AWS Outage Impacting Toast Systems (Offline Mode Checklist)

[katherine]

Hi Toast Community,

We are aware of a Third Party partner outage affecting multiple Toast Systems and are investigating. Your devices should automatically enter Offline Mode, allowing you to continue to place orders, print tickets and receipts, and take card payments. Until your connection is reestablished, please follow the steps in our offline mode checklist.

Subscribe to our system status page to receive real-time updates as we work to resolve the issue.

Katherine

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Update: We are beginning to see positive signs of recovery from our Third Party partner, and some Toast systems are beginning to operate normally. We are continuing work to bring systems back online. As you prepare to get back online, we recommend taking these recovery steps to help support a smooth transition.

[katherine]

Shift reviews can be updated once the devices are back online. Currently the process will be manual consolidation until the system is restored. Shift reviews can be completed later as long as it is within the business week. Here are some Offline Mode best practices for employees during Offline Mode:

• Review your Open, Paid, and Closed orders in the Payment Terminal.
• For any orders that need to be updated, select one terminal and complete all orders on the same terminal. Inform your teammates not to make any edits or change those same orders in other terminals.
• Pay attention to order numbers, as they matter especially in Offline Mode. In Offline Mode, any new order that you take will have a number sequence that will begin in the thousands. In normal operations, orders will begin with the number One each day and numbers will go in sequential order. The Toast POS will pick a number arbitrarily in the thousands, and orders will begin with that new sequence.
• Save all of your order receipts for cash-out purposes.
• Save any merchant copies for credit card transactions just in case your manager needs them.

[ErinBlackOak]

I was wondering the same 🤔

[cornettfarmfres]

My kitchen printer will not print the orders. We are in offline mode. How do I make this work? We are having to handwrite all tickets. HELP.

[katherine]

If a printer is not printing, there will not be a way to force it to print during the disruption. As a workaround, if the receipt printer is working as expected and a receipt printer is selected on the POS device being used, a receipt can be printed for the Kitchen as an alternative. The following article can be used to print receipts: https://central.toasttab.com/s/article/Reprint-and-Resend-Receipt-from-Payment-Terminal

[mik]

unacceptable.