What We Cannot Do for Self-Managed Networks
We don't swap ports with cables to any devices; SMNs may have specific ports for specific devices.
We don't reset or power cycle any routers or modems; if anything goes offline, we will not be liable for that device.
We don't give any network advice beyond consulting with the restaurant's IT team to be safe.
What We Can Do for Self-Managed Networks
Toast will provide software and hardware support to the fullest extent possible without having access to your network.
Basic hardware troubleshooting for non-networking equipment, as outlined in knowledge base articles, should always be performed.
Let you know what it means to have a self-managed network and set expectations for what we can do early on in the call.
Reseat cables in the same port that they were in - we don't want to change anything on a network that we don't manage.
Power cycle Toast devices - this won't reset any settings, and it won't remove any payments.
Inform you on how to locate troubleshooting articles. Send you articles to guide you through troubleshooting steps. Below are some helpful articles that you can use:
Use Device Report With Self-Managed Networks
When troubleshooting your device's connection, we'll check two key things. First, we'll confirm that your device is connected to the correct Wi-Fi network, making sure its network address matches your other Toast devices. Second, we'll verify that all your Toast devices are showing the same network address (subnet) for their recent connections, which helps us understand if they're all communicating properly on your network.
Use the Printers & Cash Drawers Page With Self-Managed Networks
When you're troubleshooting your network, the Printers & Cash Drawers page in the Toast app can show you the IP addresses your Toast devices are using, which helps confirm their network connection. However, please remember that these IPs can be manually edited in the app, so they might not always be accurate.
To ensure you have the correct IP addresses, it's always best to print a Status Sheet directly from your printer. If you see different network addresses (subnets) listed, definitely rely on the Status Sheet for the most accurate information.