Resolving Issues With Touch And Digital Ink; Resolving Issues With The Iq Experience - Smart Technologies SMART Board SBID-7275-V2 Installation And Maintenance Manual

Chapter 6 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.
Touch and digital ink are
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intermittent.
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.
You're experiencing issues with one
or more of the display's pens.
You can't write or draw in Microsoft
Office.
You're experiencing other issues
with touch and digital ink, or the
previous solutions don't resolve the
issue.

Resolving issues with the iQ experience

For information on resolving issues with the iQ experience, including the Whiteboard, SMART Notebook
Player, Browser, Input and Screen Share apps, see Troubleshooting iQ system software.
smarttech.com/kb/171164
Solutions
Restart the display.
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See Turning the display off and back on on page 49.
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.
Use a known working pen from another display to check if the issue is being caused
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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.
Update the firmware.
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Reinstall or update SMART Product Drivers.
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.
Use only SMART Board 7000 series or 7000 Pro series interactive display pens with
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the display. Pens from other interactive displays aren't compatible.
Return the pen to its magnetic holder to calibrate it.
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Make sure the pen's pressure sensitive switch isn't damaged or dirty.
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If one pen isn't working, make sure the pen is paired with the display and is fully
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charged.
If all pens aren't working, return the pens to their magnetic holders and restart the
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display.
Test the pens with another SMART Board 7000 series or 7000 Pro series interactive
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display (if available).
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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See Referring to the SMART knowledge base for additional troubleshooting
information on the next page.
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