SMART Board GX Series User Manual

Chapter 6
Troubleshooting the display
smarttech.com/kb/171745 75
Touch isn’t working as expected
Symptom Troubleshooting steps
The display doesn’t respond to touch
on the Home screen with no
computer connected.
l If a lock icon appears briefly on the left and right sides of the screen, the Lock screen
feature is enabled. To un-lock the screen, try either of the following procedures:

o
Touch the lock icon when it appears.

o
Use either the display’s remote control or a USB mouse connected to the
Service connector on the side connector panel to access Display Settings >
Lock and remote control, and disable the Touch lock setting.
See the SMARTBoard GX series interactive displays installation and
maintenance guide (smarttech.com/kb/171744).
l Remove infrared sources, such as incandescent or arc lights, desk lamps, and infrared
audio devices, or move the display to another location in the room.
l Restart the display.
See the SMARTBoard GX series interactive displays installation and maintenance
guide (smarttech.com/kb/171744).
The display doesn’t respond to touch
when viewing the input from a
connected computer.
l Make sure SMART Product Drivers 12.17 SP1 or later are installed and running on any
connected computers.
l Make sure the USB cable between the display and the computer doesn’t exceed the
supported maximum cable length. See Using recommended cables on page65.
l Make sure any connected computers have detected the display’s USB connection and
SMARTProduct Drivers 12.17 SP1 or later are installed.
l For Mac computers with macOS Mojave, see How to resolve issues with installing and
using SMARTLearning Suite software on macOS Mojave.
When viewing the image from a
connected computer, the display
responds to touch intermittently.
OR
When you touch the screen, the
pointer doesn’t appear in the correct
place.
l Restart the display.
See turning-your-display-on-or-off.htm.
See the SMARTBoard GX series interactive displays installation and maintenance
guide (smarttech.com/kb/171744).
l Make sure SMART Product Drivers and SMARTInk are installed and running on any
connected computers.
l Confirm with the installers that the computer is connected to the display with only a
single cable.
l Update SMART product drivers.
l Remove infrared sources, such as incandescent or arc lights, desk lamps, and infrared
audio devices, or move the display to another location in the room.
l Remove any USB extenders to help isolate the USB cable.
l Update the firmware.
l Make sure the video and USB cables that connect any computers to the display are
connected using the correct connectors on the display.
l Make sure the USB cable between the display and the computer doesn’t exceed the
supported maximum cable length. See Using recommended cables on page65.

SMART Board GX Series Specifications

General

Brand	SMART
Model	Board GX Series
Category	Monitor
Language	English