Current Position: Home > Support > Q&A
FAQ
Depending on the different situations, software and hardware may have the following problems. If the following answers still can’t resolve the problems, please contact our technical department.

(1) Touch failure
Failure: The touch screen is completely unresponsive.Solution:
a. Click and hold a finger in the middle of the touch screen for 3 seconds, and check if the touch screen can be awakened.
b. Check if the touch-screen configuration can be opened, if the system prompts chip version does not match, please re-install the software. Be sure to completely uninstall the previous installation files, and manually delete the TimeLink installation folder if necessary; and connect the touch screen before install the software. If the device cannot be detected, please re-plug the USB interface of the touch screen, and make sure that the USB interface and the computer are connected properly. Enter the Device Manager and check if the touch screen hardware can be found (unplug and plug the USB extension cable, and check if USB input device disappears or appears in the Device Manager).
c. Check if the software is properly installed, and check if the installation is incomplete due to registry protection by anti-virus software.
d. Check if the operating system is compatible with the current mode of touch operation; if the operating system does not support multi-touch, please select the Mouse Analog mode.
e. Check the status of the touch screen, right click My Computer and select Manage - Device Manager - Human Interface Devices, and check if it has TimeLink Multitouch Device and if the device is working properly. If the device does not have digital signature, right click on the device and click Uninstall to pop up the uninstall prompt box, and select “Delete all files of the software”; click OK to uninstall, and then install the latest software of the touch screen.

(2) Multi-touch function is invalid
Failure: Multi-touch is invalid.
Solution:
a. Tip(Pen Point Mode)identification does not support multi-touch.
b. Check if your system supports multi-touch.
Operating systems that support native multi-touch:
Windows7 Home Premium, Windows7 Ultimate,Windows 8
Operating systems that do not support native multi-touch:
Windows7 Home Basic, Vista Enterprise, Vista Business Edition,, Windows XP, Mac OS X
Operating systems that do not support touch operation:
Vista Home Basic, Vista Ultimate
Note: The above operating systems that do not support native multi-touch can achieve multi-touch through TUIO protocol.
c. Check if the software you are currently using supports multi-point, such as Microsoft Paint, IE and icons in the folders support multi-touch.

(3) Touch position inaccurate
Failure: there is deviation of the touch position.
Solution:
a. Check if the touch screen has a foreign body. If the touch screen surface has water drops or other soft substances stick to the surface, and misjudgment is made by the touch screen, just clear the water drops or substances. And then re-calibrate.
b. Check if the operating system is genuine, and OEM operating systems will affect the touch accuracy.
c. Open the "Table PC Settings" on the Control Panel, click "Reset" and confirm; if the "Reset" button is gray and cannot be clicked, you can first click on the "Calibrate", calibrate any point and confirm, then click "Reset."
d. If the desktop is set to portrait or portrait (flipped), to operate TUIO multi-point applications, the touch screen mode must be set to mouse.

(4) Broken line
Failure: In standard connection, the line drawn in the touchable region is discontinuous.
Solution:
a. The frame is damaged or blocked by foreign matters, leading to light blocking. Please wipe with alcohol and remove the foreign matters.
b. The touch screen is distorted in the installation process. Please disassemble and place the screen horizontally, re-install if it is tested to be qualified, and make sure that the screen fits with the display. If the screen is severely deformed and can’t be recovered, return to the factory for repair.

(5) Mouse bounce
Failure: In standard connection, the mouse has bounce of varying degrees when sliding in the touchable region.
Solution:
a. The frame is damaged or blocked by foreign matters, leading to light blocking. Please wipe with alcohol and remove the foreign matters.
b. The interference of ambient light is strong; eliminate the interference.
c. Touch screen is deformed severely; please return to the factory for repair.

(6) Line jitters
Failure: In standard connection, the horizontal line or vertical line drawn in the touchable region jitters.
Solution:
a. The interference of ambient light is strong; eliminate the interference.
b. Stylus tip is greater than 8mm.
c. Check if the Smooth value is set to the lowest; please set it to a higher value.

(7) Touch operation is invalid in certain part
Failure: In standard connection, touch operation is invalid in certain part.
Solution:
a. The frame is damaged or blocked by foreign matters, leading to light blocking. Please wipe with alcohol and remove the foreign matters.
b. Recalibrate

(8) USB device not be recognized
Failure: In standard connection, the "USB device not be recognized" bubble pops up.
Solution:
a. Re-plug the USB device, or restart your PC.
b. Check if the software is installed correctly.
c. Hardware failure; return to the factory for repair.

(9) Touch screen latency too high
Failure: While drawing a line, the line won’t follow the finger sliding and draw timely.
Solution:
a. Check if the Smooth value is set too high in Advanced Settings.
b. Then, check if the graphics driver and USB driver are compatible.