User's Guide
Table Of Contents
- Important information
- Chapter 1: Welcome
- About this guide
- About the display
- Touch
- Writing, drawing and erasing
- Support for additional pens and tools
- iQ experience
- Display
- Audio
- Network connectivity
- Room computers and guest laptops
- Accessory slot
- Convenience panel
- Remote control and IR sensor
- Proximity sensor
- Ambient light sensor
- Temperature and humidity sensors
- Mounting hardware
- Accessory mounting points
- Identifying your specific model
- Accessories
- More information
- Chapter 2: Using basic features
- Chapter 3: Using the iQ apps
- Chapter 4: Connecting computers and other devices
- Chapter 5: Troubleshooting
- The display isn’t turning on
- The display is turning on when it shouldn’t
- The screen is blank or there’s a problem with the image on the screen
- There’s no sound or there’s a problem with the sound
- Touch isn’t working as expected
- The pens and erasers aren’t working as expected
- iQ apps aren’t working as expected
- SMART software on connected computers isn’t working as expected
- The SMART OPS PC module isn’t working as expected
- Contacting your reseller for additional support
CHAPTER 5
TROUBLESHOOTING
39 smarttech.com/kb/171415
Touch isn’t working as expected
Symptom Troubleshooting steps
The display doesn’t respond to
touch.
l Make sure SMART Product Drivers 12.14 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 Connecting room computers and
guest laptops on page29.
ll Make sure any connected computers have detected the display’s USB
connection and SMARTProduct Drivers 12.14 or later is installed.
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.
l For Mac computers with macOS Mojave, see How to resolve issues with
installing and using SMARTLearning 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.
l Restart the display.
l Confirm with the installers that the computer is connected to the display with
only a single cable.
l Make sure SMART Product Drivers and SMARTInk are installed and running on
any connected computers.
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.
The pens and erasers aren’t working as expected
Symptom Troubleshooting steps
The display doesn’t respond to
touch or writing with a pen.
ll Make sure any connected computers have detected the display’s USB
connection and SMARTProduct Drivers 12.14 or later is installed.
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.
l Reinstall or update SMART Product Drivers and SMARTInk on any connected
computers.
l Make sure SMARTProduct Drivers is 12.14 or later.
The display responds to touch but
not to writing with a pen.
l Reinstall or update SMART Product Drivers and SMARTInk on any connected
computers.
l Make sure SMARTProduct Drivers is 12.14 or later.