Before determining if a screen replacement is necessary, we need to confirm whether the issue is hardware- or software-related. To determine this, please follow the steps below:
- Basic Power & Connection Checks
- Ensure the screen is securely connected to its power source.
- Power Cycle the Screen: Turn the screen off, then on using the power button on the back.
- If the issue persists, repeat the power cycle one more time.
- Network Connection
- Check that the Ethernet cable is firmly plugged into both the screen.
- Verify that the Ethernet cable is in good condition and has no sign of breakage.
- Remote Diagnostics via TeamViewer
- If the issue persists, please let us know, and we will log in via TeamViewer to check if the screen responds remotely.
Information Required for Replacement
If the issue remains unresolved after the steps above, please provide Trackman Support with the following to proceed with a replacement:
- Serial Number and Photo
- Locate the serial number on the back of the screen (white label) and send us a clear photo.
- Description of the Issue
- A brief summary of the problem (e.g., unresponsive touch, display malfunction, flickering).
- Photo or Video Evidence. Choose one that best demonstrates the issue:
- A photo if it clearly shows the problem (e.g., display damage).
- A video if it better captures the issue (e.g., unresponsive touch, flickering).
Providing this information upfront will help us speed up the processing time for your replacement.
Once we confirm a replacement is necessary, we will:
- Process the replacement request and confirm the shipment details.
- Provide you with tracking information once the replacement screen has been shipped.
- Share return instructions if the defective screen needs to be sent back.