Clevertouch screen not freezing

[harry]

Morning All, can you help? We have 38 Clevertouch screens and all bar one are working fine. The one I have issue with, the teacher reports that his does not freeze or unfreeze when the button on the remote is pressed, this is completely random. All the computers and screens in the school are the same and working fine, just this one. I've changed from HDMI to a VGA connection, updated all the drivers . The issue continued so Clevertouch were called out and said everything was fine.

Over the summer I swapped the screen along with the remote and told him it was a replacement,( a placebo effect?) , and turned off the USB port power to sleep in device manager and gone back to HDMI.

 

He now reports that the issue is happening again.

The only thing I can think off is environmental, but it is so random. Plus others are not having this issue on that floor.

 

 

Any ideas would help.

Thanks

[Joanne]

Weird, because first thing I was gonna say was remote, but you swapped it.

 

Get a phone or tablet, put it on camera and hold the remote sensor up to the camera and press the freeze buttton.... if you see flashing you know that the remote is working fine. I've had clevertouch remotes where just one button will stop working (always the power button!) Another thing could be sunlight shining on the remote receiver sensor on the screen?

[TomFreeman]

Do you have the on screen controls? Could you test it by pressing the magnifying glass icon?

 

We've never had that one, but have had some weird issues in the past, sometimes re-seating the android slice has helped us, don't know if your boards have them? Ours are the Plus variety.

[Clevertouch_Rob]

Hi Harry,

 

if you can raise a case here i'll get the support team to go through fixing this with you.

 

https://support.clevertouch.com/support-cases/create

 

 

Thanks

 

Rob

[bald_pig]

Have you watched him try? Sounds like it's going to be user error if you replaced everything, either pointing the remote so the screen doesn't get the signal, or pressing the wrong button, mashing it twice or something along those lines.

[harry]

Yep, I would say user error too, but get shot down in flames whenever I mention it. He has now said it mostly happens on an afternoon, which is nice to get a bit more info. Even after several attempts to glean that information.

[bald_pig]

It could be that light is swamping out the ir sensor on the screen, it's one of those things where you need to be there and see what's going on in the room at the time.