Touch Isn't Working As Expected; The Pens And Erasers Aren't Working As Expected - SMART Board 6000S Series Installation And Maintenance Manual

Chapter 5 Troubleshooting

Touch isn't working as expected

Symptom
The display doesn't respond to
touch.
The display responds to touch
intermittently.
OR
When you touch the screen, the
pointer doesn't appear in the correct
place.

The pens and erasers aren't working as expected

Symptom
The display doesn't respond to touch
or writing with a pen.
smarttech.com/kb/171414
Troubleshooting steps
Make sure SMART Product Drivers are installed and running on connected
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computers. (SMART Board 6000S (V3) models displays require SMART Product
Drivers 12.18 or later, and SMART Board 6000S (C) and 6000S model displays
require SMART Product Drivers 12.14 or later).
Make sure the USB cable between the display and the computer doesn't exceed
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the supported maximum cable length. See Using recommended cables on
page 36.
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
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yellow explanation mark (!) over the display's icon.
On Mac computers, open System Information and make sure there are no error
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messages in the display's row.
For Mac computers with macOS Mojave, see How to resolve issues with installing
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and using SMART Learning Suite software on macOS Mojave.
Restart the display.
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See Turning off, turning on, and resetting the display on page 46.
Make sure SMART Product Drivers and SMART Ink are installed and running on any
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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.
Remove infrared sources, such as incandescent or arc lights, desk lamps, and
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infrared 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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Troubleshooting steps
Make sure SMART Product Drivers are installed and running on connected
l
computers. (SMART Board 6000S (V3) models displays require SMART Product
Drivers 12.18 or later, and SMART Board 6000S (C) and 6000S model displays
require SMART Product Drivers 12.14 or later).
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
l
yellow explanation mark (!) over the display's icon.
On Mac computers, open System Information and make sure there are no error
l
messages in the display's row.
Reinstall or update SMART Product Drivers and SMART Ink on any connected
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computers.
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