This is jory from CS dept.
The problem perhaps comes from Touch frame or Main board or some touch cables in defect.
There has 2 cables for screen, one is for external equipment , Do you have use touchable between the screen and external equipment ?
Another is in the screen as below pic.
The Software is help you to check the touchframe is work or not .
Can the customer do this at himself side? If he can ,you will do not care "it's so far"