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SimplicityTouch Troubleshooting Guide
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The SimplicityTouch (ST) will either be wall mounted or mounted to a mobile stand. To use the SimplicityTouch with the PC, you will need to connect the ST to the PC with a VGA cable (with stereo audio), a HDMI, or a DisplayPort.

 

At this point you will be able to mirror or extend the desktop image onto the ST. In order to use touch you will additionally need to connect the ST to the PC via a USB cable.

 

Remember to test all Touch, Video, and Audio issues in Standalone mode (press the Home button) before determining that a panel is defective. If it is working normally in Standalone mode, but not while using a computer or a different device, then the issue is almost always related to a cable/configuration issue and is NOT‚Äč the panel itself.

 

Remember to bring the USB Flash Drives with the different FWs and this guide to any on-site Recordex SimplicityTouch on-site visit.

 

  • Power and Boot Related Issues

    • Board does not appear to power on. The Power LED is not RED or BLUE. No LED Indicator light.

      • There are two power switches: a physical rocker switch located next to where the power cable connects to the panel and a soft standby power button located on lower front left of panel frame.
         
      • If the Power LED is not red then the board is either not getting power, the physical rocker switch is powered off, or a component is defective.
         
      • Make sure board is plugged into powered grounded 110V electrical outlet; Make sure physical rocker switch is on; Power LED should turn RED; then press power button on panel or remote; Power LED will turn BLUE and panel will begin boot process and display Recordex logo during boot process.
         
      • If no power LED appears, then it is likely that the fuse (located next to rocker switch) is blown/missing or the Powerboard is defective.
         

    • Panel is continuously showing the Recordex Logo. Board is hung up on boot process.

      • This may happen from time to time. If this happens it simply means something hung up during the boot process. Simply hard cycle the power (using physical rocker switch) and the panel should boot normally.
         
      • If hard cycling the power does not resolve the issue, then a forced FW update will need to be performed. If the forced FW update is unsuccessful in resolving the issue then the Mainboard is likely defective.
         
    • Power LED is Red, will not change to Blue after pressing power button.

      • Attempt to hard cycle the power.
         
      • If this has no effect, then attempt a forced FW update.
         
      • If the forced FW update is unsuccessful then the Mainboard is defective.
         
    • Power LED is Blue, but panel will not boot and backlight does not turn on.

      • Attempt to hard cycle the power.
         
      • If this has no effect, the attempt a forced FW update.
         
      • If the forced FW update is unsuccessful then the Mainboard is defective.
         
    • ‚ÄčThere is a picture of an Android laying on the ground with an error message “Operation failed!” or “a fatal error occurred”.

      • Press the “OK” 2 times consecutively on the remote control. So press “OK, OK” while pointing the remote at the panel.
         
      • If this doesn’t resolve the issue, then attempt a forced FW update.
         
  • Video/Audio Related Issues

    • Board is not displaying a video signal.

      • This is typically due to incorrect input being selected or a loose cable connection. Recheck cables, confirm input and try again.
         
      • Make sure the connected device is setup to output video signal: i.e. that it is turned on and if it is a PC that it is setup to project to external display.
         
    • The image from the attached computer is blank.

      • This is typically due to a loose/defective cable or a video setting. Check the integrity of the cable then check the external display settings in the computer.
         
      • Try both Mirror and Second Screen only options to see if you can get an image to display on the panel.
         
    • Audio is too quiet. It is limited to 50% and won’t go any higher.

      • The panel is equipped with a Mic Sound Mode that is designed to help prevent users from experiencing sound feedback when using a microphone with the panel.

        The Mic Mode will limit volume to 50% of max levels. You can disable this feature by pressing the S.M. Button on the remote to switch back to Standard Sound Mode.
         
    • The image from the attached computer is not filling up the entire screen, or it is stretched.

      • For optimum performance the output device (PC, Mac, AppleTV, etc) should be configured to output an HD resolution (1920x1080 recommended).

        If the device is not able to output at 1920x1080 then 1366x768 is next best option.
         
      • After device output resolution is properly set then use the zoom button on the remote control to cycle through the aspect ratio options.

        The panel should be set on Just Scan or 16:9. One of these settings should cause the image to fill the screen.
         
      • If the image is still slightly too large (i.e. it is extending slightly beyond the viewable screen area) then you will need to check the output device settings for an overscan option.

        For example, when initially configuring AppleTVs for use with the panel it is necessary to turn off overscan under display settings.
         
    • Image is “blue, or green, or red”.

      • This is usually due to a defective signal cable. Replace the HDMI/VGA/Display cable.
         
    • No Audio (Windows OS).

      • Make sure the audio cable is connected if you are using VGA with Audio (audio cable not required for HDMI connections).
         
      • Make sure audio levels are turned up to at least 50% on panel, computer, and application.
         
      • Right-click sound icon > playback devices. Right-click LED_MONITOR and click set as default device.
         
    • No Audio (Mac OSX).

      • Check cables/adapters.
         
      • Hold down the Option Key and click the Volume Icon in the OS X menu bar.
         
      • Select LED-MONITOR as the audio source. OR – Go into Settings and do the same.
         
    • Image is shifted to left/right and there is a black bar running down the opposite side. VGA Image Shift.

      • This is called a VGA Image Shift. To fix this, select the computer’s input, press the MENU button on the remote control.

        When the menu appears, you should already be in the PICTURE settings. Scroll down until you see “SCREEN” and select it by tapping on screen or using OK button on remote.

        Once the SCREEN menu appears, select “Auto Adjust” at the bottom and the image will be auto adjusted to fit the panel display.

        Upon completion, the computer image should appear full screen. You may need to power the panel off and back on to see the results.
         
    • The image displays shifted lines all the way across the screen while in standalone, tethered, etc.

      • Attempt a FW update and if the issue is still present, then the Mainboard is defective and will need to be replaced.
         
      • If the Mainboard swap does not correct the issue, then the Raw Display is defective and it will need to be shipped back to Recordex.
         
  • Touch Related Issues

    • The computer is connected, but Touch is not working. However, Touch is working in Standalone mode.

      • There are 2 cables that need to be connected. Both the display cable (VGA/HDMI/Display) as well as the USB connection from the Simplicity Touch to the computer.

        The USB must be secured and the driver installed on the PC (Note: The driver will install automatically upon USB connection for Windows & Chrome OS; For Mac OS X users the driver package needs to be installed).
         
      • If the touch isn't working after these steps have been addressed, check the TouchOut settings. With the computer’s input selected press the menu button, select the “Lock” tab at the bottom, scroll down to “TouchOut1/(2) to”, and ensure these are set correctly.
         
      • If the TouchOut settings are correct and Touch is still not working, then change to a different USB port on the PC.
         
      • If that still does not resolve the issue, you may have a USB cable that is too long or defective.
         
    • Touch not working in Standalone mode.

      • If touch is not working in Standalone mode at all then attempt a FW update.
         
      • If a FW update does not fix the issue, then the Touch Controller will need to be repaired or the Panel needs to be replaced.
         
    • Touch is defective / not working in certain areas.

      • Use the Touch Diagnostics program: Click Here. Find the defective areas, those sections of the IR Touch Frame will need to be replaced.
         
    • Windows OS computer and the touch is not calibrated.

      • It is possible that someone tried to calibrate the touch and failed. To reset the touch calibration go to: Windows Control Panel, Tablet PC Settings, Calibrate the Screen for pen or touch Input, and then choose “RESET” under calibration.

        If the RESET button is grayed out already then this is not the issue causing the calibration to be off.
         
    • Windows OS and the touch is way off even after resetting calibration.

      • If you are using a VGA connection, adjust the screen resolution from 1920 X 1080 to 1366 X 768 Use the Panel Remote Control and select the Zoom button. Just Scan will pick up the best fit.
         
      • If that doesn't resolve it, you can flip through the zoom options. Use the Projector Options and change from Extend or Duplicate to Projector Only.
         
    • The USB Cable is connected but I am hearing the “found new hardware sound” repeatedly; or I am getting “USB Device Not Recognized”.

      • Change the USB connection to a different port in the PC. The port is potentially not providing enough power and therefore causing the intermittent failures.
         
      • If it continues, change the USB cord. There is a chance that the PC may not be able to handle the long USB connection. In this case a powered USB hub may resolve the issue; or you can use a shorter USB cable or an active USB cable (booster cable).
         
    • I am using a Mac running OSX and the touch is not working.

      • Apple Mac OS X computers require a touch screen driver to be installed before they will work with a SimplicityTouch panel. The driver package is available from the RecordexUSA.com website on the ST-700 Support Resources page Click Here

        After driver is installed you may need to calibrate the touch. This is done easily by running the touch screen application and then clicking on Calibrate and following the steps on Screen.
         
      • If at some point the touch is extremely off then resetting the touch calibration points can be helpful. After resetting you may need to re-calibrate.
    • Touch works everywhere except inside the Google Chrome browser.

      • In some cases the Chrome browser needs to be "told" to enable touch events. To do this type chrome://flags into the omnibox and then scroll down until you see Enable touch events and change the setting to Enabled. This will enable touch events inside the Chrome browser.
         
  • Router Related Issues

    • Receiving “err_address_unreachable” when attempting to access Router Settings.

      • Settings > enter password > select network > tap “Ethernet” > tap “Advanced options” > tap “IP settings” > tap “Static IP”. For IP Address type in “192.168.123.1”, Gateway type “192.168.123.254”, Network prefix length type “24”, DNS 1 type “8.8.8.8”, DNS 2 type “8.8.4.4”.

        After selecting Next, Ethernet connected should appear at the bottom right. Attempt to access the Router Settings again.
         
      • If you receive the same error, go through the same process, except choose DHCP for IP settings. 
         
    • Cannot access Router settings.

      • Settings > enter password > select network > tap “Router Reset” > enter password again > select “OK”. Attempt to access Router settings again, if that fails, then perform another Router Reset.
         
      • If the Router settings still cannot be accessed, update the Panel’s FW.
         
      • If the FW update does not fix the issue, then the Router may be defective and will need to be replaced.
         
  • FW Update

    • Normal FW Update

      • Insert the respective USB drive containing the correct FW for the Panel, see above. Insert the USB into left/middle USB port on the front of the panel.

        With panel booted up, using the remote control, press the input button. With the inputs displayed, press “2580” to access the “Design Menu”.

        Select “Upgrade Main”. Wait for the panel to complete the FW update, do not unplug power or flip the power switch. Install APKs after the update is complete.

        Press Home button, tap Applications, open APK Installer, then Tap “Install” at the top right.
         
    • Forced Gen 1/2 FW Update

      • Hard power cycle the panel using the power rocker switch next to the power cable, if not done already. Insert the “ST-700 GEN1/2 FW” USB flashdrive into the side USB 2.0 port located on the right side of the panel.

        Hard power off the panel using the rocker switch next to the power cable. Press the volume up (vol+) button on the front of the panel. Keep the vol+ button held down (do not release the button) and turn on the panel using the rocker switch next to power cable.

        Keep the vol+ button held down for 5 seconds after the panel has been powered on. Then release the vol+ button. The power LED should start to flash red and blue indicating that the fw is being loaded from the USB drive. Leave the panel alone while the FW is loading.

        Do not power it off. After FW is loaded it will reboot and if the process is successful the panel should complete the boot process. Be sure to reinstall the APKs after updating the FW.
         
    • Forced Gen 3 FW Update

      • Hard power cycle the panel using the power rocker switch next to the power cable, if not done already. Insert the corresponding “ST-700 GEN3 FW” USB flash drive (based on S/N) into the side USB 2.0 port located on the right side of the panel.

        Hard power off the panel using the rocker switch next to the power cable. Press the power button on front of the panel and continue to hold it down for about 5 to 7 seconds.

        The power LED will turn blue and after about 5-7 seconds of continuously holding down the power button the LED will turn red. Release the power button when LED turns red. The LED will then blink blue/red and the FW loading screen will show on screen.

        Leave the panel alone while the FW is loading. Do not power it off. After FW is loaded it will reboot and if the process is successful the panel should complete the boot process. Sometimes the panel may appear stuck during FW update process.

        If this is the case then leave panel alone for 10 minutes and then power off and on panel using the power switch next to A/C plug. It will complete FW update process and reboot. Be sure to reinstall the APKs after updating the FW.
         

 

If none of these solutions help resolve your issue go ahead and submit a support ticket: Click Here

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