Get Help With Elo Guest-Facing Display

In this Article:

• Guest-Facing Display Overview
• Unresponsive Screen
• GFD Not Displaying Content
• GFD Mirroring Content
• GFD Card Reader Not Working
• Unable to Communicate With Reader Error

Guest-Facing Display Overview

A Guest-Facing Display (GFD) is a screen that sits in front of the terminal, either on a wedge or direct mount. That allows the guest to sign and view the items being rung up by the restaurant on the POS.

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Unresponsive Screen on the Guest-Facing Display

 If you have an Unresponsive Screen (GFD), it is most likely because the terminal has frozen. Below are the troubleshooting steps you will need to address this issue based on the primary device:

•  Power Cycle the device
  1. On the bottom right-hand side of the terminal, locate the Power Button
  2. Hold the Power Button down (Approx 10-15 seconds)
  3. Select Power Off
  4. Select Ok
  5. If the power cycle doesn't resolve the issue, unplug the power cable from the terminal for 5-10 minutes for a hard reset. Reconnect the cable and power on the deviceIf the power cycle doesn't resolve the issue, unplug the power cable from the terminal for 5-10 minutes for a hard reset. Reconnect the cable and power on the device.If the power cycle doesn't resolve the issue, unplug the power cable from the terminal for 5-10 minutes for a hard reset. Reconnect the cable and power on the device.If the power cycle doesn't resolve the issue, unplug the power cable from the terminal for 5-10 minutes for a hard reset. Reconnect the cable and power on the device.If the power cycle doesn't resolve the issue, unplug the power cable from the terminal for 5-10 minutes for a hard reset. Reconnect the cable and power on the device. 

If the device does not function after a Power Cycle, please proceed to the next step

•  Unplug the Power Cord to the tablet for 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 above steps do not result in the device working correctly, please proceed to the next step

• Power Cycle the device
  1. On the bottom right-hand side of the terminal, locate the Power Button
  2. Hold the Power Button down (Approximately 10-15 seconds)
  3. Select Power Off 
  4. Select Ok
• Disconnect the Micro HDMI Cable and the USB Cable from the GFD.
• Reconnect both the Micro HDMI Cable and the USB Cable to the GFD.

After both the Micro HDMI Cable and USB Cable have been reconnected, please power on the device.

If these steps don't fix your device, please contact us to arrange a return or discuss other solutions. 

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Guest-Facing Display Not Displaying Content

GFDs not displaying content are typically caused by loose connections or a setting on Toast Web. Please use the steps below to help in troubleshooting the device.
 

• Toast Web Settings
  1. Navigate to Toast Web
  2. Go to Payments > Checks & receipt setup > Guest display
  3. Select the GFD that's having the issue
  4. Select Screen enabled (RECOMMENDED)
  5. Select Save, then select Publish all changes
     1. Once these steps have been completed, you will need to Power Cycle the device. If the above steps do not result in the device working correctly, please proceed to the next step. 

• Please check the back of your Guest-Facing Display (GFD). For it to work correctly, ensure all three of these cables are securely plugged in:
  • Power Cord
  • Micro HDMI Cable
  • USB Cable

Note: All three connections are required for the GFD to function.

If these steps don't fix your device, please contact us to arrange a return or discuss other solutions.

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Guest-Facing Display Mirroring Content

 GFD mirroring issues typically come from how the device is plugged in. Please follow the steps below for guidance on how to address this issue: 

• Verify Settings within the Toast App

1. 1. Log in to the Toast App
   2. Select the Toast Icon top left-hand corner of the screen
   3. Select Device Setup
   4. Ensure that Force Mirroring of the Device on the Second Screen is Disabled 

If the above setting is set correctly and the GFD is still mirroring, please proceed to the next step.

•  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
  • Disconnect all three cables from the GFD 
  • Reconnect all three of the cords to the GFD
  • Plug in the Power Adapter for the GFD
  • Plug in the Micro HDMI Cable from the GFD to the ELO Terminal
  • Plug in the USB Cable from the GFD ELO   

To prevent issues, connect the GFD's three cords in the specified order, then power on your Toast terminal, open the Toast App, and go to the Quick Order Screen to test the GFD.

If these steps don't fix your device, please contact us to arrange a return or discuss other solutions.

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Guest-Facing Display Card Reader Not Working

Before you continue with the steps below, please make sure your Toast App is version 2.33 or newer and that Digital Receipts are enabled. If your app version is older than 2.33, you will need to upgrade it before proceeding.

 GFD card readers not allowing swiping or dipping of any kind can be related to a few different items. Please use the following steps to diagnose and resolve these errors:

• Ensure that you have an EMV eDynamo attached to the GFD. 
  • The GFD will only accept payments from an EMV eDynamo
• 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
  • Disconnect all three cables from the GFD 
  • Reconnect all three of the cords to the GFD
  • Plug in the Power Adapter for the GFD
  • Plug in the Micro HDMI Cable from the GFD to the ELO Terminal
  • Plug in the USB Cable from the GFD ELO 

To prevent issues, connect the GFD's three cords in the specified order, then power on your Toast terminal, open the Toast App, and go to the Quick Order Screen to test the GFD.

If the above settings are set correctly and the GFD is still not allowing swipes or dips, please proceed to the next step.

• Verify Settings
  • Navigate to Device Setup
  • Locate Payment Options
  • Ensure MSR is to Employee Pay
  • Ensure eDynamo is to Guest Pay

After verifying the above steps, please proceed to the Quick Order Screen for testing. 

If these steps don't fix your device, please contact us to arrange a return or discuss other solutions.

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Guest-Facing Display Unable to Communicate With Reader Error

If you attempt a payment and are met with an error that states "Unable to Communicate With Reader," please use the following troubleshooting steps to resolve the error. 

• Ensure that you have an EMV eDynamo attached to the GFD. 
  • The GFD will only accept payments from an EMV eDynamo
• Force Stop the Toast App
• 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
  • Disconnect all three cables from the GFD 
  • Reconnect all three of the cords to the GFD
  • Plug in the Power Adapter for the GFD
  • Plug in the Micro HDMI Cable from the GFD to the ELO Terminal
  • Plug in the USB Cable from the GFD ELO 

To prevent issues, connect the GFD's three cords in the specified order, then power on your Toast terminal, open the Toast App, and go to the Quick Order Screen to test the GFD.

If the above settings are set correctly and the GFD is still not allowing swipes or dips, please proceed to the next step.

• Verify Settings
  • Navigate to Device Setup 
  • Locate Payment Options
  • Ensure MSR is set to Employee Pay
  • Ensure eDynamo is set to Guest Pay

After verifying the above steps, please proceed to the Quick Order Screen for testing.

If these steps don't fix your device, please contact us to arrange a return or discuss other solutions.

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