Touchscreen boot loop

[Tomas Nanko]

Hi Michael,

I have a touchscreen on my bench that is in a boot loop, the app keeps crashing, if i hit the App info button i can get into the menu tha allows mw to open, uninstall and force close the app, force closing and opening doesnt help.

Serial # 100267649

Tablet build number 3.4.182

Elk app 0.12.228

[Amy Strickland]

Tomas,

An update to app version 0.13.006 is available for your touchscreen serial # 100267649.  When you force close the app, does the screen automatically restart?  If not, what options appear on the screen?

[Tomas Nanko]

Hi Amy,

If I force close the app it just stays in the App Info option, it will not restart the screen. Is there a way I can side-load the latest version of the app on the screen? or a way to factory default the screen?

[Amy Strickland]

Tomas,

If you use the phone app to delete the touchscreen from the E27, then restart the screen, does the app continue to crash?

[Tomas Nanko]

Hi Amy,

I got this screen some time in Oct/Nov, installed 1 update on it, connected it with a E27, but that panel has since been repurposed at a different job. I did NOT delete the touchscreen from the E27 when it was repurposed. I powered down the screen and it has been sitting in storage for a few months. I took it out of storage to get it updated and powered it over the POE adapter and noticed that the app keeps crashing on boot up.

[Tomas Nanko]

Any way to factory default the screen to get it into Out Of Box Experience? or reload a new version of the app?

[Tomas Nanko]

Any news on how to fix this?

[Amy Strickland]

There is a factory default option in the app on the Installer Settings page.  However, it sounds like you won’t be able to get to that screen since the screen keeps crashing and rebooting. You could try the Clear App Data option from the App info screen to see if that allows the app to launch correctly.

[Tomas Nanko]

Hi Amy, Clear App Data does not help. Any way to sideload the app?

[Amy Strickland]

Did you click Clear Cache or Clear App Storage under the App Data option?  The Clear App Storage should allow the app to boot to the panel discovery page.  There is not a way to “side load” the app.  If clearing app storage does not work, we may need to RMA the screen to factory restore it.

[Tomas Nanko]

Clearing app storage did not work, can I send this back in to get it updated?

[Amy Strickland]

Tomas, I will send you an email with details on getting the screen returned so we can update it for you.

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