For store staff

Screen Help

A screen looks wrong? Find the picture that matches below. Then follow the steps in order.

Always try this first

Restart the computer. It fixes most problems. How to restart

What do you see?

Right / Scanner screen showing No Signal
Right / Scanner screen"No Signal"Turn on the computer
Right / Scanner screen black and empty
Right / Scanner screenBlack, nothing on itTurn on the computer
Right / Scanner screen showing a Google page and app icons
Right / Scanner screenBlue screen, Google page or app iconsSwitch to HDMI
Right / Scanner screen with a black window full of text
Right / Scanner screenBlack window with text, stuckClose black windows
Right / Scanner screen showing the Windows desktop with icons
Right / Scanner screenComputer desktop with iconsRestart the computer
Music screen showing This site can't be reached
Music screen"This site can't be reached"Check the computer
Education screen with two pages drawn on top of each other
Left / Education screenPages overlap or look messyChange the link
Music or education page is sideways
Music / Education screenPage is sideways or upside downRotate the page
Music or education screen shows the wrong page
Music / Education screenWrong page, or no pageSet the link
Camera picture on the music screen is upside down
Music screenCamera upside down or sidewaysTurn the camera
Picture is fine, but there is no sound
Right / Scanner screenNo soundFactory reset the screen
Read once

Know your screens

Store wall: education screen on the left, hand scanner in the middle with the computer below it, kiosk screen on the right. EDUCATION own Chrome HAND SCANNER COMPUTER SCANNER shows the computer HDMI cable LEFT MIDDLE RIGHT The music screen is on another wall.
Right / Scanner screenThe kiosk, next to the hand scanner. It shows the computer's picture through the HDMI cable.
ComputerThe small Lenovo box under the hand scanner. It runs everything.
Left / Education screenOpens a web link in Chrome.
Music screenOpens a link from the computer in Chrome. It works only when the computer is on.
!

Two kinds of power button. The computer has one. Every screen (TV) has its own too. They do different things. To restart the computer, use the Windows menu. Do not use the TV's power button.

Windows desktop: icons on the left, a bar with the Windows logo at the bottom
Computer (Windows). Icons on the left. A bar at the bottom with the Windows logo.
The TV's own Android system showing a Google page
TV (Android). Google page or app icons. Not the computer.
W

This is the computer (Windows). A bar at the bottom with the Windows logo on the left.

A

This is the TV (Android). Blue background, round app icons, Google pages. The restart button is not here.

Always first

Restart the computer

Do this on the Right / Scanner screen.

i

Is the kiosk page showing, but stuck? First open the secret menu to close it. Then you will see the Windows bar.

  1. Tap the Windows buttonBottom-left corner of the screen.
  2. Tap Power The round icon ⏻
  3. Tap RestartNot "Sleep". Not "Shut down".
  4. Wait 3 minutes. Do not touch anything.Black windows with text will open and close. This is normal.
  5. The kiosk page comes back by itself.
What it looks like
☾ Sleep
⏻ Shut down
↻ Restart
📁🌐
Right / Scanner screen

"No Signal" or black screen

The computer is off or asleep.

No Signal message on the Right / Scanner screen
"No Signal".
Right / Scanner screen black
Black screen. Nothing on it.
  1. Go to the computer.The Lenovo box under the hand scanner.
  2. Press its power button ONE time.
  3. Look at the Right / Scanner screen. You should see the Lenovo logo.That means the computer is starting.
  4. Wait 3 minutes. Do not press the button again.A second press puts it back to sleep or turns it off.
  5. The kiosk page comes back.
!

No Lenovo logo, or still "No Signal" after 3 minutes? Check the screen is on HDMI.

Right / Scanner screen

Blue screen, Google page or apps

The screen is showing its own Android system. Switch it back to HDMI.

Right / Scanner screen showing Chrome on Android instead of the kiosk
Wrong: the TV's own Google page.
  1. Tap the small arrow at the bottom middle of the screen.It looks like ^. A bar of icons opens.
  2. Tap the "two upside-down lollipops" icon.Marked in red below.
  3. Tap HDMI.
  4. The kiosk page appears.Still "No Signal"? Turn on the computer.
The TV icon bar. The two upside-down lollipops icon is circled.
The icon bar at the bottom of the TV. Tap the circled icon.
Right / Scanner screen

Black window with text, stuck

The kiosk got stuck while starting. It is stuck if the window is still there after 5 minutes.

Black window with lines of text on the Right / Scanner screen
A stuck black window.
  1. Look at the bar at the bottom of the screen.Find the black window icon.
  2. Press and hold that icon for 2 seconds.Holding your finger is the same as a right-click.
  3. Tap "Close window".If it says "Close all windows", tap that.
  4. Repeat for every black window.
  5. Restart the computer.
Hold the black icon
✕ Close all windows
📁C:\>_🌐
Right / Scanner screen

Computer desktop with icons

The computer is on, but the kiosk page is closed.

Windows desktop with icons on the Right / Scanner screen
The computer desktop.
  1. Restart the computer.The kiosk page opens by itself after the restart.
Music screen

"This site can't be reached"

The music screen gets its page from the computer. The computer is off.

Chrome error This site can't be reached on the music screen
Chrome error on the music screen.
  1. Look at the Right / Scanner screen.Is the kiosk page showing? If not, fix that first: turn on the computer.
  2. Go back to the music screen.
  3. Tap the blue Reload button.Or tap the Home icon ⌂ at the top-left.
Music / Education screen

Page is sideways

The page is turned the wrong way for how the screen is mounted.

  1. Press and hold the bottom-right corner for 1 second."hold to re-pick" appears while you hold.
  2. A page opens: "Pick screen orientation".
  3. Tap Rotate Left, No Rotation, or Rotate Right.Pick the one that makes the page upright.
  4. Still wrong? Hold the corner again and pick another.
Music + Education

Set the link and homepage

Do this once on each screen. Then Chrome opens the right page every time.

Left / Education screen
https://true-diamond-demo.pages.dev/education
Music screen (example)
http://192.168.1.241:8000/catalog
i

The music link is different in each store. Ask the Hand Scanner tech team for your store's numbers.

  1. On the screen, open Chrome.
  2. Tap the 3 dots ⋮ at the top-right.
  3. Tap Settings.
  4. Tap Homepage. Turn it On.
  5. Tap "Enter custom web address".
  6. Type the link for this screen.Exactly as shown above.
  7. Go back. Tap the Home icon ⌂.The page opens. Check it looks right.
Music screen

Camera picture upside down

The live camera picture on the music screen shows the wrong way.

  1. Press and hold the camera picture for 1 second.Keep your finger still. A "Camera" panel opens.
  2. Tap "Turn 90°".Tap again until the picture is the right way up.
  3. Tap Done.
Staff only

Secret menu

Closes the kiosk page so you can reach the computer or Chrome.

Every screen
top-left corner
  1. Press and hold the top-left corner for 2 seconds.Same corner on every screen. "keep holding" appears while you hold.
  2. Type the PIN.
  3. Tap "Exit Kiosk".
PIN
5678

Right / Scanner screen: the kiosk page closes and you see the computer. Music and education: the page leaves full screen. To bring the kiosk back, restart the computer.

Right / Scanner screen

No sound

The picture works, but there is no sound. The screen needs a factory reset.

i

First, restart the computer. Still no sound? Do the steps below.

!

Call the Hand Scanner tech team before you do this. It wipes the screen's own settings. You will need to switch to HDMI again after.

  1. Tap the small arrow ^ at the bottom middle.A bar of icons opens.
  2. Tap the four-leaf clover icon.Marked below. A box of apps opens.
  3. Tap the big gear icon (Settings).
  4. Tap "Restore factory" on the left.
  5. Confirm.Wait. The TV restarts by itself.
  6. After it restarts, switch to HDMI.
  7. Check the sound.
TV icon bar with the four-leaf clover icon circled
Step 2: the four-leaf clover.
Box of apps with the big gear icon circled
Step 3: the big gear.
TV Settings window with Restore factory circled
Step 4: "Restore factory" in the Settings window.
Video: steps 1 to 4 on a store screen.