SMART SBID-MX086-V3 - Touch input issues; Pen and eraser issues

Chapter 5
Troubleshooting
smarttech.com/kb/171554 46
Touch isn’t working as expected
Symptom Troubleshooting steps
The display doesn’t respond to touch.
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Touch is not available right after waking up the display or turning it on. Wait a few
seconds and then the display will respond to touch.
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Make sure SMART Product Drivers 12.14 or later are installed and running on any
connected computers.
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Make sure the USB cable between the display and the computer doesn’t exceed the
supported maximum cable length. See Connecting room computers and guest
laptops on page33.
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Make sure any connected computers have detected the display’s USB connection.
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On Windows computers, open Device Manager and make sure there is no red X or
yellow explanation mark (!) over the display’s icon.
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On Mac computers, open System Information and make sure there are no error
messages in the display’s row.
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For Mac computers with macOS Mojave, see How to resolve issues with installing and
using SMARTLearning Suite software on macOS Mojave.
The display responds to touch
intermittently.
OR
When you touch the screen, the
pointer doesn’t appear in the correct
place.
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Make sure jewelry or clothing doesn’t touch the board when erasing the ink.
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When erasing, make sure the palm or fist is flat on the screen.
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Touch is not available right after waking up the display or turning it on. Wait a few
seconds and then the display will respond to touch.
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Restart the display.
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Confirm with the installers that the computer is connected to the display with only a
single cable.
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Make sure SMART Product Drivers and SMARTInk are installed and running on any
connected computers. Orient the display. See Orienting your SMART interactive
product using SMART Product Drivers 12.
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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.
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Remove any USB extenders to help isolate the USB cable.
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Update the firmware.
The pens and erasers aren’t working as expected
Symptom Troubleshooting steps
The display doesn’t respond to touch
or writing with a pen.
l
Touch is not available right after waking up the display or turning it on. Wait a few
seconds and then the display will respond to touch.
l
Make sure any connected computers have detected the display’s USB connection.
l
On Windows computers, open Device Manager and make sure there is no red X or
yellow explanation mark (!) over the display’s icon.
l
On Mac computers, open System Information and make sure there are no error
messages in the display’s row.
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Reinstall or update SMART Product Drivers and SMARTInk on any connected
computers.
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Make sure SMARTProduct Drivers is version 12.14 or later.