These guidelines help Durham Public Schools staff safely use and maintain TouchView interactive displays, protect the equipment and accessories, and reduce avoidable downtime.


SUPPORT AND SERVICE REQUESTS


For technical support, contact the DPS IT Support Center:


Website: https://itsupport.dpsnc.net/

Email: [[email protected]](mailto:[email protected])

Phone: 919-560-3837

Hours: Monday–Friday, 7:00 a.m.–5:00 p.m.

If no one answers, leave a message, and an IT technician will follow up.


When submitting a ticket, please include:

• School or site name and room number

• Display model number and DPS asset tag, if available

• A clear description of the issue and when it began

• Photos of any error message or visible damage, when possible

• The best time for a technician to visit



DAILY USE AND GENERAL CARE


• Use care around the display. TouchView displays are durable, but impact, pressure, moisture, and rough handling can still damage the screen, ports, frame, or internal components.

• Use only a finger or the provided TouchView pen on the screen. Do not use sharp objects, permanent markers, or excessive pressure.

• Keep food, drinks, liquids, magnets, and objects that could fall away from the display.

• Connect and remove cables gently. Never force a connector into a port or pull a cable by its cord.

• Turn the display off when it is not in use. This saves energy and helps extend the life of the device.

• Do not move, remount, open, or attempt to repair the display. Submit an IT Support ticket for assistance.



INCLUDED ACCESSORIES AND REPLACEMENT RESPONSIBILITY


Each display is initially provided with an assortment of accessories. The exact quantity may vary by installation. Typical accessories include:

• One HDMI cable

• One USB-C cable

• One USB touch cable

• One or two TouchView pens

• One remote control



REPLACEMENT POLICY


IT will replace a provided accessory that is broken or defective when the damaged item is present and can be returned or inspected. If an accessory is missing, lost, or stolen—or if additional items are requested beyond the original allotment—the school or site is responsible for purchasing the replacement or additional item.

• Keep the remote, pens, and cables in a consistent, secure location near the display.

• At the end of the school year, leave all display accessories with the installed display for inventory and maintenance.



CLEANING THE DISPLAY


IMPORTANT: Never spray cleaner, water, or any liquid directly onto the screen or frame. Liquid can run into the bezel or internal components and damage the display.


1. Turn off the display and allow the screen to cool.


2. Apply a small amount of screen-cleaning solution to a clean microfiber cloth. The cloth should be damp—not wet.


3. Gently wipe the screen using light pressure.


4. Use a dry portion of the microfiber cloth to remove any remaining moisture or streaks.


5. Wait until the screen is fully dry before turning the display back on.


Do not use paper towels, abrasive cloths, scouring pads, ammonia, bleach, alcohol-heavy household cleaners, or other harsh chemicals.



SOFTWARE UPDATES AND POWER


• Run system or firmware updates when the display prompts you. Updates may include security, reliability, compatibility, and performance improvements.

• Allow an update to finish. Do not unplug or turn off the display while an update is installing.

• If an update repeatedly fails, the display becomes unresponsive, or an unfamiliar administrative password is requested, submit an IT Support ticket.

• Use the display’s power control to shut it down when it will not be used. Do not routinely disconnect power as a substitute for properly shutting down the display.



WARRANTY PROTECTION: REPORT PROBLEMS PROMPTLY


Many TouchView displays are covered by a manufacturer’s warranty. If anything appears incorrect—including lines, discoloration, touch problems, unusual sounds, intermittent power, damaged ports, loose mounting hardware, cracks, or error messages—stop using the display if continued use could worsen the problem and notify IT immediately.


WHY TIMING MATTERS


Waiting to report a problem may allow the warranty to expire before IT can diagnose the issue and complete a warranty claim. This can lead to longer downtime and delay the display’s return to service.



DPSAV NETWORK REQUIREMENTS


TouchView displays are configured to use the DPSAV network for approved display functions and services.



NETWORK SECURITY


DPSAV is a password-protected network. Its password must not be viewed, copied, posted, written down for others, or shared under any circumstances.


• Do not remove the display from DPSAV or connect it to another wireless network.

• If the display does not recognize DPSAV, has been moved off DPSAV, repeatedly disconnects, or needs any other network attention, contact IT immediately.

• Do not reset the network settings, factory-reset the display, or attempt to obtain or enter the DPSAV password.



CONNECTION OPTIONS


Depending on the room setup and display model, users may connect a device using:


• HDMI for video and audio

• USB-C for supported video, audio, data, and/or charging functions

• A USB touch cable, used with HDMI when touch control from the connected computer is needed

• An IT-approved wireless screen-sharing method available on the display


If an image appears but touch does not work, confirm that both the video cable and USB touch cable are connected. Then, select the correct input source. If the issue continues, submit an IT Support ticket.



QUICK TROUBLESHOOTING


Display will not turn on:


• Confirm that the power indicator is present.

• Check that the remote has working batteries.

• Confirm that the display was shut down rather than placed in a blank-screen mode.


No image from a connected device:


• Confirm that the connected device is turned on and awake.

• Make sure all cables are fully connected.

• Select the correct HDMI or USB-C input.


Touch is not working:


• When using HDMI, confirm that the USB touch cable is also connected.

• Restart the connected computer, if appropriate.


Remote does not respond:


• Check the batteries and confirm that they are installed correctly.

• Remove any obstruction between the remote and display.

• Try using the controls located on the display.


DPSAV is missing or disconnected:


• Do not change wireless networks or request the DPSAV password.

• Submit an IT Support ticket immediately.


Visible damage, mounting concern, or recurring error:


• Stop using the display if continued use may be unsafe or cause additional damage.

• Contact IT immediately.


BEFORE YOU LEAVE THE ROOM


• Turn off the TouchView display.

• Return the remote and pens to their designated storage location.

• Disconnect personal devices and remove personal adapters.

• Leave all DPS-provided cables and accessories with the display.

• Report damage, missing accessories, network problems, or other concerns promptly.


Protect the display. Protect the accessories. Report problems early.