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Touch is unresponsive, not working as expected, has dead zones or is inaccurate - troubleshooting

Symptom: The touch screen is unresponsive, registers touches inaccurately (e.g., higher up or diagonally), or has dead zones.

Possible causes

  • Incorrect Connection (in case of when using a 3rd party device): Ensure the touch cable (USB-A to USB-B) is correctly connected between the PC and the display. Verify the correct USB port is used corresponding to the HDMI input (e.g., HDMI 1 requires TOUCH USB port 9; HDMI 2 requires TOUCH USB port 1 => check the manual which ports are combined).

  • Firmware Issues: Outdated firmware or specific firmware versions might cause touch-related problems. Reinstalling the latest firmware is recommended.

  • Incorrect Mounting: If the display is mounted on a lift or wall mount without proper spacers, it can affect touch functionality.

  • Software Issues: Problems with specific applications like AllSync or outdated browsers can sometimes interfere with touch input.

Troubleshooting Steps

  1. Verify Connections (in case of when using a 3rd party device): Double-check the USB touch cable (USB-A to USB-B) connection between the display and the PC. Ensure that you are using the correct USB port that corresponds to the HDMI input.

Note: The number for TOUCH OUT does not always match the number for the HDMI. e.g. TOUCH OUT 2 could be for HDMI 3. Check the Datasheet to be sure or simply try other TOUCH OUT ports.

  1. Update Firmware: Ensure the display is running the latest firmware version. If not, perform a manual firmware update using a USB flash drive. Follow these instructions:
    Updating Firmware for your display using a USB device

  2. Check Touch Source Setting: In the display's menu, ensure the "Touch Source Switch" is set to "Android" and not "OUT." - this may vary per display.

  3. Inspect Mounting: If the display is mounted on a lift or wall mount, ensure proper spacers are used, especially if it's a Chromebook or a device with a different aspect ratio. Also ensure that there is enough area around the display for air to flow (especially if it was built into the wall or furniture).

  4. Check for Damage: Inspect the display for any physical damage, particularly to the touch frame or ports.

  5. Contact Support: If the issue persists, contact support with the serial number, firmware version, and a video demonstrating the problem.