Touch Issues:

(sometimes confused with “freezing” of device)

Check all cables are properly connected. Connect directly (no wall box/dock)

USB - B Cable required for touch on all external devices.

OPS - M: Test with USB mouse to see if touch is lost or device has crashed ("frozen")

Ensure ActivPanel touch port corresponds with HDMI input (e.g. HGMI1/Touch1)

Ensure touch is turned on using the touch lock button on the front of the ActivPanel.

Ensure firmware is up to date (Updates)

Test adi erent device (PC model, manufacturer, etc.) Rule out device.

Test touch with the Unified Menu or On - Screen menu - if not working Submit an IIQ ticket

Test adi erent port (HDMII[TouchlvsHDMI12/Touch2) isolate port

test adi erent cable (Promethean 3m cable recommended) rule out cable

If issues persist, submit an IIQ ticket include: ActivPanel Serial Number, device used, steps taken above, current touch firmware version, and any other relevant information.

Signal Issues:

Is the ActivPanel on the appropriate source?

Check all cables are properly connected/seated. Connect directly (no wall box/dock)

Test a di erent device (alternate PC model, manufacturer, etc.) — rule out device

Test a di erent port (HDMI vs HDM12) — isolate port

Test a di erent HDMI cable (Promethean 3m cable recommended) — rule out cable Are you using a "dongle" (e.g. Display port -> HDMI)? This could be at fault. Try a direct connection.

If issues persist, Submit an IIQ ticket

Screen Share Issues:

Restart your computer - Macs especially should be restarted regularly

 Check the privacy and Security settings on your computer. 

Make sure Screen Share is checked under Screen Recording, Accessibility, and Microphone. (You may need to make yourself an admin in order to do this.) 

Ensure that the panel is plugged into the ethernet. Refresh the panel ID and try to connect again

If you are trying to use Apple Play and do not see your panel in the drop-down menu, turn the wifi off and back on your computer to reload the nearby panels into the dropdown menu.

Display issues: (Lines on screen, shadows, etc.)

Check Signal Issues above to rule out device or cable.

Open an IIQ ticket and include: Activpanel serial number, photo of defect, different backgrounds (sites, windows, etc.) various resources, and any descriptive information.

A firmware update may be required.

No Power Issues: (panel won't boot)

Is rocker switch flipped? (is the LED on)

Is the outlet receiving power?

Unplug ActivPaneI, leave for a few minutes, plug back in.

Make sure the USB-C cord is unplugged from the panel when you try to turn it on.

Open an IIQ ticket and include: ActivPanel serial number, LED state - what happens to LED when power is pressed, and steps attempted above.

A firmware update may be required.