Last updated: Jun 29, 2026, 1:53 PM
Troubleshoot a Toast handheld that won't connect to Wi-Fi, keeps disconnecting, or shows no internet on a self-managed network.
This article applies to customers who have a self-managed network for their Toast system (you do not use networking equipment provided by and managed by Toast). This article discusses what to do if your Toast handheld won't connect to your own Wi-Fi, keeps disconnecting, or shows no internet on a self-managed network, use this article to get it back online.
| Note: Before troubleshooting your equipment, open the Toast status page and check for an active incident. If a Toast service disruption is in progress, do not unplug, restart, or reset any network equipment—service returns automatically when the outage resolves. |
Applies to: Toast Go® 2 handheld, Toast Go® 3 handheld, S1 Handheld, self-managed network
Requirements:
What you'll accomplish: Reconnect your handheld to your self-managed Wi-Fi network so it can take orders, accept payments, and send tickets to printers.
| Note: Because you manage your own network, Toast cannot see your network or look up your Wi-Fi password, so troubleshooting with Toast customer care is limited. For what Toast can and cannot help with, see Get Help With Self-Managed Network. |
Find your symptom in the table below and follow the matching section. If your symptom doesn't match exactly, start with Confirm You Have a Self-Managed Network.
| Symptom | Most Common Cause | Quick Fix |
| Handheld devices offline, but ethernet-connected devices are working as expected | Wrong network selected, wrong password, or a saved network is interfering | Confirm the network name and password with your IT contact, forget the network, and reconnect |
| Handheld keeps disconnecting during a shift | Device is switching to another saved network, or coverage is weak in that area | Forget all other saved networks, disable auto-connect on them, and check coverage where it drops |
| One handheld won't connect but others work | Device is on a different network, wrong Wi-Fi band, or an unsupported security type | Confirm it is on the same Wi-Fi as your working devices, set the band to 5 GHz, and reset network settings |
| Handheld shows Wi-Fi but "no internet" or won't print | Connected to a non-Toast or wrong network, or a firewall is blocking Toast | Confirm the correct network and that your firewall allows Toast traffic |
| Handheld won't connect to a hidden network | A hidden network name (SSID) needs manual setup | See Connect Toast Handheld to Hidden Wi-Fi Network |
| All handhelds and terminals are offline at once | Router or internet service provider (ISP) outage | Contact your IT team or ISP; see Outages and Disruptions: Troubleshoot Internet or Network Connection Issues |
Before you troubleshoot, confirm which kind of network your restaurant uses, because the steps are different.
You have a self-managed network if you supply your own router and wireless access points—Toast did not install or manage your networking equipment, and you signed a self-managed network waiver. On a self-managed network, you manage your own Wi-Fi name, password, and equipment.
If Toast installed and manages your router and access points, your network is Toast-managed. In that case, use Handhelds Not Connecting to Secure Network instead, because your Wi-Fi name usually ends in _SECURE or _TOAST and your password lives in Toast Web.
| Note: Toast does not store the Wi-Fi password for a network it does not manage. For a self-managed network, get your network name and password from your network manager, IT team, or ISP. |
If your handheld can't connect to your self-managed Wi-Fi at all, work through these checks in order.
Most likely causes (in order):
Steps:
Expected outcome: The handheld shows a Wi-Fi signal in the status bar, the offline banner clears, and you can take orders and send tickets to printers.
If your handheld connects and then drops the connection—sometimes during a single shift—the device is usually switching to another saved network or moving out of Wi-Fi range.
Most likely causes (in order):
Steps:
Expected outcome: The handheld stays connected to your Wi-Fi network throughout a shift.
If your other handhelds, terminals, or displays connect but one handheld will not, the issue is usually specific to that device's network settings.
Most likely causes (in order):
Steps:
Expected outcome: The affected handheld joins the same network as your working devices and comes online.
If your handheld shows a Wi-Fi signal but displays a "no internet connection" banner or kitchen tickets won't print, the device is usually on the wrong network or your network is blocking Toast traffic.
Most likely causes (in order):
Steps:
Expected outcome: The offline banner clears and tickets print to the kitchen.
| Note: If the handheld shows an "Obtaining IP address" error, the Wi-Fi has power but no path to the internet, which points to your router or access point. Contact your network manager, IT team, or ISP. |
If every handheld and terminal at your restaurant is offline at the same moment, the issue is upstream of any single device—usually your router or ISP.
Steps:
Expected outcome: Your internet connection is restored and your devices reconnect.
Your handheld won't connect to your own Wi-Fi network most often because it is on the wrong network, the password is incorrect, or a saved network is interfering. Confirm the network name and password with your IT contact, forget the network, reconnect, and confirm the Wi-Fi band is set to 5 GHz.
For a self-managed network, your Wi-Fi password comes from your network manager, IT team, or ISP. Toast does not store the password for a network it does not manage, so it cannot look it up for you (Toast will not be able to provide you your WiFi password)
Your handheld keeps connecting to the wrong network because that network is saved on the device and set to connect automatically. Forget every network except your current Wi-Fi network, and disable auto-connect on any network you cannot forget.
See Forget a Network on a Toast Device
When only one handheld fails to connect while the others work, that device is usually on the incorrect WiFi network, a different Wi-Fi band, or is hitting an unsupported security type. Confirm it is on the same network as your working devices, reset its network settings, and set the band to 5 GHz.
Toast's troubleshooting on a self-managed network is limited because Toast cannot see or manage your network. Toast can help with device-side steps and hardware, but network issues need your network manager, IT team, or ISP. For details, see Get Help With Self-Managed Network.
Toast cannot access or troubleshoot a self-managed network, so network problems are resolved by your network manager, IT team, or ISP. Contact Toast Customer Care if you have completed the device steps above and believe the handheld itself has a hardware problem.
Have the following ready before you contact Toast Customer Care:
To contact Customer Care, use the chat button in Toast Web, or call (617) 682-0225.