SMART GX Series - The Pens Arent Working as Expected

Chapter 5 Troubleshooting the display
smarttech.com/kb/171861 65
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.
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Make sure any connected computers have detected the display’s USB connection
and SMARTProduct Drivers 12.20 or later are installed.
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Make sure you are using the correct pens for the display, and are using an
application that supports drawing with the pens.
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Reinstall or update SMART Product Drivers and SMARTInk on any connected
computers.
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Make sure the video and USB cables connecting any computers to the display are
connected using the correct connectors on the display.
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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.
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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41.
The display responds to touch but
not to writing with a pen when
viewing the image from a connected
computer.
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Reinstall or update SMART Product Drivers and SMARTInk on any connected
computers.
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Make sure you are using a SMART Board GX series interactive display pen.
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Make sure SMARTProduct Drivers 12.20 or later is installed on any connected
computers.
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Make sure you are using the correct pens for the display, and are using an
application that supports drawing with the pens.
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.
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Restart the display.
See Turning the display on or off on page52.
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Make sure SMARTProduct Drivers 12.20 or later is installed on any connected
computers.
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Orient the display. See Orienting your SMART interactive product using SMART
Product Drivers 12.
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Remove infrared sources, such as sunlight, incandescent or arc lights, desk lamps,
and infrared audio devices, or move the display to another location in the room.
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Update the firmware.
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Avoid wearing any jewelry or other reflective objects when using the optical touch
system.
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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.
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Make sure Microsoft Office 2013 or later is installed.
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Reinstall or update SMART Product Drivers and SMARTInk.