SMART Board GX Series User Manual

Chapter 6
Troubleshooting the display
smarttech.com/kb/171745 76
The pens aren’t working as expected
Symptom Troubleshooting steps
The display doesn’t respond to touch
or writing with a pen when viewing
the input from a connected computer.
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 Reinstall or update SMART Product Drivers and SMARTInk on any connected
computers.
l Make sure the video and USB cables connecting any computers to the display are
connected using the correct connectors on the display.
l Make the sure the touch system is oriented to the correct display by orienting the
display. See Orienting your SMART interactive product using SMART Product Drivers
12.
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.
The display responds to touch but not
to writing with a pen when viewing
the image from a connected
computer.
l Reinstall or update SMART Product Drivers and SMARTInk on any connected
computers.
l Make sure you are using a SMART Board GX series interactive display pen.
l Make sure SMARTProduct Drivers 12.17 SP1 or later is installed on any connected
computers.
When viewing the input from a
connected computer and writing on
the screen, the ink appears in the
wrong place.
OR
Writing is intermittent.
OR
Ink disappears as you write.
l Restart the display.
See turning-your-display-on-or-off.htm.
l Make sure SMARTProduct Drivers 12.17 SP1 or later is installed on any connected
computers.
l Orient the display. See Orienting your SMART interactive product using SMART
Product Drivers 12.
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 Update the firmware.
l Avoid wearing any jewelry or other reflective objects when using the optical touch
system.
l Make sure that clothing or other objects are not touching the screen where you're
touching or writing.
You can’t write or draw in Microsoft
Office when viewing the input from a
connected computer.
l Make sure Microsoft Office 2013 or later is installed.
l Reinstall or update SMART Product Drivers and SMARTInk.
SMART software on connected computers isn’t
working as expected
Symptom Troubleshooting steps
SMARTNotebook software isn’t
working as expected.
 See Troubleshooting SMARTNotebook.

SMART Board GX Series Specifications

General

Brand	SMART
Model	Board GX Series
Category	Monitor
Language	English