Frequently Asked Questions

Instructions for Capturing Logs via ADB

arm_linux Operation Document

SN and MAC Address Programming Guide

Before leaving the factory, Android all-in-one devices have already had their touch programs burned in with firmware suitable for them. If the screen appears upside down, it’s usually because an upgrade was performed without taking into account the specific model of the device.
Solution: 1. Prepare a USB-to-USB motherboard cable, disassemble the device to locate the touch control board, connect it to the USB port, and loosen the I2C interface card slot. Use a touch programming tool to reprogram it. If you don't have a programming tool, please contact your sales representative.
2. The cycle is relatively long, requiring a re-customization of the firmware. To do this, you must enable both the coordinate marking and touch point options during the development phase. Draw a cross on the screen to determine the direction of the touch input. During the firmware’s re-debugging period, you can only use the mouse as a substitute for operation.

The issues with burning failures can be broadly categorized as follows:
First, there isn't just one flashing tool; there are several flashing versions available, each tailored for different motherboards and different Android versions.

Second, it’s essential to confirm the motherboard model being flashed—whether it’s an RK3288 or an RK399. There are numerous different models of motherboards available; otherwise, even if the flashing process is successful, unknown issues may still arise.

Third, you need to confirm the firmware version. Some motherboards only support lower-version firmware; if the firmware is higher than Android 9.0, it may result in a failure to display after flashing.

Fourth, firmware issues—some motherboards update electronic components such as Wi-Fi modules, 4G modules, DDR memory chips, or flash memory particles, which can lead to incompatibility with previous motherboards. After flashing the new firmware, the system may fail to boot up.
Fifth, driver issues—partly due to Windows systems—can cause drivers to become unusable or incompatible after installation.

This is recovery mode, and it requires connecting a keyboard to the USB port to operate. Such a situation typically occurs during an upgrade—when the power is turned on while the upgrade button is held down for an extended period without being released, or when the position of the motherboard’s connector latch presses against the upgrade button.

The customer needs to provide relevant error log information. In some cases, the issue arises because the customer’s app was developed targeting only lower-version Android systems and did not take into account compatibility with higher versions. Alternatively, the problem could be caused by .SO library files included in the app. The primary method for determining the root cause is to consider the runtime behavior and whether a similar issue occurs when using our provided demo.apk. If both scenarios exhibit the same issue, then the firmware may be the underlying problem.

The customer needs to provide the crash log for analysis and reproduce the issue using the same model’s configuration. If the issue cannot be reproduced, we’ll need to disassemble the original model for further analysis. Since the NFC uses serial-port data transmission, the serial port self-test passed normally; however, when connecting to the app and attempting to swipe a card, the app crashes. The serial-port interface consists of 5V, RX, TX, and GND, where RX is the transmit pin and TX is the receive pin. After receiving the entire device, we confirmed that the problem was caused by a broken RX line, which led to failed data transmission and ultimately triggered the app crash.

First, determine the firmware version number. Then, confirm the number of devices experiencing this issue. After repeatedly power-cycling and restarting the devices, check whether the issue persists. If this problem occurs on a large scale, it’s generally caused by the firmware.

USB-to-serial conversion involves serial ports such as TTL, RS232, RS485, and others. There are various different chips used in USB-to-serial converters, including CP2102, PL2303, CH340, FT232, and others—all of which require drivers for proper support. Typically, motherboard manufacturers do not provide updates for these drivers. If a customer requires this functionality, they need to clearly identify the type of USB-to-serial chip used by their device and then modify the firmware accordingly.

Since our company offers a wide variety of Android all-in-one models, GPIO ports are typically used for connecting external buttons. As the customer did not request this feature, we have defaulted to keeping it disabled. If you wish to use the GPIO ports, GPIO1 and GPIO2 can be configured to enable, while GPIO3 and GPIO4 are both set by default to high voltage.

First, check whether the network connection is stable. Then, determine whether the issue occurs with the Wi-Fi MAC address or the Ethernet MAC address. You’ll also need to provide the firmware version number to help identify the motherboard. Additionally, please supply the MAC address programming tool for flashing the MAC address. After flashing, verify whether the MAC address still changes. If it continues to change, it’s generally a motherboard issue.

First, confirm the firmware version number. Generally, this issue arises because the motherboard’s Wi-Fi module has been updated, but the firmware hasn’t been updated accordingly. If both the firmware and the motherboard are correct, you’ll need to check whether any other apps are installed on the system. Some apps are designed to check whether the network connection is stable; if the connection is unstable, these apps will keep automatically searching for a network connection. Another possible scenario is that the firmware isn’t compatible with the customer’s wireless router, causing the connection to alternate between being stable and unstable. However, this situation is quite rare.

Typically, firmware is installed for only one camera and defaults to the front-facing camera. You cannot delete or disable the original camera; you can only use third-party software to access and adjust the number of cameras listed in the camera menu.

First, confirm the firmware version; then, verify the newly flashed firmware version. Also, make sure that the motherboard supports the new firmware version. (During shipment, there might be cases where motherboards without the "W" label are shipped instead. Since this situation was not taken into account when the firmware was upgraded to version 9.0, the only option is to return the product for replacement.)

Answer: First, confirm the firmware version number. Then, try using a different firmware version number or connect the printer to your phone via a Type-C to USB adapter for a print test. In most cases, if the printer uses a USB interface, the issue might be that the original firmware hasn't been updated with the latest driver.

Confirm the type of network connectivity issue described by the customer. Generally, if the Wi-Fi cannot connect, it’s often due to a static IP address being configured.
Selecting automatic acquisition should work fine. Also, take into account the firmware version and motherboard batch issues—on older motherboards that have had their firmware updated, since the hardware differs, the drivers will also differ, and they certainly won't function properly.

Ethernet Issues: Ensure that the indicator in the upper-right corner of the screen is displayed correctly, and make sure that the IP address is shown when you select "Obtain IP Address Automatically." Try pinging between internal and external networks. If you can successfully obtain an IP address, it confirms that the network port is functioning properly. Typically, failures are caused by IP address conflicts. For multi-network environments, please confirm before purchasing whether our device is compatible.

Answer: First, determine whether the customer’s device model has a camera function. Then, identify whether the error occurs when taking photos or when recording video.
Troubleshooting steps: If you encounter an error when taking a photo, it’s usually due to the camera being loose and not being recognized by the system, or—though much less likely—due to firmware incompatibility with the camera. If the system prompts an error whenever you tap the camera icon, it could be because the system’s default pixel resolution doesn’t match the camera’s native pixel resolution. Specifically, if the system’s default resolution is higher than the camera’s, this mismatch can trigger the error. To resolve this issue, go to Settings > App Management > Camera > Storage > Clear Data. Then, on your home screen, open the Camera app, navigate to Camera Settings, and select either 720P or 480P. Take a test photo to verify that the camera function works properly.

To determine the machine’s usage time, Android devices may experience lagging and freezing after prolonged use for more than one year. In such cases, it’s necessary to reflash the firmware or restore the device to its factory settings. If the device already experiences lagging and freezing right out of the box, you’ll need to provide the corresponding logs so that we can analyze the cause and resolve the issue.

First, check whether the motherboard driver is installed. If the driver is not installed, the computer won't be able to recognize the motherboard. Second, make sure the upgrade cable is functioning properly. Since computers' USB ports come in versions 2.0 and 3.0, there may be cases where the computer fails to recognize the device. In such situations, you can try restarting your computer, using a different USB port, or connecting the device to another computer to see if that helps.

When re-flashing, be sure to keep the all-in-one device body stable, as shaking can cause packet loss in the upgrade interface (OTG), leading to an interrupted flash process. Also, make sure to prepare two separate upgrade cables—ensure that these cables are not charging cables.

We’ve temporarily resolved this issue, and no such requirement has been found on the remaining motherboards. These kinds of issues are reported only after the customer has already customized the machine; they haven’t been tested based on the standard firmware provided by the manufacturer.

This type of issue is not caused by hardware; rather, it stems from the fact that when the app calls the system camera to take a photo, the resulting image is a thumbnail. Currently, the app has been adjusted specifically for this user only.

To determine the machine’s usage time, Android devices may experience lagging and freezing after prolonged use for more than one year. In such cases, it’s necessary to reflash the firmware or restore the device to its factory settings. If the device already experiences lagging and freezing right out of the box, you’ll need to provide the corresponding logs so that we can analyze the cause and resolve the issue.

First, check whether the motherboard driver is installed. If the driver is not installed, the computer won't be able to recognize the motherboard. Second, make sure the upgrade cable is functioning properly. Since computers' USB ports come in versions 2.0 and 3.0, there may be cases where the computer fails to recognize the device. In such situations, you can try restarting your computer, using a different USB port, or connecting the device to another computer to see if that helps.

When re-flashing, be sure to keep the all-in-one device body stable, as shaking can cause packet loss in the upgrade interface (OTG), leading to an interrupted flash process. Also, make sure to prepare two separate upgrade cables—ensure that these cables are not charging cables.

We’ve temporarily resolved this issue, and no such requirement has been found on the remaining motherboards. These kinds of issues are reported only after the customer has already customized the machine; they haven’t been tested based on the standard firmware provided by the manufacturer.

This type of issue is not caused by hardware; rather, it stems from the fact that when the app calls the system camera to take a photo, the resulting image is a thumbnail. Currently, the app has been adjusted specifically for this user only.

Understand the key points of the issue reported by the customer—whether the entire screen has no touch functionality, only certain areas are unresponsive, there are touch-jumping issues, or the touch points are inaccurate.

Solution: If the full-screen device without touch functionality is not responding to touch controls, the issue is likely with the control card. Alternatively, the problem could stem from a faulty I2C interface touch cable or USB interface touch cable. In such cases, the only solution is to return the device for replacement of the affected component(s).

If a specific area is unresponsive to touch, it could be due to a firmware or hardware issue in the touch control card. The first step would be to flash the touch software to determine whether the control card itself is functioning properly. Another possibility is that the interface of the touchscreen has been broken, causing certain areas of the screen to become unresponsive to touch.

Touch jump points: Typically, after the device is powered on, the screen automatically clicks. This is often attributed to poor contact between the touch sensor and the metal sheet or other components, or to aging of the touch cable. Gently tap the back cover of the device to see if the issue resolves. If the jumping occurs only around a few specific areas, consider that the touch cable might be compressed or damaged.

Inaccurate touch points: The touch functionality cannot be verified through the firmware itself; instead, there is a separate firmware dedicated to this purpose. The only solution is to reflash the control card’s program to determine whether the issue lies with the hardware itself.

First, confirm whether the motherboard type is an RK3288 motherboard. You can find the identification of this motherboard under Settings—About Device—Firmware Version. Under About Device, there’s a second item called “Status Information” (Android 9 does not have status information). Check whether a serial number is present. If there’s no serial number, consider flashing the SN serial number first.

The disk function hasn't been recognized. Open Settings—Shut down the device, locate the firmware version number, and tap it 9 times. A developer mode will pop up. In developer mode, find the USB configuration and set the USB configuration to MTP. If it still hasn't been recognized, try again using a different computer.

Because the visitor mode lacks sufficient storage, even if you select visitor mode, the system will still switch to the owner’s account and continue to enforce the screen-lock function. As a result, after booting up, you’ll need to swipe up to enter the system; otherwise, the screen will automatically turn off.

In the user options within Settings—select “Guest”—when the system prompts to replace it with the word “Guest”—a pop-up will appear asking whether to proceed—then click “Guest”—the system will automatically display “Remove this guest”—and the system will automatically switch back to the device owner, and the screen-lock feature upon startup will be disabled.

Answer: First, try replacing the display cable with an identical one. Then, check whether there’s a corresponding display parameter or consider replacing the motherboard, and also verify whether the firmware needs to be reflashed.

Answer: To diagnose the issue of screen distortion, first check whether the screen cable has been squeezed or pinched. If replacing the screen cable doesn't resolve the problem, try replacing the display panel itself to see if the issue persists. Typically, this indicates that the display panel either had undetected defects when it was initially received or that the motherboard firmware is incompatible with the LCD panel—resulting in problems only after the product has been shipped.

Damaged on Arrival:聽Please take photos and file a claim with the express company. We will assist you with the compensation process.

Non-Human Defect:聽Please send us videos and photos to help identify the issue. We will send spare parts immediately or with your next order.

Unidentified Problem:聽If you need to send the unit back for repair, we will share the shipping cost (we cover the return freight to our factory, and you cover the freight for us to resend it).

We support various shipping methods, including Express (DHL, FedEx, TNT, etc.), Air Freight, and Sea Freight. We can ship to your designated forwarder in China or directly to your address.

We provide a standard2-year free warranty. Extended warranties are available for an additional cost (e.g., a 3-year warranty increases the unit price by 8%).

• Samples:聽Typically聽3-5 working days聽after payment is received.
• Bulk Orders (e.g., 100 pcs):聽Approximately聽15-20 working days, which includes material procurement, assembly, and aging tests.
• Customized Orders:聽Usually聽15-30 working days.

Our products and company are certified withCE, FCC, RoHS, ISO9001, and ISO14001.

We have a team of 10 QC staff. Every device undergoes a strict48-72 hour aging testbefore packaging and shipment to ensure reliability.

We have two factories in China, located inShenzhen (Bao'an district)andGuangzhou (Panyu District). Our facilities cover 6,000銕?and include 10 production lines, with a team of about 200 employees and 7-10 R&D engineers.

We specialize in Android PoE tablets, industrial panel PCs, POS systems, and open-frame LCD monitors. We have been in the LCD industry for11 years, with our factory founded in 2008.

Yes, we can print your logo on the outside box with an MOQ of1000 pieces.

The standard plastic case does not have a built-in COM port, but we can provide an external cable solution. For a built-in port, we recommend ourmetal case models, which come with two COM ports (default RS232, can be modified to RS485).

Yes. We can integrateNFC or RFIDmodules (please specify the required frequency). We can also add abuilt-in SIM card slotfor 3G or 4G internet access. Please note, the SIM function is for data only and does not support making phone calls.

Yes. You can customize theboot-up logo(please provide JPG, PDF, or PNG files) and configure the device to launch a specificAPP on startup(Kiosk mode).

We offer three main options for logo customization:

1. Metal Sticker:聽MOQ of 50 pieces (a small fee applies).
2. Silk Print (on touch screen):聽MOQ of 100 pieces.
3. Print on Back Cover:聽MOQ of 100 pieces.

The standard colors are black and white. Custom colors like gold, red, or orange are available with a Minimum Order Quantity (MOQ) of500 pieces. A white front and back requires an MOQ of 100 pieces.

No, we do not supply this model with a built-in battery. It is designed for continuous power connection.

The dimensions are26017827mm. It features standard75*75mm VESA mounting holeson the back for wall or arm mounting.

The 10.1" model features anIPS panelwith a resolution of1280*800(16:10 wide screen). The brightness is typically300 nits, with a range of 300-350 nits.

• CPU Solutions:聽We offer devices based on聽Allwinner聽(A64, A83T) and聽Rockchip聽(RK3188, RK3288, RK3399) chipsets. The Rockchip RK3399 is the most powerful option.
• Operating System:聽Supports Android versions 5.1, 6.0, 7.1, and 8.1.
• Ports:聽Standard ports include 2-3 USB ports, an RJ45 (Ethernet) port, a Mini USB OTG port, an SD card slot, and an audio port. An HDMI port is available on specific RK3288 mainboards.
• Wireless:聽Wi-Fi and Bluetooth are supported.

We offer a wide range of sizes:10.1", 13.3", 15.6", 18.5", 21.5", 23.6", 27", and 32". All sizes can be configured with the PoE function.

PoE (Power over Ethernet) is an optional feature that allows the device to be powered directly through the Ethernet cable. It uses theIEEE802afstandard and adds$10to the unit cost. If PoE is not selected, the device is powered by a standard adapter (e.g., 12V/3A for the 10" model).

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