This documentation is the steps needed to effectively manage and troubleshoot various aspects of our ordering system. Whether you encounter issues with Toast, face connectivity challenges, or experience difficulties with specific devices, this resource aims to provide clear instructions for resolution.

M1.1 Scaling Pipeline #

1. Report issues, and suggestions to the General Manager
2. Message them immediately on 7shifts

M1.2 Toast Troubleshooting #

Issue: If Toast is down #

Here is what you need to do:

1. Open status.toastab.com to get updates from Toast on what the issue is and how soon it will get fixed
2. Toast will provide the steps on how to minimize the impact
3. You can always continue taking orders in Toast offline mode and monitor online orders through Toast Web UI

Issue: If there is no internet, all tablets show network issue, Comcast shows offline though keep in mind router has a delay and can keep showing online for multiple minutes after outage has already started, and Google home shows offline #

Here is what you need to do:

1. Turn away the kiosk from customers. The kiosk cannot work without an internet connection.
2. Ring up the orders on the terminal in offline mode. Remember to not reboot the terminal as it can remove orders taken during the offline time from the memory.
3. Don’t use KDS screens. During offline mode, orders will be printed on the pack station. Bring printed tickets to the dough, then to the oven, then to pack (the old school way)
4. Monitor online orders on manager phone – write order on the pirate of ticket paper with pen and bring to dough station
5. Monitor online orders on manager phone – write order on the pirate of ticket paper with pen and bring to dough station

If the Kiosk shows the menu items that don’t exist (archived ones), then you need to reboot Kiosk

Issue: If kiosk not working (and the internet is fine and other toast tablets and printers work): #

1. Hide kiosk by turning it away from customers
2. Hold together Home and Power for 15 seconds to reboot
3. Put sign with QR for online orders only. Ask customers to place orders online by scanning the link with their phone.

If single KDS tablet not working (everything else works): #

1. Check what error is shown. It could be connection error or no paper in the printer error. For connection error continue to step 2.
2. Reboot KDS with the button on the back
3. If doesn’t help check tablet network settings (not toast setting) to make sure both Ethernet interfaces turned on and WiFi is turned off. WiFi must be turned off at all times as tablets are connected through network wires, and cannot communicate properly on wireless

If the printer doesn’t print: #

1. Check if a paper has not run out
2. If the printer prints white paper flip the receipt roll upside down. The printer doesn’t have ink, but it is required to properly position the receipt roll.
3. If any of the toast Tablets cannot connect to the printer, check that tablet is not connected to WiFi. Toast tablets should never be connected to WiFi, as they connected with Ethernet cables.

Important: #

1. Don’t unplug hardware from power. To reboot, use only power buttons on the back of the device. To reboot Kiosk, hold home and power together for up to 15 seconds. Others toast tablets can be restarted by pressing power button. 
2. Don’t ever change Toast devices settings.
3. Don’t turn on Wifi on Toast hardware. Toast hardware is inter-connected with network ethernet cables, and cannot work properly on Wifi. For example, printers are only connected with Ethernet cables, and if you switch Toast tablets to WiFi, they won’t be able to connect to any of the printers and tickets stop printing.