The Pens And Erasers Aren't Working As Expected - SMART Board 6000S Series User Manual

Chapter 5
Troubleshooting
Symptom
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.
The display responds to touch but not
to writing with a pen.
When you write on the screen, the ink
appears in the wrong place.
OR
Writing is intermittent.
OR
Ink disappears as you write.
OR
Ink colors change unexpectedly.
You change the width or color of a
pen's digital ink, but the width and
color revert to the pen's defaults
when you next pick up the pen from
its holder on the display.
You can't write or draw in Microsoft®
Office.
smarttech.com/kb/171415
Troubleshooting steps
Restart the display.
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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
l
single cable.
Remove infrared sources, such as incandescent or arc lights, desk lamps, and infrared
l
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 any connected computers have detected the display's USB connection and
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SMART Product Drivers 12.14
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.
Reinstall or update SMART Product Drivers and SMART Ink
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computers.
Make sure SMART Product Drivers is version 12.14 or later.
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Reinstall or update SMART Product Drivers and SMART Ink
l
computers.
Restart the display.
l
Confirm with the installers that the computer is connected to the display with only a
l
single cable.
Make sure SMART Product Drivers and SMART Ink
l
connected computers.
Use a known working pen from another display to check if the issue is being caused
l
by the pen.
Remove infrared sources, such as incandescent or arc lights, desk lamps, and infrared
l
audio devices, or move the display to another location in the room.
Update the firmware.
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Be aware that a pen's color and thickness revert to the pen's default values when you
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place the pen back in its holder.
You can change the pen's default color and thickness through SMART Product Drivers
l
(see Changing pen, eraser, and button
Make sure Microsoft Office 2013 or later is installed.
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Reinstall or update SMART Product Drivers and
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are installed and running on any
or later is installed.
on any connected
on any connected
are installed and running on any
settings).
SMART Ink.
53