The Pens And Erasers Aren't Working As Expected; Iq Apps Aren't Working As Expected - SMART Board MX Series User Manual

Chapter 5 Troubleshooting

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.
You can't write or draw in Microsoft
Office.

iQ apps aren't working as expected

Symptom
iQ apps aren't working as expected.
smarttech.com/kb/171554
Troubleshooting steps
Make sure SMART Product Drivers are installed and running on connected
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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).
Touch is not available right after waking up the display or turning it on. Wait a few
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seconds and then the display will respond to touch.
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.
Reinstall or update SMART Product Drivers and SMART Ink on any connected
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computers.
Reinstall or update SMART Product Drivers and SMART Ink on any connected
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computers.
Make sure you are using a SMART Board MX or MX Pro series interactive display
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pen.
Restart the display.
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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.
Make sure SMART Product Drivers and SMART Ink are installed and running on any
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connected computers.
Make sure the pen nib is not worn. Replacement pens are available from the Store
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for SMART Parts (see smarttech.com/Support/PartsStore).
Make sure SMART Product Drivers and SMART Ink are installed and running on any
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connected computers. Orient the display. See Orienting your SMART interactive
product using SMART Product Drivers 12.
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.
Update the firmware.
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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.
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Troubleshooting steps
See Troubleshooting the iQ experience.
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