Customer Display Screen (CDS) Touchscreen Troubleshooting Guide

This guide applies to the following touchscreen issues:

• Touchscreen is completely non-responsive

• Touch input is inaccurate or offset

• Touch points are registering in the wrong location

• Touchscreen only responds on part of the screen

Important Notice

Do NOT perform Windows Updates at anytime! In some cases, Windows Updates may replace touchscreen drivers and complicate diagnosis. If Windows has recently been updated, please inform Volcora Support.

Step 1: Check Device Manager

1. Open Device Manager.

2. Expand Human Interface Devices (HID).

3. Verify whether the touchscreen is recognized by Windows (typically listed as a HID-compliant touch screen).

If the Touchscreen is Recognized

1. Open Tablet PC Settings in Windows.

2. Select Calibrate and follow the on-screen instructions.

3. For incorrect touch points or touch offset issues, perform the calibration process completely and save the settings.

4. Test the touchscreen again.

5. Additionally, use the attached WindowsStudioITS video and the below WindowsStudioITS tool to capture data and calibrate (please record and save the data to share with our support team, record a video of data capture):  https://firebasestorage.googleapis.com/v0/b/volcora-products.appspot.com/o/POS%2FTouchscreen%20Tools%2FWindows_Studio_ITS_V1.0.13.4_20250213(1).zip?alt=media&token=881628c6-b7fa-4e26-98f5-2f5f9f2b8ad1

If the issue persists, proceed with the following options:

Option A – Reimage the Terminal

• Reimage the terminal using a known-good Volcora recovery image.

• Reinstall all required drivers and software.

• Test the touchscreen functionality after imaging is complete.

Option B – Touch Firmware Update

• The CDS may require a touchscreen firmware update.

• Contact Volcora Support for the latest HEX firmware file and update instructions.

Step 2: If the Touchscreen is NOT Recognized

If no touchscreen device appears in Device Manager, the issue may be related to:

• Loose or disconnected touch cable

• Faulty touch controller

• Defective touch panel

• Hardware connection issue

Please:

1. Power off the terminal.

2. Open the terminal enclosure following service procedures.

3. Inspect all touchscreen-related cables and connectors.

4. Verify that the touch USB cable and display cables are fully seated.

5. Reseat any loose connections and test again.

Step 3: Contact Support

If the touchscreen remains non-functional or continues to register incorrect touch points after completing the above steps, please contact Volcora Support.

Depending on warranty status and applicable service policies, Volcora may provide:

• Remote troubleshooting assistance

• Recovery image and driver package

• Firmware update files and instructions

• Replacement parts

• Depot repair service

• Exchange or advance replacement options

To help expedite support, please provide:

• Product serial number

• Device Manager screenshots

• Photos of internal cable connections (if opened)

• Description of the issue

• Troubleshooting steps already performed

• Confirmation of whether Windows Updates were recently installed

• Confirmation of whether the terminal has been reimaged

This information will help our technical team identify the root cause and provide the fastest resolution.