Touch drivers crash or close unexpectedly - August 18, 2017

Overview
Some customers with the Span system using Nureva touch drivers ver 3.2.6 may experience performance issues when trying to launch the touch driver menu.  Span Wall software runs on the Windows operating system and with recent updates of the Windows OS, we have noticed an increase in cases where customers are noticing these issues.

Details
The following are likely to be happening due to this issue: 
  • the Nureva touch driver menu not loading
  • the Nureva touch drivers closing or crashing unexpectedly
  • touch may be intermittent or stop working totally
The reason for the occurrences is that the Nureva Touch driver (ver 3.2.6) virtual driver did not fully support Windows 32bit or 64bit systems.  Recent updates to the Windows operating system have isolated this issue which causes the touch driver to close abruptly. 

Solution(s)
 To resolve the issue, the following are the recommended path:  
  • Install the latest updates to Windows offered by the Windows Updater to achieve at least Win 8 (KB3150513, KB3053863 & KB3024755) or Win 10 build 10.0.10240 (Threshold 1) (KB4013429)
  • If after installing the latest Windows updates the issue persists, please contact the Nureva support team at support@nureva.com for other steps to resolve the issue.
Work continues to provide updated Nureva touch drivers which will eliminate the issue.


Last updated: August 18, 2017

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