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Display Devices

Hardware and Software

Troubleshooting

Display Maintenance 

  • 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).

False or random touches are generally caused by a short circuit in a section of the touch device. This short circuit can be caused by a defect in the screen or by static electricity in the vicinity of the device. Shorts caused by a defect are generally restricted along a single path, either horizontal or vertically. Those caused by static electricity are more randomly placed but can be restricted to an area of the device. Shorts caused by static electricity will begin to dissipate over time while a defect will be more consistent or worsen over time.

This image illustrates false touches along a horizontal line:
ppi-false-touches  
 

Touches can be seen momentarily flashing across different areas of the display. It is also possible that a “scan line” (a horizontal line moving from the top of the display to the bottom) can be seen moving down the screen.

Particularly in a broadcast television environment, it is common for display devices to utilize a refresh rate of 59.94Hz. A 55” device utilizes a refresh rate of either 120Hz (native) or 60 Hz. While it is possible for the 55” device to display an image at the 59.95Hz refresh rate, doing so can cause the display to generate false touches.

Utilizing the Screen Resolution tool (Control Panel\All Control Panel Items\Display\Screen Resolution) verify that the display is configured properly. Once in “Screen Resolution” select “Advanced Setting” and then select the tab labeled “Monitor” in the new window. The monitor type should show the PPI 55” device. Under Monitor Settings, Screen refresh rate, the setting should be set to 60 Hertz.

Note: In broadcast television, many utilize DVI to SDI converters to transmit the video signal over large distances. On the display end, the signal is converted back to DVI. When this method is used, the display and resolution may not show the same as a directly connected PPI device. When such a method is used, the refresh rate may only show 30 HZ interlaced (half of 60hz), which is acceptable.
ppi-generic-pnp 
 

The issue your display is exhibiting is either a dead or stuck pixel. A stuck pixel shows as a constant color regardless of what is being displayed on the screen. A dead pixel is always black and can be easily seen on a light colored background. The PPI specification allows for up to three bad pixels, within certain parameters.
 

A bad receiver/transmitter board or an open circuit can cause certain areas of the device to have no active touches. If the device has a large rectangular area which doesn’t respond to touch, it is safe to assume that a single transmit or receive board is faulty. An example of an open circuit is when there are no touches on a single line, spanning left and right horizontally. This line doesn¬’t need to span the entire width of the device.

This image shows a horizontal line which has no touch beginning at the bifurcation line:
ppi-horizontal-line  
 

A green LED indicates that a valid signal is being seen by the device. First verify that the PC is providing a valid image using a second monitor. The user should also verify that the brightness control is set properly. Brightness controls are located on the right side of the device. If the display continues to be dark after adjustment, the device’s backlight might have failed. To verify if the display is functional but has a faulty backlight, place a flashlight on an angle against the glass. If a faint image of the desktop is seen, then the backlight is at fault. If an image cannot be seen it is possible that the LED display has failed.
 

If certain sections of the display seem darker or lighter than other sections of the display, it is possible that the backlight or backlight power supplies are not functioning properly.
 

This is typically caused by burn-in, when a display has graphics displayed on the screen and is not powered off for an extended period of time. To help prevent this, it is recommended that the device should remain on for no more than 18 hours a day.
ppi-brighter-darker  

To ensure that the display functions properly over its lifetime, several operating usages are required.
 

  1. Normal operating condition:
    • Temperature: 20 ± 15℃
    • Humidity: 65 ± 20 %
    • Display pattern: Moving picture or regular switchover display.
    • Note: Long-term static information image may cause uneven display.

  2. Operating usages under abnormal operating condition: Note (1)
    a. Ambient condition, a well-ventilated place is recommended.
    b. Periodical power-off or screen saver is needed after long-term static display. Note (2)

  3. Operating usages to protect uneven display due to long-term static information display:
    a. Suitable operating time: under 18 hours a day
    b. Static information display to moving picture for 10 seconds after 5 minutes static information display.
    c. Background and character (image) color change, use different colors for background and character (image), respectively, change colors periodically.
    d. Avoid combination of background and character with large different luminescence.

Note (1) Abnormal condition means every operating condition except normal operating condition.

Note (2) Moving picture or black pattern is strongly recommended for screen saver.
 

When a display has a single color hue it is a sign that the display is not receiving a proper RGB signal. A dual-link DVI-D cable is included with both the 82” and 55” devices. All cable connections should be reseated and verified that a proper connection is being made. All cable connectors should be checked for crimped or flattened pins. Replace cables if needed. If the issue continues, verify the output of the source PC. The device should also be tested using another PC for input in case the graphics card of the host PC has failed.
 

Television broadcast stations require that displays used on-air have their color correction adjusted to be more appealing when seen by the home viewer. The Perceptive Pixel by Microsoft 82” device doesn’t include the needed built-in hardware for color correction. Color correction is possible using either software correction on the PC, i.e. Nvidia Control Panel or through a hardware color corrector. The PPI by Microsoft 55” device does include a built-in color corrector. The setting for the color corrector is managed by the 55” HID interface (PPI_55_Interface.01.07.exe) software. The customer must request this software via PPI Support.

Some customer’s might have an issue with visible scan lines seen when shooting through a broadcast camera. Some manufacturers have features to compensate. For example, Sony cameras have a feature called “Clear Scan”. This feature is used to compensate for the visible scan lines that are seen when shooting a computer display.

  • 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
 

The latest driver can be found on the Microsoft Download Center.

  1. Download and install the Perceptive Pixel Touch driver by clicking the Download button found on the above link.

  2. If your browser prompts you to Save or Run the file, click Run to start the installation immediately or click Save to copy the download to your computer for installation at a later time.

  3. When the installer launches, click Yes to allow the program to make changes to your computer.

  4. Follow the instructions on the screen to install the Perceptive Pixel Touch Driver.

The latest firmware for your Perceptive Pixel touch device and each associated Perceptive Pixel active styles can be found on the Microsoft Download Center also.

  1. Make sure that you are running the latest Perceptive Pixel Touch Driver.

  2. Download and install the Perceptive Pixel firmware update utility by clicking the Download button above.

  3. If your browser prompts you to Save or Run the file, click Run to start the update immediately or click Save to copy the download to your computer for update at a later time.

  4. When the updater launches, follow the instructions on the screen to update your Perceptive Pixel device and any associated stylus with the latest firmware.

This is normal. The line will not be visible when the display is showing an image and does not cause any problems with the touch performance. During the process of constructing the touch sensor on the PPI 82” product the display sensor is divided into two sections along the center line to improve performance. This bifurcation line starts from the center of the display and runs in a vertical line at a slight angle left to right. This should not be a concern and you will find that the screen works as designed.
 

Yes, both devices can be mounted on a wall. The wall mounting hardware is included with each device. Please refer to the Installation and user guides for more information.
 

The PPI 55” can use a standard 400mm x 400mm VESA mount. The 82” device does not follow the VESA standard. Care should be taken with the 82” device when using anything other than the provided mount as the 82” device weighs 265lbs.

Download the Perceptive Pixel by Microsoft 82” Touch Device mounting quick guide.
 

No, the logo cannot be removed. The logo is printed under the front glass which is not removable.
 

A PPI by Microsoft device can be used in a dual display configuration. If the graphics adapter is configured to use “Clone Mode” then the non-PPI display must be set to the same resolution as the PPI device. This will ensure that the touch mapping is set correctly for the display. If the graphics adapter is configured “Extend”, then it will be necessary to ensure that touch mapping is configured for the correct display. This process requires the user to enter into the “Perceptive Pixel by Microsoft” as well as the “Tablet PC Setting” applications, both found in Control Panel.

  1. Open the Control Panel showing All Control Panel Items.

  2. Select Perceptive Pixel by Microsoft.

  3. Within the Perceptive Pixel by Microsoft Control Panel app, choose the listed PPI by Microsoft Sensor and then select Properties.

  4. Choose your PPI device from the drop down box under PPI application settings, Map touches to:

  5. Select OK to lock in the settings.

  6. Return to the Control Panel and select Tablet PC Settings.

  7. Select Setup.

  8. On the dialog that pops up, select Touch Input.

  9. On one of your displays, you will see "Touch this screen to identify it as the touchscreen", if this is on your PPI display, touch the PPI screen. If not, press [Enter] to move to the next screen.

  10. Follow this until the touch request screen appears on the PPI display and touch the display.

  11. Repeat for all PPI displays connected to your system.

  12. [Optional] Repeat the above process using the PPI Stylus, selecting "Pen input" in step 4.

  13. Select OK or Apply to lock in the settings.
    ppi-touch-device
    ppi-tablet-settings

 

Both devices support 110/220 VAC Universal 50/60Hz. The power consumption for the 55” device is 250 watts (max) while the 82” device is 1210 watts (max).
 

Many switches are not designed to handle the amount of data we send through the USB bus and many switches and most KVM extenders are only USB 1.1. While some claim to be USB 2.0 compliant, they are not fully compliant. The USB equipment needs to be able to handle a bulk transfer rate between 6.5 to 7.5 MB/sec, anything less will cause the touch sensors to appear and disappear in Device Manager. Additionally, our touch interface doesn’t use the “USB HID” protocol that most KVMs require.

Collapsible element body

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.
 

To ensure that the display functions properly over its lifetime, several operating usages are required.

  1. Normal operating condition:
    • Temperature: 20 ± 15℃
    • Humidity: 65 ± 20 %
    • Display pattern: Moving picture or regular switchover display
    • Note: Long-term static information image may cause uneven display

  2. Operating usages under abnormal operating condition:  Note (1)
    a. Ambient condition, well-ventilated place is recommended.
    b. Periodical power-off or screen saver is needed after long-term static display. Note (2)

  3. Operating usages to protect uneven display due to long-term static information display:
    a. Suitable operating time: under 18 hours a day
    b. Static information display is recommended to use moving picture periodically, change display to moving picture for 10 seconds after 5 minutes static information display.
    c. Background and character (image) color change, use different colors for background and character (image), respectively, change colors periodically.
    d. Avoid combination of background and character with large different luminance.

Note (1) Abnormal condition means every operating condition except normal operating condition.

Note (2) Moving picture or black pattern is strongly recommended for screen saver.

Stylus

Hardware

Troubleshooting

 

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.

Resetting the stylus:
The stylus can be reset by placing it onto the charging cradle. When removed, the LED on the stylus should flash amber once. The amber flash is a signal that the microprocessor within the stylus has reset.

Factory-default state:
This mode is similar to the stylus’s sleep state (which it enters after a certain amount of inactivity), except that the stylus will only exit this state when a button is pressed and that when awaken it will automatically begin to pair.

To place the stylus in to factory-default:

Rev. 642 and below:

  1. Press both ends of the rocker switch down at the same time.

  2. Hold for about 20 seconds. When the LED turns Amber, it is in deep sleep mode.

Rev. 1244 and above: 

  1. Press tip against a surface OTHER than the screen

  2. Press both ends of the rocker switch down at the same time.

  3. Hold for about 20 seconds. When the LED turns amber, the stylus has been placed into a factory-default state.

Note: When awoken from the factory-default state, the stylus will be placed automatically into “pairing” mode. Simply place the stylus against the front glass of the screen to complete the pairing.
 

Using an application such as Paint or OneNote, the stylus will continue to draw when up to 1” away from the display.

To test this behavior use Sensor View, which is part of the Perceptive Pixel by Microsoft Control Panel App. Start the PPI app and click the Sensor View button which is found under the Advanced Tab. When the stylus is brought near the display, 5 data points are shown near the intersection point of the stylus and display. Under normal circumstances the fourth line, “pres:”, should register 0.0000. Only when the stylus is against the display should any pressure register.

Reseating the pen tip:  

  1. Unscrew the front of the pen.

  2. Be sure not to remove the tip from the tip enclosure. There is a very small spring inside that may be damaged or lost.

  3. Tighten the pen tip.

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

The stylus transceiver operates in the world wide ISM frequency band at 2.400 - 2.4835GHz and uses a custom “non-standards” based protocol

RF signal power is -12dBm or 0.063095734448mW

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