Get Help With Your Toast Flex 14

Step-by-Step Toast Flex 14Troubleshooting Guide

Terminal and Card Reader Issues

My Toast Flex terminal won't turn on

Watch the video below or follow the troubleshooting steps to resolve Toast Flex power supply issues. If your monitor won't turn on, these troubleshooting steps are a good place to start. 
 

1. First, inspect your power adapter cable. This is the cable that plugs into the printer that powers your Flex terminal via the USB-C® to USB-C cable, or it'll be plugged directly into your Flex terminal.
   1. Check if there's a green light on the adapter. If there's no green light, make sure the power outlet has power. If the wall has power but there is no green light on the power adapter, the cable end is frayed, and/or the rubber coating on the entirety of the cable is not intact, the power cable may be the issue, and should be replaced. Contact Toast Customer Care to receive a replacement.
   2. Retrieve another known working power cable if you have one, and try powering the terminal on with it to validate if the terminal turns on. If it does not, contact Toast Customer Care to receive a replacement terminal.
   3. If the wall has power and the cable appears to be fully intact, proceed to step 2.
2. If your Flex terminal plugs into a Toast printer, follow the instructions below. If your terminal plugs directly into a wall outlet, continue to step 3.
   1. Unplug the USB-C cable from your terminal’s stand, and then take the power adapter from the printer and plug it directly into the bottom of your terminal’s stand. Try to power on the terminal.
      
      
      
      
   2. If the terminal powers on, the USB-C cable is the issue and should be replaced. Please contact Toast Customer Care for further support. In the meantime, route printing to another printer while you wait for your replacement cable.
   3. If the terminal doesn’t power on, move on to step 3. 
3. Loosen the two thumbscrews on the backplate (pictured below) and remove the backplate.
   
   
   
   
4. Place the terminal upside down on a microfiber cloth or other soft surface to avoid scratching the screen.
5. Unplug the orange-labled cable picture below, and then directly plug the cable from the power adapter into this power port located under the stand.
   
   
    
6. Try turning on power to the terminal.
    

If your Flex terminal powers on and the Toast logo is visible, that means that the stand is broken. If your Flex terminal still won’t power on, your terminal itself needs to be replaced. Contact Toast Customer Care and reference code #504.

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I have power to my Toast Flex, but there's no Ethernet connection

The USB-C to USB-C cable runs from the Toast Hub or Toast Printer to the base of the stand. This cable carries both power and internet (Ethernet) to the tablet. Watch the video or follow the steps below to troubleshoot if your Ethernet connection isn't working:
 

1. First, inspect your Ethernet cable and power cable. Make sure that each end isn't frayed and that the rubber coating is completely intact. If either cable is frayed or the rubber coating is damaged, you may need to replace that particular cable. If both cables pass this inspection test, continue to step 2. 
2. Try reseating the Ethernet cable and power cable by unplugging them and replugging them into their respective ports under the stand.
3. Turn on the power.
4. Open an internet browser and enter www.toasttab.com. If the website loads, you've resolved the issue. If the website fails to load, continue to step 5. 
5. Navigate to Settings on your device, and select Ethernet 0 (USB-C) or Ethernet 1 (RJ-45) depending on the type of cable you're using.  
6. Select Ethernet.
7. From here, make sure the IP settings are set to DHCP and not Static. Then select Save. 
8. Make sure that the Ethernet setting is toggled On using the toggle bar on the top right of your screen.
   1. If both the WLAN and Wi-Fi are enabled, this will cause conflicts for your internet connection. For instructions, visit this Toast Central article: Disable Wi-Fi on Hard-Wired Devices.
9. Try opening the browser again and enter toasttab.com. If the website loads, you've resolved the issue. If the website fails to load, continue to the next step.
10. Try switching your ethernet cable to a known working cable and see if an internet connection gets established. If it doesn't, please contact Toast Customer Care and reference code #502.

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My Toast Flex's screen isn't functioning properly

If your touchscreen feature is not working, or the screen is flickering, watch the video below or try these troubleshooting steps:
 

1. Make sure your firmware is up to date. You can check this by first navigating to Settings. 
2. Scroll down and select About device.
3. Then, check the Build number. 

Make sure that the Flex firmware version/build number is above 2.0.14. If your firmware is up to date and your screen has dead pixels, shows decolorized or white lines, or the backlight doesn't seem to be illuminating the screen (even if the brightness level in your settings is turned all the way up), please contact Toast Customer Care and reference code #503.

Note: If your restaurant uses self-managed devices, your firmware will be different from this version, and you should not update the firmware.

How can I make my Toast Flex work in portrait mode?

To change the orientation of your Toast Flex display, follow the following steps:
 

1. Go to Settings, and then select Display under the Device section. 
2. Select Display direction. 
3. Make sure the Auto toggle in the top right corner is toggled off. When this is toggled off, other display direction options will appear.
4. From here, select your desired display orientation, including portrait mode. 

I can't use touch on my Toast Flex for Guest

In order for your Toast Flex for Guest to work, it has to be enabled for your restaurant. To do this:

1. In Toast Web, navigate to Payments > Checks & receipt setup > Guest display.
2. Select the name of your Toast Flex device.
3. For the Turn on Guest Display Screen setting, select Enable Guest Display screen.
4. Save and publish your changes.

My Toast Flex for Guest goes to sleep when my terminal times out to the clock-in screen

On the back of your Toast Flex for Guest, there's a power button you can press to turn the screen back on. However, to eliminate this issue altogether, follow these steps:
 

1. Go to Settings on your Toast Flex terminal, and then select Display under the Device section. 
2. Select Backlight. 
3. Set the timer to Never. 

My Toast Tap™(Direct Attach) isn't reading chip cards

First, ensure EMV is turned on by following these steps:
 

1. On the main menu of the Toast app on your Toast Flex terminal, navigate to Setup > Device Setup.
2. Scroll down and select EMV Enabled. 
3. Select Yes and save your changes. This may prompt you to perform a card reader update. If so, update the reader. 

If you've confirmed EMV is enabled but your Toast Tap™still won't read chip cards, make sure guests are inserting their credit cards the correct way. Dip cards should be inserted with the stripe facing the tablet and the chip facing away. 

For more troubleshooting steps, check out this Toast Central article: Get Help with Card Readers.
 

My Toast Flex for Guest on-counter (wedge) doesn't work 

The cable for the Toast Flex for Guest wedge mount carries power, data, and video over a single cable. This means that it can't be coiled as tightly as other regular cables and must be routed straight out of the base of the stand. 

 

Printer and Toast Hub Issues

Once I've connected my Toast Printer, how do I set it up?

To learn how to set up your Toast Printer for your Toast Flex 14, check out this Toast Central article: Printer Setup Overview.