Introduction
In rare cases, display issues on the NavVis devices may occur such as a black or blank screen, an unresponsive touchscreen, the on-screen keyboard not displaying, the mapping UI, or the Ubuntu Desktop not displaying .
This article describes the troubleshooting steps to restore display functionality to the devices.
Potential causes:
Insufficient battery charge or unstable power state
Corrupted system software
Damaged system disk during formatting
Interruption while updating software (possibly, the kernel installation was interrupted and the system cannot be booted correctly).
Display damaged by impact
A damaged display may show:
damaged system disk during formatting
Partial illumination (e.g., only part of the screen lights up)
Yellowish or uneven coloration
Distorted or missing UI areas
These symptoms typically indicate physical damage to the display panel. Such damage is not covered under warranty.
A failure caused by an internal product defect is different, for example:
OLED burn-in
gradual ghosting or
permanent retention of UI elements.
Solutions
Blank or Unresponsive Screen
Charge the battery till it is full and confirm that the charging indicators function normally.
Press the Power button until the device turns off and restart the device.
If the display UI remains black or keyboard remains unresponsive, contact support@navvis.com
Corrupted System Software
Power on the device and check if there is anything displayed on the screen, for e.g., HDMI signal, Intel NUC logo, Ubuntu GRUB screen, or access to BIOS menu etc.
Boot the system with another Linux kernel, to verify if the default kernel is corrupted.
If bootloader screen appears on your device’s screen, connect a USB keyboard to the NavVis device and tap on “?”. Then, select the "Advanced Options for Ubuntu" option.
Boot the NavVis device in different Linux kernel versions (Not recovery mode) and attempt to boot. If the device successfully boots into Ubuntu, this indicates that the default kernel installation is corrupted.
Update the software once the system has booted, and restart the device.
If the bootloader screen does not appear, Reboot and press Shift or Esc repeatedly while the device powers on, especially right after the Intel logo is displayed.
d. If after this step you still cannot boot into the Ubuntu, this could indicate a deeper issue with the system or the disk. Reach out to support@navvis.com for further assistance.
Device Display shows White Lines when turning Off
During shutdown, Ubuntu may display kernel log messages after the graphics system has turned off. This is normal and should last only a moment.
If the messages appear briefly, no action is required.
If the lines remain for around one minute or longer, or if you experienced errors during scanning, this may indicate a hardware connection issue interfering with normal shutdown. In this case, contact support@navvis.com for further assistance.
Contacting Support
Contact Support if:
Display remains black even after several reboots
Touchscreen is unresponsive
Keyboard consistently does not appear
UI freezes frequently within sessions
Startup display behavior is abnormal
The panel shows signs of burn-in or unexplained discoloration
Provide the following information if you can; Support will assist with any missing details.
Device model and serial number
Firmware version
Description of the issue
Photos or video of the display behavior