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:
Troubleshooting
- Basic Power & Connection Checks
- Ensure the screen is securely connected to its power outlet.
- Power Cycle the Screen: Turn the screen off using the power button on the back and wait 5 minutes before turning it back on.
- If possible, unplug the screen from the power outlet for 5 minutes before reconnecting it to ensure a complete power cycle.
- If the issue persists, repeat the power cycle once more before proceeding to the next step.
- Network Connection
- Verify that the Ethernet cable is securely connected to both the screen and the network connection.
- Inspect the Ethernet cable to ensure it is properly seated and shows no visible signs of damage or breakage.
- If possible, verify that the corresponding network connection or switch port is functioning normally.
- 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 completing the troubleshooting steps above, please provide Trackman Support with the following information so we can evaluate the replacement request.
Providing all required information upfront will help us process your request more efficiently and reduce unnecessary follow-up.
- Serial Number and Photo
- Provide a clear photo of the white label containing the screen's serial number, located on the back of the screen.
- Description of the Issue
- Provide a brief description of the problem, including what the screen is doing and when the issue occurs.
- Examples: Completely black screens, display not turning on, unresponsive screen, flickering, screen showing abnormal behavior)
- Visual 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).
What Happens Next?
Once Trackman Support has reviewed the troubleshooting results and confirmed that a replacement is necessary, we will:
- Process the replacement request and confirm the shipping details.
- Provide tracking information once the replacement screen has been shipped.
- Provide return instructions if the defective screen needs to be sent back.
Providing the requested information and completing the troubleshooting steps before requesting a replacement will help us determine the appropriate resolution and minimize delays in the replacement process.