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Rapport bogue: Touchscreen stops responding

Reproduction

The touchscreen monitor, Dell P1824HT, we have attached to the system randomly looses touch functionality. It happens ONLY when SiteKiosk is running. When logged on as an Administrator the touchscreen functionality has never been lost. Can happen multiple times a day but usually at least every other day. The system is connected to a KVM switch so when there is a loss of functionality, using the KVM mouse and keyboard, simply logging off the SiteKiosk user returns touchscreen functionality - no restart of the system is required.

This has been happening since we acquired your product in early July of 2019. We've had multiple configurations and interfaces, Start Screen square buttons as well as the IE Metro interface we are currently using, and it only happens when SiteKiosk is running.

Power management has been disabled on the monitor as well as all USB devices.

Description

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Réponse: (11)

Re: Touchscreen stops responding 02/10/2019 15:44
Hello,

Thank you for submitting your findings. However, SiteKiosk does not influence the touch screen installation. This issue would apply to the Windows system and its drivers or maybe any user dependent setting (not SiteKiosk software). Based on your previous troubleshooting attempts, you could check the Windows Event log and also if the issue happens in "Auto Start" mode under your Restricted User account. To do this, you would start in the Admin Account, open System Security Manager and "Unprotect" the Restricted User Account. Log out of Admin account and Log into the Restricted User Account. There, you can check the Windows event logs or ensure the driver works. If there is a driver software needs to be ran. You can check that as well. Please remember to reprotect the account when finished.

https://www.provisio.com/en-US/CustomerSupportCenter/ArticleDetails.aspx?ArticleID=5826

Sincerely.
Re: Touchscreen stops responding 03/10/2019 16:35
Maybe you misunderstood the issue. The touchscreen does work, it just stops working at random times when SiteKiosk is active, sometimes within minutes and sometimes hours later. It continues to not work until the SiteKiosk user is logged off.
Re: Touchscreen stops responding 03/10/2019 16:56
Hello,

I am aware steps you took to review this. If this only happened while SiteKiosk is active, did you check Windows Event logs under the Restricted Account for any records related to the driver for that device? Do you know of any display specific software that would crash because SiteKiosk is running? Can you tell what model device is this? This is not a known issue regarding to SiteKiosk.

Best regards.
Re: Touchscreen stops responding 03/10/2019 22:48
I was giving a demo to my customer today and the touchscreen stopped working 3 times during the 45 minute presentation!

Log information is below. The only software running on the system, which is dedicated to SiteKiosk, is the SiteKiosk application. We are not starting any applications with SiteKiosk (you should be able to see that via the attached configuration file). The dedicated computer running the SiteKiosk software is a Dell Latitude 5591 and the touchscreen is a Dell P2418HT 24" monitor running Windows 10 version 1903 with the latest patches from Microsoft. The monitor is connected to the computer via HDMI and USB cables. The monitor provides 2 USB ports that are not being used.

The only relevant event related to SiteKiosk user was yesterday - I've corrected the issue following a procedure found on the Internet. I believe this to be unrelated since there were three failures today and this event was logged yesterday


Log Name: System
Source: DistributedCOM
Event ID: 10016
Level: Warning
User: VIRTTECH\SiteKiosk
OpCode: Info
Logged: 10/2/2019 12:26:07 PM
Task Category: None
Keywords: Classic
Computer: virttech

The machine-default permission settings do not grant Local Activation permission for the COM Server application with CLSID 
{C2F03A33-21F5-47FA-B4BB-156362A2F239}
 and APPID 
{316CDED5-E4AE-4B15-9113-7055D84DCC97}
 to the user VIRTTECH\SiteKiosk SID (S-1-5-21-3391647772-4252545175-8742419-1003) from address LocalHost (Using LRPC) running in the application container Microsoft.Windows.ShellExperienceHost_10.0.18362.387_neutral_neutral_cw5n1h2txyewy SID (S-1-15-2-155514346-2573954481-755741238-1654018636-1233331829-3075935687-2861478708). This security permission can be modified using the Component Services administrative tool.


After logoff/logon cycle there are event log entries that contain the detail below, AFTER logon (4 entries all with the same information):

Log Name: System
Source: Win32k (Win32k)
Event ID: 267
Level: Information
User: N/A
OpCode:
Logged: 10/3/2019 4:00:20 PM
Task Category: None
Keywords: Classic
Computer: virttech

Touch/Touchpad Hardware Quality Assurance verification succeeded.
Re: Touchscreen stops responding 03/10/2019 23:18
Hello,

Thank you for the detailed follow up. I was able to do some research and found a similar issue regarding to touch features with that specific monitor. You will need to use both video and USB connectors for actual usage. You may need to allow the touch screen to awake Windows in the device settings. See PDF link and review pages 9 and 52. Please ensure to check in Start Once then Auto Start mode.

http://downloads.dell.com/manuals/all-products/esuprt_display_projector/esuprt_display/dell-p2418ht-monitor_user%27s%20guide_en-us.pdf

Hopefully this helps.

Best regards.
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