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SUPPORT COMMUNICATION- CUSTOMER ADVISORY

Document ID: c04137260

Version: 3

HP MX10 Retail Solution - External Monitor Does Not Respond to Touch

Notice:: The information in this document, including products and software versions, is current as of the release date.The document is subject to change without notice.

Release date : 20-Feb-2014

Last updated : 28-Mar-2014

DESCRIPTION
External monitors lose touch functionality or exhibit abnormal touch performance with an external monitor attached to the HP Retail Expansion Dock. This issue also occurs with the following actions:
  • Repeatedly disconnecting/reconnecting the external monitor's USB cable to the HP Retail Expansion Dock USB Ports.
  • Power-cycling the HP Retail Expansion Dock.
  • Restarting the HP ElitePad 900 G1 tablet.
  • The HP ElitePad 900 G1 tablet resumes from Sleep or Hibernation.

sourceInformation

SCOPE
Information in this document applies to the following:
Systems:
  • HP MX10 Retail Solution
Accessories:
  • HP ElitePad 900 G1 Tablet
  • HP Retail Jacket for ElitePad 900 G1 Tablet
  • HP Retail Expansion Dock for ElitePad 900 G1 Tablet
External Touch Screen Monitors:
  • HP L6015tm Monitor
  • HP L6017tm Monitor
RESOLUTION
To resolve this issue, perform the following steps:
  1. Remove the I/O cover from the HP Retail Expansion Dock.
  2. Disconnect the power cord from the HP Retail Expansion Dock.
  3. Power off the monitor.
  4. Disconnect the monitor from the USB port of the HP Retail Expansion Dock.
  5. Reconnect the monitor to the USB port of the HP Retail Expansion Dock.
  6. Power on the monitor.
  7. Connect the power cord to the HP Retail Expansion Dock.
  8. Attach the I/O cover to the HP Retail Expansion Dock.
Figure 1. I/O Cover removed

Hardware platforms affected : HP ElitePad 900 G1 Tablet

Operating systems affected : Not applicable

Software affected : Not applicable

Support Communication Cross Reference ID : IA04137260

HP Inc. shall not be liable for technical or editorial errors or omissions contained herein.The information provided is provided "as is" without warranty of any kind.To the extent permitted by law, neither HP or its affiliates, subcontractors or suppliers will be liable for incidental, special or consequential damages including downtime cost; lost profits; damages relating to the procurement of substitute products or services; or damages for loss of data, or software restorationThe information in this document is subject to change without notice.HP Inc. and the names of HP products referenced herein are trademarks of HP Inc. in the United States and other countries.Other product and company names mentioned herein may be trademarks of their respective owners.

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