
Summary. Walks through why a suspected duplicate charge is usually not a real error, why it shoul...
Sail POS: Registering or re-registering a device - contact support
Summary. Registering a new device or re-registering a replacement one on Sail (a terminal/station...
Sail POS: Buttons or menu items missing on the terminal - triage before you call
Common things to try first If this is a fixed station, run a terminal sync. Give it a minute, ...
Sail POS & Focus POS: Can't close the day - troubleshoot it
Common things to try first Sail: Daily Close says a table is still open, but it doesn't show u...
Sail POS: The time showing on a station is wrong
Common things to try first On that station's login screen, type 9 8 7 6 5 4 3 2 1, then hit Lo...
Focus POS: The back-office computer won't turn on
Common things to try first Check that the power cable is firmly plugged in at both the compute...
Sail POS: A report won't run or won't finish - triage before you call
Common things to try first Confirm if the issue is only with running/viewing reports, or were ...