User Manual

Chapter 5 Troubleshooting
smarttech.com/kb/171554 45
The pens and erasers aren’t working as expected
Symptom Troubleshooting steps
The display doesn’t respond to touch
or writing with a pen.
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Make sure SMART Product Drivers are installed and running on connected
computers. (SMART Board MX (V3) displays require SMART Product Drivers 12.18 or
later, and SMART Board MX (V2-C) and (V2) displays require SMART Product
Drivers 12.14 or later).
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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 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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Reinstall or update SMART Product Drivers and SMARTInk on any connected
computers.
The display responds to touch but
not to writing with a pen.
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Reinstall or update SMART Product Drivers and SMARTInk on any connected
computers.
When you write on the screen, the ink
appears in the wrong place.
OR
Writing is intermittent.
OR
Ink disappears as you write.
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Make sure you are using a SMART Board MX or MX Pro series interactive display
pen.
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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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Clean the screen.
See [XREF].
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If the ink appears in the wrong place on input from a connected computer, use the
Orient function in the SMART Settings app to orient the display’s touch system to the
connected computer.
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Make sure SMART Product Drivers and SMARTInk are installed and running on any
connected computers.
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Make sure the pen nib is not worn. Replacement pens are available from the Store
for SMART Parts (see smarttech.com/Support/PartsStore).
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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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Update
the firmware.
You can’t write or draw in Microsoft
®
Office.
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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.
iQ apps aren’t working as expected
Symptom Troubleshooting steps
iQ apps aren’t working as expected. See Troubleshooting the iQ experience.