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Touch screen not working


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#1 Pinky

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Posted 06 July 2017 - 11:32 AM

Recently purchased a new FLX console. When I turned it on for the first time the touch screen is not working. I have run the front panel reboot test (holding down the setup key during the boot process) and this enabled the keys to light up when pressed but the touch screen is still blank. Has anyone seen this issue before and could offer advise on how to fix it.

#2 kgallen

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Posted 06 July 2017 - 11:48 AM

If it's new I'd get back in touch with the company who sold it to you as the first step.

 

When you say "not working" do you mean the screen is blank or the screen displays but the touch-ness does not work?

 

Do you know what version of software it's running?

 

Also you could PM(*) the serial number to Jon/Keith/Ed so they can follow up with any query.

 

 

Kevin

 

(*) Actually until you've had 10 posts I don't think PM is enabled. But I'm sure Ed or Jon will be along here in a very short time...



#3 Pinky

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Posted 06 July 2017 - 12:26 PM

Thanks Kevin for the quick reply

The screen just does not display anything at all. I am gapping it is a quick fix rather than having to return the desk as I need to use it on a show starting a week on Monday.

Mike

#4 kgallen

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Posted 06 July 2017 - 12:43 PM

Hi Mike,

 

So to ask a daft question, was the screen working when you first had the desk and now it's not working? Has the desk been dropped, bumped sharply etc in the meantime? Any event that you thing might have caused an internal cable to come loose etc?

 

If you're not on the latest software can you install that - or even any other version to see if it comes to life?

 

Have you got an external monitor and is that working?

 

Where are you located? If needed are you close enough to make a trip to Cwmbran (near Newport in South Wales, not that far from Bristol).

 

Ed and Jon seem to be on an extended lunch break today, as I would have expected Ed to jump on this thread pretty quickly.

 

Might be worth a call to Zero88 offices as they will probably be able to diagnose this quickly one way or the other:

 

Technical Support

Telephone: +44 (0)1633 833101

Email: support@zero88.com



#5 Edward- Z88

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Posted 06 July 2017 - 12:55 PM

Hi Mike,

 

Just replied to your support email.

 

As Kevin says you will have to go back to the dealer/distributor you purchased the console from for them to take a look, and give you a replacement.

 

Edward


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EdwardSmith@Eaton.com


#6 kgallen

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Posted 06 July 2017 - 01:15 PM

(Crikey Ed, if mine ever goes wrong, I hope it goes a bit better than that...  :wacko: Cwmbran is much closer to me than Brum...)



#7 Edward- Z88

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Posted 06 July 2017 - 02:09 PM

Haha it's a bit different if it fails after hours of use; as opposed to not working fresh out the box!  ;)

 

Edward


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#8 kgallen

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Posted 06 July 2017 - 02:14 PM

Yea sorry, I read the OP post several times today and he does clearly say for the "first time".  :ph34r:  Stupid question from me in #4! It really was a "daft question"!



#9 Uriahdemon

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Posted 08 July 2017 - 06:44 AM

Pinky........I would not be too hasty in immediately saying there is a technical fault with the desk.  I had the same problem with my desk when getting it new a few weeks back.  I persevered and the issue was the desk not seeing the touchscreen.  I updated the software and hey presto... it worked.

 

Is your touchscreen on the compatible list on the Eaton website.  Dont worry if it is not as this is being added to all the time.



#10 Edward- Z88

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Posted 08 July 2017 - 08:07 AM

Pinky........I would not be too hasty in immediately saying there is a technical fault with the desk.  I had the same problem with my desk when getting it new a few weeks back.  I persevered and the issue was the desk not seeing the touchscreen.  I updated the software and hey presto... it worked.
 
Is your touchscreen on the compatible list on the Eaton website.  Dont worry if it is not as this is being added to all the time.


Hi Mac,

Pinky's issue was the internal touchscreen wasn't working, not an external monitor.

Edward

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Product Support, Entertainment Lighting Controls

EdwardSmith@Eaton.com


#11 Pinky

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Posted 09 July 2017 - 02:53 PM

Thanks guys for your help. I have managed to fix the issue.

#12 Jon Hole

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Posted 09 July 2017 - 03:01 PM

Thanks guys for your help. I have managed to fix the issue.

 

Glad it's fixed! Out of interest, what was wrong?


Jon Hole
Product Manager, Entertainment Lighting Controls


#13 Pinky

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Posted 09 July 2017 - 03:11 PM

It was a loose connection inside the desk.

#14 Edward- Z88

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Posted 09 July 2017 - 05:05 PM

It was a loose connection inside the desk.


Oh ok thanks for letting us know! Glad you're up & running!

Edward

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EdwardSmith@Eaton.com


#15 Jon Hole

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Posted 09 July 2017 - 05:40 PM

It was a loose connection inside the desk.


Hi Mike, if you don't mind, please could you email me your serial number as I'd like to get this recorded as a "Customer Comment" so we can keep track in case there are any similar issues in the future.

Jon Hole
Product Manager, Entertainment Lighting Controls


#16 Uriahdemon

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Posted 29 July 2017 - 08:27 PM

Hi Mac,

Pinky's issue was the internal touchscreen wasn't working, not an external monitor.

Edward

oops, I am such a numpty  !!!





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