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Support for Perceptive Pixel by Microsoft devices

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Display Devices

Hardware and Software

Troubleshooting

Display Maintenance 
What should I do when touch is not functioning on my PPI device?
  • Verify that the Touch Driver is installed and that it is the latest version.
  • Reseat and check the USB connection on both the device and the host PC.
  • Power cycle the device using the rocker switch next to the power plug, located at the bottom of the display.
  • Verify if the sensor is visible to the system. Start the Perceptive Pixel by Microsoft app located in the Control Panel. The PPI by Microsoft Touch Device should be listed under “Sensor Devices”.
    ppi-by-ms       
  • Verify that touch is enabled for the device.
    • Choose the touch device listed under Sensor Devices.
    • Select Properties..
    • Verify that Pen and Touch devices under Window settings are checked on.
    ppi-pen-touch  
  • Verify that the system recognizes the touch sensors via Device Manager. Under “Human Interface Devices” you should find a listing for a single Perceptive Pixel by Microsoft Touch Device. Also, under the Touch sensors the system should list two Touch Devices, an Auxiliary and Data Port. Verify that there are no errors being reported for these devices in Device manager (i.e. no exclamation points).
What are the system requirements?
  • Windows 8.1 for the best experience
    Windows 7 is supported but with reduced OS touch features 
  • Modern mid-range level processor or better
  • 4GB system RAM or better (8GB recommended)
  • Display resolution supporting 1920x1080 (55” & 82”)
    120Hz refresh rate recommended for best performance (55” only) 
  • Digital video output to connect to DVI input (55”, 82”) or DisplayPort (with adapter)
    Dedicated DirectX 11-capable video adapter recommended for best performance 
  • Dedicated USB 2.0 port (not a shared port via USB hub)

Note: While the 55” device is capable of displaying 1920x1080 @ 60Hz, however the optimal resolution is 1920x1080 @ 120Hz
 

What should be used to clean the front of the display?

Included with the device is a single bottle of cleaner and a microfiber cloth. Once this is depleted, users should utilize a nonabrasive cleaner. We recommend using Novus #1 plastic polish. Don’t utilize Novus #2 or #3 as they both contain abrasives which will damage the surface of the device. A slightly damp, not wet, cloth can also be used to clean the surface. Isopropyl alcohol may also be used to clean the display.

Spray a small amount of the cleaner on the cloth and gently wipe the touch screen. Do not spray cleaner directly onto the touch screen, as any fluid dripping into the enclosure may damage the electronics.

To refresh the smooth feel of the touch screen, use the PPI display cleaner. Additional cleaner is not available through Microsoft but can be purchased at many craft and automotive stores.

Note: Do not use abrasive cleaners, as they will scratch the surface.
 

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Stylus

Hardware

Troubleshooting

 

The stylus will not pair with the display

Ensure that the stylus has had enough time to charge. Charging time from a full discharge is 2.5 hours. The LED found on a stylus charger will show orange when charging and green when charging is complete. A stylus that is not paired to a display will have a solid blue LED.

To pair the stylus to a PPI device:

  1. Install the PPI Touch Driver on the computer.
  2. Press the tip of the stylus against a hard surface other than the PPI Touch Device screen and press both ends of the stylus button simultaneously until the LED turns blue. This should take at least one second and may take noticeably longer if other touch-enabled devices are nearby.
  3. Now press the tip of the stylus against the PPI Touch Device screen. Keep the tip of the stylus on the PPI Touch Device but release the button once the LED turns blue. The stylus LED should cycle through magenta and then to green. The stylus LED may also turn blue at times during this process. Once the LED turns green the stylus is paired to the PPI Touch Device. If the stylus LED turns red, it means it is paired but the battery is low.

If at any time the stylus becomes unresponsive, return it the charging cradle.

Note: If pairing stylus with the 82” PPI device, please check for the presence of the stylus antenna located on the left bottom of the device. If present, adjust antenna so that it is pointing vertically towards the floor.

Explanation of LED lights for the stylus and charging station

A fully charged stylus should be operational for about a week. Usage may affect operational duration. Charging time from a full discharge is 2.5 hours.

Stylus status LED

  • Blue – pairing started
  • Magenta – pairing ended
  • Green – paired
  • Red – paired, but battery is low
  • White – programming mode

Stylus status LED in charging station

  • Blue – no stylus found
  • Orange – charging
  • Green – charging complete

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Keywords: perceptive pixel

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Article Info
Article ID : 18373
Revision : 58
Created on : 7/24/2019
Published on : 7/25/2019
Exists online : False
Views : 301