Had to run another idiotic call yesterday. The note on the ticket said "***Dispatch*** to service touchscreen still having issues. will not calibrate, not recognizing touch during calibration attempt/ POS 5 (office) frozen." The note that support left from them working with the store, "pos5 frozen, reset winpos. touchscreen, still having issues. will not calibrate, not recognizing touch during calibration attempt. Dispatch to service touchscreen."
When I walk into the store I immediately go to the checkout lane, plug in a keyboard, and calibrate the touchscreen without an issue. I went and spoke to the manager (who happened to be the one support spoke with) and started asking questions. I was able to piece together what happened, which was the manager was sitting at the server talking to support. Support remotes into the server and then connects to the lane through the server. This shows the lane's screen on the server, much like TeamViewer. When support asked the manager to touch the onscreen targets to calibrate the touchscreen the manager touched them... on the server's monitor, which is not a touchscreen. The manager was dense enough to do this and support was negligent enough let this happen.
When I walk into the store I immediately go to the checkout lane, plug in a keyboard, and calibrate the touchscreen without an issue. I went and spoke to the manager (who happened to be the one support spoke with) and started asking questions. I was able to piece together what happened, which was the manager was sitting at the server talking to support. Support remotes into the server and then connects to the lane through the server. This shows the lane's screen on the server, much like TeamViewer. When support asked the manager to touch the onscreen targets to calibrate the touchscreen the manager touched them... on the server's monitor, which is not a touchscreen. The manager was dense enough to do this and support was negligent enough let this happen.