The customer's display is not working — troubleshooting

Instructions for diagnosing problems with the customer display in Torgsoft. Applies to VFD displays (line displays) and a second monitor used as a customer screen.

When the customer display stops working

• the customer display remains black or does not turn on;

• the greeting, product name, or amount does not appear on the display;

• the information does not update during a sale;

• after reinstalling Windows or replacing the computer;

• after changing the display type (VFD ↔ second monitor).
  
  

How to understand what exactly the problem is

• the display is physically connected but shows nothing;

• the display is on, but data from Torgsoft does not arrive;

• the second monitor shows a black screen or an empty splash screen;

• the program is running, but the display does not respond to the cashier's actions.

What most often prevents the customer display from working

• the licensed option «Customer Display Connection» (code 049) is not activated;

• the display type is selected incorrectly (monitor instead of VFD or vice versa);

• incorrect COM port or speed for the VFD display;

• the «Extend» mode for the second monitor is not enabled in Windows;

• the path to the splash screen is specified incorrectly (a file is selected instead of a folder).

How to restore the customer display operation

Step 1. Checking the license

Make sure the option «Customer Display Connection» (code 049) is activated.

Check path: Help → About the program

Without this option, the customer display will not work regardless of the connection.

Step 2. Determining the display type

Before configuration, you need to clearly determine the type of equipment:

• second monitor (HDMI / VGA / DisplayPort);

• VFD display (line display, usually 2×20 characters, COM or USB↔COM).

The settings for these types are fundamentally different.

Step 3. Setting up the second monitor (customer screen)

1. Connect the monitor to the PC video card.

2. In Windows, press Win + P → select «Extend».

3. Make sure the system sees two screens.

4. In Torgsoft, open:
   Sales → View → Configure form appearance

5. Enable the option «Display customer screen».

Step 4. Splash screen and video (important)

Torgsoft does not work with individually selected video files.

In the customer display settings, you need to specify the path exactly to the folder where the videos or images are located.

Correct:

D:\CustomerDisplay\

Incorrect:

D:\CustomerDisplay\promo.mp4

If the path to a file is specified, the video does not play and the screen remains black.

Also check that:

• the folder contains at least one supported file;

• the Windows user has access rights to the folder;

• the folder is not located on a network drive without access.

Step 5. Setting up the VFD display

1. Connect the VFD display to the PC (COM or USB↔COM).

2. Open Windows Device Manager.

3. Determine the COM port number.

4. In Torgsoft, go to:
   Settings → Hardware settings → Customer display

5. Specify:

•    the correct COM port;

•    the port speed (usually 9600, unless otherwise specified by the manufacturer).

Note: for a VFD display, the «Extend screens» mode in Windows is not used.

How to check that the display is working again

• open the «Sales» form;

• a greeting or startup text appears on the display;

• when adding a product, the name and amount change;

• the splash screen disappears during the sale and returns after completion.

Typical mistakes

• the «Monitor» type is selected, but a VFD is physically connected;

• the COM port is correctly detected in Windows, but a different one is set in Torgsoft;

• the path to a video file is specified instead of a folder;

• the splash screen folder is empty or has no access rights.

How to avoid repeated problems with the customer display

• secure the USB cable of the VFD display so that the COM port number does not change;

• after reinstalling Windows, check the license and the display type;

• store splash screens in a local folder with a permanent path.

What is important to remember

• the display does not work → check the license (code 049);

• black second screen → check the «Extend» mode and the path to the splash screen folder;

• VFD does not show data → check the COM port and speed.