Touchscreen Update Update

[Wesley Perry]

Awesome! I will update to .5.80 and update the panels and keep testing! The last update had been a huge improvement from the update before that. I look forward to more stability with my WiFi panel and overall improvements! Thanks Mike!

[Michael Burrell]

I recommend updating the screen then update the panel since you have the beta version

[Wesley Perry]

Everything up to date and working great! Seems faster, more reliable and even my wifi panel has been in sync the longest all year so far! This seems like a solid update! Great work guys.

[Vi Ngo]

Hi

I updated the touchscreen firmware to version 0.15.007 and my touchscreen serial number is 100267140.

I linked my touchscreen to the Elk Connect app successfully. However, when I try to use the touchscreen to access the panel, I receive an error message that states “this panel version is not compatible with the app.”

What does this mean and how do I troubleshoot it?

[Michael Burrell]

Vi,

This issue is due to the E27 Alarm Engine system firmware not meeting the min requirement for 0.15.007. The control needs to have a minimum firmware of E27CB 0.5.80 in order to utilize the official touchscreen release.

Here is a link to information on the firmware and updating: https://www.elkproducts.com/alarm-engine-support/ae-update-info/

Thanks,

Mike

[Vi Ngo]

Appreicate the quick response, Mike.

The touchscreen is connected now and is working smoothly so far. Thanks so much!

[Roberto Tokici]

Is the touchscreen working with the POE device. We had come back from an install and the Touchscreen was completely black, you could see it on the network. Nothing would happen when you touched it. Power cycled the POE as its using an adapter and it started working. Is there a notification we can get when this thing drops offline??? Or is the POE injector a problematic device, have not seen any other systems as of yet doing this.

Running .80 on the panel.

[Michael Burrell]

We have not experienced this behavior with a black non-responsive screen. The screen has a mode in which it will black out the screen, but still be active on the network. Touching it should wake it.

Would you mind letting me know how you have it set up? Maybe we can recreate this or gain some additional insight.

There are two areas that the settings are configured for the touchscreen. In the app, under Network Devices, then click on the screens serial (or name if you have renamed). In there you can set the time of day that it “Sleeps”. Additionally, there are settings with in the touchscreen its self under “Touch Screen Settings”. Here you can enable or disable the night mode and the screen saver option.

My best assumption based on your feedback is the screen was sleeping some how and became unresponsive to touch for waking. We would be happy to RMA this screen for evaluation. You request this via techsupport@elkproducts.com and reference this post.

Thanks,

Mike

[Roberto Tokici]

Back to another system today and the touchscreen was disconnected form the ELK panel, once I woke it up, said Alarm Engine and it connected and started going. (it seemed to reconnect by itself once I woke it up)

[Michael Burrell]

Roberto,

Thank you for the report. I have passed this along to engineering. We have received a similar report describing the exact same behavior, and we are actively digging into the issue. The challenge is that it appears very random, and we have been unable to consistently reproduce it. Before your report, we had only had one other.

Our current suspicion is that the screen may be experiencing a network connectivity interruption overnight, and then recovers once it wakes. Can you confirm if this screen was connected via POE/LAN or Wi-Fi?

We did recently release a new update for the AE TouchScreen application. While it does not specifically address this issue, it includes several connectivity-related improvements that may help.

AE Version 0.15.026

We will continue investigating and will share any findings or updates as they become available.

Thanks,

Mike

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