If the password keypad disappears after you swipe to unlock the device, you may be experiencing a temporary lock screen glitch.
In this situation, the touchscreen itself is still working, but the password keypad may disappear before you have a chance to enter your password.
Please try the following steps to access the device.
How to Unlock the Device
1. Tap the Lock Icon
On the unlock screen, look for the small lock icon and tap it directly.
This may allow the unlock keypad to appear or become responsive.
Tip: Please refer to the image below for the location of the lock icon.
https://drive.google.com/file/d/1LINJI3p-FwfEFVdlJe_sFSwuP_xXNfsc/view?usp=sharing
https://drive.google.com/file/d/1Qr1srnEgVpLh0vWbYweWoH8cLaTCfQ0D/view?usp=sharing
2. Follow the Swipe and Tap Instructions
If the keypad disappears before you can enter your password, try the swipe and tap actions shown in our demonstration video.
Please follow the steps carefully to keep the keypad visible and complete the unlock process.
Video Guide: Please refer to the demonstration video below for the recommended swipe and tap actions.
https://drive.google.com/file/d/1SQA04nY-TLkBCctpVeLnAxuHyO-qmd65/view?usp=sharing
https://drive.google.com/file/d/1GqQ9MrFQa3ZDAY0agwiUcQLzGgjRgp_c/view?usp=sharing
Recommended Setting After Unlocking
Once you have successfully entered the system, we recommend disabling the lock screen to prevent this issue from occurring again.
Go to:
Settings → Security → Screen Lock → None
After selecting None, the device will no longer display the lock screen when waking up, which can help avoid this issue.
After You Unlock the Device
If you are able to unlock the device using the steps above, please contact Apolosign Support (support@apolosign.com) once you regain access.
Our technical team will provide the latest firmware update for your device. Updating the firmware will help prevent the unlock keypad from disappearing again, so you can avoid being locked out of the device in the future.
Please provide your device's Serial Number (SN) when contacting us. You can find the SN on the white label located on the back of the screen.
We recommend completing the firmware update even if the unlock screen is working normally after the temporary workaround. This helps prevent the issue from happening again.
Note: Please do not perform a factory reset unless instructed by our support team, as this may remove your existing settings and data.