Troubleshooting Manual DOS16002_01

COFASI VISIONOR
702 RUE DU PONT ROUGE
59236 FRELINGHIEN
Tel: +33 3 2087 1328
Email: visionor@visionor.fr
Server: http://www.visionor.net

Company: AAL

Equipment: TAG490AAL

DOS16002_01

TROUBLESHOOTING MANUAL

TAG 490 AAL 01

(DFV0384 A & B)

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Record of Revisions

Revision 01 02 03 04
prepared by : Date : March 18, 2016

Name : Jacques CONION

Function : Design Engineer

Visa :

reviewed by : Date :

Name :

Function :

Visa :

Approved by : Date :

Name :

Function :

Visa :

Revision Revision description

Creation of the manual.

01

02

03

04

Reference Document:
DFV0384 A or B: manufacturing manual of the display A: without audio B: with audio
This information is given in good faith based upon the latest information available to COFASI-VISIONOR , no warranty or representation is
given concerning such information, which must not be taken to established any contractual or other commitment binding upon COFASI-
VISIONOR or any of its subsidiary or associated companies.
The information on this document has been carefully checked and is believed to be accurate and reliable. However, no responsibility is
assumed for inaccuracies.
Furthermore, COFASI-VISIONOR reserves the right to make changes to any portion of this manual to improve reliability, function or design.

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CONTENTS

1. OVERVIEW _______________________________________________________________________ 4
2. PREVENTIVE MAINTENANCE ______________________________________________________ 5
2.1 – First use _______________________________________________________________________________ 5
2.2 – Maintenance ___________________________________________________________________________ 6
2.3 – Change polycarbonate in front side ______________________________________________________ 7
3. TROUBLESHOOTING _____________________________________________________________ 10
3.1 – Opening the display ___________________________________________________________________ 10
3.2 – Electrical synoptic _____________________________________________________________________ 12
3.3 – Front panel ___________________________________________________________________________ 13
3.4 – No picture & no led on the front panel __________________________________________________ 14
3.5 – No picture & green led & no fan ________________________________________________________ 17
3.6 – No picture & green led & fan ___________________________________________________________ 19
3.7 – No picture & blink yellow led ___________________________________________________________ 22
3.8 – No picture & fix red led ________________________________________________________________ 23
3.9 – Red led is blinking _____________________________________________________________________ 23
3.10 – BIOS configuration ___________________________________________________________________ 24
3.11 – “No signal” Text on the screen ________________________________________________________ 26
3.12 – The terminal still displays the desktop picture __________________________________________ 27
3.13 – The terminal still displays the default page _____________________________________________ 28
3.14 – The default page is not good __________________________________________________________ 30
3.15 – No sound ____________________________________________________________________________ 31

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1. OVERVIEW

The TAG 490 ALL 01 is an industrial managed screen used to display WEB page from a
HTML server.

Feature of TAG 490 AAL 01:

• 49" TFT LCD panel (high brightness and LED backlight)
• Motherboard with his management board and his power supply on a specific cabinet
• Video board and his RS232 board
• Power supply (for LCD panel and video board)
• Audio interface (board and speakers) with DFV0384B only
• Fans
• Specific industrial cabinet

This manual describes maintenance and troubleshooting action.

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2. PREVENTIVE MAINTENANCE
There is no specific preventive maintenance to do.

2.1 – First use

Before the first use, don’t forget to take off the protective film from the polycarbonate plate in
the front side of the terminal.
You have to lift the front side of the display to take off the protective film.

Unlock the front side of the display lift up the front side
(two locking at the bottom side)

Begin by a corner remove the entire height

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2.2 – Maintenance

Check mechanical:
• Periodically check for loose screws, gaps, distortions or other problems that may occur with
the mounting apparatus.
• Regularly check the mounting location for signs of damage or weakness that may occur over
time.
• Periodically inspect the installation location to insure that it is strong enough to support the
weight of the display.

If a problem is detected, please refer to qualified personnel for service.

Cleaning the cabinet

• Clean all the back cabinet to reject dirt and dust at least once a year.
• Periodically, gently wipe the cabinet with a soft cloth.
To clean the cabinet, dampen the cloth with a neutral detergent and water, wipe the
cabinet and follow with a dry cloth.

Do not clean with benzene, thinner, alkaline detergent, alcoholic system detergent, wax,
polish cleaner or soap powder. Rubber or vinyl should not be in contact with the cabinet for
an extended period of time. These types of fluids and materials can cause the paint to
deteriorate, crack or peel.

Cleaning the polycarbonate in front side

• Periodically, please gently wipe the polycarbonate in the front side of the display.
• Use cleaning wipes. This kind of product removes dust and dirt and provides streak free
cleaning, rapid self-drying and prevents static build up.

To clean the polycarbonate front side, only use special cleaning wipes for TFT/LCD
screens.
Do not use glass cleaner. Do not used benzene, thinner, alkaline detergent, alcoholic
system detergent, wax, polish cleaner or soap powder.

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2.3 – Change polycarbonate in front side

When the protected polycarbonate of the front side of the display is too damage (claws,
broken, hard painting…), it will be useful to change it.

1) lift the front side of the display (see paragraph 2.1)

2) take off the four fixing screws from the two fix part VT14002A-Z-01(two on each part)

Right part
Left part

Four screws

3) take off the two fix part VT14002A-Z-01 (left and right)

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4) take off the teen fixing screws of the polycarbonate protection.

Teen screws

5) slightly tilt the LCD support forward. To do that, unlock the support. Press the two locking
at the top side inward the display

Two locking

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6) take off the old polycarbonate protection.

7) put a new polycarbonate protection.

8) Perform reassembly operation (reverse sequences).

NOTE: to close the front side of the display, you have lifted it up to the maximum before in
order to lift it down.

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3. TROUBLESHOOTING
3.1 – Opening the display

1) Unlock the front side of the display: two locking at the bottom side. Press the two locking
at the bottom side outward the display

2) Lift up the front side

3) slightly tilt the electronic support forward. To do that, unlock the support. Press the two
locking at the top side inward the display

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4) take off the security cable

Security cable

5) gently tilt the electronic support to the maximum. You can see all the electronic parts.

Speaker (DFC0384B only)

Mother board
and its power
Main power supply
supply board

Fan Video board Fan

NOTE: before closing the electronic support, don’t’ forget to fix the security cable.

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3.2 – Electrical synoptic

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3.3 – Front panel

The display has a small window in the bottom right of the front panel. This window contains
LED and sensors. Never hide this window.

Green led: power indicator.

Steady light when the secondary voltage is present.
Red led:
Blink quickly on maintenance operation
Steady light when an internal default is detected (component failure)
Yellow led:
Blink slowly when the backlight is OFF (power saving mode)
Blink quickly when receiving signal from the IR remote control
External brightness sensor
IR remote control sensor

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3.4 – No picture & no led on the front panel

More than two minutes after switching on the display, there is not picture on the display (black
panel) and front side led is not lit (no green, red or yellow color can be seen).

1) Check the main power switch

2) Check the power cable (not damage)
3) Check that the inside main power connector is well pushed

4) Check that the two inside secondary power connector are well pushed

5) Check that the power connector of the motherboard cabinet is well pushed

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6) Check the fuse in the inside main power connector

Check two fuses: T 2,5A

7) Check the fuse of the motherboard cabinet

Spare fuse Fuse to check : T 1,6A

8) set the main power switch to have its light on

Secondary supply light

Main power light

9) if the main power light is on and the secondary light is off, the internal power supply
board of the motherboard cabinet may be out of order.

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10) check that PNF0574A (backlight command) and PNF0582A (Front panel board) are plug
in the motherboard cabinet.

PNF0582A: front panel module PNF0574A: Backlight command

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3.5 – No picture & green led & no fan

More than two minutes after switching on the display, there is not picture on the display (black
panel). Only green led is lit on the front side. The fan doesn’t turn.

1) Check that the two inside secondary power connector are well pushed

2) Check that the power connector of the main power supply board is well pushed

3) Check the fuse of the main power supply board

Fuse to check : T 8A

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4) Check that the four secondary power connectors of the main power supply board are well
plugged.

5) Check if the fans turn.

If it’s not the case, the main power supply board may be out of order.

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3.6 – No picture & green led & fan

More than two minutes after switching on the display, there is not picture on the display (black
panel). Only green led is lit on the front side. The fans well turn.

1) check that PNF0574A (backlight command) is plug in the motherboard cabinet.

PNF0574A: Backlight command

2) Check that the power connector of the video board is well plugged

4) Check the color of the video board light

Video board light

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• No light on the video board panel: No power

o check PNF0575A (cable between video board and video control board)

PNF0575A

o check power voltage on the power connector of the video board

(the voltage value are written on the board)

o If the light of the video board panel remains off, the video board may be out of
order.

• Red light on the video board panel: the video board is off.
o You have to push the power button of the video board panel.

Power button

The light will turn green or orange.

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• Orange light on the video board panel: the video board don’t received video signal
o Check if video cable (PNF0584A) is well plugged between the mother board
cabinet and then video board.

PNF0584A

o Check the video signal of the motherboard cabinet. Put the DVI video signal on
another screen and restart the motherboard. Check that the DVI signal is correct.
o Check if DVI signal input is selected in the video board (see below).

• Green light on the video board panel: there is a video signal.

o Check the motherboard cabinet. Put the display in maintenance and full backlight
mode (SW3 & SW4 ON on the motherboard cabinet) and restart the TAG490. The
red light of the front panel must blink and the backlight of the display must be ON.
SW3 : ON (Full Backlight mode)

SW4 : ON (Maintenance mode)

o Check that the DVI video input is selected in the video board. Push on “source”
button to select DVI input.
Four video inputs: AV / S-VIDEO/ RGB / DVI
If a bad input is selected, the screen must display a “NO SIGNAL” text during a
short time.

Source button

o Restart the TAG490 and check informations on the screen: bad configuration or
hardware default (memory, SSD hard disk…)
AutoTest BIOS / OS configuration (initialization, auto logon, desktop…)
o Verify “log_osd.txt” file in “d:/OSD”. You can use TightVNC software to remote
inspect the OS/Software of the TAG490.

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3.7 – No picture & blink yellow led

The TAG490 is in “sleeping” mode.

• TAG490 never reboot: the backlight is off.

Verify with “ManageTAG490” software that the terminal is in “sleeping mode”

Backlight OFF

Click on “ON” selection in the backlight group to put the TAG490 in “normal” mode.
You can also restart the TAG490.

• TAG490 always reboot every four minutes without ping answer.

Every four minutes, the TAG490 reboot (you can hear the restart beep of the mother board),
but during this period, you never have an answer to a ping question.
The Operating System doesn’t start: motherboard or SSD may be out of order.
Put the TAG490 in maintenance mode (SW4 ON), restart the TAG490 and analyze the
displayed information to define the nature of the default.
- motherboard default (nothing display on the screen)
- incorrect BIOS settings
- SDD out of order
- OS initialization default

Verify that the power supply cable of the motherboard is well plug

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Power supply of the motherboard

• TAG490 always reboot every four minutes with ping answer.

Every four minutes, the TAG490 reboot (you can hear the restart beep of the mother board),
but during this period, from time to time, you have an answer to a ping question.
The Operating System starts correctly but there is a software default.
Put the TAG490 in maintenance mode (SW4 ON), restart TAG490 and analyze the displayed
information to define the nature of the default.
- Verify the “log_osd.txt” file to see if OSD software automatically starts
- Verify the “log_osd.txt” file to see if all configuration files are correct.
- Verify the “log_osd.txt” file to see if OSD software stop brutally
This “log_osd.txt” file will give you important information about the default.

3.8 – No picture & fix red led

The TAG490 is in “security” mode.

Put the TAG490 in “maintenance” and “full backlight” mode (SW3 and SW4 ON).
See information:
• Witch the remote control: Maintenance and System OSD menu (current temperature, free
space drive…)
• With a local USB keyboard or with TightVNC remote software, analyze the log file
(log_osd.txt) the see the default.

Restart the TAG490 and observe the boot sequence to detect a problem.

3.9 – Red led is blinking

The TAG490 is in “maintenance” mode.

Put the TAG490 in “normal” mode (SW4 OFF).

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3.10 – BIOS configuration

You have to put the TAG490 on maintenance mode (SW4 ON), put a USB keyboard TAG490
and push on “delete” key during the initial boot phase to see the BIOS configuration.
You can see below a good BIOS configuration.

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3.11 – “No signal” Text on the screen

A “No signal” text is displayed on the screen.

• Push on “source” button of the video board panel to select the DVI input.
Four video inputs: AV / S-VIDEO/ RGB / DVI
If a bad input is selected, the screen must display a “NO SIGNAL” text during a short time.

Source button

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3.12 – The terminal still displays the desktop picture

The terminal doesn’t display in HTML page from a server or the default page.
The terminal always displays the desktop picture.

• Verify that the OSD software is running (use the task manager/processes: CTRL/ALT/SUP)

• Verify that there no error in the configuration files (use “log_osd.txt” file).
• Verify that the parameter DISPLAY_HTML in “osd_network.txt” file is 1. If this parameter is 0,
the TAG490 will never display a HTML page or the internal default page.

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3.13 – The terminal still displays the default page

• Verify that the TAG490 is connected to the network

• With the remote control, verity that the IP address of the TAG490 is correct

• With the remote control, verify that the IP address of the primary and secondary HTML
server are correct

• With the remote control, make ping test to primary and secondary server

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• With remote control, make HTML test to primary and secondary server

• With remote control, verify the URL page for the primary and secondary server

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3.14 – The default page is not good

The default page is an internal web page or an internal “bmp” picture.

If “d:\default\default.html” file is present, the TAG490 will display this web page. All external
components used by this web page (picture file, video file…) must be store in “d:/default/”
repertory.
If “default.html” file is not present, TAG490 will try to display “d:\osd\default.bmp” file.

• Verify that the internal default HTML page (default.html) or the internal default picture is
present in ”d:\default” repertory.
• Verify the resolution of the “default.bmp” picture. The best resolution is 1920x1080.
• Verify that all external element of the default HTML page are present in ”d:\default” repertory.
• Verify that all the files present in ”d:\default” repertory are the good files.
Example of ”d:\default” repertory

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3.15 – No sound

No sound is emitted by the TAG490.

• Verify that you TAG490 has the audio option :DFV0384B (TAG490 DFV0384A doesn’t have
audio module).
• With the remote control, verify that the audio level adjustment is not 0

• With the remote control, make an audio test

• With the remote control, make an audio test

• Verify that the output audio cable between the motherboard and the amplifier is well plug

Motherboard audio output

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• Verify that the output cables to the speaker are well plug

Cables to speaker

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