CHAPTER 8
TROUBLESHOOTING
67 smarttech.com/kb/171167
Resolving issues with touch and digital ink
Issue Solutions
You’re experiencing the following
or similar issues with touch and
digital ink:
l When users touch or write on
the screen, the pointer or
digital ink appears in the
wrong place.
l A “Limited Functionality”
message appears when
users touch or attempt to
write on the screen.
l Touch and digital ink are
intermittent.
l The display only responds to
touch on part of the screen.
l Digital ink disappears as you
write.
l Digital ink colors change
unexpectedly.
l Make sure that the pen is touching the interactive surface within a 45° angle and
that your hand is not covering the pen’s IR cone.
l If you’re using two pens, make sure they’re at least 2" (5 cm) apart.
l Restart the display.
See Turning the display off and back on on page57.
l Confirm with the installers that the computer is connected to the display with
only a single cable.
l Clean the cameras and the frame on all four sides to ensure no dust or objects
are obstructing the cameras’ view.
l Calibrate the display.
l Make sure SMART Product Drivers and SMARTInk are installed and running on
any connected computers.
l Use a known working pen from another display to check if the issue is being
caused by the pen.
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 Use SMART Diagnostics to confirm if one or more of the display’s cameras has
failed.
See Using the View menu.
l Update the firmware.
NOTE
Always calibrate the panel after updating the firmware.
l Remove the display from the wall, calibrate it and confirm if this resolves the
issue. If it does, check the wall and wall mount for issues.
The display responds to touch but
not to writing with a pen.
Reinstall or update SMART Product Drivers.
The display doesn’t respond to
touch or writing with a pen.
Make sure any connected computers have detected the display’s USB
connection and installed drivers. On Windows computers, open Device Manager
and make sure there is no red X or yellow explanation mark (!) over the display’s
icon. On Mac computers, open System Information and ensure there are no
error messages in the display’s row.
The display doesn’t respond to
touch when you’re using the
Multi-Window feature.
Be aware that the Multi-Window feature doesn’t support touch.
You can’t write or draw in
Microsoft® Office.
l Make sure Microsoft Office 2013 or later is installed.
l Reinstall or update SMART Product Drivers and SMARTInk.
SMARTInk toolbars appear even
when you don’t pick up a pen
If two or more displays are mounted on the same wall, make sure they are
mounted in such a way that their cameras don’t interfere with each other.
You’re experiencing other issues
with touch and digital ink, or the
previous solutions don’t resolve the
issue.
See Referring to the SMART knowledge base for additional troubleshooting
information on page80.
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