Sail Troubleshooting
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: A terminal is down — troubleshoot it and keep serving from another station
Summary. When a single POS terminal stops responding, staff can simply keep working from any othe...
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
Summary. When a single card reader (swipe/MSR or a PAX EMV device) stops working, keep taking pay...
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 & 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...