# 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](/troubleshooting/power-on-fails.md)? [Does the *QC test* program give errors](/troubleshooting/qualification-fails/i-get-error-40xx.md)?

See also [BactoBox® acting up?](/troubleshooting/bactobox-r-acting-up.md).

<img src="/files/4YvqkQVU1cELIaUHIgWW" alt="" class="gitbook-drawing">

## 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).

<img src="/files/fpr2r9HNDO2bPFXal7Dx" alt="" data-size="original">
{% 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.

<figure><img src="/files/dbuwF1bIzbYA76JT5T0m" alt="" width="375"><figcaption></figcaption></figure>

See also [Power on fails](/troubleshooting/power-on-fails.md#the-green-led-does-not-light-up).

### 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:

<img src="/files/QQITiEo2hjrQlkFxrX7b" alt="Proper power supply (left) and obsolete power supply (right). Notice the Green LED on the proper power supply." class="gitbook-drawing">

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](/encyclopedia/software/user-interface.md#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](/protocols/best-practices/update-bactobox-r-software.md) 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](/troubleshooting/contact-our-support-team.md) 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](/protocols/best-practices/update-bactobox-r-software.md) 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](/troubleshooting/contact-our-support-team.md) and make sure to include a device data bundle.
{% endstep %}
{% endstepper %}


---

# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://help.sbtinstruments.com/troubleshooting/power-on-works-but.../display-seems-frozen.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.