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The app is not loading on the Touchscreen / Surface Studio

The article provides the troubleshooting steps for resolving the app not loading on the Touchscreen / Surface Studio

If the DisplaySweet app isn't loading on a Touchscreen / Surface Studio (Windows), it could be due to issues with the app, Windows settings, or network permissions. Follow these detailed troubleshooting steps:

  1. Initial Checks
    • Internet Connection: Verify internet access by opening a browser (Edge/Chrome) and loading a website.
    • Restart the App: Fully close the DisplaySweet app (using Task Manager if needed) and relaunch it.
    • Restart the Surface Studio: A fresh reboot can clear temporary memory or background processes interfering with the app.
  2. Update All Software
    • Windows Updates: Go to Settings → Windows Update → Check for updates, install any pending updates, and restart your device.
    • DisplaySweet App: If installed from the Microsoft Store, open the Store → Library → Get Updates. For manual installations, contact your IT team or DisplaySweet Support for the latest version.
    • Drivers: Update graphics and network drivers via Device Manager → Display adapters / Network adapters → Update driver to prevent app hangs caused by outdated drivers.
  3. Permissions & Compatibility
    • Run as Administrator: Right-click the DisplaySweet app icon and select “Run as administrator.”
    • Firewall/Antivirus: Corporate networks or Windows Defender can block app traffic. If permitted, temporarily disable your firewall to test, or request your IT team to whitelist the app.
    • Compatibility Mode: If the app isn't designed for your Windows version, right-click the app → Properties → Compatibility tab and run it in compatibility mode for Windows 10.
  4. Reinstall the App
    • Uninstall DisplaySweet (Start → Apps → find DisplaySweet → Uninstall).
    • Restart the Surface Studio.
    • Reinstall the app from its official source (Microsoft Store or the installer from DisplaySweet).
    • Log in with your credentials.
  5. Network & Sync Issues
    • Corporate Network Restrictions: Some networks may block peer-to-peer or external sync services used by DisplaySweet. If possible, test on an alternative Wi-Fi network or mobile hotspot.
    • Proxy/VPN: Temporarily disable any VPN or proxy you're using, as they can prevent the app from loading its content.
  6. Isolation Test
    • Attempt to log into DisplaySweet on another Windows device or an iPad.
    • If it works on another device, the problem is specific to the Surface Studio.
    • If it fails on all devices, it likely indicates a backend/server sync issue, requiring escalation to DisplaySweet Support.