Touch Monitor Issues

This article discusses what to check for if you're experiencing any issues related to the Touch Screen Monitor on a VAC kiosk equipped with a touch screen:

Use the Table of Contents to jump to the troubleshooting steps for your specific monitor issue.

Issue: Touch Screen is showing a completely blank/black image

A monitor that is completely blank/black indicates that the touch monitor is either powered OFF, or is not getting an HDMI input signal to display on the screen.

First thing to check is if the Touch Monitor is powered ON.

Check the Power LED light on the back of the monitor itself.

Open the Value Add Center and locate the monitor's status LED on the top of the monitor itself.

Depending on the version of your monitor, this status light will appear in a different spot at the top of the monitor:

On version 1 monitors, the LED faces outwards (towards the back of the VAC):

On version 2 monitors, the LED and buttons face upwards (towards the ceiling):

When the monitor is working correctly, this status LED should be solid GREEN at all times.

(when the monitor is powered ON the status light goes GREEN, and should stay GREEN if it's receiving an HDMI signal).

 - If the Monitor's status LED is completely OFF, this normally indicates a power issue.

Press the power button on the Monitor to see if the Monitor's status LED turns ON.

If the LED goes GREEN and stays GREEN, check the monitor to see if it's now displaying an image correctly.

If the LED remains OFF when pressing the power button;

Confirm that the 12Vdc jack from the monitor's power supply adapter, is plugged into the back of the monitor securely;

and that the power supply itself is plugged into the VACs power bar securely:

 

If the monitor's power supply is plugged in correctly, and the monitor's status LED remains OFF when pressing the power button;

it's likely the monitor's power supply is faulty, the power bar plug it's using is faulty, or the monitor's power input has suffered a hardware issue.

 - If the Monitor's status LED is solid RED, this indicates the Monitor is powered OFF

Try turning the Monitor back ON, by pressing the power button on the top of the monitor

(usually the middle button, beside the status light itself; but some models may have the power button on the far right side - the power button will be labeled with the power symbol ""):

 - If the LED is flashing RED;

this typically indicates a hardware problem with the control board inside the monitor itself.

Contact our support team for troubleshooting help with this issue.

 - If the LED is solid GREEN;

yet the screen is still blank/black, it is likely a software issue.

Try rebooting the Value Add Center (unplug power for 2 seconds, then plug the power back in).

Allow the VAC a couple minutes to boot back up, then check the Laundro Portal to see if you have any error messages related to either the VAC being offline, or an error message related to the touch monitor itself (see below for a few examples):

If the monitor's status light is GREEN, but there is still no image AND you're seeing an error message on the Laundro Portal, you'll want to troubleshoot the Laundro Portal error first, as this could be the reason the touch monitor isn't displaying any output.

Below is a link to our article that discusses different Laundro Portal error messages you may see:

Reader and Value Add Center (VAC) Error Messages

You will find additional information about specific Touch Monitor related error messages below in this article;

But if the issue persists, please contact our support team for additional troubleshooting help.

 

 - If the LED is flashing GREEN;

this could also indicate a hardware problem with the control board inside the monitor.

Try resetting the monitor by doing the following:

  1) Press and hold the Power button on the monitor for 10 seconds:

Once you press the power button, that status light may change colours, but continue holding the power button for the full 10 seconds.

  2) Unplug the power cable from the monitor:

After holding the power button for 10 seconds, unplug the monitor's power cable and leave it unplugged for about 10 seconds.

  3) Plug the monitor's power cable back in, and check the monitor's status light to see what it's doing.

- If the Monitor's status light is now a solid GREEN, check to see if the monitor is working correctly again.
- If the Monitor's status light is now a solid RED, press the power button once to turn the monitor ON.

- If the Monitor's status light is still flashing either colour, you can try the reset procedure one more time, but this likely indicates a hardware issue with the monitor itself.

Issue: VAC status displays "Touch Monitor - HDMI connection not detected"

This error is usually related to an issue with the HDMI cable connecting the touch monitor to the VAC control board:

Make sure the HDMI cable is fully plugged in to both the Monitor and the VAC's HDMI port.

If the cable is plugged in correctly, try re-seating this cable by unplugging it on both ends, and plug it back in to reseat the cable; then power the VAC OFF for 2 seconds, then back ON to see if that corrects the issue.

If the error remains, this usually indicates there's an issue with the HDMI cable itself.

Replace the HDMI cable with a known working cable and test to see if that clears this error message (reboot the VAC after replacing the HDMI cable).

- If the error remains when using a known working HDMI cable

unplug the HDMI cable from the VAC control board, and plug this cable into a laptop (or any equipment that can provide an HDMI output), to see if the monitor can output an image from a known working HDMI source.

- If the monitor CANNOT output an image from a laptop with a known working HDMI source

then there is likely an issue with the touch monitor itself.

- If the monitor IS able to display an image from a laptop with a known working HDMI output

then there is likely an issue with the VAC control board's HDMI output.

Contact our support team for additional troubleshooting help.

Issue: VAC status displays "Touch Monitor - USB Touch not detected"

This error is usually related to an issue with the USB cable that connects the touch monitor to the VAC control board:

 

Try re-seating this USB cable by unplugging it from the touch monitor, and plugging the cable back in.
You will also want to re-seat this USB cable where it plugs into the VAC control board.

(it will be plugged into 1 of the USB ports on the VAC control board itself):

Once you've re-seated this USB cable, reboot the VAC kiosk (unplug it from power for 2 seconds, then plug the power back in).

Once the VAC boots back up, check to see if the error message has cleared, and if the touch inputs are working again.

If the error is still present, try using one of the other available USB ports on the VAC control board (if they're all populated, simply swap the USB cables so the touch monitor's USB cable is using a different port).

Then reboot the VAC again and check to see if that's corrected the issue.

If the error is still present, replace the USB cable with a known working USB cable, and then reboot the VAC to see if a working USB cable has corrected the issue.

If you're still running into the same issue, when using a known working USB cable, and you've tried the different USB ports on the VAC control board;

it's likely the issue is being caused by the USB port on the touch monitor itself, and the touch monitor would need to be replaced to correct this issue.

Issue: VAC status displays "Touch Monitor Software Output Error (check monitor)"

This usually indicates there's an internal error related to the system controlling the touch monitor.

Try rebooting power to the kiosk. If the problem persists after the reboot, try pushing a VAC software update to this specific VAC, via the VAC Command's page (CMD button for this specific VAC):

If the problem persists after a VAC power cycle and a VAC software update, the issue is most likely cause is the touch monitor itself; however it is recommended to contact our support team for additional troubleshooting help with this error.

Issue: VAC status displays "Touch Monitor controller box not detected"

You will typically only see this specific error, if your VAC is equipped with a VAC3 (1st generation) control board.

These control boards use an external touch Monitor Controller to control the output to the touch monitor (unlike the newer VAC4 control boards, which have the monitor controller built into the main control board itself):

Below are a couple of pictures showing what the external touch monitor controller looks like:

 

Inspect the Monitor Controller to confirm it's powered ON

(there should be a RED status light showing if it's receiving power correctly)

The Monitor Controller receives power from a USB cable just below the power LED status light:

- If the Monitor Controller has NO power indicator showing

check the USB power cable to ensure it's plugged into power correctly.

If it's connected to power, but the power indicator is still not illuminated, this generally indicates an issue with the power USB cable, or a hardware issue with the monitor controller itself. Try using a different USB-B cable.

If a known working USB cable still doesn't power ON the monitor controller, the VAC control board will likely need to be replaced (the new VAC4 control board's have the monitor controller built into it).

- If the Monitor Controller's power indicator IS illuminated

check the data USB cable to ensure it's plugged into 1 of the VAC control board's USB Ports:

If the data USB cable is connected correctly, try moving it to the other USB port on the VAC control board (if the other port is populated, simply swap the USB cables between the 2 ports.

If swapping the USB ports does not correct the issue, it's likely there's an issue with the data USB cable, or the monitor controller has suffered a hardware issue.

Try using a known good USB cable to connect the Monitor Controller to the VAC control board.

If that doesn't correct the issue, it's likely the Monitor Controller has suffered a hardware issue, and the VAC control board will likely need to be replaced (the new VAC4 control board's have the monitor controller built into it).

Issue: VAC status displays "Touch Monitor - Entirely not detected"

This error indicates that the VAC control board is unable to detect that a touch monitor is connected to it.

First try rebooting the VAC kiosk to see if that corrects this issue.

If the error remains after the reboot, check the Monitor's USB cable, and HDMI cable, to confirm that both cables are connected to the VAC control board correctly:

- If the cables were NOT connected correctly

connect both the USB and HDMI cables correctly, then reboot the VAC and check to see if the error has now cleared.

- If the cables ARE connected correctly

Try pushing a VAC software update to the VAC via the Laundro Portal's remote command's page (CMD button for this specific VAC):

Once the VAC software update has completed, the VAC will reboot automatically.

After the reboot, check to see if the error has cleared.

If the error persists, contact our support team for additional troubleshooting help for this specific error.

 

Issue: the Monitor image flickers occasionally, or shows issues with image color/image consistency

      

These issue are usually the result of either a bad HDMI cable, or a hardware issue with the touch monitor itself.

First try using a known good HDMI cable to see if that corrects the image issue.

If the issue persists, try using a laptop (or any other equipment that can provide an HDMI output), to see if the touch screen image issue is the same when providing the monitor with an HDMI output from a different HDMI source.

If the screen also has the same issue when a different, known working HDMI source, is providing the HDMI output; then the issue is with the touch monitor itself, and it will need to be replaced.

If the image issue only happens when the monitor is connected to the VAC control board, and you've already tried using a known working HDMI cable;

it's likely the issue is with the VAC control board's HDMI output. Contact our support team for additional troubleshooting help for this issue.

Issue: The screen says "Loading...."

This is a very rare issue that usually indicates that some piece of software may have frozen.

Try rebooting the power to the Value Add Center.

If that doesn't correct the issue, take a photo of the internal connection of the Value Add Center and send them to our support team for analysis.

Issue: Touch events are delayed

To clarify the observation - it takes a few seconds for the screen to change or respond whenever you make some selection on the screen.

The delay would be strictly related to reacting to touch inputs;

if you place the laundry card onto the VAC's Card Holder, the screen changes quickly and there are no issues - the delay is only present when reacting to touch inputs.

If this is the case, then this should be resolvable through a remote software update. Please contact our support team for this issue.

Issue: Everything is delayed

To clarify the observation - changes to the screen appear delayed in all cases (whenever the screen is reacting to touch inputs, or when the screen is reacting to a laundry card being inserted into the VAC's card holder, or when a bill is inserted into the bill acceptor).

This issue may be related to a hardware issue related to a particular production batch.

Contact our support team to troubleshoot this specific issue. 

Issue: Screen just shows the Laundroworks logo

You can reboot the Value Add Center (manually by unplugging power for 2 seconds, then plugging the power back in), or through the web Portal's remote commands:

If your VAC is equipped with an external touch Monitor Controller, or a VAC3 control board;

it's possible this issue is being caused by 1 of these 2 components:

 

If rebooting the VAC kiosk doesn't correct this issue, or you're VAC is equipped with any of the 2 above components, contact our support team for additional troubleshooting help for this issue.

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