Troubleshooting TouchBack Issues on Display Connected to ClickShare

This article aims to help users troubleshoot and resolve issues with touchback not working on display connected to ClickShare. It provides clear, step-by-step instructions to identify and fix common problems, ensuring a smooth and interactive meeting experience.

Common issues

• Symptoms: Touchback not-responding, single touch only, multitouch not working.
• Possible Causes: Connection issues, compatibility problems, software settings, or permissions.

Troubleshooting tips

1. Check connections
   • Ensure the touch panel is connected to the ClickShare Base Unit using either HDMI™ and USB or USB Type-C, depending on the touch panel type, for both video and data streams.
2. Verify single touch panel is connected
   • Ensure only one touch panel is connected to the Base Unit, as multiple panels are not supported.
3. Verify Base Unit supports touchback function, ensure it is enabled
   • If your Base Unit supports touchback function and detects a touch panel, you will see a touchback button in the bottom-right corner of the status bar.

     

     Touchback function is enabled
4. Check permissions on macOS
   • Ensure ClickShare has accessibility permissions in macOS settings: Privacy and Security > Accessibility.

      

     Ensure the ClickShare app has been granted Accessibility permission. If ClickShare is not listed, press the + button to locate and add it to the list.

      

5. Multitouch is not available or working
   1. Verify the maximum number of touch points supported by your touch panel.
   2. Ensure your environment meets the requirements for multitouch.
   For comprehensive information on multitouch requirements and touchback features supported by your ClickShare device on a touchscreen display, see KB15061.

Contact Barco support:

If you are still experiencing issues or have any other touchback-related problems not mentioned here, please contact Barco support by creating a service ticket (how-to, see KB6024).