One corner not responding, or pen works but finger does not
When part of the screen ignores you, or one kind of touch works and another does not, the cause is usually something blocking the touch sensors or a setting, not a broken screen. Work through these checks in order.
Check for obstructions
Many interactive screens detect touch with sensors around the frame. Dust, stickers, tape, smudges or even a small object lodged in the edge can stop a corner working.
- Switch off the screen.
- Check the frame edges and corners for anything stuck on or in them.
- Wipe the screen and frame gently with a soft, slightly damp, lint-free cloth. Never spray liquid directly on the screen.
- Switch on and test again.
Check for bright light
Strong sunlight or spotlights shining at the screen can confuse some types of touch sensors. Try closing a blind or moving the light and test again.
One corner not working
- Test in the panel's own whiteboard, not through a laptop, to see if the problem is the screen or the connection.
- Draw a line from corner to corner and note exactly where it fails.
- Restart the screen and test again.
- If it only fails with a laptop, the problem may be calibration. Check touch settings on the laptop.
Pen works but finger does not
- Check for touch lock or a child lock setting.
- Look for a setting in your app that turns off finger drawing and allows pen only, as some apps have this.
- Make sure you are not wearing gloves, as thick gloves may not register.
- Restart the whiteboard app.
Finger works but pen does not
The pen may be the wrong type for your screen, or the pen tip may be worn. Try another pen and see if the problem follows the pen.
Photograph the problem
Take a photo of your test lines on the screen. It helps IT work out whether the fault is a sensor, a setting or software.
When to get more help
Ask IT if the problem remains after cleaning and restarting, or if one area is dead on every input. Tell them the model, the location of the dead area and which tests you tried.