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How to Troubleshoot Login Issues or White Screen on Touch Screen or Surface Studio Devices

This article explains how to resolve login errors or white screens when launching the DisplaySweet app on a Touch Screen or Surface Studio device running Presenter.

OVERVIEW

If your DisplaySweet app on a Touch Screen or Surface Studio is stuck on a white screen or you’re unable to log in, the issue is typically related to network connectivity, user account configuration, display resolution, or app version mismatches. This guide walks you through how to check and fix each of these areas.

Resolving Login and White Screen Issues in Presenter

Follow these troubleshooting steps to identify and resolve login or blank screen problems on a Windows-based DisplaySweet device.

Step 1: Check the Network Connection

  1. Remote into the PC using TeamViewer (with the user’s permission).

  2. On the device:

    • Click the Wi-Fi icon in the taskbar.

    • Check if the PC is connected to a Wi-Fi network.

  3. If not connected:

    • Ask the client to power on the Wi-Fi router and connect to a valid network.

  4. If the signal is weak:

    • Recommend contacting their internet service provider.

  5. If the signal is strong but no internet:

    • Ask them to run Windows Network Diagnostics or contact their internal IT team.

Note: Depending on the subscription level certain features may not appear. If you'd like to discuss additional features please email support@displaysweet.com or contact your DisplaySweet Account Manager.

Step 2: Verify User Login Access

  1. In TeamViewer, open a browser (Edge or Chrome).

  2. Go to salesapp.displaysweet.com.

  3. Retrieve the user login details from:

    • Google Drive > Service Dashboard > PDS > User Accounts

  4. Attempt to log in using the provided credentials.

If login fails, escalate to Level 2 (L2) support for account review.

Step 3: Check Display Settings and Resolution

  1. On the device, right-click on the desktop and choose Display settings.

  2. Adjust the scaling based on resolution:

    • If the resolution is 3840x2160 or higher, set scaling to 200%.

    • If the resolution is 1920x1080 or lower, set scaling to 100%.

  3. Restart the app after applying changes.

Step 4: Confirm App Build Number

  1. In your browser, go to salesapp.displaysweet.com.

  2. Navigate to the project > Settings > check the Build Number.

  3. In TeamViewer, open the Presenter app on the device and go to Settings to view the installed Build Number.

  4. Compare the two:

    • If they don’t match, escalate to L2 support to update or align the build.

Step 5: Try a Network Change

  1. Ask the user to connect the device to a mobile hotspot.

  2. Attempt login again via the Presenter app or browser.

    • If successful, the issue may be related to their local network or firewall.

Step 6: Restart the Device

  1. Ask the client to restart the PC.

  2. Reopen the DisplaySweet app and attempt to log in again.

Step 7: Escalate to L2 Support

If none of the above steps resolve the issue:

  1. Escalate the case to Level 2 (L2) support.

  2. Include in your escalation:

    • Project name

    • User account details tested

    • Build number comparison

    • Screenshots of resolution/scaling settings

    • Description of all steps completed

You can submit a support ticket via the DisplaySweet Support Portal or email support@displaysweet.com.

Tips and Common Questions

  • Weak or captive networks may load the app but block full login functionality.

  • Ensure the PC’s clock and region settings are correct — it can affect secure logins.

  • Matching the app Build Number ensures compatibility with the project configuration.