Frequently Asked Questions

  1. The touchscreen isn't responding.
  2. The touchscreen works when I have it near the unit, but it doesn't work when I use it remotely.
  3. The touchscreen appears to be drawing and working, but I can't access the setup menu or use any of the other function areas to clear, change color, or undo.
  4. The touchscreen draws, but it doesn't appear to be tracking with my finger.
  5. The touchscreen is flashing and I can't get it to display video.
  6. The tablet doesn't work.
  7.  The light pen doesn't work.
  8.  The keyboard doesn't work.

Answers

1.) The touchscreen isn't responding. There are a many possible reasons why the touchscreen wouldn't be responding to touch when connected to the Pointmaker. The reasons are listed below in order of their likeliness. NOT CALIBRATED. More often than not, the touchscreen doesn't respond because it has not been calibrated. Calibration is accomplished through the Pointmaker set-up menu. There are different specific procedures to calibrate the touchscreen depending on which model Pointmaker you have. Please check your user manual for instructions. INCORRECT SETTINGS in the Pointmaker set-up menu. To reset the settings to factory default you can connect a keyboard to any Pointmaker, (make sure power is off when making any new connections) turn the Pointmaker on, allow it to go through it's boot up sequence, and then on the keyboard press CTRL ALT & END. You will lose any annotations, overlays, current menu settings, and calibrations. CABLE DISTANCE. Be sure the cable between the touchscreen and the Pointmaker isn't too long. Our recommended distance for using a RS-232 straight thru cable is 30 ft. If you need to go further, we specify using our proprietary line driver hardware. To find more information about our line drivers please click here. CABLE PIN-OUT. For a general rule of thumb, the cable between the Pointmaker RS-232 COMM port and the RS-232 COM port on the touchscreen should be straight thru with pins 2, 3 & 5 connected. (This may possibly vary between touchscreens.) When using the line driver hardware there is a CAT-5 cable (6 wire, twisted pair, straight thru) between the line drivers. For more information on cabling please click here. COMPATIBILITY. The Pointmaker is not compatible with every touchscreen out there. Boeckeler has to modify the firmware in order to gain compatibility with any given touchscreen, tablet, etc. There are currently approximately 30 completely different external devices that are compatible with the Pointmaker, but there is a possibility the touchscreen you have is one that we have not added. If you suspect the touchscreen you have is not compatible, it is possible that we can add it to the firmware for compatibility. The touchscreen, and your Pointmaker would have to come to the factory. To avoid this, please contact Boeckeler before installation if you aren't 100% sure of compatibility with the touchscreen that is being specified. TOUCHSCREEN IS BROKEN. To determine if the touchscreen is broken you can connect it to a PC and see if works with the software it came with. POINTMAKER COMM PORT IS BROKEN. To test the COMM port, try connecting the Pointmaker digitizing tablet that came with the unit. (Make sure power is off when making any new connections.) Plug the tablet directly into the same COMM port you were using for the touchscreen, connect power for the tablet, turn the Pointmaker on, allow it to go through it's boot up sequence, and try to draw on the tablet using the pen. If you see drawing on your screen the COMM port is okay. 2.) The touchscreen works when I have it near the unit, but it doesn't work when I use it remotely. If the touchscreen works when you have it connected directly to the COMM port using a RS-232 straight-thru cable shorter than 30 ft but does not work remotely, first be sure that you are using Boeckeler designated line driver hardware. To find more information about our line drivers please click here. To test that you are using the correct hardware and your cabling is correct, try connecting the Pointmaker digitizing tablet that came with the unit in place of the remote touchscreen. If the tablet works remotely, then you have to make a dongle with pins 2,3,&5 only and connect it between the touchscreen COMM port, and the far end line driver. The correct line drivers receive power on PIN 9 from the Pointmaker COMM port, and the way certain touchscreens regulate voltage causes them to not work with Boeckeler line drivers. If you eliminate pin 9 on the touchscreen side with an adapter, this should fix the problem. 3.) The touchscreen appears to be drawing and working, but I can't access the setup menu or use any of the other function areas to clear, change color, or undo. a.) In certain models the touchscreen corner area functions can be turned on and off through a setup menu setting, or with an RS-232 command. Be sure the option is turned on in the menu, and that the command is not being sent. If the setting is correct, and the command is not being sent the touchscreen may need to be re-calibrated. Try calibrating just slightly off the middle of each crosshair, and closer to the middle of the screen to make the function areas stick out slightly further than their normal corners. Also, please note anytime a keyboard is connected to the Pointmaker you cannot access the setup menu from the touchscreen. 4.) The touchscreen draws, but it doesn't appear to be tracking with my finger. a.) The touchscreen needs to be calibrated in order for it to track your motions. Calibration is accomplished through the Pointmaker set-up menu. There are different specific procedures to calibrate the touchscreen depending on which model Pointmaker you have. Please check your user manual for instructions. 5.) The touchscreen is flashing, and I can't get it to display video. a.) Some LCD panels cannot sync to the Pointmaker boot up screen. Wait 30 - 45 seconds to see if the panel stops flashing and your video is displayed. Then, continue using the Pointmaker as you normally would. If the panel does not stop flashing after 30 - 45 seconds, check your video flow, and be sure you have a low enough resolution for the panel to display. 6.) The tablet doesn't work. a.) First be sure that the tablet is getting power. The Pointmaker tablets have changed over the years. Older ACECAT II or III beige colored tablets got power from the keyboard port on the Pointmaker. New Intuos purple colored tablets get power from an external power supply. If the older tablet is getting power there will be a green flashing light on the tablet, if the newer tablet is getting power there will be an amber colored light. Next be sure the tablet's DB9 connector is plugged completely into one of the Pointmaker COMM ports. (make sure power is off when making any new connections) If the tablet still does not draw, it's possible there is a menu setting incorrect in the Pointmaker menu system. To reset the settings to factory default you can connect a keyboard to any Pointmaker, (make sure power is off when making any new connections) turn the Pointmaker on, allow it to go through it's boot up sequence, and then on the keyboard press CTRL ALT & END. You will lose any annotations, overlays, current menu settings, and calibrations. If the tablet still does not draw, then the tablet is probably broken and will need to come back for repair. Click here for more information on how to get your product repaired. 7.) The light pen doesn't work. There are a many possible reasons why the light pen wouldn't be working when connected to the Pointmaker. The reasons are listed below. COMPATIBILITY The light pen only draws over CRT monitors. Be sure you are not trying to use the light pen on an LCD, plasma, DLP, etc. The light pen works off of the light that comes from the tube within a CRT monitor. NOT CALIBRATED  More often than not, the light pen doesn't respond because it has not been calibrated. Calibration is accomplished through the Pointmaker set-up menu. Please check your user manual for instructions. LIGHT PEN IS BROKEN. If you determine the light pen is broken please visit our repairs page here. 8.) The keyboard doesn't work. Be sure to make all connections before connecting the power supply and turning the unit on. If the keyboard still doesn't work try another one, or try disconnecting the power supply and then reconnecting. If all else fails, please visit our repairs page here.

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