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

Description

If the kiosk is only responsive in certain areas, or not responsive, follow the below steps to resolve the issue. Please note, these steps are for diagnosing issues on the Catalog Kiosk running on a 42" or larger Touchscreen:

Quick Links

 

Ensure Touchscreen is Free from Dust & Debris 

Step 1

The touchscreen may become unresponsive as dust & debris collect on the screen. Use a microfiber cloth (recommended) or a gentle application of canned air to clean the face of the screen.

 

 

Step 2

The touchscreen uses a series of infrared sensors that run along the inside edge of the touchscreen. Ensure the edges (as indicated below) are also free from dust & debris.

 kiosk_1.png

Some touchscreen models also utilize an optical sensor on the inside corner of the touchscreen (see below). Please ensure the lens is also free of dust and debris.

  new_22.png

 

If touchscreen is still unresponsive, refer to the other troubleshooting steps in this article.

 

 

 

Check Cables for Proper Connectivity 

Step 1

Access the Chromebox that is connected to the ELO touchscreen, which is typically located in the kiosk stand.

 

 

Step 2

Ensure the following cables are secured in the back of the Chromebox:

 1.png

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

 

 

Step 3

Remove the cable cover located on the back right side of the monitor to access the touchscreen’s connector panel. Once removed, ensure the USB cable from the Chromebox connects to the "Touch USB" port in the back of the touchscreen. Follow the same process for the HDMI cable running from the Chromebox to the touchscreen.

The ports used in the back of the touchscreen are indicated below. Please Note: The HDMI & Touch USB ports connect to the Chromebox. The AC Power In connects to an electrical outlet:

Screen_Shot_2017-05-04_at_10.48.40_AM.png

 

 

Step 4

Return to touchscreen to ensure kiosk is functioning properly. If not, continue to the next troubleshooting process below.

 

 

Wipe & Re-Enroll the Chromebox

Parts Required

To resolve this issue, the Chromebox needs to wiped (factory reset) & reenrolled. Before starting, gather the following parts:

1. USB Keyboard

2. Paperclip

 

Step 1

Turn off the Chromebox by holding the power button down for 5 seconds. When complete the power light will be off.

 

 

Step 2

Connect a USB Keyboard to the front of the Chromebox, and put a paperclip into the recovery button hole:

 

 

Step 3

Press down the recovery button with the paperclip while turning on the Chromebox

Please Note: the image above is for an Asus brand Chromebox. The power button may look slightly different with a different model, but will be located on front or top of the Chromebox

 

 

Step 4

As the screen boots up, a yellow exclamation point will appear. Press Ctrl + D on the keyboard

done4.png

 

 

Step 5

When the below screen appears, press the recovery button with the paperclip again:

done5.png
 

 

Step 6

When the below screen appears, press the spacebar on the keyboard, then press Enter to confirm

done6.png
 
 
 
 
Step 7

Once Enter is pressed, the below screen will appear, and the Chromebox will reboot

new_1.png

 

 

Step 8

Once powered on, the Chromebox will display the first setup screen. Press the Tab key on the keyboard to navigate to the "Select a Network" section. After configuring your WiFi connection, tap on "Continue":

done.png

Please Note: If you are using a wired LAN connection, there is no need to choose a WIFi network; the Chromebox will connect automatically

 

 

Step 9

Please read the Google OS Terms carefully, and then hit “Accept and Continue”

done1.png

 

 

Step 10

On the login screen appears (see below), press Ctrl + Alt + E on the keyboard to switch to the “Enterprise Enrollment” screen

done2.png

 

 

Step 11

Once on the Enterprise Enrollment Screen, enter the login credentials for Ashley Catalog Kiosk

done3.png

Login Credentials

User Name: bby-ashley@wondersign.com

Password: wondersign

 

 

Step 12

After successful enrollment, the below screen will appear. Press Enter to proceed

wipe_5.png

 

 

Step 13

The Chromebox will automatically install and launch the Catalog Kiosk application

new_2.png

 

 

Step 14

The Kiosk’s “Attractor Screen” will now be displayed, and the Kiosk should be fully operational.

clean_logo.png

 

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