CF-19 Mk6&MK7 Touchscreen issue

Discussion in 'Panasonic' started by gludwig81, Feb 7, 2017.

  1. gludwig81

    gludwig81 Notebook Enthusiast

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    Hello Everyone,

    I am new here, so please take it easy :).

    I am having a huge issue at my current work place that is affecting our MK6 and Mk7 Panasonic CF-19 touchscreens. We are running Windows 7 64 bit with a custom image.

    What we are seeing is the touchscreens are getting disabled somehow and our techs cannot use the touchscreen or capture signatures. The touch pad and left/right clicks work fine. What the kicker is - sometimes a few days later the touchscreen will work, then break again.

    We have added the laptops to different OU's in AD that affect different GPO's. We have even taken it out of all AD groups and the issue happens again.

    We have checked the bios and everything is turned on correctly, we have also updated the bios. All the drivers are up to date and have been reinstalled numerous times.

    We have reached out to Panasonic and they confirmed its nothing hardware - so they will not help with this issue. We have almost 800 units in the field and it's getting worse.

    All this started 3 months ago and is getting worse.

    Any ideas? If anyone can help i do what is needed to assist.

    thanks

    geoff
     
  2. BaRRmaley

    BaRRmaley Notebook Deity

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    It's a very interesting problem. Especially for you, I understand :)
    At first, you can try to localize it taking the machine with non-working (this day) touchscreen and booting it to Linux. If the touchscreen doesn't work there - I think it's a hardware problem despite of Panasonic service claims.
    Also you can swap hdd caddies between 1 working and 1 non-working machines.
    Try to switch Boot Mode parameter in BIOS to Compatible if it's Fast now. Legacy USB Support to Enabled (why not).
    Is there any hardware (including USB) your colleagues use with these toughbooks? Maybe there is a conflict too.
    Is touchscreen mode in Auto (BIOS)?
    Also, when the problem arises, try to power off the toughbook, remove AC power, remove battery, press and hold power switch for 20-30 seconds. Power on, test.
    Waiting for your answers.
    P.S. I have to say I already like your work :))
     
  3. CWB32

    CWB32 Need parts for my flying saucer.

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    hmmm ...
    perhaps it is a case of broken/intermittent cabling between the top and bottom .
    have any of the units failed permanently ?
     
  4. gludwig81

    gludwig81 Notebook Enthusiast

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    Hello - thanks for the reply's.

    We have tried everything under the sun. Everything is set correctly in BIOS. I do not have the option boot into Linux.

    This issue happens as well in the Bios. We have tried switching hard drives and the issue starts up after 2-3 days.

    I dont think it's hardware because now it's affecting two different MK's in the field (MK6 and MK7).

    Anything in group policy? Does anyone know is there is a shortcut key to turn off/on the touch screen?

    We do have Getac's in the field and this is happening to them as well, good thing about them is they can hit FN + f8 and it will turn the touchscreen back on.

    Thanks
     
  5. BaRRmaley

    BaRRmaley Notebook Deity

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    Ok. Have you tried to disable and enable touchscreen device in windows device manager? Does it help? Is power management disabled for the touchscreen device in windows?
     
  6. gludwig81

    gludwig81 Notebook Enthusiast

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    i have tried both disabling and re enabling- same issue. I did check the power management and it is greyed out and unchecked.
     
  7. BaRRmaley

    BaRRmaley Notebook Deity

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    So re enabling doesn't enable it when it doesn't work? What version of the driver (touchscreen) do you use?
     
  8. CWB32

    CWB32 Need parts for my flying saucer.

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    if you have two different makes of comps (not just models from the same manufacturer) , then i would suspicion :
    a program issue that is causing the problem (a clue is being able to turn it back on in the getac)
    operator/pilot error

    if you have a spare machine or two available and to eliminate possibilities ...
    run one without any hardware connected to it , sitting next to the machine that is actually in service at the time .
    (a control machine scenario)

    environment :
    you have not mentioned what the comps are used for ...
    i was/am a broadcast engineer and high rf fields play hob with some comps ... uuuggghhh

    the odd part here is that it does not happen immediately but rather "after a couple of days" .
    does the touchscreen fail while in use ?
    is data off/downloaded/uploaded from/to the machine every few days ?

    the factors known/involved (so far) point to an external issue , perhaps caused by data transfer triggering the event .
     
    Shawn likes this.
  9. gludwig81

    gludwig81 Notebook Enthusiast

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    Correct - sometimes it will work but within 10 min it turns off.

    Driver version we are using is from Panasonic's site.

    Version 1.0.0.9
     
  10. gludwig81

    gludwig81 Notebook Enthusiast

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    We have tried the 2 different device option and they both fail while sitting beside each other.

    The weird thing is - we have almost 800 of the MK6/MK7 units in the field and not all of them are doing it... yes

    The touch will just fail during use, we have noticed at the log in screen.. the touchscreen works... but the touch pad doesn't... when we log in they flip flp... the touch screen doest work and the touch pad does
     
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