Get Help With Self-Managed Network

In this Article:

• What We Cannot Do for Self-Managed Networks
• What We Can Do for Self-Managed Networks
• Use the Device Report With Self-Managed Networks
• Use the Printers & Cash Drawers Page With Self-Managed Networks

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.

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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.
• Explain what a self-managed network means for your business and set clear support expectations early in the conversation.
• Reseat cables in their original ports to avoid altering a network we do not manage.
• Power cycle Toast devices - this won't reset any settings, and it won't remove any payments.
• Guide you to relevant troubleshooting resources and share step-by-step articles to help you resolve the issue. Here are a few helpful resources to get you started:
  • Set Up Your Wireless M30 Printer on a Self-Managed Network
  • Change the Static IP Address on Your Printer

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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.

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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.

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