My Kiosk’s Touchscreen is Only Responsive in Certain Areas or is Not Responsive

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If the kiosk's touchscreen is only responsive in certain areas or not responsive to any touch, this article guides you through the process of ensuring the touchscreen is free from dust and debris and checking cables for proper connectivity

 

Please Note: These steps are for diagnosing issues on the Wondersign Catalog Kiosk App running on a 32" or larger touchscreen monitor. 

 

Getting Started

Ensure Touchscreen is Free from Dust and Debris

Touchscreen monitors with IR (infrared) technology use a series of infrared sensors that cast a invisible grid along the inside edge or bezel. When dust and debris accumulate in the bezel, it can sometimes interfere with the touchscreen's responsiveness. 

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Touchscreen monitors with PCAP (Projected Capacitive) technology use a conductive grid that recognizes changes in its electromagnetic field by the touch of a finger. These do not require a bezel, therefore, are easier to keep clean than an IR touchscreen.

capacitive-touchscreen-diagram.jpg

To ensure either touchscreen is free from dust and debris, please use a microfiber cloth (recommended) or a gentle application of canned air to clean the screen.

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If the touchscreen is still unresponsive after cleaning, please continue on to the next troubleshooting steps of this article, checking cables. 

 

Check Cables for Proper Connectivity

1. Access the Chromebox that is connected to the touchscreen, typically located in the kiosk stand. 
2. Ensure the following cables are secured in the back of the Chromebox:

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1. Power 2. Ethernet (if using WiFi, no cable will be attached)

3. USB (or)

3b. USB-C

4. HDMI
 

3. Remove the cable cover located on the back right side of the monitor to access the touchscreen’s connector panel.

4. Once removed, ensure the USB or USB-C cable from the Chromebox connects to the "Touch USB" port in the back of the touchscreen.

5. Follow the same process for the HDMI cable running from the Chromebox to the touchscreen.

6. Ensure the AC Power In is connected to an electrical outlet. 

Please Note: The ports used in the back of the touchscreen are indicated below (shown left to right - Power, HDMI and USB ports). The AC Power In connects to an electrical outlet, and the The HDMI and Touch USB ports connect to the Chromebox.

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4. Return to the touchscreen to ensure the kiosk is functioning properly.

 

If the kiosk is still not functioning properly, please continue on to the next troubleshooting steps: Recovery Process & Enterprise Enrollment (Chromebox 4 & Chromebox 5)

 

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