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.

[carrisa]

Hi @au79teahouse thanks for sharing this feedback. I'll make sure it gets to our product team.

[LauraMarie]

so we were unable to do our shift reviews today when we closed. We bagged up all the money for individual servers and it looks like we should be able to do shift reviews tomorrow. What will happen if we have the same servers working tomorrow as we did today? Will it show shift reviews individually? Is there any protocol or warnings you can give me with this. I’m sorry I know you guys have had a tough day today thank you for trying to answer all the questions.

[John_Okain]

I read somewhere that if you are not doing your shift reviews today you need to contact support so that they can turn off the auto settle at 4am. or you will come in tomorrow to a big headache... or at least you would not be able to make an edit if needed...

If you're in Offline Mode and your system is set to auto-capture payments overnight, this is something you want to be mindful of. If the service disruption is network or ISP-related, then Toast will not be able to capture payments until the device comes online and Toast receives the stored transactions. If the service disruption is Toast-related, then the captures still get processed but there may be a delay of settlement timelines based on payment partner-related dependencies.

[rcmck]

The problem is it would only change on that device if it was allowed (currently).  I think once they complete the full offline local sync this will be possible. Actually, today might be a good day to ask how is that coming along?  Happy we are closed today but I feel bad for those who were not. 

[au79teahouse]

The problem is it would only change on that device if it was allowed (currently).  I think once they complete the full offline local sync this will be possible. Actually, today might be a good day to ask how is that coming along?  Happy we are closed today but I feel bad for those who were not. 

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The full offline local sync was working great. Operational wise, my team couldn't even tell there was an ongoing service disruption. Printers and KDS were working fine. Payment processing was no problem at all. But I don't see orders placed on difference devices are synced in real time locally yet. Two things that bothered me during the service disruption:
1) Quick edit as mentioned earlier. We couldn't bring items/modifiers back that were marked out last night. We had to constantly create open food items/special requests and keyed in names and prices.
2) We couldn't open the cashier's drawer during offline mode. Well, I guess it is part of my fault because I misplaced the keys. 😞

Overall, I think Toast actually does a very good job on the local hub. Much better experience than the outage we had couple years ago.