I Solutions Technologies Pvt Ltd

General

All on-site visit will be arranged once the first line support has been complete via the support helpdesk.

  1. If you are facing technical issues with a product the 1st step is to create a support ticket.
  2. Our support team will assess the issue.
  3. If the product is found to be faulty, we shall send you an RMA form for you to complete and return via the helpdesk.
 

To register your product for warranty you will need to complete the warranty registration form on our web site.  https://www.genee-group.com/warranty-registration.

Touchtables

There are 5 different PIN codes that your table is pre-setup, Admin 1234 / Audio 1111 / Padlock 2222 / OS 3333 / shutdown 4444
There is a small global on the front menu, which is either red or green, if the global is green there is a internet connection present.
Yes, you can install applications to the touch table.  Please check the user manual for instruction how to do this.

Touchscreens

  1. Check the mains lead has not been trapped and damaged behind the screen when the screen has been tilted forwards or backwards.
  2. Android based screens have a reset button located by the power cable input. Reset by holding in for a few seconds.
  3. Raise a support ticket on Geneeworld website.
  1. Check the mains cable is fully inserted and the rocker switch by the mains input is set to on.
  2. Check there are no damaged ports (especially USB) as this will hold the screen in standby for safety, including wrong connection of USB.
  3. Raise a support ticket on Geneeworld website.
  1. Ensure that the correct USB touch port is in use for the source selected. See user manual (available for download)
  2. Use the shortest USB cable possible (maximum 5 metre unless using powered repeaters)
  3. Ensure that you have run the “calibration” process, either on Windows “tablet PC settings”, or within the provided “spark” software. You will need administrator privileges on the PC to do this.
  4. Check that there is nothing around the frame of the screen that can block the “vision” of the IR sensors used for touch.
  5. Raise a support ticket on the Geneeworld website.
  1. Quality of cable and length of cable are important. Keep length to a minimum. Screens are provided with suitable cables. Check cables are fully inserted and that ports and cables have not been damaged.
  2. Use suitable resolution settings from your equipment to the screen. Either 1920x1080p(for FHD) or 3840x2160p(for UHD/4k) will be the native resolution of your screen.
  3. If cabling is not the issue raise a support ticket on Geneeworld website and attaching a picture will help diagnosis.
Consult with your supplier for software that is bundled with the purchase of your screens, and what the available options are. These are supplied by download link.
They are available by download, so submitting a support ticket online with your screen detail will enable us to send you a link for your specific model.
You will only have a basic one-year warranty unless you register your product on the Geneeworld website. Registration will ensure you are entitled to the period of warranty stated on your sales invoice.
Please complete a support request ticket on Geneeworld website. We can then make an assessment of the best way forward.
  1. Firstly, complete a support ticket on the Geneeworld website, we can then go through some troubleshooting to make sure you do need a visit. This will ensure if it something that can be sorted over the phone it can be done quickly.
  2. UK visits are free of charge when covered by warranty. You will be asked to fill a site visit request form so that it can be arranged promptly and conveniently.

Visualisers

Visualisers units come with 1-year warranty return to base. Units which have any extended warranty must be registered via the web site.  Please note that proof of purchase will be required for all warranty claims.
The Software we supply with the unit is Genee Toolbar, this will be delivered via our software portal to you.
  1. Check if the power adapter is connected
  2. Check that the fig8 lead is correctly fitted to the power adapter
  3. Should the front panel power button not work, attempt to power the unit with the remote control
  4. Raise support ticket
  1. Check if the output cable is loose
  2. Check you have output to another source, i.e. second monitor or projector
  3. Check the different input sources on the visualiser marked CCD, PC1, PC2
  4. Connect a USB cable to the visualiser and attempt to capture images within your chosen whiteboard or camera application
  5. Raise support ticket
  1. Attempt to use the remote control to zoom
  2. Check that buttons are not stuck or show signs of dirt.
  3. Raise support ticket
Have you taken the lens cap off? There is a rubber cap that protects the lens in transit.  This needs to be removed.
No, you can output the display feed directly to the screen – if you wish to capture images use it in conjunction with an PC using the software provide.
Simply angle the camera so that it points to the table or desk in front or behind the visualiser and zoom out to get the biggest image possible. Use it in this way when carrying out science practical demonstrations or food technology demonstrations or a process on a machine such as threading a sewing machine or using a CNC machine in Technology.

Still Having Trouble?

 
  • We aim to contact all Service Enquiries with a first response within two hours of a ticket being raised
  • If the issue is driver or software related, we will attempt to resolve immediately upon receipt of an online ticket registration
  • We aim to resolve all software and driver issues within a maximum period of three working days
  • We aim to resolve all support visits for hardware issues within 10 working days
  • If after three days, there is no response from the customer via our online helpdesk, our Tech agent system will chase the customer for a response.
  • After a further four days, if there is still no response, customer will be chased again.
  • By the 10th day, if no response has been received from the customer, the ticket will close.
  • Onsite Technical Support Visits are available for hardware failures only. All Support Visits must be booked through the online Helpdesk.