SMART Board MX Series User Manual page 36

Chapter 6
Troubleshooting
Issue
When users touch or write on
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the screen, the pointer or digital
ink appears in the wrong place.
Touch is not working or is not
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accurate.
Touch control and digital ink are
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intermittent.
The display only responds to
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touch on part of the screen.
Digital ink disappears as you
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write.
The display responds to touch but not
to writing with a pen.
smarttech.com/kb/171284
Solutions
Make sure you are not holding the pen near its tip, and that the pen is at a right angle
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(90°) to the screen.
Restart the display.
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If touch interactivity is slow, close some open applications on the computer.
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Make sure the pen nib is not worn. Replacement pens are available from the Store for
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SMART Parts (see smarttech.com/Support/PartsStore).
Make sure you are using a SMART Board MX series interactive display pen.
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Use a known working pen from another SMART Board MX series interactive display to
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check if the issue is being caused by the pen.
Clean the optical touch sensors.
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See the SMART Board MX series interactive displays installation and maintenance
guide (smarttech.com/kb/171257).
Make sure SMART Product Drivers and SMART Ink
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connected computers, and orient your display.
See the SMART Board MX series interactive displays installation and maintenance
guide (smarttech.com/kb/171257).
Update the firmware.
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Confirm with the installers that the computer is connected to the display with only a
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single cable.
If touch interactivity is slow, close some open applications on the computer.
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Make sure the USB cable is securely fastened to both your computer and the display.
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Make sure the USB cable is not longer than the maximum specified in the display's
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specifications.
Use a USB 2.0 cable and make sure it's connected to the correct USB connector that's
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associated with the video input source.
See the SMART Board MX series interactive displays installation and maintenance
guide (smarttech.com/kb/171257).
Make sure the latest version of SMART Product Drivers is installed on your computer.
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SMART Board MX series interactive displays require SMART Product Drivers 12.10 or
later.
See smarttech.com/downloads.
Remove any USB cable extenders. For best results, use a USB cable that's no longer
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than 16' (5 m).
Remove any external infrared light sources such as sunlight, incandescent or arc lights,
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desk lamps and infrared audio devices or move the display to another location in the
room.
Remove the display from the wall, calibrate it and confirm if this resolves the issue. If it
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does, check the wall and wall mount for issues.
Make sure you are using a SMART Board MX series interactive display pen.
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Make sure the pen nib is not worn. A worn pen nib might be interpreted as a finger
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touch. Replacement pens are available from the Store for SMART Parts (see
smarttech.com/Support/PartsStore).
Reinstall or update SMART Product
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are installed and running on any
Drivers.
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