Outages and Disruptions: Troubleshoot Internet or Network Connection Issues

Troubleshoot Your Toast Networking Hardware
Troubleshoot in Offline Mode
- No Internet Connection
- No Network Connection
Additional Resources

Troubleshoot Your Toast Networking Hardware

If one or more of your Toast devices loses internet or network connection, your device will enter Offline Mode and a yellow banner will appear at the top of your screen. To learn how Offline Mode affects your POS operations, see Use Toast in Offline Mode.

Errors with your network equipment such as your router and access points typically stem from connectivity issues. These error messages indicate a connectivity issue with your network equipment:

No network connection.
No internet connection. You can keep taking orders and payments, but this device needs to reconnect to be fully operational.
Toast service disruption.
Oops, something happened when trying to contact Toast. Please try again.

This article covers the steps you can take to diagnose and resolve internet or network connection issues impacting your POS. Watch the video below, and follow the steps in this article to determine the source of the issue and get your system back online.

Troubleshoot your Toast networking hardware.

Troubleshoot in Offline Mode

If one or devices are offline and it's not related to a Toast system outage (see the to confirm), follow the steps below based on the yellow banner you see on your screen.

If your restaurant operates on a self-managed network and it is offline:

Confirm that all cables are connected.
If the issue continues, please contact your internet service provider (ISP) or the internal contact who handles your network. Toast can assist in basic troubleshooting, but we will be unable to resolve most self-managed networking issues. For more information, see .

No Internet Connection

If the yellow banner on your POS mentions no internet connection:

Verify your Ethernet cables have not become unplugged. You should plug cables back in if necessary, but do not unplug any cables.
Verify your printers and switches are all plugged in and turned on.
If you're using a POS or KDS, drag your finger from the top of the screen toward the bottom and double-check that the Wi-Fi is off. You should not be using Wi-Fi on your POS and KDS devices.
If you're using a Toast Go®, drag your finger from the top of the screen toward the bottom and double-check your Wi-Fi connection status. You should be using Wi-Fi for these devices, but you must be connected to the secured Toast network unless you have a self-managed network.
Check the lights on the back of your internet service provider (ISP) modem and Toast router. The second light on your Toast router will be a solid green light when the internet is properly connected.
If you see a yellow or red light on your Toast router, confirm the cable between your ISP modem and router is connected properly and clicks. This cable should be connected to the WAN 1 port on your Toast router.
If you do not see a light indicating internet connectivity on your ISP modem, contact your ISP and ask if they're experiencing any outages or how they can help troubleshoot. An internet connection in Toast cannot be re-established until the ISP is back online in your restaurant.

No Network Connection

If the banner mentions no network connection, it means only one of your devices (or a group of your devices) is offline:

Swipe down on the top of the screen to access Wi-Fi settings and ensure airplane mode is off on portable devices.
Confirm that the Ethernet cable is properly plugged into the POS and test it by using other ports or a cable tester.
Check for two indicator lights near cable connections: green light for power and a blinking orange light for activity.
Start with one device. It should have its Ethernet connection enabled and Wi-Fi disabled unless it is a handheld device.
- If you're using a POS or KDS, drag your finger from the top of the screen toward the bottom and double-check that the Wi-Fi is off. You should not be using Wi-Fi on your POS and KDS devices.
- If you're using a Toast Go®, drag your finger from the top of the screen toward the bottom and double-check your Wi-Fi connection status. You should be using Wi-Fi for these devices, but you must be connected to the secured Toast network unless you have a self-managed network.
Now trace the Ethernet cable away from the POS.
Verify the cable is not significantly bent, crushed, or torn along the way. If they are not of good quality, they may need replacing.
Make sure it is securely plugged in on both ends. Try not to unplug any cables unless completely necessary.
When you arrive at the other end, you might be at a printer, a switch, the wall, or your router.
Printers and switched should be plugged in and turned on. They will have another Ethernet cable that goes back further toward the router. Repeat the steps above to ensure that cable is of good quality and it is securely plugged in on both ends.
Access points (the white circle device on your ceiling) should emit a solid blue light.
If you get to the wall or your router and no issues have been discovered, you may have gone too far. The router is most likely not your issue (all devices would be in Offline Mode), so retrace your steps.
If you are still having issues with connectivity, do not unplug any Ethernet cables or restart the router.
Contact Customer Care in Support Center for further assistance.

Outages and Disruptions: Troubleshoot Internet or Network Connection Issues

Troubleshoot Your Toast Networking Hardware

Troubleshoot in Offline Mode

No Internet Connection

No Network Connection

Additional Resources for Offline Mode