Sail POS: A report won't run or won't finish - triage before you call

Common things to try first

Is the issue only with running/viewing reports, or were they actually unable to ring in orders or take payments during the day, and they're only noticing it now because the end-of-night report won't run? If it's the latter, this isn't a reporting issue - go to Sail POS & Focus POS: The whole system seems down - start here (or the specific terminal/payment article that matches what happened during the day) instead.
Is this happening for just one person, or everyone who tries? One person only usually means their job role is missing report access.
Did this start right after a power outage, or after the server restarted?

Summary. Reports can fail for a few different reasons: a job role missing report access, the server not being fully back online after a power event, or one specific report failing because of missing underlying data (like a missing timecard entry) for that date/employee. This article helps you narrow down which one you're dealing with.

Applies to. Sail POS - all current versions.

One person can't run reports, but others can

This usually means that person's job role is missing the report access right, not a system-wide problem. A manager/owner with Backoffice access can check and re-add it under Staff → Job Roles → (select the role) → Access Group tab. See How to create and/or edit a job role.

Started right after a power outage or server restart

First confirm the Sail server itself is fully back up and reachable - see Sail POS & Focus POS: The whole system seems down - start here. If the server is confirmed up and reports still fail, call support.

One specific report fails for a certain date or employee

This is often caused by missing data for that period - for example, an employee missing a timecard entry for a shift that date, which can cause reports like the end-of-night report to fail. Check for and add any missing timecard entries, then re-run the report. See How to edit Time Card.

When you must call

None of the above explains it, or the report still won't run or won't finish after checking job role access, confirming the server is fully up, and checking for missing timecard data.