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i3CONNECT

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Get support
i3CONNECT

Main

How to use the Service Desk

Creating a support ticket
Creating an account for i3CONNECT Support
Setting your default language for i3CONNECT Support
Finding your answers in the Support knowledge base
Responding to Support tickets using email
Adding reference numbers to a Support ticket
Find a support ticket shared with you

Products & services

Installation & setup

Installation of displays, software and accessories

General Safety Precautions for Displays

Network Setup

Installing network certificates on i3CONNECT displays
Why you should connect your display to the internet
How to bridge your network on Windows 10 for i3CONNECT displays

Unboxing for Displays

Mounting & cabling

Magnetically mount pens to the display front
Setup and use the remote control
How to use different display connection ports
Maximum cable lengths we recommend
Supported HDMI CEC commands on CTOUCH displays

Installing the operating system

Install firmware with/without internet

Why you should install the latest firmware
Firmware update when installing display - Installation Wizard / internet / Over The Air (OTA)
Updating Firmware for your display using a USB device
Download the latest i3CONNECT display firmware (USB)

Choosing your user experience / software tools: i3CONNECT Studio or Google EDLA?
Installing i3CONNECT Studio

Install Windows 11 on an OPS computer

Enable TPM 2.0 in BIOS of OPS to install Windows 11
Which CTOUCH OPS supports Windows 11

Updating firmware

Formating USB storage drives

Format a USB-Drive in FAT32 format
Change a USB storage drive from GPT to MBR

Hybrid meeting room setup for i3CONNECT displays

Setup Microsoft Teams Rooms (MTR) for touch displays

Installing Microsoft Teams Rooms (MTR) cameras on a touchscreen
Enable Bluetooth and ultrasound beaconing for Teams Proximity Join for MTR (Microsoft Teams Rooms)

Customise the Studio experience

Installing apps on i3CONNECT displays

Dealer menu on i3CONNECT displays

Learn to use the display (Studio interface)

Working on Apple or Windows

Enable touch on Apple / Mac laptops (UPDD driver)
Using the on screen keyboard on an Apple / MacOS

Basics of display use

Turning a Display On or Off
Using the home interface of Studio

Present / share screen with touch

Share your laptop screen using a HDMI or USB-C cable
Share your laptop display using the Wireless Sharing app AllSync
Extend or mirror your laptop screen to an i3CONNECT display
Use Miro whiteboard on an i3CONNECT display
Unable to find displays when wireless casting on Windows / Samsung devices using Miracast (AirServer)

How to use the Internet Browser on an i3CONNECT display

Microsoft Teams meetings on an i3CONNECT display

Book / reserve a meeting room using Microsoft Teams
Starting a Teams Meetings from a touch display
Share your computer screen to a Microsoft Teams Rooms (MTR) enabled display
Enlarge your Teams call on a display that has no camera (BYOD - Bring Your Own Device)
Share your Teams call on a display with an attached camera (BYOM - Bring Your Own Meeting)

Zoom Room screen sharing and whiteboarding
Turning on the display for the first time

Maintenance

How to prevent / fix image retention (burn in)
How to clean my display (guidelines)

Display management with Cortex

Install and manage apps

Install and manage apps using Cortex remote management

Recommended apps

Recommended apps for Primary Education
Recommended apps for Secondary Education
Recommended apps for Higher Education
Recommended apps for Teachers
Recommended apps for Business users
Recommended apps for Trainers
Recommended apps for PDF annotating
Recommended apps for Maps
Recommended Apps for presentations
Recommended apps for Whiteboarding
Recommended apps for Polls / Quizzes
Recommended apps for education content
Recommended apps for Video Content

Install apps using .APK files using a USB device (stick)

Safety & Security

Protect Legacy CTOUCH OPS from Spectre & Meltdown
i3-Technologies Device Security: Firmware, User Profiles, and Secure Cloud Communications

Solve a problem (Troubleshoot)

Debug a display that appears to be malfunctioning

My device / laptop is not connecting to the display

Display does not switch to the connected device - Troubleshooting i3CONNECT displays
Connecting a laptop/device via USB-C or HDMI cable is not working; Black screen or no mirroring - Troubleshoot
Laptop screen is not mirroring whilst wirelessly sharing your screen (casting) using AllSync

Display or power issues - troubleshooting

Display will not power on
Display powers on / off automatically or repeatedly restarts
No image, colored bands, or flickering image after powering on your display
Motion sensors and display sleep timers don't work? Issue troubleshooting.
Prevent the display from turning off after inactivity

Touch is unresponsive - troubleshooting

Touch is unresponsive, not working as expected, has dead zones or is inaccurate - troubleshooting
Fix inaccurate touch input on Windows 10 for i3CONNECT displays

Audio issues - troubleshooting

Fixing sound issues in video conferencing apps (Microsoft Teams & Google Meet) on i3CONNECT displays using Google EDLA - Troubleshooting
No audio output, or distorted sound heard from the display's speakers - Troubleshooting

Internet / WiFi network connection issues - troubleshooting

Wired internet (LAN/Ethernet) is not connecting on the display
Wi‑Fi is not connecting or you cannot create a hotspot from your display
Which server addresses / ports should be whitelisted (firewall settings)

Fix apps that are causing issues - troubleshooting

A Google app I downloaded from the Play Store is not working as expected
Clear the cache and data from an app on i3CONNECT Studio

Firmware update failed to install or froze - Troubleshooting
Perform a factory reset on i3CONNECT displays

Update system firmware via USB without remote
Find the serial number on your display or software
Find firmware version using 'device info' on the display - i3CONNECT / i3-TECHNOLOGIES (i3TOUCH)
Test RS232 and TCP-UDP control boxes and cables connected to i3CONNECT displays
Change the refresh rate of your Windows device when connected to the display

Capturing logs and support information for bug fixing

Capture logs with Logcat Reader for i3CONNECT Service
Download an Android bug report

Policy on defective pixels on an i3CONNECT display
Preventing static electricity when touching displays: causes, measures, and tips

Accessing the repair center documentation

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Installation & setup
Installation of displays, software and accessories

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Mounting & cabling

Magnetically mount pens to the display front
Setup and use the remote control
How to use different display connection ports
Maximum cable lengths we recommend
Supported HDMI CEC commands on CTOUCH displays

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Unboxing for Displays
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Magnetically mount pens to the display front

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