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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 send its tickets to a working printer instead — no waiting on a repair to keep the kitchen moving. Applies to. Sail POS — all current versions. Before you start...
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 screen so it also shows the down station's tickets — no waiting on a repair to keep the kitchen moving. Applies to. Sail POS — all current versions. Before you start...
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 other terminal — Sail doesn't tie a server to one station. Use these checks to get the down terminal back online. Applies to. Sail POS — all current versions. Before...
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 payments from another terminal while you troubleshoot the reader itself. Applies to. Sail POS — all current versions. Before you start Know which terminal/device...
A network/internet outage — check power and reboot your network devices
Summary. When the restaurant loses internet or the POS network stops connecting, checking power and rebooting your network devices resolves many outages without waiting on a technician. Applies to. All Ingage-supported POS platforms (Sail POS, Focus POS) — th...
The restaurant lost power — restore it safely and get your POS back online
Summary. When power is lost to some or all of your equipment, safety comes first — then getting your POS server, terminals, and network back online in the right order. Applies to. All Ingage-supported POS platforms (Sail POS, Focus POS) — POS terminals need t...
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, ...
Sail POS: Add a new menu item
Summary. Walks a manager or owner through adding a new sellable item in Sail Backoffice, whether by duplicating a similar item or building one from scratch - useful for last-minute holiday or special-occasion items when there's no time to wait for support. Ap...
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 you're new to the system - each one changes what happens on stations other than the one you're adjusting. Helps staff recognize the symptom and find the setting res...
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 editing a tip after the credit card batch has settled will fail, why that's expected behavior rather than a system problem, and what actually needs to happen next s...
A cash drawer won't open or won't stay closed - troubleshoot the hardware causes
Summary. Walks through the physical/hardware causes behind the two most common cash drawer complaints - the drawer not opening when prompted from the POS, and the drawer not staying closed - before escalating to support. Applies to. Sail POS and Focus POS - a...
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 shouldn't be treated as an emergency or refunded on the spot, and what to actually do (and when) if it turns out to be a genuine duplicate. Applies to. Sail POS and Fo...
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 send its tickets to a working printer instead — no waiting on a repair to keep the kitchen moving. Applies to. Sail POS — all current versions. Before you start...
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 send its tickets to a working printer instead — no waiting on a repair to keep the kitchen moving. Applies to. Sail POS — all current versions. Before you start...
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 send its tickets to a working printer instead — no waiting on a repair to keep the kitchen moving. Applies to. Sail POS — all current versions. Before you start...
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 send its tickets to a working printer instead — no waiting on a repair to keep the kitchen moving. Applies to. Sail POS — all current versions. Before you start...
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 editing a tip after the credit card batch has settled will fail, why that's expected behavior rather than a system problem, and what actually needs to happen next s...
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 shouldn't be treated as an emergency or refunded on the spot, and what to actually do (and when) if it turns out to be a genuine duplicate. Applies to. Sail POS and Fo...