Get Help With Elo V2/V3

Not sure what type of device you have? Check out this Toast Central article, Identify Your Toast Hardware for more information about different devices.
 

In this Article:

• Browser Not Responding Elo V2
• Locating IP Address
• ELO V2 Dim Screen
• Black Screen
• Touchscreen Response Issues
• Freezing ELO
• Fast Boot Mode
• Safe Boot Mode
• Power Button Unresponsive

Browser Not Responding Elo V2

 There is an issue with the first couple of ELO V2s and the browser being unresponsive or not behaving correctly. The most common issues you will see with these browsers are:

• Not allowing downloads
• Websites or pages are not loading fully 
• Not being able to use the back button on the browser 

To resolve this issue, you will be required to perform a Firmware Update on the ELO V2.

1. Exit the Toast app by selecting the circle button at the bottom of your screen. 
2. Navigate to Android settings and select System, and then About tablet.
3. On the About tablet screen, the Build Number is at the bottom of the list. This is the firmware version of the device.
4. If your firmware version is not 4.50.54+a or higher, please follow

If your device is either 4.50.54+a or higher and your browser is still unresponsive, please contact Toast Customer Care for further assistance and reference code #540.

Locating IP Address for an Elo V2

To locate the IP Address on the ELO V2/V3, you will need to get this info from the Settings Panel of the ELO V2/V3. 

1. Select the Circle button
2. Select the Up Arrow
   • The Up Arrow is located in the middle of the screen, towards the bottom 
   • It may also be easier to have the customer swipe up from the bottom bar on the screen to access this panel
3. Select Settings
4. Select Network

On the next screen, you will see the IP Address that is assigned to the ELO V2/V3.

ELO V2 Dim Screen

ELO has told us that there were some ELO V2s sent out with malfunctioning LCD screens. Below are troubleshooting steps to resolve these dim screen issues.

• Power Cycle the device
  • On the bottom right-hand side of the terminal, locate the Power Button
  • Hold the Power Button down (Approx 10-15 seconds)
  • Select Power Off
  • Select Ok  
  • If the device does not function after a Power Cycle, please proceed to the next step
• Unplug the power to the tablet for 5-10 minutes
  • Doing this will hard reset the tablet and allow for a fresh restart of the tablet 
  • This will not lose any data on the device and is safe to perform at any time
    • If the device does not function after unplugging the power, please proceed to the next step.
• Check to ensure Display Settings are set correctly
  1. Select the Circle button at the bottom of the screen.
  2. Select the Up Arrow located in the lower-middle of the screen or swipe up from the bottom bar on the screen.
  3. Select Settings
  4. Select Display

• The settings should be set as follows
  • Automatic Idle Mode (Set to On)
  • Brightness Level (Set to Users Liking)
  • Adaptive Brightness (Set to Off)
  • Wallpaper (Left Blank)
  • Backlight Off (Set to Never) 
  • Screen Saver (Left Blank)
  • Ambient Display (Set to On)
  • Font Size (Set to Default)
  • Display Size (Set to Default)
  • When Device is Rotated (Set to Rotate the Contents of the Screen)
  • HMDI Screen Orientation (Set to Default)
  • Screen Orientation (Set to Default)
  • Cast (No Selection) 

If all the Display Settings are set correctly and the steps above do not resolve the issue, please contact for further assistance and reference code #541.

Black Screen on an Elo V2

A black screen and unresponsiveness on your Elo V2 are typically due to a power surge or power outage. If your Elo V2/V3 has a black screen, let's go through a few questions to figure out the cause.

1. Does this happen during a specific time? 
   1. Examples of this: 
      1. Does it happen when you flip the device over for a signature? 
      2. Does it happen when you move the terminal?
      3. Does it happen when you tap the cords or the device?
   2. If you see this happening with any of the above situations, it is most likely the Power Cord causing the issue. Please check the Power Cord for any loose or damaged connections. Then check the outlet and the power port on the Elo to make sure the connections are firmly in place.
      1. If your power cord shows any signs of damage (such as fraying, cuts, exposed wires, or bent prongs), please stop using the device immediately to prevent potential safety hazards. You will need a replacement power cord. right away for assistance with obtaining one.
         
         1. If the Power Cord does not show any damaged sections, please proceed to the next step
      2. If the connection is loose, please reseat the end of the Power Cord so that you are firmly together, and attempt to power on the device
         1. Hold the Power Button down for approximately five to eight seconds. Doing this will turn the device back on
            1. If reseating the Power Cord does not resolve the problem, please proceed to the next step 
      3. If the screen is still black, first power down the device and then move the device to another outlet
         1. Doing this will help rule out that it is not the outlet that the device is plugged into causing problems
            1. If moving the terminal to another outlet does not resolve the problem, please proceed to the next step 
      4. Try another on the device

If the above steps do not result in the device working correctly, please , and we'll assist you in upgrading the firmware of your device.

Elo V2 Touchscreen Response Issues

If your Elo V2/V3 touchscreen isn't responding to touch, or if it's navigating to the wrong sections (which can happen if touch calibration is off), please follow the troubleshooting steps below to resolve this.

• Power Cycle the device
  • On the bottom right-hand side of the terminal, locate the Power Button
  • Hold the Power Button down (Approx 10-15 seconds)
  • Select Power Off 
  • Select Ok 
  • If the device does not function after a Power Cycle, please proceed to the next step
• Unplug the power to the tablet for 5-10 minutes
  • Doing this will hard reset the tablet and allow for a fresh restart of the tablet 
  • This will not lose any data on the device and is safe to perform at any time
• Turn your device back on and next, we’ll check to make sure that your Elo V2 device is on the latest firmware version. 
• Exit the Toast app by selecting the circle button at the bottom of your screen. 
• Navigate to Android Settings and select System, and then About tablet. 
• On the About tablet screen, the Build Number is at the bottom of the list. This is the firmware version of the device. Make sure that it’s 3.46.302 or higher. 

If your device is currently on 3.46.302 or higher and you continue to have issues with an unresponsive touchscreen, please contact Toast Customer Care and reference code #544.

Freezing ELO

  ELO terminals are just like any electronic device, and they can sometimes start to freeze or lag, making the user experience difficult. Below are steps to resolve this problem, but before attempting a fix, it is important to ask the following question: 
 

• Is the freezing happening only when using the Toast App, or is it with every application on the device?
  • If it happens only when using the Toast App, Log in into your device with your email and password. 
    • Open the Settings app and select Apps on your device. 
    • Find and select the Toast POS app. 
    • Select Force Stop and select OK when prompted. 
    • On the same page, select Storage. 
    • Select Clear Data and select OK when prompted
    • Note: On some terminals, Clear Data may be listed on the same page as Force Stop. 
    • Note: If you happened to take any credit card payments on a device before it crashed, double-check your sales on Toast Web to ensure that those payments are there.
  • If it is every app on the device or the device itself, please follow the steps below:
    • Power Cycle the device 
      • On the bottom right-hand side of the terminal, locate the Power Button
      • Hold the Power Button down (Approx 10-15 seconds)
      • Select Power Off 
      • Select Ok 
      •  If the device does not function after a Power Cycle, please proceed to the next step
    • Unplug the power to the tablet for 5-10 minutes
      • Doing this will hard reset the tablet and allow for a fresh restart of the tablet
      • This will not lose any data on the device and is safe to perform at any time Power Cycle the device

If the above steps do not result in the device working correctly, please , and we'll assist you in upgrading the firmware of your device.

Fast Boot Mode for Elo Terminals

Occasionally, ELO terminals will enter the Fast Boot Mode, which is an alternative recovery mode. However, this type of recovery mode will not allow the user to exit using the Home and Power buttons. Instead, you will need to power cycle the device by fully unplugging the terminal and plugging it back in.

Safe Boot Mode for Elo

Occasionally, Elo terminals will enter Safe Boot Mode, which is a diagnostic mode of a computer operating system. To exit this mode, power cycle your device.

Power Button Unresponsive for Elo V2/V3

The ELO V2/V3 has two buttons on the bottom right-hand side of the terminal. One is the Home button and one is the Power button. Sometimes these buttons can become unresponsive. To resolve these unresponsive buttons: 

1. Unplug the power for the tablet for 5-10 minutes
2. Doing this will hard reset the tablet and allow for a fresh restart of the tablet
3. This will not lose any data on the device and is safe to perform at any time

If the above steps do not result in the device working correctly, please  to arrange a return or discuss other solutions.