Issue: No Touch Using an External Computer


  1. Restart Devices
    1. Restart both the panel and the computer.

  2. Test Touch Function on the Panel
    1. Ensure the touch works on the panel itself. 
    2. For example, are you able to go to the homepage of the panel and select any of the icons?

  3. Check HDMI and USB Connections 
    1. If connected via HDMI, ensure that there is also a USB cable connected to the touch port.
    2. Ensure it’s connected to the correct touch port. The HDMI and touch ports are paired. For a rundown of the proper connection, please click here.
    3. How long is the USB cable? We generally recommend not going over 15ft though performance can vary.
    4. If you're using any adapters, extenders, or hubs, please replace those.

  4. Inspect Hardware 
    1. Check for any physical damage on the ports.

  5. Swap Ports and Cables 
    1. Try a different HDMI and Touch port on the panel.
    2. Try a different USB port on the computer.
    3. Try a different USB cable.

  6. Test With Other Equipment
    1. Try connecting the panel to a different computer using various cables.
    2. Alternatively, connect your computer to a different panel to compare behavior

  7. Check Device Manager for an “HID Compliant Touchscreen” device
    1. Newline uses the HID drivers from Microsoft for touch to work.
    2. Access the Device manager on the computer.
    3. Double click on Human Interface Devices to expand the drivers.
    4. Search for HID-compliant touch screen.

                                                        A screenshot of a computer AI-generated content may be incorrect.

  1. If disabled, right click on the driver and select Enable.
  2. If issue persists, right click on the driver and choose Uninstall.
  3. Click the Action tab and then select Scan for Hardware changes to reinstall the driver.

  1. Check Device Manger for any errors on the USB devices
    1. Access the Device manager on the computer.
    2. Double click on Universal Serial Bus Controllers.
    3. Check if there are errors.
    4. If there are, unplug the USB cable and see if the error goes away.
    5. Re-plug the USB cable to check if the error returns.
    6. If plugging/unplugging the USB doesn’t affect the list, the panel may not be detecting the cable at all. 

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For additional questions, please contact support at 833-469-9520 or submit a ticket via our portal at: Submit a ticket : Newline Technical Services (freshdesk.com)