SUPPORT & LIFECYCLE

# Practical support for every display.

Find product information, prepare for a service conversation, or work through common installation and operating questions before you contact the team.

SUPPORT FOR INSTALLED DISPLAYS

## Contact Support for your model.

Have the display model, serial number, installation location, power method and a short description of the issue ready. If the display is showing a message or indicator state, include that too - it helps us route the issue quickly.

Contact Support
01 / IDENTIFY

### Confirm the model

Use the rating label and project records to identify the display model and serial number.

02 / CHECK

### Capture the basics

Record the symptom, any connected equipment, power method and steps already taken.

03 / CONTACT

### Send the detail

Our support team can then advise on next steps, compatible updates or service routing.

WARRANTY & REPAIR

## Service begins with clear information.

Warranty terms are supplied with the relevant order, quotation or reseller agreement and can differ by model, region and project. We confirm eligibility before any repair, replacement or return is authorised.

### What to provide

Model and serial number, date and source of purchase, project or installation location, fault description, photographs/video where useful, and contact details for the site.

### What happens next

We review the issue, confirm the applicable service route and advise whether remote diagnosis, a configuration check, repair or return is appropriate.

### Keep installations moving

For multi-display or business-critical deployments, include the number of affected units and operational impact so the team can help prioritise the next action.

For the warranty term and exclusions applying to a specific display, refer to its sales documentation or contact PM Plus with its serial number.

COMMON QUESTIONS

## First checks for common issues.

The display will not power on. What should I check?

First confirm that the site power source is live and that the cable or approved power connection is seated securely at both ends. Check any local switched outlet, fused spur, power bar or power-over-Ethernet equipment used by the installation. Remove non-essential accessories, then try a controlled restart using the normal power control. Do not open the enclosure or substitute a power supply. If the display still does not start, contact support with the model, serial number and the observed indicator state.

The display is on, but there is no picture or it says “No signal”.

Confirm the selected input is the one connected to the source. Check that the source device is awake and that its video cable is secure. Test with a known-good cable or source where practical. For an external computer, use a supported resolution and refresh rate and check that it has not entered sleep mode. Record the input used and any on-screen message before contacting support.

Touch is slow, inaccurate or not responding.

Clean the display surface with the approved method and ensure nothing is pressing on, covering or attached to the touch area. If the display is connected to an external computer, check the USB touch connection and the associated driver. Restart the display and source device. If the issue persists, include the application/source in use and whether the problem affects the whole screen or one area.

The display cannot connect to the network.

Check the Ethernet connection or Wi-Fi credentials against the site network requirements. Confirm the network permits the display to reach the required services and that the installation has the correct IP/DHCP configuration. A network administrator may need to verify VLAN, firewall or captive-portal restrictions. Do not factory-reset a deployed unit until the configuration has been recorded.

How should we apply OS or firmware updates?

Only use an update that PM Plus has supplied or approved for the exact display model and installed configuration. Schedule a maintenance window, confirm stable power and network/USB media as required by the update instructions, and do not interrupt power while an update is installing. Record the existing software version before the update and confirm basic display, touch and network operation afterwards. Contact support if the correct update package or version is unclear.

The display restarts, sleeps or switches off unexpectedly.

Check the configured sleep, power-saving and scheduling settings before treating this as a hardware failure. Confirm power is stable at the installation point and check whether connected source equipment is entering standby. If the problem repeats, note the time, frequency, indicator state and whether it affects a single display or a wider group of units.

Can we factory-reset the display?

Use a factory reset only as a planned recovery step. It can remove network settings, installed applications and configured deployment information. Capture the current configuration and consult the project administrator or PM Plus support first, particularly for managed or public-facing installations.

MODEL SUPPORT

## Find the right starting point.

Display family | Typical application | Start here
--- | --- | ---
8 inch | Access, attendance and staff workflow | Product specifications →
13 inch | Visitor interaction, building information and exhibit display | Product specifications →
15 inch | Equipment interface and guided self-service | Product specifications →
22 inch | Shared interactive workflows | Product specifications →
37 inch | Wayfinding, communication and information display | Product specifications →
55 inch | Large-format wayfinding, communication and information display | Product specifications →

SOFTWARE & SECURITY MAINTENANCE

## Find each model's planned support period on its product page.

Every PM Plus product page now lists its planned software and security support period. For the current software version, release availability or compatibility guidance for an installed display, contact Support with the model and serial number.

View product support periods