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Troubleshooting Sleep Screen Issues

If you are having issues with getting your device to sleep or when waking your device from sleep, please follow the steps below or contact Smartbox Support.

Check your USB devices

Some USB devices attached to your device could interrupt the sleep process. These can be checked in Windows using Device Manager.

You can open Device Manager by searching from the Start menu or the Settings window.

Browse to the Universal Serial Bus controllers category and tap the arrow to reveal the connected devices.

Right-click each entry and select Properties. Then select the Power Management tab.

Make sure the “Allow the computer to turn off this device to save power” option is checked for each entry.

Important: if you are using an eye gaze camera, these settings may cause further issues. If you are unsure, please contact Smartbox before changing these settings.

Check your device Power Plan

Your device Power Plan is a set of rules that manage how your device uses power.

Some power plans can cause issues with the Sleep behavior of your device.

Newer Smartbox devices come preinstalled with a Smartbox Power Plan – if this power plan is selected, your device can be used with Grid 3 sleep screen.

Where to find Power Plan settings:

Power Plan settings are found in the Windows Control Panel

You can open Control Panel by searching from the Windows Taskbar. Power Plan settings are found under Hardware and Sound – Power Options.

Alternatively, you can Search from the Settings window with the term Power Plan.

The Power options screen will show you which Power Plan is currently active.

Ensure either Smartbox, Balanced, or your device-specific power plan (i.e. Tobii I-Series) is selected.

Once selected – select the Change Plan settings button and ensure the four drop-down menus shown are set to Never.

Other issues

If your device is behaving strangely after the latest Windows update, please see the following answer for more information:

Sleep screen or wake on touch issues after Windows Update 2004/20H2

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