Troubleshooting Your Touch Screen
This article will equip you with all the information needed to troubleshoot your touch screens effectively.
First and foremost, we need to make sure your hardware is properly connected. Begin by checking the touch cable is securely connecting the Media Player and Screen (this cable is separate from the HDMI). In the event you do not have a touch cable, contact us at support@troudigital.com and we can help source one.
If the touch cable is connected, there is likely an issue within the software, therefore head to the TrouDigital Studio and login. As you know, we call individual pieces of content a Creative (hence why they are stored in Creatives). These Creatives get brought together in Playlists, which in turn get sent to each Screen within the Screens tab.
Follow these steps to troubleshoot your Touch Screen in the TrouDigital Studio.
Go into the Playlist you’re showing on your screen. Identify the Creative where the touch interactions aren’t working, and hover over it. You’ll notice a calendar icon appears – click on that.
There will be two tabs: Scheduling and Events. Click Events, and proceed to enable touch events (so the switch goes blue). If you only want the Creative to play when there is a touch interaction, tick the box that says ‘Play Only On Event’.
If this doesn’t fix the issue, open the Creative so it appears in the Studio. The purple boxes illustrate touch-enabled areas. If there are no purple boxes, you need to use the Touch widget to map out where you want the content to be touch-enabled.
Once the widgets (purple boxes) are in place, click on each one to open the widget’s settings (on the right). Here, you can dictate what you’d like to happen when someone touches it (e.g. launch webpage). Make sure you’ve filled out the information that identifies where you’d like it to go (e.g. webpage URL).
The next steps are only relevant if you show a touch dashboard that links multiple Creatives. Repeat Step 2 for every Creative within the Touch Dashboard, ensuring that the box that says ‘Play Only On Event’ is ticked for all Creatives except the Homepage.
This next step is crucial. Ensure that every Creative you want to appear within the Touch Dashboard is in the same Playlist. If a Creative isn’t in the Playlist, you’ll be unable to link the Touch widget.
Once every Creative is in the Playlist, you want to repeat Step 4 for every Creative within the Touch Dashboard. When you are choosing the outcome of the Touch Event, choose ‘Go to Creative’. This will open another drop-down, which is where you choose the Creative you’d like to link it to. Remember, if a Creative isn’t in the Playlist, it won’t appear in this drop-down.
Once you’ve followed all these steps, update the Playlist and make sure you’ve sent the correct Playlist to your Screen (in the Screens tab). If this is the case, your touch content should now be working correctly.