Summary

Certain Elo Android devices may require a one-time factory reset after applying the latest Over-the-Air (OTA) software update. This requirement ensures compliance with Google SafetyNet and only affects specific devices and software versions.

Applies To

Note: This requirement applies only to devices running Android™ 8.1 (GMS).
It does not apply to devices running Android™ 8.1 (AOSP) or any other OS versions.

• I-Series 3.0 for Android™ with Google Play Services
• Elo Backpack® 3.0 with Google Play Services
• PayPoint® Plus for Android™ with Google Play Services

Why is this happening?

To comply with Google SafetyNet requirements, devices running software versions earlier than 4.62.xx may enter a lock or recovery state after updating. This is expected behavior and will be resolved by performing a factory reset.

How will I know if my device is affected?

After applying the OTA update, affected devices may fall into one of the following two modes:

1. PIN Prompt on Startup
   • The device displays a screen requesting a PIN at startup.
   • This PIN is non-existent and cannot be bypassed.
   • Resolution: Follow the steps in this article to perform a factory reset from Android Recovery:
     How do I perform a hard reset of my Elo Android device?
2. “Device Cannot Start” Message in Android Recovery
   • The device fails to boot and loads directly into the Android Recovery screen with a message that it cannot start.
   • Resolution: Follow the on-screen instructions in Android Recovery to perform a factory reset.

What happens after the factory reset?

Once the reset is complete, the device will:

• Boot into the updated software version.
• Resume normal operation.
• Not require any additional resets for future updates.

Is this a recurring issue?

No. This is a one-time requirement for devices on versions earlier than 4.62.xx. Once updated and reset, future OTA updates will install without this behavior.