Touch Monitor Issues
This article discusses various issues related that show symptoms through the touch screen monitor. Note that in many cases it is not the actual touch monitor component that is the root of the problem.
Issue: Screen is black (no image)
See this short video to confirm the connections and status of the LED on the back of the monitor:
Summary of the video
Open the Value Add Center and note the section of the monitor with the buttons and the LED.
In version 1 monitors, the LED faces outward:
In version 2 monitors, the LED and buttons face upward:
Normally this LED should be a solid green.
If the LED is red, this typically indicates a hardware problem with the control board inside the monitor.
It might also indicate that there is an HDMI connection problem. Check the HDMI cable connection to make sure it's securely plugged in, or try using a different HDMI cable.
If the LED is flashing green, unplug the 12Vdc power jack at the back of the monitor (see photo below), wait a few seconds and then plug it back in.
If this doesn't fix the issue, trying resetting the monitor by pressing and holding the small power button next to the flashing LED for about 10seconds. Then unplug the 12Vdc power jack from the back of the monitor for 10 seconds. After waiting 10 seconds, plug the power cable back in, and if the monitor's status LED is red, press the monitor's power button once to turn the monitor back on.
If this does not fix the problem, trying swapping the 12V power supply between the two monitors to see if the problem follows the power supply or stays with the touch monitor.
If the LED is solid green, and yet the screen is still black, it is likely a software issue. Try rebooting the Value Add Center. Contact support if the issue persists.
If the LED, is completely off, it's a power issue.
Confirm that the 12Vdc jack from the power supply adapter is fully plugged into the back of the monitor.
Also confirm that the AC cord is plugged in snuggly into the power adapter (photo below):
Below is a a photo of connections at the back of the touch screen Monitor (bottom of the monitor).
Ensure all connectors are fully connected:
Issue: the screen flickers occasionally
Contact support and report screen flickering. We'll send you a replacement part to correct this issue.
Issue: No response to touch, LaundroPortal shows "Touch Monitor - USB Touch not detected"
If the screen shows the normal images but is unresponsive to touch, first ensure that the USB cable is fully connected between the touch screen and the main control board.
After confirming this, if the screen is still unresponsive to touch inputs, try using a different USB cable to connect the monitor to the VAC control board.
If a known good USB cable does not correct this issue, you can contact support to report the issue, as there may be a firmware update or a replacement part needed.
Issue: The screen says "Loading...."
This means that some piece of software may have frozen. This is very rare problem.
First try rebooting the power to the Value Add Center.
If that doesn't help, there might be an issue with the main VAC control board.
See the video in our VAC Offline and Internet Issues article to check that the VAC board is functioning properly.
If that doesn't help, take a photo of the internal connection of the Value Add Center and contact support.
Issue: Touch events are delayed
Observation: it takes a few seconds for the screen to change or respond whenever you make some selection on the screen.
If this delay is strictly related to the touch inputs; for example when you place the laundry card onto Card Holder, the screen changes quickly without any issues.
If this is the case, then this should be resolvable through a remote software update. Please contact support.
Issue: All responses are delayed
Observation: changes to the screen appear delayed in all cases - whenever you touch the screen, or insert your laundry card, or insert a bill.
If this observation is true, then this could be related to a hardware issue on units in a particular production batch. Contact support.
Issue: Screen just shows the Laundroworks logo
Try rebooting the Value Add Center (either manually by unplugging the power, or through the Laundro Portal's reboot command).
Contact our support team so we can preform a software update to correct this issue.
Issue: Screen is Completely White/2-Toned
If your VAC's touch monitor looks like the picture above, there is likely an issue with the touch screen monitor itself and the entire monitor needs to be replaced.
Contact our support team with a picture showing what your display looks like.
In some cases, if your monitor was originally displaying a 2-Toned white screen like the picture above, but after an extended period of time, the monitor starts to dim and eventually become extremely dim.
This is a part of the same issue that causes the white 2-toned screen, and indicates a touch screen monitor issue that requires a replacement touch screen monitor to correct.
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