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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...

Common things to try first Look at the back of the station for the network cable - it clicks in like a phone cord. Unplug it, then push it back in until it clicks. Follow that cable to the wall or to the small box with blinking lights, and do the same at t...

Common things to try first  If it's just one device having the issue, use a different terminal to keep taking card payments while you troubleshoot that one. If multiple readers are affected, escalate call to support technician. Ask if terminal is using a s...

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...

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...

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, ...

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...

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...

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...

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...

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...

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...

Common things to try first If the printer powered on but not receiving any print jobs at all -  reseat the network cable at the back of the printer, then at the wall or switch. Give it a minute, then send a test order to that station. If it printing, but f...

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...

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...

Summary. Walks through creating a Sail price level from scratch, setting it to run automatically (happy hour) or be manually toggled (event pricing), and choosing which items get the price change - either from the price level side or from an individual menu it...

Summary. Basic hardware troubleshooting for Kitchen Display (KDS) stations. Starts with identifying which type of hardware and input method is installed, since that determines which checks actually apply. Applies to. Sail POS - all current versions. Before y...

Summary. For callers who say their whole system is down but don't know why. Walks through a few quick checks anyone at the counter can do - no manager login, no Backoffice access - to narrow down what's actually wrong, then points to the right specific article...

Summary. Registering a new device or re-registering a replacement one on Sail (a terminal/station, a tableside handheld, or an @Pay device) isn't a self-service task - it requires Backoffice access and a few steps that are easy to get wrong. This article expla...

Summary. Walks through how to tell what's actually wrong with a receipt/guest check printer based on what the caller is seeing, since the fix - and whether it's even fixable remotely - depends heavily on the specific symptom. Applies to. Sail POS & Focus POS ...