Get Help With REF Code 106-1 Device Error

• Why am I seeing this error message on our Elo V3 device: “REF Code 106-1”?
• I’m seeing this error message on my Elo V1 device: "REF Code 106-1". What should I do?
• What does the REF code 106-1 device error message mean?

If you’re seeing a “REF Code 106-1” error message on your screen, it means that your device requires a firmware update. To ensure that your device meets Toast’s safety and security standards, we highly recommend that you update your device's firmware.

Select your device's model number below and follow the steps accordingly.

• Elo V2/V3
• Elo V1

Update Your Elo V2/V3 Firmware

1. Open the Toast POS app.
2. Then swipe up to display the Android navigation bar.
3. Select the home button.
4. From the Android home screen, navigate to Settings and select About tablet.
5. Scroll down to the bottom of the page until you see your device firmware’s build number.
   1. If your device’s firmware version number is equal to or higher than version 3.46.302, navigate back to the Toast passcode login screen. Then, enter your passcode to view your device’s pending firmware update.
   2. If you do not see any pending updates, this may mean that a previous update request was submitted, but was canceled and/or did not push through. In this case, the “Update Now” button will be displayed again in eight hours. Alternatively, you can trigger the update immediately by following these steps:
      1. First, uninstall and then reinstall the Toast app.
      2. Once completed, log in to your Toast account with your email address and password.
      3. Then, enter your passcode. You may need to wait for several minutes for the passcode screen to be displayed. When the update prompt appears, select Update Now. 
         1. If your Elo i-Series 1.0 's build number is equal/or lower than 3.26.77, you will be prompted to install the Elo support application before installing the update.
            1. To install the Elo support application, select Install Support Application. Then, select Next and then select Install. A progress bar will appear showing you the status of the update
               1. Note: Do not unplug your cables and monitor while the update is in progress.
6. Once the update is completed, repeat steps 1-4 to ensure that your device’s firmware has been updated to the latest version 3.46.302 or higher.
   1. If your device fails to update, please contact Customer Care.

Update Your Elo V1 Firmware

1. Open the Toast POS app.
2. Then swipe up to display the Android navigation bar.
3. Select the home button.
4. From the Android home screen, navigate to Settings and select About tablet.
5. Scroll down to the bottom of the page until you see your device firmware’s build number.
   1. If your device’s firmware version number is lower than version 1.44.15, navigate back to the Toast passcode login screen. Then, enter your passcode to view your device’s pending firmware update.
   2. If you do not see any pending updates, this may mean that a previous update request was submitted, but was canceled and/or did not push through. In this case, the “Update Now” button will be displayed again in eight hours. Alternatively, you can trigger the update immediately by following these steps:
      1. First, uninstall and then reinstall the Toast app.
      2. Once completed, log in to your Toast account with your email address and password.
      3. Then, enter your passcode. You may need to wait for several minutes for the passcode screen to be displayed. When the update prompt appears, select Update Now. 
         1. If your Elo i-Series 2.0 tablet's builder number is 1.26.24 or lower, you will be prompted to install the Elo support application before installing the firmware update.
            1. To install, select Install Support Application. Then, select Next and then select Install. A progress bar will appear showing you the status of the update
               1. Note: Do not unplug your cables and monitor while the update is in progress.
         2. If your Elo i-Series 1.0 tablet's builder number is higher than 1.26.24, you may be prompted to remove the Elo support application before installing the firmware update. If this occurs, select Uninstall Support Application. When prompted, select OK and enter your Toast passcode to continue with the firmware update. 
6. Once the update is completed, repeat steps 1-4 to ensure that your device’s firmware has been updated to the latest version 1.47.17 or higher.
   1. If your device fails to update, please contact Customer Care.

Replace Faulty Hardware (RMA)

• If customer is unable to complete the installation due to their device failing to update, you can process an overnight RMA request even if their device is out of warranty.
  • Note: You must first check if customer is eligible for an RMA before processing this request.
  • If customer’s device is from a reseller, follow the steps outlined in Playbook - Reseller RMA and Warranty.

Ref Code 106-1: Talk Tracks

• "You are seeing this reference code because the device you are on needs a firmware update. Firmware updates may take a few minutes to download and install. Do you have time to do this now while we're on the phone? I can walk you through the steps."
  • If customer says yes: Ask the customer "Can you please confirm for me if you’re using an Elo V1, Elo V2, or Elo V3 device?
  • ​​​​​​​​​​​​​​If customer says no: Advise the customer "I understand, you will need to update the firmware soon to make sure the device meets our safety and security standards. When you have time to process the update we have a great article on Support Center that walks through the update process and includes photos. Of course, if you need additional support you can always call our Customer Care team."