# Display is frozen or dark
## Before you move on
You are here because the display on your BactoBox® suddenly [froze](https://en.wikipedia.org/wiki/Hang_\(computing\)) or went dark.
Is this not the case? Then let's take a step back. [Does your BactoBox® not power on](https://help.sbtinstruments.com/troubleshooting/power-on-fails)? [Does the *QC test* program give errors](https://help.sbtinstruments.com/troubleshooting/qualification-fails/i-get-error-40xx)?
See also [bactobox-r-acting-up](https://help.sbtinstruments.com/troubleshooting/bactobox-r-acting-up "mention").v
## The display suddenly went dark
To narrow it down, we check the power indicator on your BactoBox®.
{% hint style="info" %}
## BactoBox® power indicator
The BactoBox® power indicator is the green LED (*H* in the image below) right next to the power plug (*I* in the image below).
{% endhint %}
### The BactoBox® power indicator turned off
You are here because the display suddenly went dark and the BactoBox® power indicator turned off.
**BactoBox® does not receive power anymore.**
Check that the power cable is *fully* inserted into BactoBox® (see image below). Otherwise, a loose power connection may suddenly cut the power.
See also [#the-green-led-does-not-light-up](https://help.sbtinstruments.com/power-on-fails#the-green-led-does-not-light-up "mention").
### The BactoBox® power indicator is still on
You are here because the display suddenly went dark and the the BactoBox® power indicator is still on.
#### Check the BactoBox® power supply
Check that the BactoBox® power supply has:
* A power indicator (green LED)
* A smooth and flat top surface
A proper power supply looks like the one on the left in the image below:
If your power supply does *not* match this description, you need a new one. [Contact us](mailto:customersupport@sbtinstruments.com) to discuss the matter further.
## The display seems frozen
You are here because the display shows something but it doesn't respond to input.
See the subsections below for further troubleshooting.
### The display froze at the SBT logo
You are here because when your power on your BactoBox® it shows the SBT logo but then nothing more happens. E.g., you never see the [*Home* screen](https://help.sbtinstruments.com/encyclopedia/software/user-interface#toc70434857).
**BactoBox® takes a while to start. Give it a couple of minutes.** If BactoBox® still shows the SBT logo even after two minutes of waiting, it is software issue.
**This is a software issue with your BactoBox®.** In other words, a [design defect (aka a *bug*)](https://en.wikipedia.org/wiki/Software_bug) in the programming.
{% stepper %}
{% step %}
### Update BactoBox® software
Maybe we fixed it already. [Update BactoBox® software](https://help.sbtinstruments.com/getting-started/best-practices/update-bactobox-r-software) to get the latest features and fixes.
{% endstep %}
{% step %}
### Report the issue
Let us know about the issue so that we can fix it. [Contact our support team](https://help.sbtinstruments.com/troubleshooting/contact-our-support-team) and make sure to include a device data bundle.
{% endstep %}
{% endstepper %}
### The display froze somewhere else
You are because the suddenly display froze. That is, the display suddenly stopped updating and your BactoBox® no longer responds to input.
{% hint style="info" %}
Observe the clock at the top of the display. If it doesn't change after a minute, then your display is definitely frozen.
{% endhint %}
**This is a software issue with your BactoBox®.** In other words, a [design defect (aka a *bug*)](https://en.wikipedia.org/wiki/Software_bug) in the programming.
{% stepper %}
{% step %}
### Update BactoBox® software
Maybe we fixed it already. [Update BactoBox® software](https://help.sbtinstruments.com/getting-started/best-practices/update-bactobox-r-software) to get the latest features and fixes.
{% endstep %}
{% step %}
### Report the issue
Let us know about the issue so that we can fix it. [Contact our support team](https://help.sbtinstruments.com/troubleshooting/contact-our-support-team) and make sure to include a device data bundle.
{% endstep %}
{% endstepper %}
If your power supply does *not* match this description, you need a new one. [Contact us](mailto:customersupport@sbtinstruments.com) to discuss the matter further.
## The display seems frozen
You are here because the display shows something but it doesn't respond to input.
See the subsections below for further troubleshooting.
### The display froze at the SBT logo
You are here because when your power on your BactoBox® it shows the SBT logo but then nothing more happens. E.g., you never see the [*Home* screen](https://help.sbtinstruments.com/encyclopedia/software/user-interface#toc70434857).
**BactoBox® takes a while to start. Give it a couple of minutes.** If BactoBox® still shows the SBT logo even after two minutes of waiting, it is software issue.
**This is a software issue with your BactoBox®.** In other words, a [design defect (aka a *bug*)](https://en.wikipedia.org/wiki/Software_bug) in the programming.
{% stepper %}
{% step %}
### Update BactoBox® software
Maybe we fixed it already. [Update BactoBox® software](https://help.sbtinstruments.com/getting-started/best-practices/update-bactobox-r-software) to get the latest features and fixes.
{% endstep %}
{% step %}
### Report the issue
Let us know about the issue so that we can fix it. [Contact our support team](https://help.sbtinstruments.com/troubleshooting/contact-our-support-team) and make sure to include a device data bundle.
{% endstep %}
{% endstepper %}
### The display froze somewhere else
You are because the suddenly display froze. That is, the display suddenly stopped updating and your BactoBox® no longer responds to input.
{% hint style="info" %}
Observe the clock at the top of the display. If it doesn't change after a minute, then your display is definitely frozen.
{% endhint %}
**This is a software issue with your BactoBox®.** In other words, a [design defect (aka a *bug*)](https://en.wikipedia.org/wiki/Software_bug) in the programming.
{% stepper %}
{% step %}
### Update BactoBox® software
Maybe we fixed it already. [Update BactoBox® software](https://help.sbtinstruments.com/getting-started/best-practices/update-bactobox-r-software) to get the latest features and fixes.
{% endstep %}
{% step %}
### Report the issue
Let us know about the issue so that we can fix it. [Contact our support team](https://help.sbtinstruments.com/troubleshooting/contact-our-support-team) and make sure to include a device data bundle.
{% endstep %}
{% endstepper %}