Touch Isn't Working As Expected; The Pens And Erasers Aren't Working As Expected - SMART Board SBID-6265S-P User 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.
The display responds to touch but
not to writing with a pen.
39 smarttech.com/kb/171415
Troubleshooting steps
Make sure SMART Product Drivers 12.14
l
any connected computers.
Make sure the USB cable between the display and the computer doesn't exceed
l
the supported maximum cable length. See Connecting room computers and
guest laptops on page 29.
Make sure any connected computers have detected the display's USB
l l
connection and SMART Product Drivers 12.14
On Windows computers, open Device Manager and make sure there is no red X
l
or 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.
For Mac computers with macOS Mojave, see
l
installing and using SMART Learning Suite software on macOS
Restart the display.
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Confirm with the installers that the computer is connected to the display with
l
only a single cable.
Make sure SMART Product Drivers and SMART Ink
l
any connected computers.
Remove infrared sources, such as incandescent or arc lights, desk lamps, and
l
infrared audio devices, or move the display to another location in the room.
Remove any USB extenders to help isolate the USB cable.
l
Update the firmware.
l
Troubleshooting steps
Make sure any connected computers have detected the display's USB
l l
connection and SMART Product Drivers 12.14
On Windows computers, open Device Manager and make sure there is no red X
l
or 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
l
computers.
Make sure SMART Product Drivers is 12.14 or later.
l
Reinstall or update SMART Product Drivers and SMART Ink
l
computers.
Make sure SMART Product Drivers is 12.14 or later.
l
or later are installed and running on
or later is installed.
How to resolve issues with
Mojave.
are installed and running on
or later is installed.
on any connected
on any connected