Trouble Shooting Question and Answer for Industrial Touchscreen LCD

Below is a listing of commonly asked Rackmount LCD KVM Keyboard questions and answers and basic troubleshooting steps for LCD, Keyboards and KVM. Keep in mind that this is just a select few of our thousands of questions and answers in our database. If you're encountering a more specific issue, please feel free to contact us at 1-888-483-2418 # 3 for Support.

1. What is the Serial Number?

2. What is  the Operating Environment?  (Location, ambient temp and humidity)

3. General Things

  • Did you try power cycling (turn the unit off, wait 1-2 minutes, and turn back on) the unit?
  • Is there power to the unit (LED lights, backlight etc…)?
  • Tried other Power and video cables or inputs?
  • Tried the unit in another location?
  • Tried different resolution and refresh (if on PC)

4. If the problem is power (unit going on/off)

  • What is the status LEDs doing?  (What is the color, and are they blinking, and what color and frequency)
  • Is the power in the area clean?  (e.g. are you running it off generator power, or there is heavy machinery)
  • For units with auto on, is the video source signal stable?  (Check cable, and computer sleep/power savings settings)
  • Is unit hot (temperature)?

5. If the problem is video image quality.

  • If the problem with the video image is black clouds.  This is a heat problem and not video image.
  • If the problem is perfectly round black circles.  This is air getting into the LCD panel, and is damage on the LCD screen.  [Will need to Replace the LCD panel]
  • If the problem appears to be debris or mineral deposits inside the LCD screen, this is a seal problem.  Either the unit is used in an environment it is not designed for, or there is a break in the seal.
  • Did you try setting the computer to a different resolution & refresh rate?
  • Did you adjust the image settings on the LCD OSD menu?
  • Did you try using different input source or video cables?  (What is the length, and type of cabling used?)
  • If you have another unit, can you swap the computers to the other unit?  Did the problem follow the display (LCD), or follow the computer/media player?

6. If the problem is related to Touchscreen.

  1. The first step in troubleshooting a touchscreen system is to determine whether the problem is related to the display, software, or hardware:
    • Do not confuse display problems with touchscreen problems—the two are unrelated.
    • Software problems are determined by a basic hardware functionality test. If the hardware transmits touch coordinates correctly, then the problem is with the driver or application software.
    • Hardware problems may be caused by the touchscreen, controller, cabling, power supply, or by the integration of the touchscreen components in the display.
    • The easiest way to verify a hardware failure is by substitution, if you have more than one unit to try.
  2. What is your OS Versions, how many bit?
  3. What is your Touch screen Driver Version? (You can find it on the Touchscreen driver software)
  4. Make sure has only one Touchscreen driver in your system. 
  5. Calibrate the TouchScreen
  6. If the touch screen still does not work, use Microsoft System Restore to restore the system to a time when it was working. If the touch screen never worked, skip this step.
  7. If A touch occurs next to the point touched, not at the point of touch
    If you suspect that touch functionality is not working correctly, go to the Windows desktop and press the wallpaper background. If the mouse pointer moves directly under the tip of your finger, touch functionality is working correctly. If the mouse pointer moves more than 1.3 centimeters (.5 inch) away from the tip of your finger, you should clean and calibrate the screen.
  8. If the touch screen still does not work, the computer should be serviced.
    Please get the following information ready before contacting iTech support at 1-888-483-2418
    • iTech Order No or Invoice no
    • Product serial number
    • Product model number