Resolving Issues With Touch And Digital Ink - SMART Board SPNL-6365-V3/SBID-6365 Installation And Maintenance Manual

CHAPTER 7
TROUBLESHOOTING

Resolving issues with touch and digital ink

Issue
You're experiencing the following
or similar issues with touch and
digital ink:
When users touch or write on
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the screen, the pointer or
digital ink appears in the
wrong place.
A "Limited Functionality"
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message appears when
users touch or attempt to
write on the screen.
Touch and digital ink are
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intermittent.
The display only responds to
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touch on part of the screen.
Digital ink disappears as you
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write.
Digital ink colors change
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unexpectedly.
The display responds to touch but
not to writing with a pen.
The display doesn't respond to
touch or writing with a pen.
The display doesn't respond to
touch when you're using the
Multi-Window feature.
You can't write or draw in Microsoft
Office.
SMART Ink toolbars appear even
when you don't pick up a pen
You're experiencing other issues
with touch and digital ink, or the
previous solutions don't resolve the
issue.
53 smarttech.com/kb/171167
Solutions
Make sure that the pen is touching the interactive surface within a 45° angle and
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that your hand is not covering the pen's IR cone.
If you're using two pens, make sure they're at least 2" (5 cm) apart.
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Restart the display.
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See Turning the display off and back on on page 42.
Confirm with the installers that the computer is connected to the display with
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only a single cable.
Clean the cameras and the frame on all four sides to ensure no dust or objects
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are obstructing the cameras' view.
Calibrate the display.
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Make sure SMART Product Drivers and SMART Ink
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any connected computers.
Use a known working pen from another display to check if the issue is being
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caused by the pen.
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.
Use SMART Diagnostics to confirm if one or more of the display's cameras has
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failed.
See Using the View menu.
Update the firmware.
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NOTE
Always calibrate the panel after updating the firmware.
Remove the display from the wall, calibrate it and confirm if this resolves the
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issue. If it does, check the wall and wall mount for issues.
Reinstall or update SMART Product
Make sure any connected computers have detected the display's USB
connection and installed drivers. On Windows computers, open Device Manager
and make sure there is no red X or yellow explanation mark (!) over the display's
icon. On Mac computers, open System Information and ensure there are no
error messages in the display's row.
Be aware that the Multi-Window feature doesn't support touch.
Make sure Microsoft Office 2013 or later is installed.
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Reinstall or update SMART Product Drivers and
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If two or more displays are mounted on the same wall, make sure they are
mounted in such a way that their cameras don't interfere with each other.
See Referring to the SMART knowledge base for additional troubleshooting
information on the next page.
are installed and running on
Drivers.
SMART Ink.