Help banner at top of SOP display?

[oldtech]

I have a 3 hr drive to this customer, never seen this before. Is it some easy fix for operator error? She says it won't go away...
Hope the pic is attached.

[LNorris]

Re: Help banner at top of SOP display?

if they press the close button will it not go away?

[oldtech]

Re: Help banner at top of SOP display?

She says no.

Its probably OPE, I just haven't seen this one yet

[Gary Bowen]

Re: Help banner at top of SOP display?

Model of machine please? There are quite a few different Smart Panels out there. That one looks like an '04 colour series SOP? If that is correct "PRESS 1". Have they tried powering the machine OFF? The "Help" icon is for internet connection on the "04's. To date there is no Application firmware available for this machine but they are at version 17.00 for Package Firmware.

[oldtech]

Re: Help banner at top of SOP display?

Sorry, yes its c4504. I talked to the cust while she was driving and didn't go into a lot of detail. She said she would send picture and didn't get that until they were closed. I don't have the serial yet so I can't use ARMS to see firmware but I doubt its been updated since set up and install. It could be they haven't pushed the off button yet. I refuse to use package firm. Its caused us some grief with the smaller boxes.
I'll call them tomorrow and see if they have done a power cycle.
Thanks for all suggestions

[Gary Bowen]

Re: Help banner at top of SOP display?

Unfortunately (or Fortunately) the package firmware for this machine also contains the firmware for the SOP O/S and apps. I downloaded version 17.00 firmware to a C6004 yesterday; I also update JAVA sdk to version 12.60.02. Hopefully, a simple OFF/ON cycle will correct the HELP screen error, otherwise you may have to look at a firmware update.

[slimslob]

Re: Help banner at top of SOP display?

Sorry, yes its c4504. I talked to the cust while she was driving and didn't go into a lot of detail. She said she would send picture and didn't get that until they were closed. I don't have the serial yet so I can't use ARMS to see firmware but I doubt its been updated since set up and install. It could be they haven't pushed the off button yet. I refuse to use package firm. Its caused us some grief with the smaller boxes.
I'll call them tomorrow and see if they have done a power cycle.
Thanks for all suggestions

It needs to be a fully shutdown. This will fully discharge capacitors and allow any memory flags to clear.

[Zeldaman]

Re: Help banner at top of SOP display?

Hi there!
"User tools" - "screen features" - "screen device settings" - and then the 3. message from the bottom, you can switch the help-buttob out. Installing SOP-fw D2411425F (1.27.2) also helps.
Greetings...

[oldtech]

Re: Help banner at top of SOP display?

I finally got the cust to do a complete power cycle with unplug and push power button then restart. She reported back that it came back up with normal screen.
Thanks for all the replies.