> ## Documentation Index
> Fetch the complete documentation index at: https://rocketalumnisolutions.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.

> ## Agent Instructions
> Use only this public Rocket Alumni Solutions Help Center content for customer-facing answers.
> Cite the Help Center page URL supporting each material claim.
> Keep hardware guidance scoped to the exact device or player model named in the source.
> If the documentation does not support a safe answer, direct the customer to support@rocketalumnisolutions.com.
> Never expose credentials, private customer data, internal diagnostics, or unreleased behavior.

# Troubleshoot a touchscreen

> Resolve touchscreen stale content, frozen or black screens, invalid site IDs, missing touch, offset touch points, and kiosk problems

First, open the same Rocket site on the public web. If the website is also wrong, fix the content or visibility before troubleshooting the display.

## The touchscreen shows old content

1. Confirm the public web version is correct.
2. Confirm the content and its parent folders are visible.
3. Clear any active filters.
4. Wait about 15 minutes for the normal sync.
5. Double-tap the Rocket logo for a light refresh.
6. If the logo is missing or the light refresh does not help, open the touchscreen's accessibility settings and select **Refresh Site**. This reloads the current page.
7. Check the display's network connection if the content remains stale.

## The screen says “More content coming soon”

The current folder may have no public content. If **Show Published Folders When Empty** is on, this is the expected message for an empty published folder. Check item and parent-folder visibility, publish the intended content when it is ready, and allow time for sync. See [empty-folder visibility](https://rocketalumnisolutions.mintlify.site/content/folders-and-layouts.md#show-published-folders-before-their-content-is-ready).

## The site ID is invalid

Copy the complete site ID at the end of your Rocket website address. For example, in `https://site.rocketalumnisolutions.com/home/YOUR_SITE_ID`, the ID is `YOUR_SITE_ID`. Keep every letter, number, and punctuation mark exactly as shown, including uppercase and lowercase letters. Do not enter only the numbers.

## Should a frozen display be rebooted?

1. Record a photo or short video.
2. Confirm whether the public website works.
3. Restart the display and its player once.
4. Contact support if it remains frozen.

Avoid repeatedly turning the device off and on, resetting it to factory settings, or setting it up again from scratch.

## The display is black

Check the display and any attached player separately. A dark picture does not tell you which device needs attention.

1. Look for a power light on the display. Check whether its own menu or a message appears.
2. If a separate player is attached, look for its power light too. Tell support if either light is missing or you cannot check it.
3. If both devices appear powered, check the selected input and any easily reached video cable connections. A USB touch cable does not fix a missing picture.

Do not move a mounted display, open equipment, or force a cable. Stop handling hot or damaged connections and contact support. Do not factory-reset the display or player.

If the screen stays dark, collect the display and player models if known, what each power light shows, any menu or message, and the checks you already tried. You can [continue with human support from Assistant](https://rocketalumnisolutions.mintlify.site/getting-started/rocket-assistant.md#continue-with-human-support); an unknown model does not prevent you from asking for help.

## An Elo Backpack says “Not found”

> [!WARNING]
>
> Use these steps only when the attached player is confirmed to be an Elo Backpack. Do not apply them to ClearTouch, a built-in LG player, Windows, ChromeOS, or an unidentified device.

“Not found” on a confirmed Elo Backpack can mean the player lost its network connection.

Follow [Open settings or change Wi-Fi on an existing Backpack](https://rocketalumnisolutions.mintlify.site/setup/elo-backpack.md#open-settings-or-change-wi-fi-on-an-existing-backpack) for the lock screen, Admin access, and network steps. This procedure also applies to an ordinary Wi-Fi change without a “Not found” message.

Do not reset the player to factory settings or set it up again from scratch. If the hardware does not match this exact setup, the network still will not connect, or Admin mode requires information you do not have, contact [support@rocketalumnisolutions.com](mailto:support@rocketalumnisolutions.com).

## The image works but touch does not

For a confirmed Elo display with an Elo Backpack, check that the USB cable between the Backpack and display is fully seated at both ends. If touch still fails, try another suitable USB cable if available and report the result. A single normal restart is reasonable if you have not already tried one. Do not use the Elo “Not found” network steps for this symptom.

For another display or player, touch may use a separate USB data cable or a combined USB-C connection supported by that model. Confirm the exact hardware before changing cables or following steps to align touch input with the screen. Do not reset the device or set it up again from scratch for this problem.

## Touch points are offset

If the screen responds in a different place from where you tap, restart once and contact support. Ask for the calibration steps (adjustments that make touch input line up with the screen) for your exact display model. Do not use instructions written for another model.

## Visitors can reach device settings

Kiosk mode, the setting that keeps visitors inside Rocket, is not set up correctly or has stopped running. A properly configured display keeps visitors inside Rocket and usually offers a QR code to open outside websites on a phone. Contact support.

## Compare affected screens

If only one screen is wrong, compare its site ID, network connection, app or player state, and selected content with a working screen. If every screen is wrong, check the public website and school network, then note when the problem began and any site-wide change. Include the affected screen identifiers when contacting support.

## Before contacting support

Send support your Rocket site link and describe what the screen is doing. A photo or short video helps. Tell us whether the same site works on a computer or phone and whether other screens have the problem too. Include the display or player model if you know it; you do not need every device detail before asking for help.


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