Touch Isn't Working As Expected - SMART Board GX Series User Manual

Chapter 6
Troubleshooting the display

Touch isn't working as expected

Symptom
The display doesn't respond to touch
on the Home screen with no
computer connected.
The display doesn't respond to touch
when viewing the input from a
connected computer.
When viewing the image from a
connected computer, the display
responds to touch intermittently.
OR
When you touch the screen, the
pointer doesn't appear in the correct
place.
smarttech.com/kb/171745
Troubleshooting steps
If a lock icon appears briefly on the left and right sides of the screen, the Lock screen
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feature is enabled. To un-lock the screen, try either of the following procedures:
Touch the lock icon when it appears.
o
Use either the display's remote control or a USB mouse connected to the
o
Service connector on the side connector panel to access Display Settings >
Lock and remote control, and disable the Touch lock setting.
See the SMART Board GX series interactive displays installation and
maintenance guide (smarttech.com/kb/171744).
Remove infrared sources, such as incandescent or arc lights, desk lamps, and infrared
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audio devices, or move the display to another location in the room.
Restart the display.
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See the SMART Board GX series interactive displays installation and maintenance
guide (smarttech.com/kb/171744).
Make sure SMART Product Drivers 12.17 SP1
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connected computers.
Make sure the USB cable between the display and the computer doesn't exceed the
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supported maximum cable length. See Using recommended cables on page 65.
Make sure any connected computers have detected the display's USB connection and
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SMART Product Drivers 12.17 SP1
For Mac computers with macOS Mojave, see
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using SMART Learning Suite software on macOS
Restart the display.
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See turning-your-display-on-or-off.htm.
See the SMART Board GX series interactive displays installation and maintenance
guide (smarttech.com/kb/171744).
Make sure SMART Product Drivers and SMART Ink
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connected computers.
Confirm with the installers that the computer is connected to the display with only a
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single cable.
Update SMART product drivers.
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Remove infrared sources, such as incandescent or arc lights, desk lamps, and infrared
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audio devices, or move the display to another location in the room.
Remove any USB extenders to help isolate the USB cable.
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Update the firmware.
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Make sure the video and USB cables that connect any computers to the display are
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connected using the correct connectors on the display.
Make sure the USB cable between the display and the computer doesn't exceed the
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supported maximum cable length. See Using recommended cables on page 65.
or later are installed and running on any
or later are installed.
How to resolve issues with installing and
Mojave.
are installed and running on any
75