Support Request

1. Check the mains lead has not been trapped and damaged behind the screen when the screen has been tilted forwards or backwards.
2. Android based screens have a reset button located by the power cable input. Reset by holding in for a few seconds.
3. Raise a support ticket on our Genee website.

1. Check the mains cable is fully inserted and the rocker switch by the mains input is set to on.
2. Check there are no damaged ports (especially USB) as this will hold the screen in standby for safety, including wrong connection of USB.
3. Raise a support ticket on Genee website.

1. Ensure that the correct USB touch port is in use for the source selected. See user manual (available for download)
2. Use the shortest USB cable possible (maximum 5 metre unless using powered repeaters)
3. Ensure that you have run the “calibration” process, either on Windows “tablet PC settings”, or within the provided “spark” software. You will need administrator privileges on the PC to do this.
4. Check that there is nothing around the frame of the screen that can block the “vision” of the IR sensors used for touch.
5. Raise a support ticket on the Geneeworld website.

1. Quality of cable and length of cable are important. Keep length to a minimum. Screens are provided with suitable cables. Check cables are fully inserted and that ports and cables have not been damaged.
2. Use suitable resolution settings from your equipment to the screen. Either 1920x1080p(for FHD) or 3840x2160p(for UHD/4k) will be the native resolution of your screen.
3. If cabling is not the issue raise a support ticket on Geneeworld website and attaching a picture will help diagnosis.

Consult with your supplier for software that is bundled with the purchase of your screens, and what the available options are. These are supplied by download link

If you only use the Registrar onsite system, we don’t do anything with the data. The system sits on a computer that you have purchased and sits on your network. We have no access to this without your consent and would always ask for this before doing so. If you don’t use any of our other services such as the support desk, or Genee Cloud we do not process the data. You always remain the controller of the data and we would only ever do what is agreed in our maintenance contract.

When we process data on your behalf we will only ever do what has been agreed in the contract. For example, we will never share your data with a third-party organization or handle it in a way that has not been explained in the contract. Where data is processed in the cloud or by our staff, it is done so in a way that complies with the GDPR. More details of this can be found in our data sharing agreement which can be requested by customers, and our privacy policy statement which can be downloaded.

Any data that we process using a cloud based service is a secure service hosted by a Tier 1 service provider and is stored in line with the requirements laid out in GDPR. Data stored at Genee offices is done so on our secure network. More details of this can be found in our data sharing agreement which can be requested by customers, and our privacy policy statement.

The short answer is no you don’t with certain exceptions. The longer answer is that there are legal obligation placed on schools to keep registers of those who attend site for various reasons including The Education Act and The Health & Safety Act. This legislation requires schools to keep records and the choice of how you do this is down to you. Additional consent is required if you are using biometric identification, but this is obtained from visitors as they arrive. Should you wish to use this with staff (under GDPR) and students (under GDPR and guidance from the DfE. (https://www.gov.uk/government/publications/protection-of-biometric-information-of-children-in-schools )  you will be required to obtain consent before implementing.)

Genee only process your data that is required as part of the contract we have with your organisation. This varies depending on the service purchased. Details for each service can be found in our data sharing agreement which can be requested by customers, and our privacy policy statement which can be downloaded.

All OPS units come with 1-year warranty return to base.  Please note that proof of purchase will be required for all warranty claims.

OPS unit can be purchased with or without operating system, please make sure to check on your order.

1. We only support the hardware of the OPS units.  As you can understand there can be many issues regarding software and permissions.  These units will be better supported by your own internal IT support staff.