Sail POS: Buttons or menu items missing on the terminal - triage before you call

Common things to try first

1. If this is a fixed station, run a terminal sync. Give it a minute, then check if the button shows up.
2. If this is a handheld, refresh the cache. Give it a minute, then check again.
3. Still missing? Is it one specific item, or a whole category of buttons - and is this happening at one station, some stations, or every station?

Summary. Walks through a quick refresh to try first, then narrowing down why a button or menu item isn't showing on the terminal so the caller has useful answers ready if it still needs a technician. Most remaining fixes require Backoffice access.

Applies to. Sail POS - all current versions. Covers buttons/items missing from the terminal screen (not pricing or tax questions).

How to run a terminal sync (fixed station)

1. Log into the terminal and go to the Functions screen.
2. Select Terminal Sync.
3. Confirm at the prompt. This can take anywhere from 30 seconds to 5 minutes.
4. It will log you out automatically when the sync is complete - select OK and log back in.

Full reference: How to do a Terminal Sync.

How to refresh cache (handheld)

1. From the login screen, press the settings button in the upper-left corner.
2. Select Refresh Cache.
3. The next person who logs into that handheld will trigger the refresh first - this takes about 30 seconds to 1 minute.

Full reference: How to refresh cache on a handheld.

If it's still missing, what's missing tells you where the problem is

• A whole category or group of buttons is missing (a new special, a seasonal menu, an entire section) - usually means the category hasn't been added to that terminal's screen layout yet.
• One specific item is missing or showing up wrong - usually means the item is assigned to the wrong profit center.
• The item doesn't exist anywhere yet - it needs to be created from scratch.

Where it's happening tells you the rest

• Happening at every station - points to the item or category setup itself.
• Happening at only one or some stations - points to that terminal's individual screen layout/terminal view.

When you must call

If the sync/cache refresh doesn't bring it back. Adding a category to terminal view, correcting a profit center, and creating a new item all require Backoffice access, so this isn't self-service. Give the technician what you found above - item or category, new vs. existing, and one/some/all stations - so they can go straight to the fix.