Introduction

This article is a guide for troubleshooting issues with the touchscreen on a 365 MM6 kiosk.

The Microtouch touchscreen in MM6 kiosks allows the user to access their account and make purchases, as well as adjust settings on the kiosk. This article discusses how to troubleshoot when the display is not displaying an image or responding to touch.

Common Issues

The most common issues are the screen being black or not responding to touch. These are addressed below. Prior to taking the below steps, please power cycle the PC to make sure it has been reset and is not causing the issue.

Tools

Extension Cord
Displayport Cable
Spare Power Supply (if available)
Voltage Tester (optional)

Black Screen/ Screen Not Showing an Image

Test Power for the Touchscreen

First, make sure the kiosk is powered up. The touchscreen has a separate power supply (power brick) located inside the base of the MM6 kiosk. Check the window on the back of the kiosk at the bottom: the Power LED should be lit up green, and the display should show line voltage at approximately 120 Volts.
Make sure the PC is powered up by checking the blue light on the power button.
Make sure the barrel connector is fully plugged into the screen and the silver collar on the power connector is fully tightened.
If the screen is still not displaying an image, check the power brick in the base of the unit. The power supply has a small green LED that should be lit. If it is not lit, make sure the AC power plug is firmly plugged into both the brick and the Cyberpower unit in the base of the MM6. Plug the power supply into a different outlet that you have confirmed is working. If it is plugged in and there is still no green light, the power supply needs to be replaced.

Alternate Power Test Method

Loosen the silver collar on the barrel connector for the power input on the touchscreen and remove the barrel connector
Using a voltage tester, check the voltage output by inserting the red lead into the inner contact on the barrel connector and the black lead on the outer contact. Make sure the tester is set to check DC voltage.
If the voltage shows 12V, the power supply is functioning properly. If it shows 0V, complete Step 4 of the standard power test above to investigate the power supply itself.

Check Video Cables

If the screen is getting power, next check the video cables plug into the PC to make sure they are properly seated. Check the connection from the Displayport cable to the touchscreen and to the PC to make sure both connections are fully inserted.
If both ends are fully inserted, use a different Displayport cable to check the cable itself. If the screen still does not have video when trying an alternate cable and the power supply has been validated, the screen is not functioning correctly and will need to be replaced.

Touchscreen Not Responding to Touch

Make sure the screen is clean and free from debris, grease, or other contaminants. Follow the cleaning instructions to properly clean the touchscreen to avoid damaging the device.
Shut down and restart the PC to make sure it is not a problem with the PC.
Check the USB cable on both ends to make sure it is fully seated. The USB cable has a yellow code on the PC side.
If the cable is fully seated and the touchscreen still does not work, replace the USB cable with a different cable to check the cable itself.
If none of the above steps resolve the issue, the touchscreen will need to be replaced.

Screen Removal

The touchscreen can be removed from the door frame by removing the mounting screws and pressing the screen out of the assembly.

Tools

Phillips head screwdriver

Process

First, loosen the silver collar on the power connector on the screen and remove the barrel connector. Remove the USB cable and Displayport cable on the touchscreen side. Move the hanging cables to the left and out of the way for the rest of the removal process. The controller pendant can be left on the touchscreen.
Remove the upper black trim piece to gain access to the upper mounting screws on the screen. There are 4 Phillips-head screws holding the trim piece in place. Be aware that this piece holds the camera in place, which can fall backward out of the camera bezel.
Remove cables connected to the credit card reader and pull them aside to allow for bezel removal.
Remove the 8 silver Phillips-head screws securing the touchscreen to the door frame. Once all of the screws are removed, the bezel and touchscreen are loose and could fall out of the door assembly. Be sure to hold the front of the screen to prevent dropping. Remove the bezel and touchscreen from the door frame. The side trim pieces will be loose at this time as well and will need to be removed and set aside.
Carefully press the touchscreen out of the front of the bezel and set aside. Be careful not to lose any parts.

Touchscreen Installation

Place the door bezel on a flat surface and insert the touchscreen into the bezel. Make sure the ports on the screen are pointed to the right (away from the Credit Card reader) when installed into the door frame, as shown below.
Holding the screen compressed into the bezel, lift the screen and bezel into position on the door frame. Thread in 2 of the silver head screws to hold the bezel and monitor in place while you complete the rest of the work.
Install the rest of the silver head mounting screws to secure the touchscreen and bezel in place.
Install side trim pieces into the door assembly by hooking the tabs into the lower inner door bezel (black). The glued trim piece goes on the right-hand side when looking at the back of the screen. The hinge side trim pieces are easier to install when the door is closed.
Install the camera into the camera bezel with the white plug toward the bottom as shown below. The camera has notches that line up with the spaces on the camera bezel.
Route the camera cable through the channel in the upper back bezel for the door assembly, and install the upper bezel. Secure using the 4 black screws.
Reinstall cables into the credit card reader as shown.
Reconnect all cables to the touchscreen, including the USB connector, video connector, and power (barrel) connector. Be sure to fully tighten the collar on the power cable. Where possible, route cables into the channel in the bezel as shown.