Register touchscreen not responding

Fix a POS touchscreen that is not responding on Ruby2, Topaz XL, or C18. Follow quick checks, safe cleaning steps, and next actions if it still fails.

POS touchscreen not responding (Ruby2, Topaz XL, C18)

Use this guide if you can see the regular POS or register screen, but touch isn’t working right:

• Taps don’t register anywhere.
• Touches register in the wrong spot.
• Only one edge (often the bottom) won’t respond.
• Touch worked before, then stopped after cleaning or moving.
• The screen “clicks by itself” or behaves randomly.

Find your register model first. Ruby2 and Topaz XL use infrared touch. C18 uses a standard touchscreen. The fix depends on the model.

Keywords

Also called: Register touch not working | Register not responding to touch | Touchscreen not working | Touch screen not responding | Touch not registering | Touch registers wrong spot | Ghost touches | Frozen touch | Dead touch

Keywords: POS touchscreen not responding, register touch not working, touch screen not responding, touch not registering, touch registers wrong spot, ghost touches, frozen touch, dead touch, Ruby2 touchscreen not working, Topaz XL touch not working, C18 touchscreen not working, infrared touchscreen not working, bezel edge blocked, direct sunlight infrared touch, clean touchscreen edges, microfiber cloth

Before you start (30 seconds)

• Confirm the register is powered on and the display is lit.
• If you’re mid-sale, finish the sale first if you can.
• Don’t unplug random cables.
• Only move cables if a step tells you to.

Most touchscreen issues are fixed by clearing the edges, avoiding direct sunlight, and cleaning the screen with a dry, clean, soft cloth.

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How to fix Register Touchscreen not responding

Pick your model. Then follow the steps in order.

Ruby2 / Topaz XL

1

Clear the screen edges

Remove anything touching the screen(ex: stick notes, other stickers, etc.).

Clear the inner edges of the screen, mainly the bottom edge first.

Test touch on 2–3 buttons.

If touch works now, stop here.

2

Get out of direct sunlight

Reposition the register to be away from direct sunlight.

Bright sunlight can blind infrared sensors.

3

Clean with a dry microfiber cloth

Wipe the screen and the full perimeter.

Focus on corners and edges.

Don’t spray liquid onto the screen. Don’t use paper towels.

Test touch again.

If touch works now, stop here.

4

Reboot the register

Reboot the register by unplugging the power.

Keep it off for 5mins.

Power the register back On and Test.

If touch works now, stop here.

5

Still not working?

If touch still fails, contact support.

Need assistance? Contact Verifone Helpdesk at anytime.

• Use our Chat platform
• Or call 1.800.VERIFONE (837.4366)

Tell us the troubleshooting steps you’ve already tried. This saves time and gets you the right support faster.

Have this ready to save time:

• Model (Ruby2 or Topaz XL or C18)
• Symptom (no touch vs one edge vs ghost touches)
• Lighting (direct sun vs shaded)
• What you tried (edges, sunlight, cleaning, restart)

Why edges and sunlight matter on Ruby2 / Topaz XL

These models use infrared sensors along the bezel. Anything blocking the edge, or strong sunlight, can break touch detection.

C18

1

Clean the screen (slightly damp cloth)

Use a soft, clean cloth that is damp, not dripping.

Wipe the screen. Then dry it with a clean, dry cloth.

Too much water can seep into the edges. Keep the cloth only slightly damp.

Test touch again.

If touch works now, stop here.

2

Test corners and edges

Tap each corner and the middle.

Watch for one “dead” area.

If touch works normally, stop here.

3

Reboot the register

Reboot the register by unplugging the power.

Keep it off for 5mins.

Power the register back On and Test.

If touch works now, stop here.

4

Still not working?

If touch still fails, contact support.

Need assistance? Contact Verifone Helpdesk at anytime.

• Use our Chat platform
• Or call 1.800.VERIFONE (837.4366)

Tell us the troubleshooting steps you’ve already tried. This saves time and gets you the right support faster.

Have this ready:

• Model (C18)
• Which areas don’t respond
• What you tried (cleaning, corner test, restart)

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Common questions

Why would a sticky note stop my touchscreen from working?

On Ruby2 and Topaz XL, the bezel has infrared sensors. Anything touching the edge can block them.

Can sunlight really make my touchscreen stop working?

Yes on Ruby2 and Topaz XL. Bright sunlight can “blind” infrared sensors and kill touch.

Why can't I use a damp cloth on the Ruby2 or Topaz XL?

These models have sensors along the bezel edges. Moisture near the edges can damage hardware. Use a dry cloth only.

My screen works sometimes but not other times — what causes that?

Ruby2/Topaz XL: it’s usually shifting sunlight, something touching the bezel or something stuck on screen like some dirt or residue. C18: it’s often moisture/residue, or a developing hardware fault.

Does this troubleshooting apply to the C18 touchscreen being too sensitive or registering ghost touches?

Cleaning often resolves ghost touches caused by grease or moisture residue. If it persists on a clean screen, it’s usually hardware.